NOVEMBER 3–7, 2019 THE AMERICAN...

NOVEMBER 3–7, 2019THE AMERICAN CLUB

K O H L E R , W I S C O N S I N

Register by July 31st for the best rates!smshug.org/conferences/upcoming-conferences

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The HUG Conference Experience

FOR 30 YEARS users of SMS|Host have been gathering to exchange knowledge and facilitate learning with their peers.

The 2019 HUG Conference agenda is packed with training sessions as well as relevant and timely industry topics for hospitality professionals. With so many new sessions this year, both new attendees and long-time participants will benefit.

Attend HUG to perform better at your job, to become a better manager, to position yourself for promotion, to grow your network and gain valuable contacts.

Through user-led sessions focused on experiential sharing, the hands-on Sandbox, educational breakouts, roundtable discussions, keynotes and lots and lots of networking, you will learn about the great possibilities available with your existing hotel systems.

For those users with a Spa… the 2019 HUG Conference offers a full track of SpaSoft training. This complete SpaSoft agenda offers a conference within a conference designed to increase the ROI of your spa system.

Why should I attend?EDUCATION & TRAININGFrom the focused three-hour training sessions on Sunday to the all day Rates and R&R boot camps and many other training sessions, you will walk away from HUG with the tools you need to do your job better.

SUPERLATIVE CONTENTStrong user session presenters, SMS product experts and industry speakers represent the leaders available to share their knowledge, challenge your assumptions and help you better understand your hotels and hospitality systems.

NETWORKING OPPORTUNITIESActive discussions within sessions and in the hallways characterize a HUG conference. This is your opportunity to gather and connect with other SMS|Host, SpaSoft and SMS|Touch users. Outside of sessions, networking dinners and events further those connections.

OTHER BENEFITS OF ATTENDING HUG:• Meet one-on-one with a SMS Product expert• 3 hour sessions on Sunday offer in-depth learning• All day Rates and R&R Report Writer Boot Camps• Try out what you learn on computers in the Sand Box• Networking dinner and special events “This is the one event I

look forward to all year. A wonderful opportunity for professional and self-development!

— HEIDI RUMBLE, REVENUE & RESERVATIONS MANAGER, BASIN HARBOR

Five days of

valuable learningGuest Speakers

Keynote Presentations

Vendor Showcase

Dinners and Networking

Gala Closing Party

3REGISTER TODAY at SMSHUG.ORG/CONFERENCES/UPCOMING-CONFERENCES

Special Events

Thank you to our 2019 HUG boardMarie Bell

Chair Six Flags Darien Lake

Diane Walker Vice Chair

Woodstock Inn & Resort

Rich Morehouse Treasurer

Snowbird Resort

Erin Butler Secretary

Regency Hotel Management

Justin Davis Past Chair

Provident Hotels & Resorts

Roger Franke Trustee

Aramark

Jennifer Craig Trustee

The Otesaga Hotel

Karine Young Trustee

Resort Collection

Jenna Ware SMS Liaison

Springer Miller Systems

Carson Foerster SMS Liaison

Springer Miller Systems MEETTony Brigmon• Appointed by Southwest Airlines CEO as their Official “Ambassador of FUN” • Recipient of Southwest Airlines most Prestigious Once-a-Year Award, the

President’s Award (recognizing the one individual that most exemplified everything Southwest Airlines IS & for that individual’s impact at Southwest)

• 2,000 + conference presentations delivered worldwide• Forthcoming Author of “Funiversity: The Power of Fun to Bring Out the Best

in Everyone”

The Former CEO of Southwest Airlines, Howard Putnam, says: “Tony Brigmon was our ‘Ambassador of FUN’ at Southwest Airlines when I was CEO. Tony is a dynamic speaker and has a gift for blending fun and capturing ideas in a manner that stick for audiences.”

As Southwest’s “Ambassador of Fun,” Tony Brigmon helped their corporate culture recognize and reward humor and creativity in a way that got serious results. Tony became an expert at using interactive fun to teach best practices. He is an astute observer of super performing human behavior and has earned recognition nationally and internationally for his presentation, training, and consulting work, always with the aim to maximize engagement, energize transformation, and enrich individual lives.

Organizations are raving about Tony’s conference presentations. Over the last several decades, Tony has worked with over 2,000 + organizations to energize and engage cultural transformation, employee engagement, leadership, customer service and more. Today, Tony is the Founder of the Funiversity™ Learning Experience teaching others to maximize their potential. He draws on his experience as a former Southwest “insider” and his personal observations on positive high-performing individuals and organizations giving audience members practical ideas they can implement in their work and in their lives.

When he is not speaking across the country about “funtastic” culture and best practices that have made Southwest consistently rated #1 in a variety of categories over the years, you can find him in Grand Prairie, Texas taking a walk with his wife, Charlotte, or playing games on a Monday night with the rest of his family.

“HUG is a great way to get hands on training, as well as

interact with colleagues to see how they are utilizing, not only Host, but partner systems and

processes at their properties as well. I have broadened my network of contacts through

HUG each year.— ALEX LANDERS, CRME, REVENUE MANAGER,

THE HENDERSON

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Intensive Trainings

Breakout Sessions 1

Breakout Sessions 2

Breakout Sessions 3

Breakout Sessions 4

001Comprehensive

Rates

010First Time Attendees

101New Features & Roadmap

111New Product

Spotlight: Teres POS

121Res Call Center Horror Stories

131Revenue

Management for Properties with

Owners

002Comprehensive Housekeeping

112Front Desk

Fundamentals

122Revenue Horror

Stories

132Vendor

003Comprehensive

Basic Host

113TBD Favorite

Things

123F&B POS & Retail

Horror Stories

133Teres New Features

004Comprehensive

Groups

116WorldNXT Lodging

Booking Engine

126IT Horror Stories

136Hosting:

Heaven or Hell?

115Creating Revenue

Management Systems with

SMS Data

125Accounting & Finance Horror

Stories

135Cultivating Loyalty

with Your Staff

114Prepping for

Upgrades

124Operational Horror

Stories

134SMS|Host Anywhere

& Digital Reception

Conference Agenda

November 3SUNDAY

November 4MONDAY

12:30–2:009:45–11:15 11:30–12:30 2:00–3:00 3:15–4:30

005POS Deep Dive

012Benefits of a Site

Audit

011Using Your HUG

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1:00–4:00 4:15–5:15 5:30–7:30

7:30–8:30

8:30–9:30


Breakout Sessions 5

Breakout Sessions 6

Breakout Sessions 7

Breakout Sessions 8

201Vendor

211Vendor

221WorldNXT:

Configuration & Set Up

231Vendor

202Rates Bootcamp 1

212Rates Bootcamp 2

222Rates Bootcamp 3

232Rates Bootcamp 4

203SpaSoft: What’s

New, What’s Next

213SpaSoft: How to

Become a Forbes Awarded Spa

223SpaSoft: Revenue

Management Strategies & Panel

Discussion

233SpaSoft: Yield Management

Tools

204Spring Cleaning

for Your SMS System

214Data Privacy &

GDPR

206Team Building

Toolkit

207Data Security

Town Hall

205Owner Accounting

224Moving to SQL

216Tony Brigmon’s: FUNomenal™ Communicaton

215Transitioning from

Touch to Teres

236Leading for Respect: A

Manager’s Guide to Civility in the

Workplace

237Digging out:

How to get organized and control when you

are Over-worked, Over-committed, and

Over-whelmed

226Following the Guest Journey

227New Integrations

Panel

225Housekeeping Best

Practices

235The Use of Role Based Menus

in SMS|Host

234So You

Want to be a Diplomat Expert?

Conference Agenda

November 5TUESDAY

7:45–8:45

8:45–10:15

11:45–1:0010:30–11:45 1:00–2:15 2:30–3:45 4:00–5:15

Session Key User-led Session

SMS-led Session

Vendor-led Session

SpaSoft Session

Guest Speaker Session

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Getting the most from HUGWith so many courses available, it’s wise to make a plan in advance of arriving at HUG. Take a few moments to decide what are the most important sessions to attend, and work with the other attendees from your property to ensure that you have someone in each of those. Take notes and share the information with your colleagues.

It is impossible to be everywhere at once, so choose the sessions that will impact you the most and that will most benefit your property.

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Conference Agenda

Breakout Sessions 9

Breakout Sessions 14





301P is for Profiles

411Spotlight: Teres

POS

311Create Loyalty Without a Full Blown Loyalty

Program

321 Vendor

331Folio Management

341Employee

Communications: Bulletins and

Beyond

302Basic Groups

412SMS Host

Anywhere & Digital Reception

312Advance Groups

322Spotlight:

WorldNXT Group

332Channel

Management Best Practices

342Industry Session — Topic to be

Announced

303Derived Rates

413SpaSoft: Utilizing

Your Utilities

313Package Theory

323Retail POS

Comparison Panel

333Zoom, Zoom:

Benefits of Enhanced Integration

343Touch Panel

304Navigating

Support from Case Open to Case Closed

414New Features:

Q & A

314R&R Bootcamp 1

306Work Orders

307Vendor

305SpaSoft: Building

Packages 101

415Last Chance Rates

Discussion

324R&R Bootcamp 2

316Retail Packages

via your Reservations &

Front Desk Teams

317Data: Extracts, Exports, etc.

315SpaSoft: Back to Basics Bookings

336Training Seasonal Staff: Zero to 60 in Three Days

337IT General Session

346Call Center Panel

347New Feature

Review

326Employee

Motivation & Incentivizing

327Disaster Recovery: Accounting After

the Storm

325SpaSoft: IT

Fundamentals

335SpaSoft: Robyn’s Favorite Things

345SpaSoft: Round

Table

334R&R Bootcamp 3

344R&R Bootcamp 4

November 6WEDNESDAY

November 7THURSDAY

7:15–8:15

8:15–9:45 7:00 8:30–

9:3012:15–1:1510:00–11:00 9:30–10:4511:15–12:15 1:15–2:15 2:30–3:30 3:45–4:45

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Breakout Sessions

Sunday, November 3001 Comprehensive Rates

SMS-ledA thorough session looking at all aspects of rates and the myriad ways they can be configured. This will include the functionality of derived rates featured in V22.

002 Comprehensive HousekeepingSMS-ledBuild a strong foundation for your housekeeping department with this overview of the concepts and setup of Housekeeping in SMS|Host.

003 Comprehensive Basic HostSMS-ledFor those Users new to SMS|Host, this three-hour SMS-led, session will provide a high level review of functionality available in the robust system and offer how-to tips of some of the most basic functions.

004 Comprehensive GroupsSMS-ledStarting with the basics and moving to more advanced techniques, learn and discuss the business of creating and managing your group business in SMS|Host. Includes a review of the most recent functionality additions and the most useful reports.

005 POS Deep DiveSMS-ledWe will take a look at the point of sale solutions that Springer-Miller Systems has available today, and dive into the roadmap and most recent release features and functionality of both SMS|Touch and Teres.

010 First Time AttendeesUser-ledFor first time HUG attendees, this session will give you all the information that you need to have a productive, informative and fun conference.

011 Using Your HUG DegreeUser-ledEver look over the HUG conference agenda and feel overwhelmed? This session will provide tips to maximize conference material and develop action plans to take conference material to operational implementation.

012 Benefits of a Site AuditSMS-ledJust like it is important to go to the doc’s for an annual check up, its important to get a check up on your system! A site audit is a compre-hensive assessment of your SMS|Host system, and a fantastic way to ensure you are getting the most efficient utilization of your software. SMS will walk you through some examples and demonstrate what the typical site audit process looks like.

Welcome ReceptionStart your 2019 HUG Conference Experience off on the right foot with the Opening Night Reception. This is an opportunity to meet and greet friends and fellow colleagues at the reception sponsored by The American Club. Drinks and hors d’oeuvres will be served.

Monday, November 4101 New Features & Roadmap

SMS-ledA valued annual tradition, this session highlights all the latest features in the most recent releases of SMS|Host as well as a high level overview of the most recent integrations and interface updates. In addition to reviewing valuable enhancements, this session will take a look at the product roadmap. This is an overview of the enhancments and new functionality, in-depth training is not provided during this session.

111 New Product Spotlight: Teres POSSMS-ledTeres Point-of-Sale system has both F&B and Retail capabilities, fully integrated to your SMS|Host system. This session will provide an over-view of the newest POS solution.

112 Front Desk FundamentalsUser-ledTraining Front Desk Agents is more than just learning the technology. This discussion will focus on key strategies we can impart on our front line to make sure that every guest interaction is a memorable one.

113 TBD Favorite ThingsSMS-ledJoin one of your favorite SMS staff members to hear about their favorite things in Host. You may just learn new ways to use a feature you are already using, or find out about features you didn’t even know existed!

114 Prepping for UpgradesSMS-ledJoin SMS to learn how to make sure that everyone at your property is on board and ready for the next upgrade. This process is not just for your IT department and consideration should be given to include your primary users.

115 Creating Revenue Management Systems with SMS DataUser-ledCreate a simple reservation data warehouse at market segment levels using YLdata or import reservation preview by market segment with Excel and R&R. Use PivotTables to slice & dice data, get incremental report views and weekly trend analysis. Interact with forecast manage-ment systems, variance to forecast, budget, and other key financial metrics. Also review Dashboard in PowerBi /Tableau.

116 WorldNXT Lodging Booking EngineSMS-ledSeamlessly integrated into the SMS|Host Hospitality Management System, online reservations flow in real-time from the web to the SMS|Host system without incurring transaction-based fees. WorldNXT is fully integrated with the SMS|Host system, sellable inventory, rates and availability are automatically updated as changes are made in the SMS|Host system; there is no need to manually update your online information. WorldNXT automatically translates the robust packaging capability of SMS|Host for the web, maximizing your return.

121–126 Departmental Horror Stories!

User-ledWe’ve all had them. Accounting team, G/L’s are out of balance at month end, what do you do? Operations team, you have back-to-back sell-outs of two different groups? Or, a guest who shows up with their unopened confirmation letter in hand for the wrong arrival date. How do you handle? IT, Your server goes down during peak season and your backup didn’t run! Res Call Center, The phones are overloaded and new rates were just released. Revenue team, Sales wants to spin up a new web-only package and you are out of parity again? Food & Beverage, Kitchen printing is down, HELP! These departmentalized sessions provide an opportunity to share your horror stories with peers at other properties and strategize how to best handle these stressful situations!

131 Revenue Management for Properties with OwnersUser-ledWho’s the boss? Your owners or you? This discussion will focus on the challenges that owner managed units face when it comes to pricing and selling strategies.

132 VendorVendor-led

133 Teres New FeaturesSMS-ledTeres Point-of-Sale system has both F&B and Retail capabilities, fully integrated to your SMS|Host system. This session will provide an over-view of the newest features in this POS solution.

134 SMS|Host Anywhere & Digital ReceptionSMS-ledJoin us for this deep dive on SMS|Host Anywhere & Digital Reception. We’ll review all of the features available in our mobile product, and highlight the newest additions.

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Breakout Sessions

135 Cultivating Loyalty with Your StaffUser-ledWith unemployment at record lows and employers scrambling to fill vacancies, are we going about hiring the wrong way? This session focuses on how to retain staff and create a culture of loyalty and retention through programs you can make available to staff.

136 Hosting: Heaven or Hell?User-ledThis will be a Panel Discussion about Hosting your property systems. What are the best options for Hosting your systems? Why would you choose one hosting service over another? These and many more questions will be discussed during this session.

Tuesday, November 5201 Vendor

Vendor-led202, 212, 222, & 232 Rates Bootcamp 1–4

SMS-ledYou loved it last year, so it’s back! A full day of SMS|Host Rates training. Each session is hands-on and builds upon the previous session so you will be fully trained on all aspects of rates, including new rates functionality in the latest version of SMS|Host.

204 Spring Cleaning for Your SMS SystemSMS-ledWhether your property has been installed for 1 year or 30, you should have strategies to making sure your system and data are up to date and accurate. Join SMS for the best practices on making sure that your system is free of cobwebs.

205 Owner AccountingSMS-ledSMS|Owner properties face unique operational and procedural oppor-tunities. This class focuses on best practices and available Owner Fulfillment functionality for running your operations.

206 Team Building ToolkitUser-ledYour employees are your greatest asset, but how do you turn them into a team? This breakout will be an interactive team building session where you will learn first hand many tools, activities, and conversation starters that you can bring back to build your team.

207 Data Security Town HallSMS-ledJoin us for a moderated panel discussion on all things related to the security of your system and data. From GDPR, PCI, and PII — we will talk about the current state of the union and what we see as future trends.


214 Data Privacy & GDPRSMS-ledSMS has developed strategies in the software to keep your guest’s data GDPR compliant. Join us to find out what these are and how you can further create processes to ensure your property is compliant.

215 Transitioning from Touch to TeresUser-ledYou’ve made the decision and it is now time to move on from your Touch system to Teres! Join this session to learn what you need to know about your upcoming transition from one system to another, what you will need to have prepared, and how to create a workable transition strategy.

216 FUNomenal™ CommunicatonGuest Speaker: Tony BrigmonThis program is about how to become irresistibly attractive in your communication with others. And it’s easy when you know how to COMMUNICATE to energize, CONNECT to engage, and CULTIVATE shared knowledge to enrich. Some great teachers taught Tony how to do this. He can teach you. It’s what he does. The more he gets to

share the more alive he becomes which means the better you’ll get at communicating with you know who. Woohoo.

221 WorldNXT: Configuration & Set UpSMS-ledThis session will take you through the steps for configuring your SMS|Host system for WorldNXT Lodging, Owners, and Mobile. The first half of the session will focus on the configuration you need to complete in Host and the second half will focus on an overview of the administrative portal and the options you have for configuration based upon your WorldNXT product(s).

224 Moving to SQLSMS-ledMigrating your traditional FoxPro databases to SQL databases involves several requirements and coordination efforts. Join this session to get a better understanding of the process to migrate your SMS|Host system to SQL databases.

225 Housekeeping Best PracticesUser-ledHousekeeping extends beyond keeping your hotel premises spic and span. If you want your hotel to outshine your competitors or ensure your guests praise your hotel services, then ‘housekeeping’ is the sure fire way to turn things around in your favor. In this session learn the best practices of how your housekeeping department can set your property apart from the rest.

226 Following the Guest JourneyUser-ledEach point of contact is an opportunity to influence the guest stay and future stays. Are you using SMS|Host to help improve your services and product offerings? What data are you capturing and reporting on? Join this lively discussion and come away with implementable ideas.

227 New Integrations PanelSMS-ledJoin us for a quick presentation and review of new vendor/partners that we have welcomed to the SMS|Host family


234 So You Want to be a Diplomat Expert?SMS-ledThis training session will focus on the operation and support of SMS|Diplomat and interface components. We will cover usage of SMS|Diplomat web administration, configuration, logging features and using the SMS|Diplomat Controller in SMS|Commander.

235 The Use of Role Based Menus in SMS|HostSMS-ledCome to this session to learn about the best practices of using role based menus in SMS|Host.

236 Leading for Respect: A Manager’s Guide to Civility in the WorkplaceUser-ledBased on the recommendations outlined in the EEOC’s 2016 Report of the Co-Chairs of the Select Task Force on the Study of Harassment in theWorkplace. Leading for Respect focuses on respect, accept-able workplace conduct, and the types of behaviors that contribute to a respectful and inclusive workplace. This training discusses the psychology of incivility, how to promote a culture of civility and covers employers’ harassment prevention policies and procedures.

237 Digging out: How to get organized and control when you are Over-worked, Over-committed, and Over-whelmedUser-ledA cluttered desk, messy files, or worse no files at all are all symptoms of a larger problem-disorganization. This session will take a deep dive in how to increase work productivity and use your time in the most efficient ways. We will discuss methods on how to declutter, both in the physical and virtual world, and how to set actionable plans with steps for proper organization. The goal is to work smarter, not harder!


Breakout Sessions

Wednesday, November 6301 P is for Profiles

SMS-ledDid you ever accidentally hit the P key on a guest tile and say “Whoa, where am I?”. Instead of quickly escaping back and abandoning ship, learn how to embrace and use this tool that can help you in getting to know your guests better.

302 Basic GroupsUser-ledThis session covers the fundamentals of managing groups in SMS|Host as well as tips to make your group experience as easy as possible. Whether you’re new to the system, new to managing groups, or just need a refresher on how to effectively and efficiently manage groups, this session is for you.

303 Derived RatesUser-ledHow many rates do you have in your system? Host’s newest enhance-ment to the world of rates, this session will be a simple discussion on how set them up and why you might want to think about using them.

304 Navigating Support from Case Open to Case ClosedSMS-ledI want it fixed and I want it fixed now! A two-way discussion on how to submit and follow-up on support requests and what information you need to provide when opening a case.

306 Work OrdersSMS-ledIt’s nice that there’s a work order management module, but how many properties use it and use it well? There are a lot of departments and individuals involved in a successful roll-out of the work order manage-ment system. This session will review how to get everyone to buy in and use the system effectively.


311 Create Loyalty Without a Full Blown Loyalty ProgramSMS-ledThe Bavarian Inn Perks Club was deployed in October 1999 by Jim Engel in a previous PMS system. When the Lodge migrated to HOST, they immediately enlisted the LOYALTY module to operate the club. Now with 20 years of loyalty training and migration to a powerful loyalty interface, Jim will share philosophies and concepts that the BIG PLAYERS in loyalty are studying in all industries — including ours.

312 Advanced GroupsUser-ledNow that you’ve covered the basics in Session 302, now you will learn to use the advanced tools and techniques to effectively manage groups in SMS|Host.

313 Package TheorySMS-ledFrom creating packages on the fly to in-depth package breakage. This session will cover the flexible and unique functionality of pack-ages within the rates module as well as best practices in package theory.

314, 324, 334, & 344 R&R Bootcamp 1–4

SMS-ledYou loved it last year, so it’s back! An all day, hands-on report building class. This session will include: Accessing R&R, Selecting a Master Table, Page Layout/format, Saving Reports, Adding reports to Host, Using the data dictionary.

316 Retail Packages via your Reservations & Front Desk TeamsUser-ledThink beyond traditional wine & cheese baskets; champagne pack-ages and flowers. Learn how Bavarian Inn Lodge (one location w/ 360 rooms) and Revenue Manager Kim Whalen took Front Desk RETAIL packages beyond $100,000 in incremental sales for the past 3 years by working closely with their Retail Division. Take advantage of all seasons and all markets & learn how it can be done in HOST.

317 Data: Extracts, Exports, etc.SMS-ledSMS has welcomed many new vendors this year as Secure Data Extract validated partners. Come learn about what SDE is, why it’s important, and how to engage with both SMS and the vendors in the process.


322 Spotlight: WorldNXT GroupSMS-ledThe WorldNXT Group Portal is an exciting new addition to the World-NXT Product Suite. In this session we will walk users through both the staff-facing side of the portal as well as the external user side. The group portal is a fantastic tool and addition to your busy group sales office. Cut down on those phone lines ringing, get information to your groups faster and more professionally, and enable streamlined real-time communication.

323 Retail POS Comparison PanelSMS-ledJoin this discussion group to review some of the Retail POS systems that are available including Teres.

326 Employee Motivation & IncentivizingUser-ledIn order to push employees to do their best in every part of their job, properties need to be proactive in creating opportunities for their team members to excel, and reward them when they do. What are the best practices for rewarding your employees? In this session you will discuss with like-minded attendees the ways that work best to motivate your staff.

327 Disaster Recovery: Accounting After the StormUser-ledIn this sesssion learn that the process of recovery begins with a good policy of detection and monitoring. Make sure that whatever disaster recovery plan you create accounts for carefully keeping track of your data in case of less obvious disasters — things like fires when you are out of the office, malicious intrusion (either physical or cyber), power outages and the like. The faster you can learn that your data is in danger, the quicker you can react, and the easier the recovery process can be.

331 Folio ManagementUser-ledThis class will take you through the basics of managing folios in SMS|Host, including new functionality, tips and tricks.

332 Channel Management Best PracticesUser-ledHere you will learn about the vast amount of different settings and options that can be configured to maximize the seamless connection between SMS|Host and your distribution partner and discuss what is YOUR best option.

333 Zoom, Zoom: Benefits of Enhanced IntegrationSMS-ledWhats sets SMS’s POS apart from 3rd party systems? The tight inte-gration between SMS and our proprietary POS solutions (Touch and Teres) has capabilities that you will not benefit from with any other POS. Come learn about the enhanced integration features.

336 Training Seasonal Staff: Zero to 60 in Three DaysUser-ledNewsflash, those of us with seasonal properties do not have it made. This session will discuss the challenges from starting with a bare bones staff to ramp up to fully operational in less time than most properties allocate to training their new hires. Join some seasoned professionals on tips of bringing new staff and systems online from 0 to 60.

337 IT General SessionUser-ledAlways a lively and interesting discussion, in this session IT profession-als exchange knowledge and experiences related to the use of SMS solutions. The presenter will be prepared with several key topics or feel free to suggest topics to the group.

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Breakout Sessions

SpaSoft Breakout Sessions

341 Employee Communications: Bulletins and BeyondUser-ledOne of the most useful pieces of functionality in the SMS|Host system, Alerts & Bulletins allow you to notify people about changes in the status of guests, reservations, activities and more. This session will show you how to get this functionality up and running at your property.

342 Industry Session — Topic to be AnnouncedGuest SpeakerThis session is lead by an industry professional and provides an informative discussion on an aspect of our industry. Past topics have included topics such as the State of the Industry, Marketing in a digi-tal world, and ADA compliance. This year’s guest and topic have not yet been filled. Look for and announcement in a future newsletter.

343 Touch PanelSMS-ledJoin this discussion group to review some of the top how-to ques-tions for SMS|Touch POS. In addition to the training and discussion, this group will also discuss new enhancement ideas for SMS|Touch POS or other SMS POS products.

346 Call Center PanelUser-ledJoin us for a panel discussion where we discuss your inhouse call center. Topics will cover staff motivation, training, and more.

347 New Feature ReviewSMS-ledJoin Ahmad Abdel-Mawgood and Rick Downing for this review of New Features in SMS|Host. Get a sneak peak at what is coming, and ask questions.

Thursday, November 7411 Spotlight: Teres POS

SMS-ledTeres Point-of-Sale system has both F&B and Retail capabilities, fully integrated to your SMS|Host system. This session will provide an over-view of the newest POS solution.

412 SMS Host Anywhere & Digital ReceptionSMS-ledJoin us for this deep dive on SMS|Host Anywhere & Digital Recep-tion. We’ll review all of the features available in our mobile product, and highlight the newest additions.

414 New Features: Q & ASMS-ledSession 101 “New Features” is always so exciting and energizing, but now you have questions about all the new features you learned about. Join us in this session to take a deeper dive into all the ques-tions that have come up throughout the week.

415 Last Chance Rates DiscussionUser-ledWhat did you learn and want to see more of? IS there something you missed or heard about? Calendars, derived rates , rates by room type, Yield controls….

203 SpaSoft: What’s New, What’s NextSMS-ledThis session will present a thorough review of all the great enhance-ments included in the latest release of SpaSoft, and offer a preview of the upcoming version roadmap. In addition, this session will cover the the latest enhancements in the SpaSoft Online Booking Engine and SpaSoft Mobile.

213 SpaSoft: How to Become a Forbes Awarded SpaUser-ledBecoming a Forbes rated Spa can be a daunting but rewarding task. Attend this session to learn what you will need to achieve to become a 4 or 5 star facility and how to maintain your rating once you have it!

223 SpaSoft: Revenue Management Strategies & Panel DiscussionSMS-ledThis is a panel discussion featuring SMS staff and users that will discuss how to include Revenue Management in your Spa.

233 SpaSoft: Yield Management ToolsSMS-ledCome to learn about how to leverage demand by utilizing dynamic pricing and activity avaibility in SpaSoft and Online Booking, as well as available reports to help in decision making and analyzing your spa business.

305 SpaSoft: Building Packages 101SMS-ledCome to learn about the basics of creating packages in SpaSoft! We will even cover the commission configuration “must-knows.”

315 SpaSoft: Back to Basics BookingsSMS-ledJoin this session to learn about the best practices of bookings in SpaSoft including central reservations, classes, enhancements, multi-guest, multi-appointment bookings and standing appointments.

325 SpaSoft: IT FundamentalsSMS-ledLearn how to maintain and optimize SpaSoft in this technology session which will cover topics such as SpaSoft Utilities, account management, terminal configurations, archiving, system agents, and SQL.

335 SpaSoft: Robyn’s Favorite ThingsSMS-ledJoin Robyn to learn about her top 10 favorite SpaSoft tips and tricks.

345 SpaSoft: Round TableSMS-ledJoin your peers for a lively conversation all about Spa! Topics will range from training to using your SpaSoft system. This is your opportunity to choose the topic and drive the conversation.

413 SpaSoft: Utilizing Your UtilitiesSMS-ledSometimes old and expired data can bog us down and we spend way too much time adding new products and staff. Learn about our new maintenance utility to help clean up your system and the import utility that will make adding new data quick and easy.


Lodging & Registration

The American ClubKohler is excited to host the 2019 Host Users Group Conference November 3-7, 2019. The American Club® is a five-star, five-diamond hotel that has stood as an icon of gracious hospi-tality for 100 years. Set in the quaint Village of Kohler, Wisconsin, the full-service resort hotel offers elegant accommodations and unparalleled service. The adjacent Carriage House, home to Kohler Waters Spa, provides the same renowned service with a more contemporary ambiance. Kohler is located one hour north of Milwaukee (60 miles), one hour south of Green Bay (60 miles) and two hours north of Chicago (140 miles). The American Club is offering special discounts at Kohler Waters Spa and special green fees at Blackwolf Run® and Whistling Straights® , the home of the 2020 Ryder Cup, so come early or stay late!

The American Club $149

Carriage House $149

Inn on Woodlake $149

Inn on Woodlake — 4 Bedroom Suite $589 (This pricing available only until 8/2/19)

Hotel registration is open and ready to take your call at 855-410-6357. Be sure to use the group code of Host Users Group (HUG).

www.TheAmericanClubResort.com

Reservations: 855-410-6357 Group Code: HOST USERS GROUP (HUG)

RegistrationThe HUG Conference is open to any individual from a HUG member property in good standing. Your property must pay their 2019 HUG dues ($195) in order to attend the HUG Conference. You will have the option to add your 2019 Annual Dues payment to your conference registration charges. Register online at smshug.org/conferences/upcoming-conferences.

Registration fees cover all training and general sessions, all meals, breaks, networking events, and parties with the exception of Tuesday evening. Your registration fees do not cover any transportation or lodging costs or any incidental charges you may incur.

Early Bird Full Conference Registration available before 8/1 $559

Full Conference Registration from 8/1–9/8 $659

Late Full Conference Registration after 9/9 $699

SpaSoft Sessions Only Registration $449

Save money by registering before August 1, 2019!

• Send multiple attendees from your property for even more savings.

• Send four attendees, save 50% off registration on the fifth.

• Send nine attendees, your tenth registration is free.

Guest and spouse registration is available. See full pricing details at the registration site, smshug.org/conferences/upcoming- conferences.

All registrations are processed online at smshug.org/conferences/upcoming-conferences. You may register multiple attendees in one registration session. Payment is due at the time of regis-tration. Accepted forms of payment include Visa, Mastercard, American Express and check.

Conference registrations are refundable before September 30, and will be charged a $25 processing fee. After October 1, registration fees are non-refundable. Registrations are transfer-able, at no cost, to another attendee from your property until October 15, 2019.

Conference AttireBusiness casual attire is recommended for the daytime confer-ence sessions. For the Wednesday night party you may wish to consider dressing appropriately for the party theme, but it’s not required.

The American Club, Kohler, Wisconsin. Photo courtesy of Kohler Co.

3870 E. Flamingo Road, Suite A2#1010 Las Vegas, NV 89121

InsideThe HUG Conference Experience 2

Special Events 3

Conference Agenda 4

Breakout Session Descriptions 7

Lodging & Registration 11

NOVEMBER 3–7, 2019THE AMERICAN CLUB K O H L E R , W I S C O N S I N

Register by July 31 for best rates!smshug.org/conferences/upcoming-conferences

The American Club, Kohler, Wisconsin. Photo courtesy of Kohler Co.

NOVEMBER 3–7, 2019 THE AMERICAN...

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