Thanks to social media, third party websites, and online reviews, expectations are set before guests even book a room. In this webinar, experts from Sojern and Triptease will provide you with tools and techniques to anticipate, shape, manage, and exceed guests’ expectations, including:

  • The major drivers of guest expectations: what sets them, when, and why
  • Tools & techniques for engaging with guests throughout their path to purchase
  • Industry-leading examples of managing & exceeding guests’ expectations

Our Speakers:


Chris Blaine
VP, Global Direct Sales & Account Management

A well-rounded go-to-market executive with diverse expertise in sales, marketing and customer care, Chris leads Sojern’s Property Solutions inside sales and account management teams. He brings more than 17 years of global experience in launching new businesses and building high-performing teams. Prior experience includes leadership roles in both sales and marketing at Dell and Intuit, as well as a short stint leading the US mobile advertising group for Phunware based in Newport Beach, CA. Chris has a BFA in Musical Theater from Syracuse University and an MBA from The College of William & Mary.



Charlie Osmond
Chief Tease at Triptease

Charlie started his first business, FreshMinds, after studying Engineering at Oxford University. Whilst building this business he was named UK Young Entrepreneur of the Year by Esquire Magazine and profiled in Seth Godin’s bestselling book Icarus Deception. Passionate about improving online travel Charlie launched Triptease in 2013 to help hotels deliver a better digital experience and increase direct bookings. Triptease pioneered the Direct Booking movement with their revolutionary product Price Check and now provide an entire Platform to hotels seeking to increase their conversion rates. In 2015 the firm was awarded Innovation of the Year at PhocusWright Europe and Charlie was named in HSMAI’s list of 25 Extraordinary Minds in Hospitality Sales & Marketing.

Today Charlie is the Chief Tease at Triptease, a member of YPO Manhattan, a Companion of CMI and a Fellow of the British American Project. He's served on the British Airways Business Advisory Board and won The Sunday Times £5M London Entrepreneur Challenge. Charlie is a keen sailor and runner. He recently finished second in the Death Valley marathon.

Hosted by Gregory Kennedy, Director of Brand at Sojern