Daily Congress Program

62nd UICH International CongressMendoza, Argentina, April 10th to 15th 2015

62nd UICH International Congress – Mendoza 2015

Dear Friends,

Over the past years our country has un-dergone a major cultural change regardingtourism activity. Argentineans have sto-pped relating it to leisure to start associa-ting it to work.

Each time a tourist chooses a destination, amassive productive mechanism -including countless actors of several sectors- is acti-vated: hospitality, gastronomy, transport, guide services, arts and crafts.

In this context, concierges represent anemblematic figure of the area who have forever added professionalism and quality to the services required by tourists.

The 62nd Congress of the International Union of Hotel Concierges to be held inMendoza, accounts for the permanent ope-ration of its members and their continuingcontribution to the area at worldwide level.

During five days, with the Andes Moun-tain Range as witness, attendants comingfrom all over the globe will combine inten-se work with tourism experiences in several points of the Cuyo region.

Five years after the Pan-American Con-gress which gathered you in Buenos Aires in mid-2010, Argentina receives you once again. We welcome you and thank you for having chosen our country as seat. We wish you a good work and leisure stay.

Enrique MeyerMinistro de Turismo de la Nación

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62nd UICH International Congress – Mendoza 201562nd UICH International Congress – Mendoza 2015

62nd UICH International Congress2015 Mendoza, República ArgentinaOn behalf of all Mendoza, I extend a warm welcome to the Province of Mendoza, landwith history, present and future; land ofgreat deeds that pay permanent tributeto General Jose de San Martin, maximumhero of the Independence of Argentina,military and political leader, exceptionalhuman being who made us and makes usrecognized worldwide.

Mendoza is earth and space where morethan two million people live; oasis where various industries develop to providegenuine work to thousands of people who,with their families, strive daily for their effort to produce a higher yield and greaterprogress, and where leaders like me, side byside with employers, put our greates effort to create scenarios conducive to sustainingemployment and growth in this province.

And it is in this context where tourism is inserted as the backbone to lay thefoundation for development of Mendoza,strengthening the current offer of accom-modation and services and pushing for theopening of new businesses (hotels, hostels,cottages, and wineries) to boost further thearrival and overnight stay of Argentine andforeign tourists.

Today we are visited by national and inter-national concierges, people with interestand special affinity for the hotel business,because of their own professional work characteristics. Participants of a congressthat will mean for the Province a new mi-lestone in the “Business Tourism” segment,in which we stand among the best andmost prominent destinations of Argentina.Event will also involve direct promotion ofthe benefits of this land, and positioningto achieve the realization of new encoun-ters, benefiting tens of suppliers of related services.

We are deeply grateful for being chosen asthe venue, and we are at your disposal torealize other challenges. Because if your goal as a concerje or concierge is to improve the guest experience of the hotel, under theslogan: “The art of making the impossiblepossible”, it is one of our purposes to make you enjoy a pleasant stay and share uniqueexperiences during your visit.

Mendoza, province with Great Spirit. Desti-nation for the UICH International Congress and main headquarter to the “Congress Tou-rism” segment. Fertile land for the realization of business and the growth of all.

Dr. Francisco Perez Mendoza Governor

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62nd UICH International Congress – Mendoza 2015

Mendoza opens its doors

The Province of Mendoza opens its doorsto welcome the 62nd UICH International Congress, major and transcendent event which places us once again, on the nationalstage as the primary headquarter for theMeeting Tourism segment.

This segment is one of the biggest bets ofMendoza, in its aim to position the des-tination, with 139 spaces dedicated to theorganization of conferences, exhibitionsand events and 26,798 seats available only for tourist facilities.

As congress participants and also tourists,you can enjoy a wide range of options, forexample high mountain activities, as part of the Adventure Routes of Tourism, pro-duct recently launched. And combine your walk with flavors of our land, through pro-posals that contain the Gastronomic routesMendoza, always paired with the national drink, with our wine that identifies us the world.

We are very flattered to be the destination of choice for hosting this meeting; forbeing the place where you can exchange work experiences and also relax among colleagues; and we are deeply grateful that you decided to allow Mendoza to be a part of your memories.

Javier EspinaMinistro de Turismo de Mendoza

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62nd UICH International Congress – Mendoza 2015

Dear Colleagues, Dear Friends,Welcome to Mendoza; one of nine cities worldwide in the network of Great Ca-pitals of Wine and the city where “Seven Years in Tibet”, was filmed. Mendoza is a frequent stopover for climbers on their way to Aconcagua (the highest mountain in the Western and Southern Hemisphe-res) and for adventure travellers interested in mountaineering, hiking, horsebackriding, rafting, and other sports.

In this city, President Mario Morelli andhis team are hosting this 62nd Internatio-nal Congress which promises to be fruitful,productive, and educational.

The first International Congress in South America which could showcase our Associa-tion; promoting, establishing and suppor-ting Les Clefs d’Or concierge in the various countries of the South America region.

Our wish to express our great appreciationto each and everyone of the organizingcommittee who have dedicated long hours of hard work and passion to an openhear-ted welcome. We would like also to thank the local and international sponsors and supporters aswell as the local authorities for their contri-bution to the success of this congress.

The inspirational speakers and panel mem-bers who with their presence will make theeducational day exceptional.The Andy Ponco Award nominees, who have traveled from all over the world with the passion of youth and the strength offriendship to join us.

This 62nd International Congress couldbe the second step of a roadmap whichcan bring our Association to a new era ofprogress, innovation and education. Many projects have started and evolved. Updates

and upgrades have been done or are in process as needed.

All the above could not have happened without the support and assistance, sugges-tions, proposals and inputs of the section presidents, zone directors, members and sage.

The Executive Committee members the last two years have dedicated time and effort to fulfill their duties at the best pos-sible way. Willing to assist and support any action and projects on national or interna-tional levels; providing the necessary tools, cultivating the values and principals of our association and networking with sponsors, supporters and partners.

This mandate since its beginning had threepillars: Communication, Collaboration,and Comprehension. We have not howe-ver, achieved the maximum of the three. We have tried our best and we have learned from our mistakes.

We have done things differently with oneand only one purpose which is and always has been to serve the best possible way for all of you, our colleagues and friends all around the world.

We appreciate your patience, your com-munication, your collaboration and your comprehension.

I would like once more to thank all of my colleagues who have served so diligently on the Executive Committee for their support the last two years, the Board of Directors,the Zone Directors and the Sages for theirassistance and also to you, our members around the world for your friendship.

Vive Les Clefs d’Or

Emmanuel Vrettos International President UICH Les Clefs d’Or Executive Committee

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62nd UICH International Congress – Mendoza 2015

Dear Friends of Les Clefs d’Or Worldwide, We have been so very fortunate to share so many experiences and great locations ofthe world and now another unique and new location for us; the wine region ofMendoza, Argentina. As mentioned in our most recent “Concierge Traveller” RE-VUE: “Beneath every pair of Golden Keys lies the soul of an explorer.” “Conciergesby nature are globally curious individualswho seek out experiences in the nooks andcrannies of the world.” What makes us most unique is that it is in fact our passion,our calling, to share this expertise with ourguests and friends alike. Among the many benefits of our International Congressesis a golden opportunity for us to actuallyput ourselves in the “shoes of our guests”as we experience all that worldwide travel has to offer but most importantly to sharethis with dear friends in the spirit of our profound motto: “In Service ThroughFriendship.”

Inspection all about the importance ofthis very special region. Not only does Mendoza produce more than 70% of all wine production in Argentina but also associated with wine is always great food, culture, and beautiful bucolic landscape and vineyards. During the next few days we will learn a great deal about this land, about the popularity of Vinotourism. We will listen to world leaders and enrich ourselves during our Educational Day, we will discuss our very own business at hand but first and foremost we will gather as friends: “May the Wine ofFriendship Never Run Dry.”

Vive Les Clefs d’Or

Our very dear friends and colleagues ofLes Clefs d’Or Argentina have worked arduously for more than two years to plan and organize the very best that the Mendoza Region has to offer. I have learned from my previous visit in January during the Congress Site

Michael Romei General SecretaryUICH Les Clefs d’Or Executive Committee

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62nd UICH International Congress – Mendoza 2015

Dear colleagues around the world:Welcome to Mendoza!! The day is finally

here, and we are very thankful that you joined this amazing event. We formally welcome you to the 62nd UICH Interna-tional Congress in Mendoza, Argentina,from April 10th to the 15th 2015.

It was a long journey traveled, and a lot of work, time and effort from all of our team to put together the best meetingagenda for you to enjoy. We have so many people to thank that we would like to men-tion them for their great commitment andhard work to make all this come true.

First of all, we want to mention and thank the International Committee of Les Clefs D’or, for entrusting us with this bigresponsibility, for allowing us to invite you to our country, and for all the help andsupport you have given us in the breathta-king task of organizing this meeting.

Following, we are mostly thankful that we had the greatest and most hardwor-king team of Concierges in Argentina, alljoining efforts to accomplish the goals.This is a task that requires a working team, and we sure had the best one. Thank you

very much and congratulations for all your excellent work. We would also like to give a special men-tion to the Minister of Tourism of the Nation, Mr. Carlos Enrique Meyer, and the authorities of the Government of the Province of Mendoza, the Governor Fran-cisco Pérez, and the Minister of Tourism ofMendoza Javier Espina, whose collabora-tion was the starting point for us to make an event of this magnitude possible in theircity.

Last but not least, none of this would have been possible, without all your support. Thank you for coming to visit us, for choo-sing our city to gather with your friends. We hope you get to experience our culture and life; that you make new friends and cultivate relationships; and that you rest and enjoy the greatest views, meals and wi-nes that we have to offer from our home.

On behalf of Les Clefs D’or Argentina, we give you a warm welcome to our home, hoping you come back soon!

Viva Les Clefs D’or In service through friendship

Mario Morelli Concierge -Sheraton Buenos Aires President ofLes Clefs D’or Argentina

62nd UICH International Congress – Mendoza 2015

Daily Congress Program

Day 0 | THURSDAY April 9 20:00 - 23:00

Dinner for Executive Committee | Participants: Executive Committee | Winery

Day 1 | FRIDAY April 10 All day

Arrivals and bus transfers from the Mendoza Airport to hotels | All Participants

This is the only day with available transfers to and from the airport.

08:00 - 19:00 Registrations | All Participants | Sheraton HotelMendoza | Room: Fader

Primitivo de la Reta 1009, 5500 Mendoza

09:00 - 17:00 Executive Committee Meeting| Participants: Executive Committee | Sheraton Hotel Mendoza | Room: Agrelo

Dress Code: Business Casual

Primitivo de la Reta 1009, 5500 Mendoza

19:00 - 23:00 Opening Ceremony and Welcome Cocktail | All Participants | Sheraton Hotel Mendoza – Room:Fader

Dress Code: Business attire

Primitivo de la Reta 1009, 5500 Mendoza

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62nd UICH International Congress – Mendoza 2015

Daily Congress Program

Day 2 | SATURDAY April 11Breakfast | All Participants | Sheraton and Diplomatic Hotel

09:30 - 17:00 Gaucho Day in Bodega Atamisque | All Par-ticipants (except Executive Committee and Board Directors) | Bodega Atamisque Buses leave from each hotel at 8.30am sharp.

Dress Code: Casual. This is an outside activity; please bring water, comfortable clothing and sun protection (sunblock, sunglasses, and hat).

*Special Activity planned for Starwoods Meeting participants. Please confirm upon registration.

Ruta provincial Nº 86 - Km 30 - San José – Tu-pungato

09:00 - 17:00 Board Directors’ Meeting and Lunch| Parti-cipants: Board Directors | Convention and Exhibition Centre “Emilio Civit”

Buses leave from each hotel at 8.15am sharp.

Dress Code: Business attire

Av. Peltier 611- (5500) Ciudad de Mendoza

17:00 - 20:00 Free Time | All Participants

19:00 - 23:30 Dinner | All Participants | Dinner Around

No transportation will be provided for this dinner. Please arrange with your group to share cabs or walk.

This activity will have random designation of venue; you will receive more information of your group and Home or Restaurant, at the registration desk. Dress Code: Business casual

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62nd UICH International Congress – Mendoza 2015

Daily Congress Program

Day 3 | SUNDAY April 1207:00 - 08:00

Breakfast | All Participants | Sheraton and Diplo-matic Hotel

09:00 - 17:00 Educational Meeting | Executive Committee, Board of Directors, and Delegates | Convention and Exhibition Centre “Emilio Civit” |

Buses leave from each hotel at 8.15am sharp.

Dress Code: Business attire

Complete information about Educational Program following the agenda.

Av. Peltier 611- (5500) Ciudad de Mendoza

09:00 - 17:00 Accompanying Program: “Argentina Rafting”in Potrerillos and Lunch

Buses leave from each hotel at 8.30am sharp.

Dress Code: Sport.

This is an outside activity; please bring water, com-fortable clothing and sun protection (sunblock, sunglasses, and hat). You should also bring swimwear. The available activities are: canopy, trekking, rafting. Please choose one and confirm this upon registration. You can also enjoy the site view and waking trails if you do not wish to subscribe to the activities.

Ruta 7 km 1100, Potrerillos, Mendoza.

17:00 - 19:00 Free time | All Participants |

20:00 - 23:00 Dinner Asado at Finca Don Miguel | All Par-ticipants

Dress Code: Business casual

Buses leave from each hotel at 08.00pm sharp.

Ruta 40 y Araoz, Luján de Cuyo, Mendoza.

62nd UICH International Congress – Mendoza 2015

Daily Congress Program

Day 4 | MONDAY April 1307:00 - 08:00

Breakfast | All Participants | She-raton and Diplomatic Hotel

09:00 - 17:00 Annual General Meeting andLunch| All Participants | Con-vention and Exhibition Centre “Emilio Civit”

Buses leave from each hotel at 8.15am sharp.

Dress Code: Business attire

Av. Peltier 611- (5500) Ciudad de Mendoza 10:00 - 14:00

Accompanying Program: City Tour and Shopping

Buses leave from each hotel at 9.30am sharp. Dress Code: Casual This is an outside activity; please bring water, comfortable clothing and sun protection (sunblock, sun-glasses, and hat).

17:00 - 19:00 Free Time | All Participants 20:00 - 23:00

Countries Meeting | All Partici-pants | Free Night - Organizedby each country

No transportation will be provided for this dinner. All arrangements are done by each country representative. The Congress does not provide this dinner.

Dress Code: Business casual

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62nd UICH International Congress – Mendoza 2015

Daily Congress Program

Day 5 | TUESDAY April 1407:00 - 08:30

Breakfast | All Participants | Sheraton and Diplo-matic Hotel

09:00 - 15:00 Golf Activity | Only for Subscribed Participants |Bodega Atamisque

Buses leave from each hotel at 8.00am sharp.

Dress Code: Casual - Sport

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Ruta provincial Nº 86 - Km 30 - San José – Tupun-gato

This is an outside activity; please bring water, comfor-table clothing and sun protection (sunblock, sunglas-ses, and hat).

09:00 - 12:00 Optional City Tour | All Participants

Please confirm upon registration

20:00 - 04:00 Gala Dinner | All Participants | Bodega losToneles

Dress Code: Black Tie

Buses leave from each hotel at 07.00pm sharp.

Day 6WEDNESDAY April 15 Breakfast | All Participants | Sheraton andDiplomatic Hotel

All Day Departures from the Hotels to the MendozaAirport | All Participants

62nd UICH International Congress – Mendoza 2015

Educational Day Speakers PreviewONE world - NEW world

Mr. Jeff Wielgopolan VICE PRESIDENT,LEARNING & DEVELOPMENT FORBES TRAVEL GUIDE

In 2005, Jeff Wielgopolanjoined Forbes Travel Guide, where his positions rangedfrom Senior Manager of the Quality Assurance Divisionto Incognito Inspector to hiscurrent role of Vice President,Learning and Development. He has worked with hotels, restaurants and spas throu-ghout North America, Europeand Asia to improve service, staffs’ confidence and knowle-dge, as well as further proper-ties’ understanding of Forbes Travel Guide’s Five-Star standards and expectations.

Dr. Tim Jones PROGRAMME DIRECTOR THE FUTURE AGENDA

Dr. Jones is ProgrammeDirector of the Future Agenda project - the world’s first glo-bal open foresight programme - which has shared uniqueviews of the next decade around the world and is used by many different companiesas stimulus for challenge andnew thinking. The second Future Agenda project isrunning through 2015 andexploring new development across 20 topics via discussionwith informed experts in 100workshops in 50 countries.

Mr. Roger Paull VICE PRESIDENT GLOBAL BRAND MA-NAGEMENT, ST. REGISHOTELS & RESORTS,THE LUXURY COLLEC-TION & W HOTELS WORLDWIDE

Mr. Paull oversees the growth and development Starwood’s three luxury brands, compri-sing more than 175 properties,through differentiated and innovative guest experiences and superior service levels. Since 2007, Paull served as Senior Director, Global BrandManagement, where he was instrumental in the growth of W Hotels Worldwide, assisting with 26 openings inlocations including Istanbul,Barcelona, South Beach, Ho-llywood, Hong Kong and St. Petersburg.

Mr. Peter Greenberg TRAVEL EDITOR CBS NEWS

A multiple Emmy®-winning investigative reporter and producer, Peter Greenbergis America’s most recogni-zed, honored and respectedfront-line travel news journa-list. Known in the industryas “The Travel Detective”, he is the travel editor for CBS News, appearing on CBS This Morning, CBS Evening News with Scott Pelley, and SundayMorning, among other broad-cast platforms.

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62nd UICH International Congress – Mendoza 2015

Thank you all for supporting the 62nd UICH International Congress in Mendoza, Argentina.

Diamond

Platinum

Bronze

Sponsor

UICH International Partners and Sponsors American Express Bucherer International New York Times Hublot, Sponsor of Andy Pongco Award 2015

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