Connect with SOCAP

Connect With SOCAP
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SOCAP’s Hospitality, Travel and Tourism Industry Community is home to customer care professionals from a variety of fields including airline companies, hotels and resorts, cruise line and vacation organizations, public transportation providers and many more. This Industry Community focuses specifically on the issues and trends affecting the hospitality, travel and tourism sector.

Hospitality, Travel and Tourism Discussion Board

Member Companies What are community members saying? Industry Champions


Carlson Hotels Worldwide

Carnival Cruise Lines

Choice Hotels International

Continental Airlines

Dallas Area Rapid Transportation

Dallas-Ft. Worth International Airport

Delta Airlines


Holland America Line

Hyatt Hotels & Resorts

Lake Express

LQ Management

Marquis Jet Partners

NFTA/Metro Bus & Rail

Orbitz Worldwide

Starwood Hotels & Resorts

“SOCAP has proven to me to be a vast resource of all facets of customer service… My focus with SOCAP and really what I get from SOCAP is not so much the recovery of angry customers or going after outbound sales but the servicing of my internal customers and the motivating of my internal customers so that they can be customer service champions and really buy into the true philosophy of customer service.”

– Matt Sanders
Assistant Director of Operations - People
Hyatt Hotels & Resorts


“On countless occasions I have taken advantage of the very rich resources available through SOCAP, whether it be the very informative and actionable articles in CRM, networking opportunities, Symposiums or Annual Conferences.  Every opportunity I have had to listen to, and interact with, experts and peers has been very beneficial.  I don’t think anyone knows this, but I actually found my current job on the SOCAP career link many years ago.  As a consultant back then, I frequently browsed the site for opportunities and saw the posting.”

– Helen Horsham-Bertels
Sr. Director, Consumer Affairs
Starwood Hotels & Resorts


I really love being a member of SOCAP because I get a chance to learn about the latest trends in customer care and the contact center industry. This is such a dynamic profession, and SOCAP conferences are great places to learn, share, make contacts and build relationships—all of which is crucial to ensure our organizations stay ahead of the game. Maybe the most important thing about SOCAP, however, is the people. It’s a real community, and I always feel like I get so much more out of the events because of the open culture that invites participation.”

– BJ McDonald
Director, Contact Centers
United Airlines

Michelle Mitchell
Operations Manager, Global Customer Care
(InterContinental Hotels Groups)

Helen Horsham-Bertels
Sr. Director, Consumer Affairs
(Starwood Hotels & Resorts)

Matt Sanders
Assistant Director of Operations- People
(Hyatt Hotels & Resorts)


2013 Annual Conference: Save the Date!

SOCAP Online Courses

CRM Magazine Global Module

2011 CRM Issue 1