Folker Heim Email and Phone Number
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Experienced Head of Operations with a demonstrated history of working with hotel loyalty programmes. Skilled in Customer Relationship Management (CRM), hospitality technology, Loyalty Programs, and Contact Centers. Strong professional with a Master of Business Administration (MBA) from Reims Management School.
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Chief Operating OfficerGlobal Hotel Alliance Jan 2020 - PresentDubai, Ae
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Head Of OperationsGlobal Hotel Alliance Nov 2017 - Jan 2020Dubai, Ae• Strategic management of a global, multi-brand, multi-lingual guest recognition programme 'DISCOVERY', including business plans and budgets• Responsible for systems architecture, CRM technology, web site and app development, Business Intelligence systems, Membership Services call centre
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Head Of LoyaltyGlobal Hotel Alliance Jul 2009 - Nov 2017Dubai, Ae• Launch (2010) and strategic management of GHA’s customer loyalty programme DISCOVERY and all its deliverables covering Marketing, Operational and Technical functions at Member Brand and corporate level.• Project management lead on major projects including website and mobile app launch, Business Intelligence implementation, CRM projects, Quality Assurance and Customer Survey projects
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Director Customer Relationship ManagementKempinski Hotels Jan 2007 - Jun 2009Munich, De• Management and strategic development of the guest loyalty programme Private Concierge (KPC)• Management of central customer database “OCIS” (MicrosFidelio), its data quality and the effective use of the stored data for marketing purposes.• Operational and partnership management of Frequent Flyer Programmes • Training of all Front Office and Reservations staff in loyalty programme, OCIS and FFP related topics, with special focus on data quality • Participation in Customer Satisfaction Measurement project -
Customer Relationship ManagerKempinski Hotels Mar 2002 - Dec 2006Munich, De• Management of the guest loyalty programme Private Concierge• Management of central customer database “OCIS” (MicrosFidelio) • Operational management of Frequent Flyer Programmes (FFP)• Training of all Front Office and Reservations staff in loyalty programme, OCIS and FFP related topics • Management of the central customer database (NetHotel® by Serenata), its data quality and the effective use of the stored data for marketing purposes.• Management of company’s key account rate information system.• Training of all Front Office and Reservations staff in NetHotel® related topics, and sales staff in key account rate information system matters.
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Director Of MarketingNeowelt Media Group Gmbh Feb 2001 - Feb 2002• Development of distribution strategies and management of distribution efforts within target markets for the key product card.21®.• Organisation and participation in trade shows (e.g. COMDEX, Las Vegas).• Managing introduction and roll-out activities for new products.• Managing development, production, and distribution of promotional material to support sales and marketing programs.
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Technology & Revenue ManagerHotel Vier Jahreszeiten Kempinski May 2000 - Jan 2001• Development and management of hotel’s yield strategy to optimise revenue.• Strategical implementation of new software ( Serenata BookHotel®, e-yield™ by IDeaS Inc., TRUST). Analysis and control.• Development and introduction of activities to e-distribute hotel rooms.• Development and management of hotel’s website.
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Sales ManagerHotel Vier Jahreszeiten Kempinski Jul 1999 - Apr 2000• Preparation and presentation of reports pertaining to sales activity, new business, promotional activities, lost business, client preferences, competitive pricing• Response to all incoming inquiries.• Co-ordination and execution of site inspections, special promotions and client appreciation events.
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Reservations ManagerHotel Vier Jahreszeiten Kempinski Nov 1998 - Jun 1999• Monitoring and analysis of rooms inventory utilising yield management• Interviewing, training and supervising reservation agents for the efficient operation of the department• Forecasting of room sales, occupancy and yield
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Rooms Division Management Trainee/Assistant Reservations ManagerHotel Vier Jahreszeiten Kempinski Sep 1996 - Oct 1998• Management training in reservations, Front Office, Night Audit, Sales, Group & Convention Services, Marketing.• Fast-track promotion to Assistant Reservations Manager in April 1998.
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Night AuditorHotel President Wilson Dec 1995 - Jul 1996Genève, Ch• Responsible for balancing the revenue and expense transactions• Ensuring the safety and security of guests and employees during the night shift
Folker Heim Skills
Folker Heim Education Details
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Neoma Business SchoolHospitality Administration/Management -
Institut Hotelier Cesar RitzHospitality Management
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Hardtberg Gymnasium
Frequently Asked Questions about Folker Heim
What company does Folker Heim work for?
Folker Heim works for Global Hotel Alliance
What is Folker Heim's role at the current company?
Folker Heim's current role is Chief Operating Officer at Global Hotel Alliance.
What is Folker Heim's email address?
Folker Heim's email address is fo****@****gha.com
What is Folker Heim's direct phone number?
Folker Heim's direct phone number is +971442*****
What schools did Folker Heim attend?
Folker Heim attended Neoma Business School, Institut Hotelier Cesar Ritz, Hardtberg Gymnasium.
What skills is Folker Heim known for?
Folker Heim has skills like Customer Loyalty, Loyalty Marketing, Loyalty Program Development, Loyalty Programs, Business Intelligence, Service Recovery, Marketing Communications, Hospitality Management, Micros, Hotels, Call Center, Luxury.
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