Nicole Schimpf Email & Phone Number

Bei der BCM. steht Best Customer Management nicht nur für exzellente Kundenbeziehungen, sondern auch für herausragende Mitarbeitererfahrungen. Als New Work Employee Experience Optimizer bin ich Ihr Ansprechpartner für innovative Onboarding-Pläne, begeisternde Einarbeitungserlebnisse und würdige Offboarding-Prozesse. Darüber hinaus ist es meine Aufgabe, ein inspirierendes Arbeitsumfeld zu schaffen, das Teamzusammenhalt fördert und individuelle Talente zur Entfaltung bringt. Ich beschäftige mich intensiv mit dem Thema ‘Future of New Work’ und entwickle Strategien, um den Wandel im Arbeitsalltag proaktiv zu gestalten. Dabei lege ich großen Wert auf eine agil Kultur der kontinuierlichen Verbesserung, in der sowohl technologische als auch menschliche Faktoren Berücksichtigung finden. Gemeinsam arbeiten wir an der Optimierung der gesamten Employee Journey, um nicht nur das Unternehmen, sondern auch seine wichtigste Ressource – die Mitarbeiter – zukunftsfähig zu machen.

Mainz, Rheinland-Pfalz, Deutschland

Als Boutique-Beratung mit über 20 Jahren Erfahrung spezialisiert sich BCM auf CRM, Customer Centricity und digitale Transformationsprojekte. Im Rahmen dieser Expertise fungiere ich als Management Consultant und Projektmanager. Leite Kundenprojekte von der strategischen Planung bis zur operativen Umsetzung und deckt dabei sowohl funktionale als auch technische Aspekte ab. Ein Highlight der Arbeit bei der BCM. ist die ständige Weiterentwicklung der eigenen Methoden und Tools. Bestsellers wie der BCM. Tool-Analyzer unterstützen Unternehmen bei der Auswahl der richtigen CRM-Lösungen. Neueste Entwicklungen wie der CX ValueRator, ein Reifegrad-Self-Assessment-Tool, zeigen BCMs Commitment zur kontinuierlichen Verbesserung in der Customer Experience.

Weiterbildungs Themen: PRINCE2 Foundation, Practitioner, Agile | Professional Scrum Master (PSM I & PSM II) | Professional Scrum Product Owner (PSPO I) | Lean Management | Digital Business Innovation | Digital Transformation

Funktion: Direktor Gästeerlebnis & Mobile Operations, Europa, Marriott Hotel Holding GmbH;Unterstützung der Geschäftsleitung und aller Beteiligten in komplexen Umgebungen und herausfordernden Situationen durch Beseitigung von Hindernissen, Förderung von Veränderungen und Geschäftsentwicklung.Highlights | Errungenschaften: ▶︎Zentraler Schlüsselakteur während der Krisenbewältigungsbemühungen des EMEA Covid-19 2020 (900+Hotels)▶︎Integrales Teammitglied der Starwood/Marriott-Integration. Teilweise verantwortlich für die Migration von 13 Systemen auf die Marriott-Reservierungsplattform (über 200 Hotels)▶︎Unterstützung der globalen digitalen App-Änderungen durch Harmonisierung von Tools und Systemen (6000+ Hotels)

Funktion: Direktor Guest Experience & Mobile Operations, Europa, Marriott Hotel Holding GmbH;Leitete das Mobile Operations Geschäft (Mobile App und ihre Funktionen) als digitaler Botschafter zwischen Global und Europa, indem er innovative Strategien entwickelte und umsetzte und partnerschaftliche Beziehungen mit verschiedenen Stakeholder-Teams pflegte.Highlights | Achievements: ▶︎Projektleitung: Mobile Key | Keyless Entry Implementierung | Ausführung (600+ Hotels)▶︎Unterstützung der Steigerung der digitalen Kanäle (2019 | über 20 % im Jahresvergleich | Umsatz - Zimmernächte)▶︎Förderung kontaktloser Erlebnisse | Innovationen | digitale Lösungen (Mobile Dining, irIS Solutions)▶︎Entwurf und Durchführung virtueller Schulungen | digitale Übertragungen (1 Serie | 12 Sitzungen | 1500+ Aufrufe)

Role: Director Guest Experience & Mobile Operations, Europe, Marriott Hotel Holding GmbH;Powerfully supported the global team with a platform which unifies the company’s guest services across 30 brands and 6,500 properties to provide a connected, personal and anticipatory customer experience.Highlights | Achievements: ▶︎Implementation of Salesforce | Empower: Guest Experiences platform (600+ hotels)▶︎New feature development | deployment planning | installation (15+ releases) ▶︎Design & hosting of tailored workshops | training courses | roadshows (4000+ participants)▶︎Executing pre-opening and post property CRM support (110+ hotel openings | conversions)

Frankfurt Am Main Und Umgebung, Deutschland

Role: Senior Rooms Operations & Retail Manager, Europe, Marriott Hotel Holding GmbH;With my servant leadership, I was overseeing rooms and housekeeping operations for all hotels in Europe, including executing rooms and housekeeping related programs, processes and initiatives. Highlights | Achievements:▶︎Project lead: Implementation | conversion to the TSA Front Office upsell program (200+ hotels)▶︎Leading & facilitating: Agile workshops (e.g Front Office Academy (13 yrs | 1000+ talents)▶︎Co Lead: Strengthening ties with regular customers. Guest satisfaction score increase in "Maintenance & Upkeep, Cleanliness" (400+ hotels)

Role: Senior Rooms Operations & Retail Manager, Europe, Marriott Hotel Holding GmbH;Maintaining a strong and professional working relationship with Procurement, Marriott approved vendors and close collaboration with involved Brand teams.Highlights | Achievements:▶︎Ecolab (product inventory | training development: Foundation of Cleanliness program)▶︎Kärcher (product inventory | training development: Foundation of Cleanliness program)▶︎Cintas (uniform programs | brand specific)▶︎Press Reader (digital newspapers)▶︎Supported 25 Brands in Europe

Role: Senior Rooms Operations & Retail Manager, Europe, Marriott Hotel Holding GmbH;Highlights | Achievements:▶︎Key integration contributor in combining Marriott & Starwood loyalty systems (Marriott Bonvoy launch)▶︎Supported loyalty customer acquisition initiatives (70% growth over 3 years | increased member base to 7.2M)▶︎Partnered with Field Marketing, Loyalty and Franchise Organization to ensure pull- through of Brand Standards and consumer messaging across hotels

München, Bayern, Deutschland

Role: Director of Rooms OperationsThe hotel was selected as one of the global pilot hotels to assist with the world-wide efforts to uplift the Marriott Hotel Premium Brand to "inspire with brilliance". Highlights | Achievements: ▶︎ I have been the key player to drive and communicate all discipline related initiatives

Munich Area, Germany

Role: Director of Rooms OperationsLeading Quality Assurance and Risk Management to maintain customer satisfaction and high-quality hotel standards. Organizing audit mechanisms and processes based on the Brand Standards and beyond.Highlights | Achievements:▶︎Award winning hotel of the Europe “Food & Beverage Excellent Award" (2014)▶︎Award winning hotel of the Europe “Operations Excellent Award" (2013)

Munich, Bavaria, Germany

Role: Director of Rooms OperationsResponsible for 60 members of staff including career development and disciplinary procedures in Front Office and Housekeeping. In addition, I was in charge for the Health Club and Spa operations. Highlights | Achievements: ▶︎Optimized Spa sales and increased Health Club memberships (department budget was met for the first time in hotel´s history)

Zürich Area, Switzerland

Role: Director of Rooms Operations In addition to the regular job duties and people management, the hotel was selected by the Marriott International Headquarters to be one of the pilot hotels driving and uplifting the Renaissance Brand to become “lifestyle”.Highlights | Achievements: ▶︎Hotel became the global role model for the "Renaissance Guest Experience" program ▶︎I was the key collaborator with the Marriott International Headquarters´ brand leader/teams

Zurich, Switzerland

Role: Director of Rooms OperationI was responsible for the planning and deployment of the renovation of the Executive | Club Lounge, remodeling the Fitness Center Facilities, implementing a total hotel uniform grogram, planning and installing a Telephone Operations department, renovation of the associate canteen etc.Highlights | Achievements: ▶︎Upsell to Club Lounge and premium rate increased by 30%▶︎Managing cooperation and renovation with Life Fitness (budget, order, installation)

Zurich, Switzerland

Role: Director of Rooms OperationsI became a member of the Europe Advisory Board to assist with additional tasks, project work and support for the Marriott Headquarters Rooms Operations Team in Europe.Highlight | Achievements: ▶︎Joined as a trainer to deliver Front Office workshops (Europe Front Office Leadership Academy)▶︎Was invited to offical events as a domain guest speaker ▶︎Joined several task force groups to support other hotels on side or global intiatives in Washington DC

Köln, Nordrhein-Westfalen, Deutschland

Role: Front Office Manager & Interim Executive Housekeeping LeaderWhile leading the Reception team with great support of my Front Desk Manager I was also asked to take over all responsibilities of the Housekeeping department.Highlights | Achievements: ▶︎Change of outsourcing companies for cleaning and laundry to improve quality and efficiency▶︎Closing the Brand Standard Housekeeping audit with 98%

Cologne Area, Germany

Role: Front Desk ManagerI joined the pre-opening team several months before the official opening of the hotel. I started by hiring team members, setting up processes, training and clarifying overlapping activities with all other departments.Highlights | Achievements: ▶︎Created all handbooks, manuals, local standard operating procedures, associate onboarding▶︎Completion of the complex iT requirements (Property Management System "Opera" configuration)

Köln, Nordrhein-Westfalen, Deutschland

Role: Front Office ManagerI was promoted to department leader, directly reporting to the General Manager. I was in full charge of the Reception teams (Telephone Operations, Concierge, Night Audit, Rooms Controller and Bell Stand) Highlights | Achievements: ▶︎Member of the Executive Team▶︎Manager on Duty in absence of the General Manager

Copenhagen, Capital Region, Denmark

Role: Front Desk Manager I was also responsible for hiring and creating a great onboarding experience and in the Beginning learning. On the job training and individual coaching were part of my daily „routine“ and passion duties.Highlights | Achievements: ▶︎Managed to ensure all associates´ learning path completion (100%)▶︎Increased the associate engagement | department satisfaction score (up to 97%)

Copenhagen, Denmark

Role: Front Desk ManagerManaged the reception area, coordinating all front desk activities, and supervising the support staff. Also compiled reports for management, including occupancy reports and financial information. Highlights | Achievements: ▶︎Payroll and scheduling duties executed in alignment with Union rules

Copenhagen, Denmark

Role: Front Desk Supervisor I ensured that all front desk team members delivered the best possible service per shift by close collaboration with Concierge, Telephone Operations, Guest Relations and Bell Stand and related departments, such as Housekeeping, Engineering, Health Club etc.Highlights | Achievements:▶︎Became leader of the property Quality Assurance team to drive guest satisfaction and encourage innovations and initiatives▶︎Was fully in charge of monitoring and analyzing weekly "Guest Voice" results, comments and problems (GSS improvement: 4% Overall Guest Satisfaction)

Copenhagen, Denmark

Role: Front Desk Supervisor I ensured all arrivals were blocked and evened out the house count (room inventory control), plus handling all supervision duties to ensure a smooth shift.Highlights | Achievements: ▶︎Planning and organizing the "cruise guest" arrival, stay and departure experience (4 months/year; 400 guests in and out/per day)

Heidelberg Area, Germany

Role: Senior Rooms ClerkI was promoted to first entry supervision role, which was designed to mainly handle the room inventory, pre-arrival planning and VIP guest handling.Highlights | Achievements: ▶︎Implementation and training of a new job role (Rooms Controller)

Heidelberg Area, Germany

Role: Front Office Clerk Part of my role was taking shifts in the PBX as a Telephone Operator. I was responsible for answering and responding to internal and external calls in the hotel's continuing effort to deliver outstanding guest service and financial profitability.Highlights | Achievements: ▶︎ Development and roll out of upsell programs (Rooms Service | Revenue Management) ▶︎ Key activator for the CRM platform (Guestware)

Role: Front Office Clerk Part of my role was taking Night Audit shifts and duties: accurately and efficiently verifying all accounting activities that had taken place during the day in accordance with credit policies and procedures. Responsible for the accurate compilation of all reports and metrics for management's review the following day. Highlights | Achievements: ▶︎First contact for overnight emergencies ▶︎Responsible to handle guest requests and complaints

Zertifizierung

Karriere Tutor Gmbh, Information Technology

Course Objectives • Management roles, elements and the path of a transformation strategy • Special features of digital transformation.

Karriere Tutor Gmbh, Project Management

Course Objectives • Have a clear understanding of the mechanics of Scrum • Know how the Product Owner fits into Scrum • Successfully work.

Karriere Tutor Gmbh, Project Management

Course Objectives • What practices, tools, skills and stances make an effective Scrum Master • How the Scrum principles and values help.

Karriere Tutor Gmbh, Project Management

Course Objectives • Help Scrum Teams deliver value to their organization • Understand the theory and principles behind Scrum.

Karriere Tutor Gmbh, Information Technology

Course Objectives • Creative Mindset & Business Fiction • Digital Business Models – Define | Design | Discover • Artificial Intelligence.

Karriere Tutor Gmbh, Project Management

Course Objectives • Define what Lean Management is and why its important to learn • Identify identifying waste in the production process •.

Karriere Tutor Gmbh, Project Management

Course Objectives • Understand the basic concepts of common agile ways of working • Understand the purpose and context for combining.

Karriere Tutor Gmbh, Project Management

Course Objectives • Apply the PRINCE2 principle in context • Apply and tailor relevant aspects of PRINCE2 themes and processes in context

Karriere Tutor Gmbh, Project Management

Course Objectives • Understand key concepts relating to projects and PRINCE2 • Understand how PRINCE2 principles underpin the PRINCE2.

Social Selling Branding

Education record

Abitur