Mr. Bleeker

Floor Bleeker

Vice President Business Solutions

Jumeirah Group

Floor Bleeker, a Dutch national, joined the Jumeirah Group in 2001 and currently holds the position of Vice President Business Solutions. In his role he is responsible for the company’s IT portfolio, business systems, software development, data warehousing, IT innovation, projects, IT investments, relationship management and digital strategy. He is a member of the Group’s Executive Team.

In support of Jumeirah’s rapidly growing portfolio of luxury hotels and hospitality businesses, a number of large IT programs including cloud enabled Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), property management, Enterprise Content Management (ECM) and Central Reservations Systems (PMS and CRS) have recently been implemented.

The Group has grown its revenue generated through Jumeirah.com and other digital channels exponentially over the last few years and technology continues to play a critical part in the company’s strategy going forward. Recent IT innovation announcements included a global roll out of public Telepresence rooms and a ground breaking mobile guest information and services platform.

The centralised IT function at Jumeirah Group employs over 100 specialists and won regional and international awards. The department adapted COBIT as its process framework and ITIL for its service delivery organisation.

Prior to joining the Jumeirah Group, Mr. Bleeker worked as Director of IT for the Emirates Academy of Hospitality Management in Dubai (UAE) and as an IT Manager for the Radisson SAS regional office in Brussels (Belgium). He worked in different IT positions in Europe, the United States and the Caribbean.

Mr. Bleeker holds a Masters degree in Business Administration (MBA) with a Marketing specialisation from the University of Colorado at Colorado Springs, and a Bachelors (BSc) degree in Hospitality Administration with a Finance specialisation from the Hotel School The Hague. He is currently serving on the Board of Hotel Technology Next Generation (HTNG), the world’s leading hospitality technology trade association and holds a number of advisory board positions for other non-profit organisations.

Mr. Bleeker is living in Dubai with his wife Anne and daughter Lauren.

Mr. Bleeker can be contacted at 971 4 348 5030 or floor.bleeker@jumeirah.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.