Kenneth M. Hervik

Responsible for creating and implementing a disruptive and digitally-enabled customer journey at Fredensborg, its subsidiaries, brands and geographies.

Overseeing the web and app roadmaps, including associated solutions like self-service check in/out stations, mobile key solutions, guest messaging, and other innovations improving the guest experience. Head of Product, Product Owners, User eXperience Designers, Digital Guest Journey Managers form part of the team.

Overseeing the web and app roadmaps, including development and implementation of self-service check in/out stations, mobile key solutions, guest messaging, and other innovations improving the guest experience. Product Owners, Digital Guest Journey Manager and Roll-out coordinator forms part of the team.

Part of the International Retail Operations Team at Nespresso Headquarters working on innovation projects and as well supporting Russia, Hungary, Czech Republic, Belgium, Netherlands and Luxembourg markets within retail operations.

- Responsible for Boutique Development in the Nordic region, having completed 5 openings. - Have successfully led the implementation of Nespresso services in the Nordic region, bringing the region to more than 97% of all Nespresso services rolled out by end of 2012. - Have also developed and rolled out several innovative local services, some of which are now being planned for global roll-out, i.e. cashback-handling web site nespresso-promotion.com, SMS re-ordering and rain covers for Nespresso bags

- Responsible for the Customer Service for the Nordic region, including the relationship with the approximately 35 Scandinavian speaking call centre agents based at the Brussels Customer Relationship Centre that served 8 Nespresso markets.

- In charge of the 18 month long project that ended with the certification of the company's sea farming products according to the Norwegian Standard 9415. - Transformed the company from having a near to non-existing administration to a fully functioning one, which has led to a significantly quicker customer billing cycle, improved cash flow and cost effective reduction of necessary inventory.

- Front Office tasks, Waiter drops, City Ledger control, Night Audit, Reports, Back up copies, Fidelio - Responsible for all Hotel Services and Emergency procedures in the night, from Room Service to Hotel evacuation

- Team leader PBX, Concierge, Reception, Bell staff; Mgr on Duty; Scheduling - Responsible for the duties and work of the Chamber maids and Porters, as well as for the Quality Standards on two floors (61 rooms)

- Greeting, Check-in and Room Escorts, Phone duty, Preparation of next days arrivals and VIP's

- Deli and Room Service Agent, Cashier, Trainer for new employees and Commis de Restaurant

- HTML/CSS, Dreamweaver, Photoshop - Internet-based; all classes took place over the Internet, and in the evening

- Only Swiss hotel school that is recognized as an official University of Applied Sciences by the Swiss Government - Subjects covered: Accounting, Corporate Finance, Marketing, Strategy, Economics, IT, Human Resources, Culinary Arts, F&B Operations, Service and Housekeeping