HITEC 2001 Interviews - Conference Speaker - Scott Heintzeman - CIO Carlson Hotels Worldwide

Based in Minneapolis, Minn., Carlson Hotels Worldwide, an affiliate of Carlson Hospitality Worldwide, has over 720 hotel locations in over 64 countries. Other operations of Carlson Hospitality Worldwide include Radisson Seven Seas Cruises; Carlson Lifestyle Living; Carlson Vacation Ownership; Carlson Restaurants Worldwide, which includes T.G.I. Friday's and other restaurant brands; and Provisions, a worldwide procurement company.

About Scott Heintzeman
Scott Heintzeman, a 27-year veteran of the Carlson Hospitality Corporation has served as vice president of knowledge technologies since 1994. Among his primary responsibilities, Heintzeman oversees a corporate staff of eight directors, 45 information technology professionals and a worldwide reservation and administrative staff of 450.

Heintzeman ensures the delivery of a broad range of Carlson Hospitality Worldwide reservation services to all of its hotel and cruise brands, and is also responsible for the overall operation of the company's worldwide toll-free reservations systems, known as "Curtis-C," a state-of-the-art, three-tier client server which also interfaces with the company's more than 550 hotels worldwide via HARMONY, the property management system and the CustomerKARE system---Customer Knowledge And Relationship Enabling system.

Heintzeman recently completed a restructuring of the department of knowledge technologies in which he developed strategic initiatives to support the Carlson lodging brands. Ongoing key initiatives include overseeing the HARMONY property management system, managing the development and implementation of the fully integrated guest information system, the launch and maintenance of the Curtis-C inventory distribution system, migration to a common Oracle database, and overseeing the global data network and training and support systems. Heintzeman was also responsible for ensuring effectiveness in operations and applications as well as staff satisfaction and development.

In 1995, Heintzeman led the team which developed and ultimately earned a U.S. Patent for "Look To Book," an on-line marketing frequency program for front-line travel agents booking Radisson Hotels Worldwide, Radisson Seven Seas Cruises and Country Inns & Suites By Carlson.

Heintzeman was also responsible for an industry initiative to create a seamless interface between the Global Distribution Systems used by travel agents to book air, hotel and car rental for their clients. Radisson Hotels Worldwide was the first hotel company worldwide to implement "Seamless" and held this position for more than a year before other companies could implement this sales and marketing capability which is now an industry standard.

Heintzeman was the founding president of HEDNA (Hotel Electronic Distribution Network Association), an international non-profit organization created to increase business via education, training and technological enhancements for the benefit of both the travel and hotel industries.

Having previously served as Radisson's corporate director of rooms, reservations and franchise support, Heintzeman was responsible for creating education programs for hotel-level management to fully and effectively utilize the services/systems provided by Radisson. During this period, Heintzeman designed, developed and implemented the PIERRE Reservation System (now known as Curtis-C), which served the Radisson and County Inns & Suites brands for 11 years, enabling global marketing promotions. In 1997, Curtis-C also began reservation services for the company's luxury hotel brand, Regent International Hotels.

Finally, as corporate director of rooms, reservations and franchise support, Heintzeman developed and managed all aspects of the front office and housekeeping departments for all hotels managed by Radisson. He recruited, supervised and developed 80 hotel managers as the company grew from 15 to 40 hotels. Heintzeman also played a role in the design of guest rooms, front office and hotel administration space, development of the Radisson Plaza Club concept and creation of guest room amenity standards.

Prior to his involvement on the corporate level, Heintzeman was a key player for Radisson out in the field. Heintzeman served in various management roles at the hotel level.

Today, Heintzeman is frequently asked to serve as a contributor, guest speaker and panelist regarding travel industry technology issues.

Heintzeman received his Master of Business Administration degree from the University of Minnesota in Minneapolis. He also completed the University of Minnesota's Carlson School of Management Minnesota Management Program and Minnesota Executive Program.