Kathleen Powers Email & Phone Number

Bothell, Wa

Revenue Managemento Lead team of over 100 Inside Sales Specialists, Coordinators, Trainers and Sales Managers representing 3 brands responsible for over $100 million in annual revenue.o Attend weekly Executive Meeting to review financial KPI’s and call center stats.o Forecast and review call volumes to make ongoing recommendations for future month’s staffing to achieve <5% abandon rate.o Liase with Product and Marketing teams to ensure that key trading/sales initiatives are communicated to team.o Attend weekly marketing meeting to make suggestions based on customer trends for future promotions.o Handle and resolve escalated customer service issues for both B2B and B2C clients in accordance with revenue standards to ensure optimal flow down of profit margin dollars.o Annually review and update reservations incentive plan to increase GP1 flow based upon yearly budget requirements.Training & Personnel Managemento Continually recruit and on-board new sales members to team. Grew sales teams in a virtual environment to 100.o Continually review sales playbook to adjust to industry changes to match customer needs.o Transitioned Customer Service Department from Product Division to Reservations Sales team.o Meet 1:1 weekly with Reservations Management staff to discuss and plan goals for department. o Track daily, weekly and monthly revenue and call statistics for each sales agent looking for opportunities to celebrate and trends to coach with team members.Computer systems management and Employee Technical Trainingo Key Stakeholder on B2C website redesign team.o Key Stakeholder for Salesforce design and company-wide integration.o Key Stakeholder on MIS project to change workflow process of custom service requests for sales team.o Created task force within company to address and fix system issues in order to improve functionality of reservations system. Team meets monthly with MIS Department to drive change to increase productivity.

Coronado, Ca

o Assisted Director of Revenue Management with configuration and training of new rate structures. Responsible for building rate plans in property management system and tracking production.o Analyzed call statistics for conversion, revenue and call abandonment to identify areas of opportunity for improvement. o Presented call statistics, conversion rates, revenue pace and booking trends to General Management Team at weekly revenue meeting.o Monitored group room pick up and placed restrictions on group rate availability based on revenue strategies. Applied all contractual concessions to individual reservations and completed group billing information after departure.o Coached and counseled associates including progressive discipline.o Project Manager for Passkey installation for on-line group bookings. Passkey provides meeting planners with increased automation in reporting, enhanced web pages, upgraded room categories and promotional offerings to drive ancillary revenue to resort outlets. Completed configuration of interface between Opera property management system and Passkey. o Hotel liaison to central reservations department in Nashville, TN. Traveled to Reservations Center quarterly to provide training to team of 79+ travel planners. Assisted with transition from in house reservations to central reservations call centers. o Subject Matter Expert for Lotus Notes to Microsoft Outlook migration. Provided training to all hotel employees on new e-mail system.o Social Media Lead responsibilities included reviewing content and posting daily on Facebook, Twitter and Instagram. Lead team of employees in gathering relevant content to promote the hotel and Coronado area. Utilized Spreadfast to pre-load information for automatic posting on social media sites.o Assisted Sales Team with marketing blitzes. Visited area travel agencies and presented updated information about resort.

Coronado, Ca

o Hired and trained over 50 new associates in department. o Led two week long course familiarizing travel planners with vast knowledge of the resorts 63 room categories, all rate plans and rich history.o Completed employee evaluations and disciplinary action forms.o Mentored agents through call monitoring process to improve Aspire sales technique.o Assisted Director of Revenue Management with yield strategies to maximize daily revenue.o Configured property management system with new rates and yield restrictions. Reviewed daily reservations and arrival reports for accuracy.o Computer Systems ManagementEnsured the consistent functionality and working order of all operating systems: HIS, Opera, Prairie Fyre, Top Line Prophet, Delphi, SynXis.