Patricia Houstrup Email & Phone Number

Breckenridge, Colorado, United States

- Record and troubleshoot daily transactions from five point of sale systems for three short-term rental properties and on-property amenities. Amenities include multiple food and beverage locations, spas and markets.- Record and troubleshoot daily sales and payments for marketing transactions, and closing credit card batches. - Manage inventory, pricing and invoicing for marketing gifting, including gift cards, company cash-value certificates and external vouchers contracted with outside companies. - Complete monthly journal entries for all operations and marketing programs. Reconcile liability accounts. - Support the implementation of new point of sale systems, credit card merchants and processors, and large software upgrades. - Audit taxable sales and sales tax collected. Prepare the monthly sales tax remittance for AP. - Develop and maintain internal controls for cash handling, PCI compliance, and the correct use of different transaction codes in the point of sale systems for accurate journal entries. - Create all new transaction codes, payment methods, sales tax, GL accounts and marketing premiums for the timeshare sales, marketing and short-term rental software. Work closely with the software development team for new audit processes, troubleshooting, reporting and development projects.

Breckenridge, Co

*Support the guest services team with their customer care needs, motivation and projects while being an acting front desk agent in a fast paced and changing environment that include opening many new features and training the team on these features, technology and tasks. *Aid in escalated guest and on-property issues, and respond to post-stay surveys to close the loop. *Participate in BGV’s Leadership program and abide by Results Leadership standards to conduct hiring, coaching and discipline. Participate in company self-improvement programs to promote interpersonal skills. *Develop and conduct the on-boarding program, ongoing training, micro-sessions, new technology and department bi-monthly training topics and safety. *Aid in evolving and implementing shared and personal projects, daily tasks, cross-training and season block projects.

Breckenridge, Co

*Manage inventory and reservations for four properties involving marketing and selling the resorts to owners and guests via advising three reservation based departments, in-bound calls and multiple online extranet reservations with the goal to create grand vacations and maximize rental income for BGV owners that trust BGV to maximize their rental income. *Advise and educate owners and the owner relations call center about the rental program policies, create contracts, convert owner weeks into rental space and audit usage transfers. *Weekly process to audit and balance guest folios for rates and transaction codes of payments for owners to receive their generated rental income. *Develop new projects including the review of all new and upgraded contracts for new, traded in and promised usage among four properties, organize usage transfers with a 30% commission. Revise current tools and technology used. Coordinate vendor payments for reservations and provide check requests when needed. *Assist with shared inventory related projects and audits, Grand Colorado on Peak 8 phase usage - promised and deeded, shut-off lists and commissionable rentals. *Maintain all duties of an owner support specialist and as a supporting senior owner support specialist by taking owner meetings, new owner and exchange related calls.

Breckenridge, Co

- Maintain all job responsibilities as owner support specialist. - Respond to annual timeshare customer surveys and post-stay travel surveys with poor net promoter scores, and close the loop. - Answer additional phone lines for HOA related questions and payments. Answer the new owner phone line to support new customers and prevent rescission. - Provide timeshare exchange support assistance for the Interval International network. - Take in-person owner meetings to provide education and assistance for maximizing the customer's timeshare benefits.- Support the department for escalated situations that co-workers need help with, department projects and mentoring.

Breckenridge, Co

- Participate in a call center to support fractional owners with a firm understanding of the products for four resorts via phone, email and texting CRM platforms. Product options span from understanding ownership usage, reservations, club benefits, the exchange program and internal BGV technology. - Demonstrate knowledge of resort operations, marketing and sales programs and owner support operations to support internal and external customers. - Act as the Team Communication lead to develop the tracking, content and distribution of customer service emails, rental calls, and ancillaries. - Maintain projects and goals that spanned from reservation and usage auditing, responding to customer inquiries, reserving ancillary services and booking tours.

Morrison, Co

• Maintain a stand's inventory and provide food & beverage sales at Red Rocks Amphitheater and 1st Bank Center.

Keystone, Co

• Attend the front desk at the Keystone Lodge and Spa, a four diamond AAA hotel with 152 rooms, and practice AAA’s service standards as a part of the check in/check out process and all guest interactions. • Maintain and provide knowledge of Keystone’s entire lodging layout and coding system, along with services and activities for external and internal customers.

Boulder, Co

• Agile Development Scrum master for a web development team, supported four scrum teams and their scrum masters’ daily processes, and led planning meetings of longer periods for six teams. Duties included: accountable for the work flow and meeting process, track progress, be a servant leader and facilitator to remove impediments, create visibility, encourage collaboration and open communication. • For the company’s transition to new Agile software: researched and demoed potential software, created and implemented a transition plan between project management systems, assisted in the software setup, and created and conducted training with reference materials. • Set up new scrum teams and train new staff in Agile Development and Scrum.

Boulder, Co

•Supervised the front office along with mail, data entry and website reporting tasks, and filed old and new contracts to a document management system, and be the contact person for facility and office equipment support and training. •Compiled and submitted applications for business and public utility commission energy broker licenses in up to 12 states. •Registered for conferences and prepped and shipped materials. •Officer for the events committee to improve company morale by planning events.• Organized and created projects for staff in the former project management system, ran project status reports, and troubleshoot staff problems with the system. • Researched Demand Side Management programs and edited a database with new and updated programs. • Created and maintained handbooks for new employees in the Research dept., conducted reporting for performance, and website reporting.

Tuscaloosa, Al

Waitress in the formal dining department.

• Assisted in customer service to provide company and local information, reservations, coordinating group functions, and sales.• Conducted educational exploration tours through 5 ½ miles of undeveloped cave system, as well as tours through developed parts of the cave.

Signal Mountain, Tn

Fine dining waitress in a high end independent living facility.

Signal Mountain, Tn

Waitress at a B-B-Q restaurant.

Ba, History & Political Science

Education provides advanced writing and communication skills, working under deadlines and detail-directed problem solving. College majors.

Diploma, General

Activities and Societies: Beta Club Outdoor Leadership Club Diploma Received with Honors