With enthusiasm, drive and creativity, led pre-opening/opening efforts and positioned this dual branded 320 room hotel with over 7111 square feet of meeting space within downtown Phoenix as a market leader. Led a sales team of 4 pre-pandemic, charged with generating up to 45% of total revenue for the hotel with an emphasis on building relationships with downtown CVB leaders to become the 4th go-to hotel for convention overflow business behind the "Big Three". Have consistently achieved/exceeded budget since opening and exceeded top line revenue by over 800K in 2019 pre-pandemic. Hotels have led the market throughout the pandemic to achieve top star rankings. Named hotel's first manager of quarter for opening and culture building efforts and was recently recognized on the national level as one of HSMAI Adrian Award Hospitality Award winners honoring hospitality professionals for their efforts to take a leadership position, champion a cause, or create a program that has directly benefited industry workers, medical personnel, first responders, or communities impacted by the coronavirus pandemic.

Hired to elevate guest service scores, drive employee morale and build a service culture in this gorgeous Lakeside Mountain Resort and Spa (Marriott hotel/Autograph Collection), with 80% leisure travel. During this 3 month project I trained over 150 associates and implemented sustainable processes, incentives and activities to build employee morale and drive high guest satisfaction scores. Achieved a 10 point jump in Monthly Overall Satisfaction within 3 weeks of project and 20 points in month two. Upon departure guest satisfaction scores across the board were up 30 points from time arrival for the month of November. A fantastic project with an amazing team. Thank you Lake Arrowhead!!

If your service scores aren't where they need to be and you're ready to rev up your service engine and get your people excited about taking care of your customers or if you need a fearless sales leader to temporarily or permanently fill a vacancy and BOOK business (not just fill space), I am the take charge leader you need. Having recently taken a personal hiatus to enjoy life and family, I am now available to provide service and sales training, consulting, and temporary project work. Using high energy, wit, brand knowledge and practical selling and service skills, I have the ability and a proven track record to quickly impact a team or project no matter what the task. Give me a call, in-mail message me or email me at ykoebke@gmail.com. Looking forward to working with you!!

Directing the day to day sales effort of the 200 room Residence Inn Phoenix Airport and the 106 Room Hampton Inn with VP oversight of 3 additional Western Region CFRST Marriott Hotels in Oakland and Newark, Ca. Region hotels recognized as the top achievers within select service division of Remington in 2014. Ranked in Top 5 Director's of Sales for Remington for achievement of sales goals and RPI in for 4th quarter 2014, 1st, 2nd, and 3rd quarters 2015/achieved #1 ranking in November 2014. DOS Pinnacle Winner (3rd of 5 DOS winners) for 2014/2015 incentive cycle/recognized with "Distinguished Sales Leadership Performance" award. Sales Excellence Award Nominee for 1st Quarter 2016 and Year End 2015. Phoenix Residence Inn recognized with Remington's Most Improved Guest Service award for 2014 and Top 25% Service award for 2014 and 2015. Residence Inn Ranked as a top achieving hotel for Remington, achieving 4 of 5 company drivers in 2014 and 5 drivers in 2015. Three of 5 hotels in region achieved 5 Drivers in 2015. Home hotel Residence Inn Phoenix Airport and region hotel Residence Inn Newark California both received nominations for Remington's Hotel of the Year for 2015. Residence Inn Phoenix Airport ranked number 2 in highest RPI growth out of 94 hotels in 2015.

Worked closely with team members and leaders across all disciplines on both the property and corporate level to elevate guest service scores. High energy, hands-on corporate support position, responsible for developing service processes, providing service support/training across multiple brands with a primary focus on the front desk in select service. Involved extensive travel, development/ facilitation of classroom training, one on one coaching, leading conference calls, conducting brand training, root cause analysis, leadership training, developing proactive service recovery processes, analyzing scores within brand reports and delivering recaps weekly to corporate and hotel leaders, coaching brand and corporate QA standards. Responsible for developing and overseeing 3 Area Guest Service Manager Positions who provided service support training and task force QA support regionally.

Customer service trainer, motivator, and speaker. After almost 13 successful years with Sunstone Hospitality Management, with 5 of those years overseeing service in hotels across the country and across many brands, I am currently available to help boost the service scores in your hotel. I have a solid track record for positively and quickly impacting service scores, helping hotels to achieve high brand service standards, boosting team morale, and driving customer loyalty through my high energy classroom and one on one service training. I believe that empathy skills and preparation is the key to service recovery and have mastered techniques that will help your team develop these important skills to win customers over and gain their loyalty as repeat guests. Are you ready to rev up your service engines? Call me!!

Developing and facilitating company wide customer service training. Helping hotels to maintain a high level of guest satisfaction and guest service scores for multiple brands including Marriott, Hilton, Holiday Inn, and Sheraton.

Overseeing the sales and marketing, hiring and training of sales professionals for up to 12 hotels in Arizona, New Mexico and California. Facilitating sales training and regional sales blitzes in major markets. For 3 years developed and oversaw educational sales conferences (Sunstone Sales University), and facilitated classes within conferences. Rising Star Award and Founders Circle Award Winner.

Hotel Manager of the Quarter 4th quarter 1995. Hilton Hotels Excellence in Sales Winner, 2nd and 4th Quarters 1996. Hilton Hotels 1996 Sales Person of the Year for achieving over 200% of booking goals. Inducted into Hilton's Circle of Excellence, 1997. One of only 12 people company wide selected to participate in Hilton's first ever 1997 Sales Academy and Leadership Program. Built the professional sports market for the hotel that generated over $500,000 in revenue annually.