Michelle Marquis, N.C.F.R.
Michelle Marquis, N.C.F.R. Vice President - Sales
Distribution Channels • OTA Opaque, Merchant & Retail • GDS • Brand.com • Group • Property Direct (group, corporate etc)
Voice Channel
• 13% Overall Bookings • 17% Overall Revenue • ADR 31% Higher • 136% More Profitable
So, is it worth it?
Options to Effect Short-Term Pace • Typical Levers
• New Levers (a.k.a. the forgotten levers)
Group vs. Leisure Resources
Leisure
Group 8
History of “A Revenue Meeting” Agenda – – – –
Pace Group Pick Up Holes in Occupancy Rate by Market Segment – What else…
The New Revenue Meeting • Change Who Attends • Change Role of Reservations Manager to Reservation Sales Manager • Add to What is Reviewed – Develop Reservations Sales “Key Performance Indicators”
Voice Channel Key Performance Indicators
9Inbound call volume 9 Call center metrics 9Inbound call conversion 9 Outbound call conversion and volume 9Leisure Revenue Goals
Agent Name Gina Jackson Christina Kelly Leslie Ledbetter Nickia Padgett Erika Abbott Stephanie Harn Mike Stone Amy Robinson Sydney Columbus Cathy Resch Nicole Pratt Gretchen Shook Christa Lee Lindsay Messenger Markata Campbell Brandi Grover Navis Jackie Walker Melanie Henry Melissa Stone Shana Sargent Stacey Michelle Smith April Farmer Coral Holland Georgan Mason Rachel Turney Total
Answered 205 187 133 133 99 95 126 112 110 111 72 136 87 85 42 32 38 12 5 19 16
Revenue $70,535.22 $60,557.25 $44,127.99 $37,399.80 $36,100.39 $35,709.80 $29,287.58 $28,733.48 $28,129.60 $27,913.25 $24,796.00 $21,505.22 $19,454.50 $12,088.20 $12,011.75 $10,886.57 $10,312.00 $6,784.00 $4,570.20 $3,582.60 $3,284.00
16
$3,012.76
7 12 9 6 1,905
$2,401.10 $2,094.94 $1,311.00 $952.00 $537,541.20
Top Agents by Gross Revenue Top Producers
…or are they?
Answered
Revenue
Conv%
Booked
Jackie Walker
Agent Name
12
$6,784.00
50
6
Sydney Columbus
110
$28,129.60
44.55
49
Georgan Mason
9
$1,311.00
44.44
4
Stephanie Harn
95
$35,709.80
44.21
42
Stacey Michelle Smith
16
$3,012.76
43.75
7
April Farmer
7
$2,401.10
42.86
3
Melanie Henry
5
$4,570.20
40
2
Navis
38
$10,312.00
39.47
15
Erika Abbott
99
$36,100.39
39.39
39
Nickia Padgett
133
$37,399.80
39.1
52
Christa Lee
87
$19,454.50
39.08
34
Nicole Pratt
72
$24,796.00
37.5
27
Cathy Resch
111
$27,913.25
36.94
41
Melissa Stone
19
$3,582.60
36.84
7
Christina Kelly
187
$60,557.25
35.83
67
Markata Campbell
42
$12,011.75
35.71
15
Gina Jackson
205
$70,535.22
33.66
69
Rachel Turney
6
$952.00
33.33
2
Leslie Ledbetter
133
$44,127.99
33.08
44
Lindsay Messenger
85
$12,088.20
32.94
28
Amy Robinson
112
$28,733.48
32.14
36
Mike Stone
126
$29,287.58
31.75
40
Brandi Grover
32
$10,886.57
31.25
10
Shana Sargent
16
$3,284.00
31.25
5
Gretchen Shook
136
$21,505.22
28.68
39
Coral Holland Total
12
$2,094.94
25
3
1,905
$537,541.20
36.0%
686
Top Agents by Close Ratio
Show me the money! • VOICE CHANNEL REVENUE
Voice Channels – Aha Moments • Most Profitable Channel • Demand is There • Revenue Levers • Allocation of Resources • Change WHO attends Revenue Meetings • Revenue Meeting Agenda • Manage Reservation Sales Person’s Production
The Reservation Sales System Michelle Marquis, 541-480-4950 Ron Botts, 541-420-8667
Distribution Channels • OTA Opaque, Merchant & Retail • GDS • Brand.com • Group • Property Direct (group, corporate etc)
Voice Channel
• 13% Overall Bookings • 17% Overall Revenue • ADR 31% Higher • 136% More Profitable
So, is it worth it?
Options to Effect Short-Term Pace • Typical Levers
• New Levers (a.k.a. the forgotten levers)
Group vs. Leisure Resources
Leisure
Group 8
History of “A Revenue Meeting” Agenda – – – –
Pace Group Pick Up Holes in Occupancy Rate by Market Segment – What else…
The New Revenue Meeting • Change Who Attends • Change Role of Reservations Manager to Reservation Sales Manager • Add to What is Reviewed – Develop Reservations Sales “Key Performance Indicators”
Voice Channel Key Performance Indicators
9Inbound call volume 9 Call center metrics 9Inbound call conversion 9 Outbound call conversion and volume 9Leisure Revenue Goals
Agent Name Gina Jackson Christina Kelly Leslie Ledbetter Nickia Padgett Erika Abbott Stephanie Harn Mike Stone Amy Robinson Sydney Columbus Cathy Resch Nicole Pratt Gretchen Shook Christa Lee Lindsay Messenger Markata Campbell Brandi Grover Navis Jackie Walker Melanie Henry Melissa Stone Shana Sargent Stacey Michelle Smith April Farmer Coral Holland Georgan Mason Rachel Turney Total
Answered 205 187 133 133 99 95 126 112 110 111 72 136 87 85 42 32 38 12 5 19 16
Revenue $70,535.22 $60,557.25 $44,127.99 $37,399.80 $36,100.39 $35,709.80 $29,287.58 $28,733.48 $28,129.60 $27,913.25 $24,796.00 $21,505.22 $19,454.50 $12,088.20 $12,011.75 $10,886.57 $10,312.00 $6,784.00 $4,570.20 $3,582.60 $3,284.00
16
$3,012.76
7 12 9 6 1,905
$2,401.10 $2,094.94 $1,311.00 $952.00 $537,541.20
Top Agents by Gross Revenue Top Producers
…or are they?
Answered
Revenue
Conv%
Booked
Jackie Walker
Agent Name
12
$6,784.00
50
6
Sydney Columbus
110
$28,129.60
44.55
49
Georgan Mason
9
$1,311.00
44.44
4
Stephanie Harn
95
$35,709.80
44.21
42
Stacey Michelle Smith
16
$3,012.76
43.75
7
April Farmer
7
$2,401.10
42.86
3
Melanie Henry
5
$4,570.20
40
2
Navis
38
$10,312.00
39.47
15
Erika Abbott
99
$36,100.39
39.39
39
Nickia Padgett
133
$37,399.80
39.1
52
Christa Lee
87
$19,454.50
39.08
34
Nicole Pratt
72
$24,796.00
37.5
27
Cathy Resch
111
$27,913.25
36.94
41
Melissa Stone
19
$3,582.60
36.84
7
Christina Kelly
187
$60,557.25
35.83
67
Markata Campbell
42
$12,011.75
35.71
15
Gina Jackson
205
$70,535.22
33.66
69
Rachel Turney
6
$952.00
33.33
2
Leslie Ledbetter
133
$44,127.99
33.08
44
Lindsay Messenger
85
$12,088.20
32.94
28
Amy Robinson
112
$28,733.48
32.14
36
Mike Stone
126
$29,287.58
31.75
40
Brandi Grover
32
$10,886.57
31.25
10
Shana Sargent
16
$3,284.00
31.25
5
Gretchen Shook
136
$21,505.22
28.68
39
Coral Holland Total
12
$2,094.94
25
3
1,905
$537,541.20
36.0%
686
Top Agents by Close Ratio
Show me the money! • VOICE CHANNEL REVENUE
Voice Channels – Aha Moments • Most Profitable Channel • Demand is There • Revenue Levers • Allocation of Resources • Change WHO attends Revenue Meetings • Revenue Meeting Agenda • Manage Reservation Sales Person’s Production
The Reservation Sales System Michelle Marquis, 541-480-4950 Ron Botts, 541-420-8667
