Try a Customized Approach
Make 2018 the year that you
open up all the streams of revenue
within your property or portfolio!
Total Customized Revenue Management was formed to help hotels and resorts reach their full potential by using a customized approach to maximize revenue opportunities. With over 75 years of combined hospitality experience, TCRM understands Hoteliers’ needs and the demands of the day-to-day operation, and works to balance those needs with customer perceptions of value to create dynamic results. TCRM employs Total Hotel revenue techniques to boost all revenue streams for each of its properties, including Rooms, Banquet Space, F&B, Gift Shop, Spa, Golf, and any other recreation or revenue centers with a focus on KPI’s such as top line revenue, NOI, profit margins, TRevPAR and GOPPAR. With a profit focused approach, TCRM uses proven techniques and leverages profitable relationships to bring hotels and resorts the bottom line results that keep their owners happy.
We seek to fill the gap between the limited supply of highly-skilled Revenue Managers and a growing demand for excellence in Revenue Management in today’s dynamic market.
To be the premier provider of Revenue Management services for the Hospitality community and beyond by exhibiting a high level of attentiveness and driving more profits to the bottom line for our clients.
Lily Mockerman, President/CEO, CHRM, CRME, CHIA
Lily Mockerman is a dedicated and passionate leader in the Revenue Management Field with well-honed analytical skills, experienced foresight, technical savvy in many hotel systems, and the ability to clearly communicate vision and strategy for her clients and team. After earning a B.S. in Hotel Management from Johnson & Wales University, Lily’s career encompassed a variety of roles and responsibilities, including experience with Hilton, Starwood and the independent hotel space.
Seeing an opportunity to grow with the industry in a broader role, Lily founded Total Customized Revenue Management in 2012 with a vision to become a premier provider of Revenue Management Solutions, particularly geared towards helping the industry develop solid practices around Total Revenue Management. In recognition of these efforts, she was recently named 2015 Revenue Management Professional of the Year from the Arizona Chapter of HSMAI. TCRM continues to grow under Lily’s leadership with an expansion to international markets in 2016.
Janet Bazan, Director of Business Development and Client Relations, CRM
Janet Bazan leads Business Development and Client Relations for Total Customized Revenue Management. Janet brings over two decades of experience in sales and marketing, primarily focusing on developing solid client relationships and gaining commitments to materialize opportunities from highly accredited global hotel brands, independent / luxury properties and leading management companies by providing strategic recommendations and solutions.
In her most recent role as Market Development Manager with Orbitz Worldwide, Janet achieved awards for her superior account management and customer service from the world’s finest chains, including Starwood Hotels & Resorts and Marriott International.
Janet earned a Certificate in Revenue Management from Cornell University, and is a member of HSMAI, Phoenix Area Revenue Managers (PARM) and the Valley Hotel & Resort Association (VHRA), a branch of the American Hotel & Lodging Association. She is based in Phoenix, Arizona.
Jeff Mayo, Director of Brand Services, CRME
With more than twenty-five years in the hotel industry, encompassing experience across multiple disciplines, Jeff brings a diversified, in-depth set of skills to Total Customized Revenue Management. His certification in several major brands combined with familiarity in full service, select service, and extended stay property types empowers Jeff to assimilate into any hotel quickly and effectively. Over the years, Jeff has applied strategy and foresight in a variety of dynamic markets from coast to coast.
In previous roles with Interstate Hotels & Resorts, Marriott International, and many others, Jeff has created new roles in the Revenue Management arena and worked with multiple ownership entities simultaneously. His passion for equipping and assisting hotel leaders to find customized solutions has led to increased revenue, profit, and market share, and has produced fully enabled Revenue Management leaders.
Jay Nazar, Director of Operations
Jay Nazar works with Total Customized Revenue Management as Director of Operations, while also contributing to TCRM as a consultant. His areas of expertise include the operations departments of hotels, and how each employee and department affect the overall revenue generation of the property. Jay has served in many operational positions throughout his career, including Front Office and General Management duties. He has often been recognized for his contributions to exceptional guest service, including multiple guest recommendations. With a strong understanding of how providing exceptional service will assist in maintaining and increasing revenue, as well as acquiring and retaining quality staff members, Jay has provided invaluable contributions to TCRM and the industry as a whole.
Jon Kinder, Senior Revenue Consultant, CRME
Jon Kinder is the most recent addition to the team of Revenue Management consultants. Jon comes from a strong background in hospitality, with a focus in rooms division and revenue management. His experience stretches across major brands such as Hilton, Hyatt and Marriott. Previous to Jon’s venture into the consulting world and eventual employment with TCRM, Jon also served as team leader for the Corporate Revenue Management team at Commonwealth Hotels. Jon’s skill set is already making a difference for TCRM clients in the short time since he joined the company, and he has already garnered multiple commendations from the TCRM clients he’s worked with. TCRM is very excited to add Jon’s skillset to the already strong team at TCRM!