Summary
Overview
Work History
Education
Skills
Timeline
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Katherine Castillo

Jersey City,NJ

Summary

Highly organized and results driven hospitality professional with effective leadership and problem solving skills seeking to apply expertise and extensive experience in guest service management.

Overview

18
18
years of professional experience

Work History

Assistant Guest Services Manager

Residence Inn By Marriot
Weehawken, NJ
05.2022 - Current

Assistant Front Office Manager

Residence Inn Midtown East
New York, NY
06.2021 - Current
  • Encourage and mentor employees to boost performance.
  • Assist with payroll and scheduling.
  • Assist with month end reports, market inventory and laundry count.
  • Monitor guest satisfaction survey (Medallia) and third party extranets.
  • Monitor pre arrival platform in GXP to meet our guest’s needs.

Assistant Front Office Manager

Sheraton Lincoln Harbor
Weehawken, NJ
08.2019 - 11.2020
  • Acting Director of Front Office as needed on weekends.
  • Drafted employee work schedules and assisted with payroll.
  • Directed and motivated office staff to deliver exceptional internal and guest support in the front office setting.
  • Trained new-hires on all aspects of the front desk
  • Interacted with guests by phone, email or in-person to follow up guest experience, including social media, third party reservation platforms and Medalia.
  • Hired and trained new employees, demonstrating best methods for serving and guests.

Manager on Duty

Renaissance New York Hotel 57
New York, NY
07.2017 - 08.2019
  • Maintain a great relationship with the entire staff ensuring the hotel's SOP is being followed.
  • Process payroll in ADP, scheduling etc.
  • Acting Director of front office, act as assistant General Manager on weekends.
  • Oversee the guest experience platform and follow up with guests to ensure satisfaction.
  • Responsible for maintaining high hotel standards; involving creating incentive programs to increase revenue and guest satisfaction.
  • Responsible for recruiting new hires and training.

Guest Services Manager

Residence Inn WTC
New York, Ny
02.2015 - 02.2017
  • Responsible for maintaining high hotel standards; involving creating incentive programs to increase revenue and guest satisfaction.
  • Identified individual development needs with appropriate training.
  • Managed the entire front office team, handled schedules and assisted with payroll.

Customer Service Representative /Tax Administrator

Barnes & Noble. Inc
Lyndhurst, New Jersey
02.2005 - 02.2014
  • Ensured superior customer experience by addressing customer concerns.
  • As a Tax administrator, assisted non profit and government organizations with the exemption of payment of used and sales tax.
  • Assisted in customer escalations.

Education

GED / HS Diploma -

Escuela Vocacional
Arecibo, PR

Skills

  • Exceptional communication skills
  • Proficient in cash management
  • Creative problem solver
  • Strong leadership skills and client relations

Timeline

Assistant Guest Services Manager

Residence Inn By Marriot
05.2022 - Current

Assistant Front Office Manager

Residence Inn Midtown East
06.2021 - Current

Assistant Front Office Manager

Sheraton Lincoln Harbor
08.2019 - 11.2020

Manager on Duty

Renaissance New York Hotel 57
07.2017 - 08.2019

Guest Services Manager

Residence Inn WTC
02.2015 - 02.2017

Customer Service Representative /Tax Administrator

Barnes & Noble. Inc
02.2005 - 02.2014

GED / HS Diploma -

Escuela Vocacional
Katherine Castillo