Katherine Velasquez
Harrison,New Jersey
Summary
Personable hospitality professional with 5+ years of experience in hotel leadership, specializing in guest services, team management, and operational excellence. Recognized for training and developing hospitality professionals, fostering a culture of continuous improvement and positive work environments. Proven ability to build strong relationships, enhance service standards and drive operational efficiency. Adaptable, results-driven, and committed to guest satisfaction and professional growth of team members.
Overview
5
5
years of professional experience
Work History
Assistant Director of Front Office
The Roxy Hotel
10.2023 - 01.2025
- Promoted from Front Office Manager to Assistant Director of Front Office within 3 months, overseeing operations for a team of managers and staff, including valet, bellhops and front desk agents.
- Collaborated with senior leadership and cross-functional teams to optimize staffing, resources, and operational strategies, enhancing overall performance and profitability.
- Led recruitment, training, and development initiatives, fostering a high-performance, guest-focused team aligned with organizational goals.
- Drove $10-15K in monthly upsell revenue through tailored guest services and room upgrades, directly contributing to increased profitability.
- Developed VIP service and concierge programs to build strong relationships with high-profile guests and establishments, driving loyalty and repeat business.
- Utilized guest and employee feedback to identify areas for improvement, implementing solutions across departments to elevate service quality and operational efficiency.
Assistant Front Office Manager
Moxy Hotels
02.2023 - 10.2023
- Led front office operations, including guest check-ins, reservations, VIP services, scheduling, and inventory management.
- Contributed to pre-opening team, guiding staff training and shaping procedures, helping the hotel achieve #1 TripAdvisor ranking in Brooklyn in its first year.
- Trained, mentored, and managed a team of 10 front desk agents, fostering a high-performance culture focused on exceptional service.
- Oversaw Marriott Bonvoy loyalty services, ensuring top-tier experiences for members and managing reservations within the system.
- Collaborated with sales, housekeeping, and maintenance to streamline group bookings, conduct room inspections and ensure seamless guest experiences.
- Conducted night audits and reviewed financial reports, ensuring accuracy in guest billing and hotel revenue within budget.
- Monitored occupancy, revenue, and inventory, adjusting staffing and room assignments to meet goals and maximize revenue.
Front Office Manager
The Williamsburg Hotel
03.2022 - 02.2023
- Supervised and trained 12 front office agents and bellhops, ensuring adherence to policies, service standards, and operational procedures.
- Assisted the Director of Front Office with daily operations, collaborating with housekeeping and maintenance to ensure seamless guest experiences.
- Generated $5-10K in monthly upsells, driving revenue through room upgrades and premium services.
- Coordinated guest billing and account issues, ensuring accuracy and swift resolution with the Director of Front Office.
- Contributed to hiring and staff development, helping recruit and train a motivated team focused on consistent service delivery.
Front Office Supervisor
Doubletree By Hilton
10.2019 - 01.2022
- Managed fast-paced front desk operations, adapting quickly to occupancy shifts, such as increased bookings during flight cancellations.
- Coordinated arrivals and departures for flight crews, corporate groups, and international guests, ensuring efficient service.
- Performed night audit duties, ensuring accurate billing and financial reporting in a high-volume environment.
- Handled Hilton Honors reservations, providing priority service and tailored experiences for loyalty members.
Education
Bachelor of Arts - Hospitality And Tourism Management
Internationale Hochschule
Stuttgart, Germany06-2019
Skills
- Team Leadership & Development
- Fluent in English, Spanish, German
- Collaborative Operations
- VIP & Guest Relations
- Revenue Optimization
- Attention to Detail & Accuracy
- FOSSE, Opera, Opera Cloud
- Conflict Resolution
Timeline
Assistant Director of Front Office
The Roxy Hotel
10.2023 - 01.2025
Assistant Front Office Manager
Moxy Hotels
02.2023 - 10.2023
Front Office Manager
The Williamsburg Hotel
03.2022 - 02.2023
Front Office Supervisor
Doubletree By Hilton
10.2019 - 01.2022
Bachelor of Arts - Hospitality And Tourism Management
Internationale Hochschule
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