KATIE MULHERN

Certifications Systems & Technology Additional Highlights

Voyager Manager-in-Training (Rooms Division) | New York, NY

• Selected for Marriott International's highly competitive Voyager Leadership Development Program, designed to prepare future hotel leaders through immersive operational and leadership training.
• Supported daily operations of a Forbes Five-Star, AAA Five-Diamond luxury property featuring 238 guest rooms, 51 Residence Club units, and 12 private residences in a fully unionized environment.
• Assisted in overseeing Front Office and Housekeeping operations, ensuring seamless guest experiences and adherence to luxury service standards.
• Collaborated with Rooms leadership to coordinate operations across Rooms Control, Dispatch, Butler Service, Housekeeping, Housemen, Door Staff, Bell Services, and Guest Service Agents.
• Supported operational oversight of The St. Regis Butler Service, a signature brand hallmark, while maintaining exceptional guest satisfaction and personalized service delivery.
• Participated in cross-functional rotations within Engineering, Food & Beverage, Sales & Marketing, and Revenue Management to develop a comprehensive understanding of hotel operations.
• Contributed to operational planning and execution throughout a full-property guest room renovation, maintaining service excellence and minimizing guest disruption.
• Assisted in labor management, service recovery, guest engagement initiatives, and departmental communication in a high-volume luxury environment.
• Extensive experience in luxury guest relations, front office operations, food & beverage management, and leadership development through Marriott and St. Regis operations.
• Proven ability to lead teams, manage guest expectations, and deliver Forbes Five-Star service standards in a fast-paced luxury environment.

• Delivered exceptional service by addressing guest needs promptly and professionally
• Worked alongside the GM during weekly guest events, to ensure guest satisfaction
• Addressed guest questions and resolved issues effectively, with groups of up to 1,300 people

• Assisted arriving and departing members and guests, processing check-ins and checkouts
• Processed billing for both members and non-members, posting charges accurately
• Maintained a high level of communication with all team members regarding daily club activities and meetings

• Greeted, registered, and verified guest's payments registration, and travel directions
• Answered inquiries relating to hotel services, guest's registration, and travel directions
• Maintained a house bank, and reported daily receipts

• Graduated from week-long culinary program hosted by Tutto Toscana, gaining hands-on experience in Italian cuisine
• Collaborated with staff to improve front-of-house service skills, enhancing guest experience