Katie Martinello

Customer-focused hospitality and property administration professional with over 10 years of experience delivering exceptional guest and tenant experiences across luxury hotels, property management, and customer service environments. Proven ability to manage high-volume communications, resolve complex concerns, reduce arrears, and support day-to-day operations with professionalism and efficiency.

Property Administrator - Killam Apartment REIT - St. John's, NL

(2025-02)

• Manage tenant communications professionally and efficiently.
• Successfully reduced arrears from 15% to under 1% through proactive communication and account management.
• Assist tenants with housing assistance applications and supporting documentation.
• Maintain organized filing systems for tenant records and property operations.
• Support daily property operations with strong administrative coordination.

Customer Service Representative - Marriott International - Victoria, BC

(2023-03 - 2025-02)

• Delivered professional and engaging customer service in a fast-paced hospitality environment.
• Assisted guests with reservations, hotel services, and problem resolution.
• Handled high call volumes while maintaining Marriott brand standards.
• Supported guest recovery efforts through quick and professional resolutions.

Driver Licensing Customer Contact Representative - Insurance Corporation of British Columbia (ICBC) - Victoria, BC

(2022 - 2023)

• Provided first-contact customer service for driver licensing and vehicle registration inquiries.
• Maintained confidentiality and professionalism while handling sensitive customer interactions.
• Directed customers to appropriate departments for specialized support.

Royal Service Agent - Fairmont Empress - Victoria, BC

(2017 - 2022)

• Delivered luxury guest service while handling hotel communications.
• Resolved guest concerns efficiently while maintaining Fairmont standards.
• Collaborated with departments to ensure seamless guest experiences.

Front Desk Agent, Lead - Fairmont Jasper Park Lodge - Jasper, AB

(2015 - 2016)

• Managed guest check-ins, check-outs, reservations, and billing processes.
• Handled guest inquiries and concerns with professionalism and accuracy.
• Supported front desk operations in a busy luxury resort environment.

Concierge - Walt Disney World Contemporary Resort - Orlando, FL

(2014 - 2014)

• Assisted guests with dining reservations, tickets, and vacation planning.
• Provided personalized guest support and resolved concerns professionally.
• Supported front desk operations and payment processing.

Diploma - Hospitality Management - St. Clair College (2013 - 2015)