Katherine Reyes

Luxury Hospitality Professional with over five years of experience in Forbes-rated and upscale hotels, specializing in Front Desk Operations, Guest Experience, VIP Services, Revenue Generation, and Luxury Customer Service. Recognized as the #1 Upseller at Fontainebleau Miami Beach, consistently generating more than $50,000 in monthly upsell revenue while maintaining exceptional guest satisfaction. Experienced with Opera PMS, Opera Cloud, OnQ, PEP, reservations, billing, VIP arrivals, guest recovery, and cross-department collaboration.

Trilingual in English, Spanish, and Italian with strong leadership, communication, and problem-solving skills.

Guest Experience Agent at Fontainebleau Miami Beach (2025 – Present)

• Ranked #1 Upseller within the Front Office team.
• Generated over $50,000 monthly in room upgrades and premium experiences.
• Personalized luxury guest experiences
• Delivered Forbes luxury hospitality standards.

Guest Experience Agent at The Elser Hotel & Residences (2024 – 2025)

• #1 Agent in sales, consistently exceeding $40K in monthly revenue
• Reviewed and routed Airbnb and third-party reservations (Booking, HotelTonight, Expedia)
• Collected VCCs and ensured accurate reservation processing

Front Desk Supervisor at Hilton Garden Inn Brickell South (2023 – 2024)

• Supervised and supported staff
• Handled customer service and issue resolution
• Performed administrative duties
• Managed reservations, MOPs, and VCCs

Guest Experience Agent at East Hotel Miami (2022 – 2023)

• Assistance to the guest at the time of check-in, during their stay and check out
• Agent #1 in sales (UPSELL PROGRAM) keeping me with monthly sales over $30k
• Mystery Shopper, achieving a score of 95% in the different programs

Front Desk Agent at Fisher Island Club (2022 – 2023)

• Assistance and support to the guest
• Correctly perform the assigned tasks
• Cash management and reservations
• Assigned rooms and amenities for VIP guests

International Ist at Bright Hospitality Staffing Agency (2021 – 2025)

Bachelor's Studies in International Relations & Political Science – San Ignacio University (2021)

International Business – Universidad San Ignacio de Loyola (2015)

TOEFL – Test of English as a Foreign Language – Peruvian British Cultural Association (2022)