Catherine Brown

Led revenue management and yield optimization, improving room inventory performance during high-demand MICE periods. Drove digital transformation by switching to digital registration and e-billing, cutting weekly paper consumption from 25,000 to 1,000 sheets, and built a 12-month training program for 40+ staff to raise guest satisfaction.

Supervised a 15+ person front office team and supported guest service delivery across all touchpoints. Implemented upselling initiatives with Sales & Revenue that increased average room revenue by 12%, maintaining a 95% guest satisfaction rating on feedback platforms.

Managed shift operations and acted as Duty Manager in the absence of senior leadership. Reduced onboarding time by 30% through on-the-job training, while ensuring 100% billing accuracy and maintaining front desk compliance with brand quality benchmarks.

Managed daily front office operations, coordinating with housekeeping and reservations to ensure seamless guest service. Increased hotel revenue by 10% through coaching on upselling and service personalization, and supported scheduling, performance tracking, and operational reporting.

Oversaw lounge operations serving VIP and corporate guests, achieving a 98% satisfaction score. Managed stock control and procurement for uninterrupted service and trained staff in luxury service protocols to improve loyalty and repeat visits.

Processed guest check-ins, check-outs, and billing with accuracy and efficiency. Used suggestive selling techniques that contributed to a 5% increase in ancillary revenue and coordinated guest requests with relevant departments for timely resolution.

Marketed banking products and exceeded monthly sales targets by 15–20%. Built strong client relationships, increasing customer retention by 10%, and resolved customer queries while maintaining KYC compliance.

Coordinated guest transportation logistics and handled 50+ daily inquiries with efficiency. Managed invoicing, receipts, and bank reconciliations with 100% accuracy and supervised drivers, reducing delays by 20%.

Bachelor of Business Administration in Banking & Finance from Valley View University.

Certification in Microsoft Office proficiency.

Certification in data analysis.