Collaborate with graphic designers to turn Figma mockups into React components, implementing new features

Develop a context provider for improved access to ticketing sales data, eliminating redundant GraphQL queries and prop drilling

Resolve critical iOS-specific display bugs, improving interface stability

Consolidate logic in filtering components for the film list and film schedule pages, improving UI consistency, and resolving a major source of ongoing tech debt

Facilitate effective communication with teammates within an Agile development framework, resulting in rapid completion of tickets during live event periods

Troubleshot server issues and implemented failsafes to ensure reliable data backups during downtime

Researched and implemented technologies like advanced Opera PMS, Zingle, Quore to enhance product pipeline

Led the front office department at the US East Coast flagship location of an IHG lifestyle brand hotel, achieving a 100-point increase in TripAdvisor ranking

Mentored assistant managers on leadership and operational aspects of guest experience

Streamlined standard operating procedures to ensure clear and consistent standards on reservation management and guest-facing financial transactions

Processed payroll for Front Desk Agent, Bellmen, Concierge, and Front Office Management teams

Oversaw team scheduling, ensuring compliance with AFL-CIO union guidelines

Served as liaison with other departments to promote interdepartmental communication and cooperation

Expertly utilize Opera and Concerto to manage guest stays, track issues, and monitor room inventory

Perform nightly audits, overseeing building security and reconciling business day transactions through inventory balancing and forecasting, credit monitoring, and rigorous reporting

Monitor extranets to coordinate guest requests and identify opportunities for upsells and uniquely tailored amenities

Reconcile open guest folios and discrepant billing issues

Resolve guest complaints efficiently and empathetically to ensure customer satisfaction and uphold brand standards

Operated as a dual Housekeeping Manager during COVID, closely monitoring union, and local and federal government updates on health guidelines to ensure the safety of staff and guests

Capitalized on moments of guest dissatisfaction as opportunities to restore faith and provide personalized attention

Provided memorable, tailored check-in experiences

Elevated team standards through proactive and thorough follow up with ongoing client and hotel needs

Resolved billing and booking issues of all levels of complexity, often first to identify major issues