• Redesign main index components to be more responsive and extensible, using grid-template, styled Emotion components, and MUI hooks, improving both developer experience and user experience for 3K daily visitors

• 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

• Developed Ruby scripts to automate data parsing from PDFs for financial auditing

• 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

• Manage front of house team, guiding performance and training new staff to corporate standards

• 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

• Consistently ranked as a top performer in upsell revenue and guest satisfaction metrics

• 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