General Manager

• Dec 2022 - Jun 2023

Full ownership of the market, managing 20 campervans being rented on a short term basis Manage operations and maintenance teams as well as worked with the product and hardware teams, giving feedback and coming up with solutions to common issues Coordinate with 3rd party vendors to fix van issues, conduct routine maintenance and clean vans Responsible for pricing strategy and uncovering revenue opportunities Collaborate with the social media team to facilitate new partnership opportunities Show less

Operations Manager

• Jul 2022 - Nov 2022

Operations Manager - Palm Springs, California

• Aug 2020 - Jul 2022

Opened and operated the first resort in company history, the 143 room V Hotel Managed a team of supervisors and hospitality agents, assisting with escalations and complex guest issuesCoordinated hotel-wide projects and upgrades to completion alongside the ownership group Collaborated with other stakeholders in the company including revenue management, maintenance vendors, group sales and procurementAchieved over 1 million dollars in room revenue in April 2022 from full sellouts related to Coachella and StageCoach festivals Managed the relationship with a 3rd party cleaning vendor to achieve and maintain a high level of cleanliness Show less

Lead Hospitality Agent

• Nov 2018 - Aug 2020

• Supervise all hospitality agents by delegating and prioritizing tasks and helping them solve problems.• Involved in scheduling, conflict resolution and coaching hospitality agents. • Oversee and manage large-scale special operations projects. • Responsible for helping drive key metrics centered around a seamless guest stay. Notably, increasing our Customer Satisfaction scores and reducing the percentage of guests that encounter an issue• View historical data and identify trends in order to find permanent solutions to reoccurring issues• Read through guest reviews, identify common issues and create actionable plans to remedy and enhance the guest experience. • Communicate and collaborate with maintenance and property management to facilitate the completion of work orders as well as created a partnership with a local vendor to conduct overnight security for weekends and major events. • Daily communication with both in-house housekeeping as well as a third-party company regarding cleanliness issues and guest requests.• Dispatch the maintenance team to fix issues or schedule repairs with third party vendors. Show less

Hospitality Agent

• Jun 2018 - Nov 2018

• Take care of day-to-day hospitality tasks, such as bringing extra items to guests during their stay and managing in-unit needs that range from troubleshooting systems and appliances, quick housekeeping fixes, and overseeing contractor appointments• Work closely with the guest experience team, the housekeeping teams and the city team to respond promptly to current guest issues through Asana and Slack• Conduct quality control inspections daily• Communicate with building managers and building maintenance teams to ensure the completion of work orders Show less

Front Desk Agent/ Night Audit

• Dec 2017 - May 2018

• Greet guests on arrival, efficiently conduct the check-in process and describe hotel amenities • Process payments for room charges as well as make new reservations • Effectively communicate guest needs and concerns to the executive housekeeper and chief engineer • Generate reports outlining room occupancy totals, daily transactions, revenue totals and other figures for management review • Highest check-in satisfaction rate amonst front desk agents at 90% • Manage end of month inventory for the guest market, bar, and restaurant Show less

Travel Agent Intern

• Sep 2016 - Jul 2017

•Assisted with reservations, payments, and trip details for clients •Tracked, compiled and organized invoices, commissions, and sales by using Excel spreadsheets •Closely worked with travel companies, cruise lines, and tour operators to efficiently make changes to existing reservations •Assisted with reservations, payments, and trip details for clients •Tracked, compiled and organized invoices, commissions, and sales by using Excel spreadsheets •Closely worked with travel companies, cruise lines, and tour operators to efficiently make changes to existing reservations

Honors in the Major

• Aug 2016 - May 2017

• Worked under the direction of world-renowned hospitality researcher, Dr. Woo Gon Kim • Collected data, analyzed results, and discussed industry implications • Defended thesis successfully, “Exploring Room Rate Dispersion Practices in Hotels Across Channels” • Worked under the direction of world-renowned hospitality researcher, Dr. Woo Gon Kim • Collected data, analyzed results, and discussed industry implications • Defended thesis successfully, “Exploring Room Rate Dispersion Practices in Hotels Across Channels”

Food and Beverage Intern

• May 2016 - Aug 2016

•Served throughout restaurant, bar and lounge establishments •Collaborated with managers, reservations and sales to effectively carry out special events, meetings and site inspections •Managed a cash float, took reservations, and gained guest relations experience •Served throughout restaurant, bar and lounge establishments •Collaborated with managers, reservations and sales to effectively carry out special events, meetings and site inspections •Managed a cash float, took reservations, and gained guest relations experience