About
Thanks for stopping by! I'm Steve, a digital experience designer looking for opportunities to contribute. I have a background in hospitality, and I strive to bridge service excellence with a humanized approach.
Work Experience
High volume guest and local management contact center.
-Specialized in navigating third party listing platforms such as Airbnb, Booking.com, VRBO, HVMI
-Multi communication channels, including phone, email, chat, averaging over 20 guest contact points per hour.
-Consistently top 5% of phone customer contacts.
-Trained and frequented in separate department workflows such as 3rd party claims, reviews, and reservations.
- F&B Assistant Restaurant Manager for 3 departments and 40 associates
- Crafted and sold private dining menus to guests, billing up to $10,000 a month in revenue, on top of daily revenue in the Carneros Bistro and Wine Bar .
- Curated and re-launched “Bean & Bottle lounge” into a 50 seat local specialty buffet
- Implemented the "Bikeria" coffee cart concept featuring to-go items and gourmet coffee drinks for the lobby lounge and beyond
- Streamlined operational procedures and set up new cocktail menu for a 60 cover summer pool bar which generated past $3,000 on weekends.
- Executed banquet style events for festive dates such as Mother’s Day, Christmas, and Easter.
- Assigned to Task force as banquet manager in W San Francisco during the one week Dream Force city buyout event.
- Supervised J&G Grill for regular service and buyout events
- Maintained and enforced Forbes 4 star standards for 2019
- Coordinated with the guest experience of Chinese tour groups and guests
- Created new menu items for the Chinese dining experiences
-Led visual design for branding and identity of the property
-Generated publishable promotional assets for marketing purposes
-Average Nightly Rate was increased by 20% with an increase of 8% in occupancy for 2018
Volunteering
• Designed user interfaces and experiences for an end-to-end progressive web app at The Love Story Media, Inc.
• Streamlined the minimal viable product for initial development to enhance user engagement.
• Influenced and adapted user stories to simplify user interactions with resonate features.
Education
Certifications
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490 hours of UX & UI coursework, raging from responsive design, design system and fundamentals, finishing with 4 capstone projects.
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2x weekly design critiques for projects to communicate design direction and feedback on
iterations.
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Focus on design thinking, human centered design, iterative prototyping and visual design.
Collaborative project included a responsive website redesign for mobile and desktop, followed with rebranding and design system handoff.
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User experience research consisted of performing usability testing, competitor analysis,
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heuristic evaluation, user surveys, and prototyping.