Veronica Madorini

Provided high-level guest service aligned with The Leading Hotels of the World, American Express Fine Hotels & Resorts, Forbes and Chase standards. Managed daily front office operations including check-in/check-out accuracy and efficiency, handling VIP guests and special requests with discretion, monitoring arrivals/departures/room allocations, and coordinating room and occasion details. Conducted hotel tours and promoted internal services (spa, dining, events) to maximize guest experience and revenue. Collaborated with housekeeping, F&B, concierge, and maintenance to deliver seamless service and maintain a smooth guest journey from arrival to departure. Maintained direct communication with management, provided feedback, and supported operational decisions; trained and mentored new team members.

Leading end-to-end design of intuitive, high-performing digital products. Translating business requirements into user-focused, technically feasible solutions. Designing seamless user journeys, wireframes, interfaces, and interactive prototypes. Creating scalable design systems and consistent digital experiences. Conducting user research to uncover insights, behaviours, and opportunities, and validating/refining products through user feedback and usability testing. Applying accessibility and responsive design principles across digital products. Leveraging AI-assisted workflows to accelerate research, ideation, and prototyping. Collaborating with cross-functional teams to turn ideas into impactful digital products; using React/CSS/Vercel for front-end implementation when needed.

Provided high-level guest service aligned with The Leading Hotels of the World, American Express Fine Hotels & Resorts, Forbes and Chase standards. Managed check-in/check-out procedures with accuracy and efficiency, handled guest requests/inquiries/complaints with prompt personalized resolution, and responded to emails and phone calls with a professional communication style. Oversaw cash handling, billing, and daily cashier reports with precision. Collaborated with all hotel departments (housekeeping, F&B, concierge, maintenance) to deliver seamless service and ensure a smooth guest journey from arrival to departure, building guest relationships and loyalty. Maintained direct communication with management and contributed to team success by training colleagues and sharing best practices.