Julia Askins
Conway,SC
Summary
Results-driven service professional with extensive experience in guest services, team leadership, and operational management. Proven ability to supervise and develop high-performing teams, enhance customer satisfaction, and drive revenue growth. Skilled in conflict resolution, process optimization, and cross-functional collaboration to ensure seamless guest experiences. Adept at implementing training programs, streamlining workflows, and fostering a culture of accountability, with a focus on positivity in the workplace. Dedicated to maintaining high service standards and operational excellence in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Operations Manager
Monster Reservations Group
01.2024 - 02.2025
- Supervised a team of 10 Guest Service Managers, ensuring compliance with company policies and procedures for 120+ employees.
- Fostered a culture of accountability by empowering team members to take ownership of their responsibilities, resulting in improved performance outcomes.
- Conducted regular performance evaluations, identifying development opportunities and implementing strategic action plans for continuous improvement.
- Designed and facilitated ongoing training programs, including "train-the-trainer" initiatives, to enhance managerial and team member effectiveness.
Guest Service Manager
Monster Reservations Group
01.2021 - 01.2024
- Effectively resolved guest complaints with empathy, utilizing strong problem-solving and de-escalation skills to ensure customer satisfaction.
- Managed a team of 20–30 guest-facing staff in a call center, fostering a supportive work environment and driving overall performance improvements.
- Optimized call center processes to enhance efficiency and service quality through strategic organizational improvements.
- Partnered with cross-functional departments to coordinate guest services, ensuring seamless and high-quality experiences.
- Conducted regular performance evaluations, providing constructive feedback and coaching to enhance individual skills and overall team effectiveness.
Guest Service Representative
Monster Reservations Group
11.2017 - 01.2021
- Assisted guests with reservation modifications, ensuring prompt and professional resolution of any issues.
- Generated additional revenue by increasing reservations and promoting add-on purchases, contributing to overall business growth.
- Processed payment transactions with accuracy, adhering to proper handling procedures to maintain financial integrity.
- Developed and implemented innovative strategies to elevate guest service standards and improve overall experiences.
Education
Bachelor of Science - Anthropology
College of Charleston
Charleston, SC05-2012
Skills
- Problem-solving
- Reservations systems management
- Detail-oriented
- Staff training and development
- Team leadership
Continuing Education Certificates
Becoming an Empathetic Person and Leader
Business Fundamentals: Management and HR Management
Management Skills Training for New and Experienced Managers
Timeline
Operations Manager
Monster Reservations Group
01.2024 - 02.2025
Guest Service Manager
Monster Reservations Group
01.2021 - 01.2024
Guest Service Representative
Monster Reservations Group
11.2017 - 01.2021
Bachelor of Science - Anthropology
College of Charleston
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