Julie Austin
New York
Summary
Results-driven guest services leader with a track record of improving service quality and guest satisfaction. Expertise in staff training, quality assurance, and event planning, contributing to seamless guest experiences and operational excellence.
Overview
9
9
years of professional experience
Work History
Director of Guest Services
Lotte New York Palace Hotel
New York
12.2024 - Current
- Managed daily operations of guest services department at luxury hotel.
- Trained staff on customer service standards and hotel policies.
- Coordinated guest requests and resolved issues promptly and effectively.
- Oversaw front desk operations, ensuring smooth check-in and check-out processes.
- Implemented guest feedback systems to enhance service quality and satisfaction.
- Developed training materials for new hires in guest services roles.
- Collaborated with other departments to promote seamless guest experiences.
Assistant Manager
1 Hotel Brooklyn Bridge
Brooklyn
12.2023 - 12.2024
- Assisted in managing daily hotel operations and staff activities.
- Coordinated guest services to enhance overall guest satisfaction.
- Oversaw inventory management and supply ordering processes.
- Trained new staff in service standards and hotel policies.
- Implemented procedures to maintain cleanliness and safety standards.
- Collaborated with departments to streamline communication and workflow.
- Analyzed customer feedback to improve service quality initiatives.
- Supported event planning and execution for hotel functions and gatherings.
Front Office Manager
Park Terrace Hotel
New York
09.2022 - 11.2023
- Supervised front desk operations and managed guest check-in and check-out processes.
- Trained and mentored front office staff on customer service best practices.
- Coordinated room assignments and maintained accurate reservation records.
- Resolved guest complaints promptly, ensuring a positive experience for all visitors.
- Managed billing processes and facilitated payment transactions effectively.
- Implemented standard operating procedures to enhance front office efficiency.
- Collaborated with housekeeping to ensure timely room readiness for guests.
- Managed daily operations of the front office, including greeting guests, answering phone calls, and responding to emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
- Established strong relationships with corporate clients in order to foster repeat business opportunities.
Guest Experience Manager
TWA Hotel
New York
01.2021 - 09.2022
- Led guest experience initiatives to enhance overall visitor satisfaction.
- Coordinated with staff to ensure seamless service delivery across all departments.
- Trained team members on hospitality standards and customer service best practices.
- Implemented feedback systems to gather guest insights and improve services.
- Developed training materials to support onboarding of new employees in guest relations.
- Collaborated with marketing to promote hotel events and special packages for guests.
- Resolved guest complaints promptly, ensuring a positive experience for all visitors.
- Created a system to track guest feedback and complaints in order to identify areas of improvement.
- Managed relationships with external vendors related to services impacting the guest experience.
- Collaborated with other departments to resolve guest issues quickly and efficiently.
Guest Service Representative
Martinique New York Broadway
New York
11.2017 - 03.2020
- Greeted guests warmly upon arrival, ensuring a positive first impression.
- Managed reservations and check-ins using hotel management software efficiently.
- Assisted guests with inquiries, providing local information and recommendations.
- Greeted walk-in and phone guests, determining interests and needs.
- Provided assistance to guests throughout their stay.
- Answered incoming calls from guests seeking reservations or general information.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Handled customer complaints professionally and efficiently.
- Resolved guest complaints promptly to maintain high service standards.
- Coordinated with housekeeping to ensure timely room readiness for guests.
- Collaborated with team members to enhance guest experiences through effective communication.
- Processed payments and maintained accurate financial records at the front desk.
- Conducted nightly audits to verify billing accuracy and report discrepancies.
- Maintained cleanliness of lobby area and front desk counter.
Education
Bachelor of Arts - Journalism And Mass Communication
York College
Jamaica, NY05-2023
Some College (No Degree) - Hospitality Administration And Management
New York University
New York, NY06-2026
Skills
- Guest experience management
- Service quality enhancement
- Customer service
- Staff training
- Conflict resolution
- Team collaboration
Languages
Spanish
Native/ Bilingual
Timeline
Director of Guest Services
Lotte New York Palace Hotel
12.2024 - Current
Assistant Manager
1 Hotel Brooklyn Bridge
12.2023 - 12.2024
Front Office Manager
Park Terrace Hotel
09.2022 - 11.2023
Guest Experience Manager
TWA Hotel
01.2021 - 09.2022
Guest Service Representative
Martinique New York Broadway
11.2017 - 03.2020
Bachelor of Arts - Journalism And Mass Communication
York College
Some College (No Degree) - Hospitality Administration And Management
New York University