Austin Reed Whitlock
Burbank
Summary
Professional with keen focus on team collaboration and achieving results. Adaptable to changing needs and reliable in all situations. Experienced with front office management, delivering seamless guest experiences and optimizing operational workflows. Utilizes strategic planning and team coordination to enhance service quality. Track record of effective problem-solving and fostering positive guest relationships.
Overview
21
21
years of professional experience
Work History
Assistant Front Office Manager
Springboard Hospitality
West Hollywood, CA
02.2022 - Current
- Managed front office operations, ensuring high standards of customer service and efficiency to obtain and hold the Traveler Rated #1 property in West Hollywood for 4+ years, and #24 in California out of 3270 properties.
- Coordinated staff schedules to optimize coverage during peak service hours.
- Implemented training programs for new hires, enhancing team performance and guest satisfaction.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Managed guest inquiries and resolved complaints, fostering positive relationships with clientele.
- Coordinated office events and meetings for staff.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Coached employees through day-to-day work and complex problems.
- Completed bi-weekly payroll for 10+ employees.
- Directed front office team during multiple power outages to ensure operational continuity.
- Oversaw front office team during transition to FEMA's emergency lodging procedures, ensuring compliance and effective execution.
- Monitored group resume alignment to support seamless operations and improve overall member experience.
- Directed front office team through comprehensive renovation to establish a revitalized property brand and attract new clientele.
- Formulated and implemented SOPs for new activations aimed at optimizing service delivery and compliance with updated policies.
Front Office Supervisor
The Ziggy Hotel (formerly known as The Grafton on Sunset Hotel)
10.2021 - 02.2022
- Trained and onboarded newly hired front desk agents on OPERA PMS and front desk procedures.
- Promoted a welcoming, professional, and team-oriented environment for both guests and colleagues.
- Resolved rate discrepancies and guest concerns while upholding hotel policies.
- Ensured compliance with hotel policies and applied appropriate charges when necessary.
- Remained calm and followed established emergency procedures to ensure the safety of guests and staff.
- Completed incident reports, accident forms, and employee write-ups as required.
- Worked Night Audit shifts, including high-volume holidays such as New Year’s Eve, managing inebriated guest situations professionally.
- Demonstrated strong investigative skills and attention to detail for accurate charge reconciliation and dispute resolution.
- Utilized M3 accounting system for financial input and reporting.
- Authorized guest bans for behavior detrimental to the property or insufficient payment.
- Conducted property tours for ownership.
- Audited valet parking charges for accuracy.
- Maintained balanced cashier banks.
- Led front desk operations during OPERA system outages and operational disruptions.
Front Desk Agent
The Ziggy Hotel (formerly known as The Grafton on Sunset Hotel)
06.2021 - 10.2021
- Operated OPERA PMS for reservations, check-in, and check-out processes.
- Delivered efficient, friendly, and informative check-in and check-out experiences, clearly explaining hotel amenities and services.
- Maintained a courteous and professional atmosphere, with special attention to VIP guests.
- Organized group resumes and itineraries to ensure seamless and stress-free stays.
- Performed concierge services, including amenity delivery and recommendations for dining, nightlife, and local attractions.
- Assisted with housekeeping-related tasks to maintain a clean and safe guest environment.
- Prepared and served breakfast and coffee for guests.
- Answered and routed phone calls professionally while adhering to guest privacy protocols.
- Worked independently during sold-out and high-volume periods, including July 4th weekend.
- Supported the transition from OPERA Version 5 to OPERA Version 21, assisting with troubleshooting and staff learning.
- Safely handled guest luggage up to 50 lbs.
- Worked overtime and flexible shifts as operational needs required.
Floor Supervisor
Vans
07.2018 - 05.2021
- Led sales teams of up to seven employees, providing daily direction, coaching, and performance feedback.
- Oversaw the customer experience function within the management team, contributing to consistently high survey results, including a 98.6% customer satisfaction rating.
- Led the brand-focused segment of the management team, delivering product knowledge training and coordinating brand launch events.
- Regularly operated and troubleshot POS systems to ensure smooth and accurate transactions.
- Conducted employee training, interviews, and supported hiring decisions.
- Delegated tasks effectively to associates to maintain productivity and operational efficiency.
- De-escalated customer and employee conflicts professionally to maintain a safe and positive environment.
- Prevented and addressed theft through proactive monitoring and adherence to loss prevention procedures.
Stock Supervisor
Vans
08.2017 - 07.2018
- Led the stock operations segment of the management team, overseeing daily back-of-house functions.
- Processed incoming shipments efficiently using RF scanning technology.
- Managed footwear and apparel consolidation to ensure accurate inventory flow.
- Designed and constructed window displays in alignment with brand standards and visual merchandising guidelines.
- Maximized stockroom space through organized layout and efficient storage practices.
- Maintained cleanliness and safety standards in stock and sales areas.
- Led and coordinated full inventory counts with accuracy and accountability.
- Demonstrated strong product knowledge to effectively sell, fulfill customer needs, and drive add-on sales.
- Confidently led zoning sessions, providing associates with tools and coaching to support success on the sales floor.
- Monitored, maintained, and consistently worked to exceed KPI performance goals.
- Opened and closed registers and prepared daily cash deposits accurately.
- Trained and onboarded new employees, fostering a positive, professional, and memorable work environment.
- Created welcoming and engaging experiences for both customers and team members.
- Safely lifted and handled boxes weighing 50 lbs or more
Sales Associate
Vans
12.2016 - 08.2017
- Assisted customers on the sales floor by providing attentive service and product knowledge to support purchasing decisions.
- Played a key role in two store relocations, helping lead stockroom breakdown, transfer, and reorganization.
- Collaborated with three Vans Go-Team deployments to support store operations and transitions.
- Supported multiple stockroom consolidation and organization initiatives to improve efficiency and accessibility.
- Processed incoming shipments accurately and in a timely manner.
- Assisted with numerous floor sets and visual merchandising updates in accordance with brand standards.
- Identified and prevented loss prevention incidents, contributing to three documented LP interventions.
- Actively trained for Session Leader responsibilities, demonstrating initiative and leadership development.
Volunteering in various capacities
Golden State Gymnastics
06.2012 - 06.2018
- Moving gym equipment, hospitality, painting, and cleaning, helping at concessions stand, supervise children playing and performing gymnastics
Warehouse Worker
Burbank Sportscards-The Sportscard Superstore
06.2014 - 07.2015
- Accurately located individual cards within a warehouse containing over 43 million sports cards.
- Performed a variety of warehouse operations to support daily fulfillment needs.
- Prepared and processed large online orders containing 250+ cards for shipment.
- Organized, sorted, and shifted inventory to maintain correct sequencing and accessibility.
- Completed inventory management and data entry with attention to detail and accuracy.
- Safely lifted and handled boxes weighing 30 lbs or more.
Various Temporary Jobs
Apple One
06.2012 - 06.2014
- Responsibilities include typing, running a document folder, making copies, running a postal meter machine, proficient in Microsoft office
Freshman/JV Baseball coach
Burroughs High School Baseball
06.2012 - 12.2012
- Assisted with coaching, scoring and constructing lineups as well as coaching a few games alone
Actor
01.2005 - 08.2010
- Principal Actor: Made numerous commercials, tv and film as a principal actor
Education
Los Angeles Valley College
Sherman Oaks, CAHigh School - undefined
Burroughs High School
Burbank, CA01.2012
Skills
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- Scheduling and calendar management
- Problem-solving
- Reservation handling
- Complaint handling
- Teamwork and collaboration
- Microsoft Office Suite
- Opera Cloud
- Inventory oversight
Languages
Spanish
Limited Working
Timeline
Assistant Front Office Manager
Springboard Hospitality
02.2022 - Current
Front Office Supervisor
The Ziggy Hotel (formerly known as The Grafton on Sunset Hotel)
10.2021 - 02.2022
Front Desk Agent
The Ziggy Hotel (formerly known as The Grafton on Sunset Hotel)
06.2021 - 10.2021
Floor Supervisor
Vans
07.2018 - 05.2021
Stock Supervisor
Vans
08.2017 - 07.2018
Sales Associate
Vans
12.2016 - 08.2017
Warehouse Worker
Burbank Sportscards-The Sportscard Superstore
06.2014 - 07.2015
Volunteering in various capacities
Golden State Gymnastics
06.2012 - 06.2018
Various Temporary Jobs
Apple One
06.2012 - 06.2014
Freshman/JV Baseball coach
Burroughs High School Baseball
06.2012 - 12.2012
Actor
01.2005 - 08.2010
High School - undefined
Burroughs High School
Los Angeles Valley College