Summary
Overview
Work History
Education
Timeline
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Michael Taylor

Summary

Experienced operations executive with a successful history in the hospitality industry, managing portfolios of over 5,000 single and multi-family vacation rentals. Skilled in relationship building, revenue management, vacation rental management, problem-solving, and ensuring satisfaction for employees, owners, and guests. With over 20 years of experience, I excel in leading high-growth organizations, driving superior operations, and implementing strategic and operational processes. I am adept at developing business success strategies, enhancing operations, and improving service levels.

Overview

24
24
years of professional experience

Work History

Senior Director of Operations

Monarch Collective
05.2023 - Current
  • Led operations for three vacation rental companies managing over 1,000 rentals.
  • Improved service levels and streamlined business operations.
  • Enhanced owner relations through proactive outreach and education.
  • Increased Owner Service Agent (OSA) proficiency in dynamic pricing and market trends.
  • Strengthened communication with owners via Owner Outreach program and Monthly Newsletters.
  • Streamlined onboarding process for new owners.
  • Stabilized Owner Service Team, reducing turnover for consistent owner contact.
  • Implemented double-inspections for owner arrivals and seasonal welcome gifts.
  • Established quarterly bonus program for Owner Relations team to incentivize net unit growth and NPS scores.
  • Contributed to happier owners, reduced churn rates, unit growth, and higher employee satisfaction.
  • Controlled labor costs, optimized operational expenses, and enhanced service levels.
  • Implemented strategic initiatives for revenue growth and listing audits to boost bottom line.

Senior Regional Director

Vacasa
05.2020 - 05.2023
  • Supervised 5 Regional Directors in my portfolio totaling over 4,000 vacation rentals.
  • Consistently among the top-performing regions in growth and service metrics.
  • Cultivated an inclusive work environment that fostered collaboration, innovation, and mutual respect among diverse teams of professionals.
  • Spearheaded change management initiatives during organizational restructuring and acquisitions of five large companies within a year in a half.
  • Reviewed financial reports to identify potential issues, cost-saving opportunities, and significant departures from the budget.

Regional Director of Operations

Vacasa
03.2016 - 05.2020
  • Directed regional operations, leading a team to achieve business goals and enhance service quality.
  • Oversaw operational procedures and ensured compliance with company standards.
  • Saw rapid growth and was an integral part of bringing in over 20+ integrations into our portfolio.
  • Responsible for stabilizing new and existing territories.

Area GM

ResortQuest By Wyndham Vacation Rentals
12.2011 - 03.2016
  • Oversaw rental operations for up to 364 rentals, including five check-in locations and two maintenance/housekeeping warehouses.


Director of Guest Services

Southern Vacation Rentals
05.2006 - 12.2011
  • Supervised reservations and front desk staff across four satellite offices, totaling up to 15 employees and 760 rentals.
  • Saw significant growth from 300+ units to over 700+ units
  • Conducted regular performance reviews of staff members, offering constructive feedback aimed at personal development and company success metrics achievements.
  • Specialized in resolving guest issues swiftly and maintaining high levels of customer service.
  • Trained staff to maximize customer service potential and achieve yearly sales goals.
  • Collaborated with owners and team members to enhance business operations and control yield management.

General Manager

Southern Vacation Rentals
02.2010 - 02.2011
  • Directed overall operations, ensuring high standards of service levels and operational efficiency.

Guest Service Manager

WaterColor Inn And Resort
01.2002 - 05.2006
  • Hired, trained, and supervised the opening front office staff of 27 employees with a focus on delivering luxury service to a 60-room boutique hotel and 150 vacation rentals.
  • WaterColor Inn has been recognized for numerous accolades, including a AAA Four-Diamond rating and Conde' Nast Traveler's "Readers' Choice Award- Ranked #1 "Best Resorts in Florida" (Gulf & Central)."
  • Streamlined front desk operations for improved efficiency, utilizing strong organizational skills.
  • Monitored staff training, scheduling, and shift changes.
  • Enhanced guest satisfaction by promptly addressing issues and providing personalized assistance.
  • Managed guest services, focusing on delivering superior customer experiences.


Corporate Management Trainee

Hyatt Regency
08.2001 - 02.2002
  • Completed management training across different departments in a 1,200-room hotel.
  • Collaborated with a select group of graduates on team-building assignments and operational projects.

Intern

Wyndham Palace Resort & Spa
09.2000 - 08.2001
  • Gained comprehensive experience in a large, four-star Disney resort with over 1,400 rooms.
  • Worked in various departments including Front Desk & Concierge, Housekeeping, Food and Beverage.
  • Assisted HR department with recruiting trips.

Education

Bachelor of Science - Hospitality Management

University of Central Florida
Orlando, FL
08.2001

Timeline

Senior Director of Operations

Monarch Collective
05.2023 - Current

Senior Regional Director

Vacasa
05.2020 - 05.2023

Regional Director of Operations

Vacasa
03.2016 - 05.2020

Area GM

ResortQuest By Wyndham Vacation Rentals
12.2011 - 03.2016

General Manager

Southern Vacation Rentals
02.2010 - 02.2011

Director of Guest Services

Southern Vacation Rentals
05.2006 - 12.2011

Guest Service Manager

WaterColor Inn And Resort
01.2002 - 05.2006

Corporate Management Trainee

Hyatt Regency
08.2001 - 02.2002

Intern

Wyndham Palace Resort & Spa
09.2000 - 08.2001

Bachelor of Science - Hospitality Management

University of Central Florida

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