Taylor Loman
Orlando,FL
Summary
Motivational Leader and organizational problem-solver with advanced Leadership, team building and customer service skills. Experience with stepping into roles and quickly making positive changes to drive department success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Assistant Director of Services
Gaylord Palms Resort & Convention Center
12.2023 - Current
- Exceeded cleanliness goal with a score of 78.2%, surpassing the target of 76.1%
- Developed and executed LSOP for dropped rooms targeting productivity improvements
- Collaborated with Front Office to drive and increase Foregoing Housekeeping Services by 39%
- Led comprehensive renovation of Guest Rooms and Lobby
- Oversaw Department Schedule and Productivity
Assistant Front Office Manager
Gaylord Palms Resort & Convention Center
11.2021 - 12.2023
- Assistant Department Head with direct reports that include 13 Leaders and 57 hourly associates
- Directed talent acquisition efforts across all Front Office departments, focusing on both permanent and temporary roles.
- Boosted Associate Engagement by 11 points year-over-year between 2022 and 2023.
- Partook in the Contactless Journey Brand Work Team to enhance user engagement within Mobile Key Metrics
- Led initiatives to drive Elite Appreciation such as Elite Appreciation Weekends, Rooms Control blocking strategies, and coaching associates on providing elevated service
- Oversaw department productivity and scheduling.
- Achieved comprehensive adoption of Empower system within the hotel involving key partners.
Call Center Manager
Gaylord Palms Resort & Convention Center
04.2021 - 11.2021
- Deployed EVA artificial intelligence project, significantly reducing call volume.
- Enhanced efficiency by cutting down chat response duration to less than one minute.
- Developed Empower Trainings, boosting department knowledge and increasing cases created outside Front Office metrics from 20% to 34.3%.
- Partnered with Engineering Department to pinpoint Mobile Key growth areas, elevating take rate percentage from 1.1% to 46.6% over six months.
- Implemented a Pre-Arrival Process utilizing the Guest Planning Screen in Empower to note Negative Opportunities reported & Ambassador Upgrade Opportunities
Front Desk Manager
Renaissance Orlando Airport Hotel
08.2019 - 04.2021
- Oversaw Front Office Department including Bell Stand, 'Delighted to Serve' Operators, and Front Desk associates/Supervisors.
- Instructed employees on adhering to brand standards for Front Desk and call center operations.
- Held weekly meetings to execute the 'WIG' plan for the department.
- Managed all shifts efficiently, addressing guest issues promptly and effectively.
- Maintained accuracy in guest billing details, including tax exemptions.
- Executed overnight audit checklists to support accounting with discrepancies.
- Created procedure for distress airlines that supported airline billing.
Food and Beverage Operations Manager
Newark Liberty International Airport Marriott
03.2018 - 08.2019
- Executed food and beverage operations efficiently for a 591-room property.
- Managed the daily opening and closing of a 19-hour, three-meal restaurant operation.
- Oversaw labor management processes efficiently.
- Performed regular audits to maintain accurate beverage cost tracking.
- Handled invoicing process, including Purchasing Card submissions, on a monthly basis.
- Reviewing Accounts Payable Detail and submitting any accruals for month end
- Hiring and Training new associates which includes Bartenders, Servers, Host/Hostess, Starbucks Baristas, and Food Runners
- Achieved a notable increase in BLT scores from 79 to 86 between 2017 and 2018.
- Enhanced engagement ratings on the Associate Engagement Survey, raising the score from 80 (2017) to 86 (2018). Highest in Hotel History within FOH F&B.
- Executed flawless weddings and conferences when needed by the Banquet Department, leading to increased ESS.
- Deployed Innspector App for supervisors and assistant managers to audit Brand Standards
- Enhanced operational efficiency through adoption of advanced reservation systems such as Open Table
Operations Supervisor
Residence Inn Orlando at SeaWorld
11.2016 - 03.2018
VIP Hospitality Coordinator
Orlando World Center Marriott
05.2016 - 11.2016
Front Office Supervisor
Renaissance Orlando Airport Hotel
01.2015 - 05.2016
Front Desk Agent
Renaissance Orlando Airport Hotel
05.2014 - 01.2015
Education
Certificate of Completion - Hospitality Management & Tourism
Florida Atlantic University
06.2020
Associates Degree - Hospitality Management
Valencia Community College
12.2018
Skills
- Strategic planning
- Recruitment and hiring
- Creative direction
- Staff management
- Team operations
- Staff development
Timeline
Assistant Director of Services
Gaylord Palms Resort & Convention Center
12.2023 - Current
Assistant Front Office Manager
Gaylord Palms Resort & Convention Center
11.2021 - 12.2023
Call Center Manager
Gaylord Palms Resort & Convention Center
04.2021 - 11.2021
Front Desk Manager
Renaissance Orlando Airport Hotel
08.2019 - 04.2021
Food and Beverage Operations Manager
Newark Liberty International Airport Marriott
03.2018 - 08.2019
Operations Supervisor
Residence Inn Orlando at SeaWorld
11.2016 - 03.2018
VIP Hospitality Coordinator
Orlando World Center Marriott
05.2016 - 11.2016
Front Office Supervisor
Renaissance Orlando Airport Hotel
01.2015 - 05.2016
Front Desk Agent
Renaissance Orlando Airport Hotel
05.2014 - 01.2015
Certificate of Completion - Hospitality Management & Tourism
Florida Atlantic University
Associates Degree - Hospitality Management
Valencia Community College
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