LAWRENCE TAYLOR
Los Angeles
Summary
Management professional with track record of effective team leadership and operational oversight. Consistently achieves goals through collaborative efforts and adaptability to changing demands. Skilled in conflict resolution, process improvement, and fostering positive work environment.
Overview
13
13
years of professional experience
Work History
Intercontinental Hotels
IHG Hotels & Resorts
10.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Supported the Office Manager with various tasks such as preparing reports or presentations for executive-level meetings.
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Streamlined office procedures by implementing efficient filing systems and managing schedules.
- Handled sensitive information with discretion by adhering to confidentiality protocols at all times.
Guest Service Representative
Pacifica Hotels
09.2022 - 05.2024
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Handled customer complaints to satisfy and retain guests.
- Scheduled and confirmed restaurant reservations for guests.
- Preassign rooms for guest days before arrival.
- Upgrade Hilton Honors Gold & Diamond Member.
- Processing of VCC for prepaid reservations.
Shift Lead Manager
McDonald's
08.2012 - 06.2022
- Exercised composure under pressure and in escalated customer service scenarios.
- Managed inventory effectively, reducing wastage and optimizing stock levels for peak demand periods.
- Resolved customer complaints promptly, maintaining a high level of customer satisfaction and brand reputation.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Coached crew members to optimize performance and motivate toward more efficient work.
- Oversaw daily operations, ensuring compliance with company policies, safety regulations, and industry best practices.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Led by example, demonstrating a strong work ethic and commitment to excellence that motivated team members to strive for their best performance.
- Established strong relationships with vendors, negotiating favorable contracts that benefited both parties financially while ensuring timely deliveries of required supplies.
Guest Service Agent
Courtyard By Marriott
11.2015 - 12.2018
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Education
No Degree - Computer Systems Technician
UEI College
Huntington Park, CA05-2015
Skills
- Friendly, positive attitude
- Problem-solving
- Attention to detail
- Time management
- Dependable and responsible
- Excellent communication
- Critical thinking
- Active listening
- Organization and time management
- Decision-making
Timeline
Intercontinental Hotels
IHG Hotels & Resorts
10.2023 - Current
Guest Service Representative
Pacifica Hotels
09.2022 - 05.2024
Guest Service Agent
Courtyard By Marriott
11.2015 - 12.2018
Shift Lead Manager
McDonald's
08.2012 - 06.2022
No Degree - Computer Systems Technician
UEI College
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