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At our recent leadership conference, we awarded the Sales Leader of the Year Award to Taylor Liles, director of sales at Hotel Indigo in Tuscaloosa, Alabama. In this interview, Taylor describes her career progression, some great lessons learned from past jobs, and the most impactful book she has ever read.
Question: What was your first job in hospitality?
Taylor Liles: My first job was as a cater waiter for the Alabama football team on game days.
Question: If you weren't working in the hotel business, what would you do?
Taylor Liles: Although I got my degree in public relations, I didn’t enjoy it. I would probably work for a nonprofit, likely United Way, because I have friends there who really enjoy it, especially in event planning and fundraising campaigns.
Question: You have a free plane ticket and a complimentary hotel stay anywhere in the world. Where are you headed?
Taylor Liles: I would go to Florence, Italy. It’s my favorite place in the world with amazing food, sights, and a wonderful marketplace. I studied abroad there and nothing compares to the experience of living in Florence.
Question: What career advice do you have for line staff looking to move up in hospitality?
Taylor Liles: Just show up. Being reliable and present makes a significant difference. Many people underestimate how crucial they are to the operation, not realizing the impact their absence has on the team and the overall service.
Question: What is a book that changed your life?
Taylor Liles: Untamed by Glennon Doyle. It made me reconsider many of my beliefs and helped me understand the intentions of my parents better. It taught me to have more compassion and to let go of resentments that were holding me back.
Question: What’s your take on the relationship between hospitality education and actual job experience in the industry?
Taylor Liles: Hospitality education is important, but nothing builds empathy like actual job experience. You can’t teach empathy in a classroom. It's something you develop through real-world interactions, especially in roles that put you directly in service to others. For example, working as a server gave me a deep understanding and appreciation for what service staff endure, which has been invaluable in my career.
Question: Do you think someone with a hospitality degree is at an advantage in the industry?
Taylor Liles: It depends on the individual's expectations and their starting point in the industry. A degree might provide theoretical knowledge, but practical, hands-on experience is crucial. Starting at an entry-level position and working up is essential, regardless of one’s educational background.
Question: Can you share a job experience that had a significant impact on you, either positively or negatively?
Taylor Liles: I spent two summers and one winter working at a fireworks stand. My boss, who I didn't know very well, had hired me for just those few weeks. One scorching day, after he had dropped us off at a new location and ostensibly left, he secretly observed us from the parking lot. I recall walking slowly to my car to retrieve my drink and dreading the long day ahead under the blistering sun. When I reported back to his office, he made me consider the situation from his perspective, highlighting the lack of enthusiasm I had shown. He pointed out that my actions didn't reflect someone eager to work, and from then on, he expected me to use my breaks efficiently. It was a seemingly trivial yet impactful lesson on demonstrating commitment and maximizing the time I was paid for.
In another instance, during my early days as a sales coordinator, a client came in with huge photos of her son for event decorations. I found the decorations excessive and made a face to silently convey my disbelief to the hotel event planner. My colleague confronted me later, reprimanding me not for my opinion, but for thinking I was above fulfilling a client’s request. She emphasized that our role was to provide exactly what the client wanted, ensuring a seamless experience without judgment. This lesson was harsh but clear: our job is to serve our clients’ needs, no matter what.
These experiences taught me invaluable lessons about professionalism and customer service, which have greatly influenced my career. They remind me that in any service-oriented role, whether you're a banquet staff member, a server, or a chef, the key is to always prioritize the client's satisfaction and requests.
Question: What’s the craziest thing that has happened to you while working in a hotel?
Taylor Liles: When I was at my first hotel sales job, I took care of the cheerleaders, and that was one of my biggest jobs of the whole year. One day during their stay, a housekeeper came down and said, "Taylor, before I start cleaning, I need you to see this."
She took me upstairs. The cheerleaders in this one particular room had taken a jar of peanut butter and they had spread it all over the room -- on the glass shower doors, the mirror, the sink, the bedspread. There were handprints everywhere. For the most part, they weren't that big of a hassle, and they weren't badly behaved, but this was just beyond. I called their coach to let her know we were going to have to charge a pretty hefty cleaning fee.
The cheerleading coach said, "Leave it with me." She immediately took care of everything, which was wonderful. But I just remember thinking, why, of all the things to do in a hotel room, why peanut butter?
Question: What is a personal mistake you're glad to have made?
Taylor Liles: Starting my career in public relations was not fulfilling, leading me to switch to hospitality. This transition, although initially seen as a setback, allowed me to utilize my skills more effectively and advance in an industry better suited to my strengths. It taught me the importance of finding a career path that aligns with one's passion and capabilities.
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