ALUMNA SPOTLIGHT: Devon Voster

Devon Voster

Director, Talent & Engagement 

Ingredion Incorporated

How did you find yourself in Human Resources?Devon describes that she was drawn to mathematics and psychology throughout her education. She wanted to move into a career that would allow her to combine these two interests. Devon did not see herself in a clinical setting rather a workplace setting where she could apply her analytical skills. In the Organizational Development department of human resources, Devon is able to problem solve using a combination of art and science to help leaders be more effective and improve business performance.

What inspired the transition from assessment consulting to working internally in OD?Through consulting, Devon learned a lot about various aspects of business and how different businesses operate. However, as a consultant, she specialized in a relatively narrow area within talent management – that is, executive assessment and coaching and wanted to broaden her experience to other areas of talent and OD.  By taking an internal position with McDonald’s, Devon was able to see the reality of how decisions are made within an organization as well as the long-term impact of those decisions.

Having started as a research associate at ACNielsen Bases, how has the business environment changed for women over the last few years?Within human resources, we find that the profession is predominately female. One trend that Devon noticed is a movement to attract more men to the field. This may no longer be a challenge as we find human resources is becoming more analytical and connected to the business strategy with work such as strategic workforce planning, which likely helps draw men to the field.

What is the biggest obstacle women face in the workplace today and how can they overcome it?As we know from research, women often underestimate their abilities compared to their male counterparts.  At times, this could prevent a woman from considering a larger role because she may feel that she is not qualified when, in fact, she may be equally or more qualified than others. . In Devon’s opinion, this is a challenge that policy changes alone will not solve.  There is a broader culture shift that must take place, which will take time. This cultural change cannot take place without the support of men in the workforce as well as women. Men need to be a part of the conversation and, along with women, take action to encourage and support women who aspire to take on leadership roles.   

What is the best advice for someone looking to make a change/transition in today's job market?To pursue a role in human resources, Devon recommends staying open minded in the beginning. She suggests starting in a generalist position. As a generalist, you gain exposure to all aspects of human resources and learn to partner with the business. Once you have had exposure to all aspects of HR, it is easier to choose which one you would like to specialize in should that be the route you would like to take. By specializing, you are able to build on the skills already developed from your time in the generalist role.

In terms of deciding which organization to join, Devon recommends carefully evaluating the way that HR is positioned within the company. For example, how involved is the executive team in people-related decisions and how is HR perceived? What is the relationship between the CEO and the CHRO?  Assessing these factors will help you determine the degree to which HR is viewed as a true strategic business partner versus an administrative support function.

Empathy, Professionalism and Leadership in Hospitality

By Morgan Bailey, Vice President GWB

So you’ve decided to work in the hospitality industry. You’ve watched Grand Budapest Hotel and have decided it looks like so much fun! A job in the hospitality industry is unlike any other in that you have the opportunity to be part of someone’s memory.

Hotels are not just selling comfortable beds and expensive terry; they’re selling interactions with their employees. A guest’s experience is typically over 24 hours so you have the opportunity to make or break their stay in multiple instances.  An experience is intangible so it is imperative that a business hires right from the very beginning.

Of course prior experience is important, but specifically in Hospitality, there are a few qualities that all hotel recruiters deem as vital, which a candidate must possess to be a successful member in the hospitality industry. These three -- empathy, professionalism, and leadership -- are further explained below.

EMPATHY

As a hotel employee, it is your duty to blend with the image that the hotel is trying to sell. You need to walk a mile in a guest’s shoes to really understand what they are going through. In most cases, just requires active listening. It’s the small things that guests remember and it’s the small things that make them want to return.

PROFESSIONALISM

Be a pro at what you do – if you are in housekeeping, make sure your rooms are the best.  Understand the “why.” Spell check your emails, use complete sentences, come to work looking complete.  Again, simple things, but employees and guests will take you seriously when you are professional.  Always have a “poker face,” or receive feedback and take time to process it before reacting. 

LEADERSHIP

Making a truly memorable experience often requires an employee to go outside of the boundaries of their job. A great employee will always go the extra mile to meet or exceed the needs of guests, which in some cases might go as far as overstepping corporate or Hotel policy. Ask yourself, is this appropriate? For example, if a guest needs to check-in for his/her flight and the business-center computer is down, the front desk may decide to break policy and allow the guest into the back office to use that computer. Leadership does not always have to be a huge undertaking--it could be as simple as picking up trash or cigarette butts off of the ground. It may not be that employee’s job, but it contributes to the guest experience. Acts of leadership can take many forms, but are always appreciated.

In the end, it is simple to see and understand how these three traits overlap and form vital components of a hotel employee's personality. It is easy to understand why recruiters place such value leadership, empathy, and professionalism.