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.

EVENT RECAP: Women Insiders: Hospitality

On Thursday, January 28, an eager group of Kellstadt women (and men) welcomed four stellar industry leaders to share their tips, insights and recommendations for breaking into the industry.

GWB Board Members with Hospitality Panelists:
Vicki Poplin, Director of Sales & Marketing, Chicago Athletic Association
Taylor Crowley, Director of Sales & Marketing, Boka Restaurant Group
Ricci McDonald, Meeting Planner, W.J. Weiser
Marisa Sweeney, Human Resources Manager, Fairmont Chicago Millennium Park 

The kick-off event to our Winter Panel Series: Women Insiders was focused on the hospitality industry. {click here for a full list of upcoming panel events} 

Attendees were exposed to the hospitality industry through a diverse group of speakers, from experience leaders in hotels, restaurants and corporate with roles in Sales, Marketing, Meeting Planning and HR. With a whole range of perspectives, there was a pearl of wisdom for everyone, regardless of background. Here what these empowering ladies had to say about the industry, being a woman in the working world, and how to get ahead. 

What challenges to do you face day to day and how do you overcome those challenges? 

Taylor Crowley, Director of Sales & Marketing, Boka Restaurant Group: The hospitality industry is fast-paced. You will never be bored. With that comes a wide range of temperaments in guests and co-workers. My advice is to be nice. You can never underestimate how far that can take you. 

Ricci McDonald, Meeting Planner, W.J. Weiser, There's no down time in Meeting Planning. What's more, we are a "grind generation." We just go and go and go. It's important to remember work-life balance, and also to make sure, as managers, that you model healthy work-life balance so others can follow your lead.



What characteristics are you looking for when you hire new talent? 

Marisa Sweeney, Human Resources Manager, Fairmont Chicago Millennium Park: I so agree that hospitality and, specifically, working in a hotel, is a non-stop experience. You're always moving. either literally moving your feet or moving tasks or positions. It's important to have flexibility and be willing to take one whatever is asked of you. That may mean moving to another country, like I did, or it may mean just being willing to meet guests' changing requests. Flexibility is so important. Also, because you are working with the public it's important to be sure to be pleasant and have personality.

Taylor: This is hard, but it's important to know your role. Many hospitality companies hire from within. I was an assistant for five years, and that is fairly common. There's so much to master, so it takes time. But you can get there. Being a go-getter will help. Be flexible and willing to hustle. Be a firefighter in tough situations, meaning be the one that is actually moving in touchy situations, be the calm rescuer.

Ricci: But know yourself. Know what you've worked for. If you're ready to move on and there's no room at your current company, it's okay to be confident in yourself and look elsewhere for your next opportunity.

Vicki Poplin, Director of Sales & Marketing, Chicago Athletic Club: For a sales position, I'm looking for passion. If it's operations, I need someone that is flexible and detail oriented. Most of all, be pleasant. At the Athletic Club, we have a saying, "Make someone's day everyday." We use this internally, it's part of our culture. So when thinking about someone to hire, I may ask you, "When was the last time someone made your day? When was the last time you made someone's day?"


Do you think there are specific challenges that come with being a female in the industry? And if so, how do you overcome those challenges? 

Vicki: The industry is really changing. Twenty years ago I could be in a room full of Sales Directors and I would be the only female. Now, that's not the case, and that's nice. I guess one of the things I hear females in business called, and it's perpetrated as the path to success, is that they are "b*tches." You do not  have to act like that to prove yourself. You can just decide to be really good at your job.

Ricci: This is a female-dominated industry, and because of that females are sometimes worse to other women that men are to women. We should be building each other up. Share your knowledge with other women to help them get to where you are, as well.

Marisa: I've found not necessary gender-ism, but rather I have run up against significant age-ism. People who have been in the HR industry for 20 years and here I am, less than 10 years out of school, and they think I couldn't have any worthwhile ideas. So, be confident in your achievements regardless of age or gender.

What do you love about your job? 

Vicki: Every day is different. You're truly never, never bored. There's always a new challenge or a new project. And you're working with really outstanding people.

Marisa: In HR, you deal with some hard issues, but also you have the opportunity to do so much good. When I help someone by doing something I wouldn't think is a big deal -- faxing a disability form or answering an insurance questions -- but it's such a big deal to them. That makes you feel good.

Ricci: I'm going to be really honest, meeting planning comes with a lot of perks! There's great travel, and when you get there, the hotels and convention centers and restaurants all want to impress you so you bring your clients there, so that's a lot of fun. And I love that this is an job field where you can see the fruits of your labor. You can start a project at conception and see it all the way through to completion on the very last day of the event. That's very satisfying. And it's never boring.

Taylor: You get to give someone an experience. Every day its an opportunity to meet amazing people and help shape the way their day, or their meal, will go... the free food is nice, too.

Aluma Spotlight January 2016: Sarah (Lund) Clapper

Sarah (Lund) ClapperDePaul's School of Public Service, MS 2014

Operations Manager
Rainbows for All Children

This month we spotlight an alumna from DePaul's School of Public Service, a specialized Masters program for those preparing for a career of service.

How has your DePaul MS degree helped your career? 

When I was applying to the School of Public Service at DePaul, all I knew was that I wanted to help people. I wanted to make a difference somehow. By obtaining a Master of Science in Public Service Management, I was able to learn about all of the many ways I could make a difference in the non-profit and public sectors—from launching an effective grass roots campaign to non-profit financial management. Since obtaining my degree, I quickly learned that working at a small non-profit organization requires you to wear many hats. My education from DePaul’s School of Public Service has allowed me to do just that.

Is there anything specific about your current company/role that you would like to share with the DePaul Graduate community? 
Rainbows for All Children (Rainbows) is dedicated to being the premier source of support for all youth as they navigate grief and heal from loss, whether from death, divorce, deployment, or other trauma. Rainbows fosters awareness that youth require support to heal. We nurture a community of effective Rainbows-trained Facilitators, supported with a repository of resources designed to guide youth in their grieving process.

What is the one thing you wish you would have taken advantage of, but didn’t, or just wish you had done differently while enrolled at DePaul? 
DePaul frequently hosts great panel discussion, workshops and seminars. I wish I would have attended more of them. 

{Note from GWB: Although we in no way solicited this answer, we totally agree! Check out our Women Insiders winter panel series for great networking and industry insights!}

What has been the most difficult business lesson you have learned since graduating? 
Learning to let some projects go. You might be at a small

In your opinion, what is the biggest obstacle women face in the workplace today and how can they overcome it? 
Equal pay and opportunity. Women earn less than men do for doing the same job. But when you compare the number of women to the number of men in executive positions, holding board seats, in management positions in the tech industry—it’s staggering; it’s sad.

I don’t think it’s the responsibility of women to overcome inequality in the workplace. It’s everyone’s responsibility. Changing the culture of the workplace requires a collective effort, including from individuals at the top level. Things like re-evaluating your organization’s hiring process to identify and eliminate bias, and expanding your organization’s network and expanding where you recruit from are small steps to creating a more diverse culture. 

non-profit, but the organization has big aspirations for growth. You have your priorities set and detailed calendars, but there will always be something that has to be set aside temporarily because it doesn’t “fit the screen.” You have to remind yourself that “this isn’t a bad thing.” It allows you as an individual, and your organization, to really focus on the projects that fit within your strategic plan, and come back to those other projects later.

Alumna Spotlight December 2015: Heather Kos

Heather KosKellstadt Graduate School of Business, MBA 1979

Vice President of Investor Relations 
and Corporate Communications at
Ingredion Inc. 

Heather Kos is a Kellstadt Graduate who currently holds the position of Vice President of Investor Relations and Corporate Communications at Ingredion Inc., a Fortune 500 Ingredion solutions company. She began her career at Price Waterhouse Coopers as a tax consultant, eventually transitioning to BMC and then to Navistar Int. where her career progressed from management to executive-level. With rich experiences in both the public and private sectors, Heather shares the following personal experiences and insights on women in business.


What inspired the transition into Investor Relations from a background in accounting and finance? 
Heather was selected to join the Investor Relations team at Navistar Int. when the CEO recognized her ability to conquer challenges and have the right amount of energy to work with the investors and other leadership. Personally, Heather accepted the position as she saw how Investor Relations had multiple disciplines, which she was sure she could master. With a strong background in accounting, finance and marketing, acquired through her MBA from Kellstadt, she is well versed in financial metrics and accounting jargon necessary to market the company’s brand to potential investors.


Having started as a tax consultant at PWC, how has the business environment changed for women over the last few years? Heather has seen progress in the right direction with an increase in women in the accounting field, such that, women now outnumber men in this field. Even though the pipeline has increased, she has unfortunately not seen the same increase in diversity in upper management. However, she noticed more and more companies now have pro-inclusion agendas, public and private alike, that facilitate the development of women from all levels and sectors of a company. More specifically, in the Investor Relations field, though there are women, you find that they are either younger women or women who have grown children. With a travel intensive career, it is difficult for women to carry traditional roles without a supportive partner or network when there are younger children at home. No matter what stage in your life, it is important for women to prioritize according to personal values.

What is the biggest obstacle women face in the workplace today and how can they overcome it? 

Women vary in their relational styles; however, research shows most are very collaborative and personable. This type of interaction fosters inclusion, but may place women in a situation where they avoid being outspoken and avoid conflict. Contrastingly, Heather believes that it is crucial to be self-confident and proactive in order to have a spirited dialogue aiming to provide new ideas and solutions, especially amongst peers. With a self-confident outlook, a woman can also gain more power in the discussion, steering it in the direction she feels best to solve the problem at hand. It is also important to help other women who are coming up behind you via informal and formal mentoring.


What is the best advice for someone looking to make a change/transition in today's job market? 
The very first thing is to update your LinkedIn profile. A well-written, robust summary that outlines all the advantages an individual can bring to potential employers can open the door to many valuable connections. It’s important that those contacts are used to build a professional network aiming to develop skills sought after in the workforce. Aside from social media, volunteer activities and joining auxiliary non-profit boards are great environments to foster professional connections while growing one’s leadership skills. With a MBA, you can become even further well rounded, opening your eyes to connections and trends in both your social and professional milieu.