Ever wondered what it takes to keep the world’s most luxurious resorts running smoothly? The answer is a lot of hard work, dedication and very special people. Because they work where everyone wants to vacation, these individuals are charged with a unique yet challenging mission: to make vacation dreams come true.
Six Rosen College graduates working at the Four Seasons Resort Orlando and The Breakers, two world-renowned luxury brands, offer an inside perspective on how the hospitality industry’s finest resorts create unforgettable and unparalleled guest experiences every day.
Four Seasons Resort Orlando:
Valeria Rivera-Florez, ’14, golf retail supervisor
Meagan Strout, ’12, sales administrative assistant
Sarah Staub, ‘09, assistant director of spa
Kristina Rosar, ’08, Ravello restaurant and lounge assistant manager
Kathryn Shook, ’09, reservations manager
Hetul Patel, ’10, guest services manager
What attracted you to joining Four Seasons Resort Orlando/The Breakers and becoming part of their team?
Rivera-Florez: What really attracted me the most was the fact that I get to be a part of history in Orlando with the first Four Seasons in the area. In the future, I want to be able to open hotels and be a part of new teams and experiences and this job has given me that opportunity.
Strout: I always wanted to be a part of Four Seasons and an opening team, and it was a bonus that this hotel was in Orlando – an area that was not only familiar to me, but also in the hospitality mecca. Orlando is such an amazing city because you are surrounded by the most amazing talent and have the opportunity to experience guests from all around the world. I knew it was a once in a lifetime opportunity!
Staub: I wanted to be a part of the best hotel and team in Orlando, and I wanted to learn from the best!
Rosar: Whether things are positive or negative, an organization finds its destiny with the attitude and drive of its leadership. In this case, the passion and love for the industry from the leadership, along with their positive attitudes keep associates happy and motivated!
Shook: From the age of 16, I recognized what The Breakers had was truly special. The team’s passion for what they do and the family culture they’ve created exudes from each employee.
Patel: Our General Manager Tricia Taylor came to speak at Rosen College in the fall of 2010. During her presentation, she really stressed the family culture at The Breakers. Company culture was always the most important thing for me when I was looking for a job. It was The Breakers’ culture, history and brand reputation that influenced my decision to choose the team.
How do you think the luxury travel segment is different from others from the perspective of a hospitality professional? Does it require different skills or strengths?
Rivera-Florez: Guests in this segment of travel really expect a level of service that has to be perfectly executed and that is definitely a skill by itself. Employees have to be extremely knowledgeable about their job and property.
Patel: The luxury segment is all about creating lasting memories for our guests through personalized, proactive service and focusing on the small details. The segment is always leading the way, introducing new and innovative ideas to serve guests. In order to succeed, you need a team that is familiar with all industry segments and can demonstrate high attention to detail, exhibit creativity and adapt to constant change.
Strout: Any hotel can make a bed properly or have clean dishes, a nice pool and more, but what sets apart the luxury segment from the rest of the industry are the driven, passionate, empathetic individuals that make up the team and work tirelessly every day to create unforgettable experiences for our guests. Our guests not only expect to have a clean room, a delicious meal and a flawless experience from check-in to check-out, but also expect to feel an emotional connection with the hotel, which comes from experiencing warm, genuine and anticipatory service from our employees.
Rosar: I believe that those who work for luxury hotels have a “sense of pride” to ensure their guests stay is the best one they’ve ever had. The passion and compassion these associates have for making someone’s day better is incomparable. To get up and go to work every day, knowing you can and will make a difference in someone’s life by allowing them to fully relax is worth the hours that we put in.
What’s your favorite thing you’ve been able to do in your job?
Strout: I was lucky enough to be one of the first employees on property, back when the hotel was still under construction and I had to wear a hard hat and construction boots to work every day. The best part of being one of the first team members is that there really aren’t procedures in place. I had the opportunity to create policies and procedures, train new employees, design collateral and play a big part in how the Sales Team operates every day.
Shook: Being a member of our Community Relations team has been something that has been especially meaningful to me. We have been encouraging our 2,000 team members to volunteer in our community and give back in many ways. Last fiscal year, we recorded 13,058 hours!
Rivera-Florez: Taking charge and ownership of the new golf store and retail business in the hotel. It has definitely shown me the business [aspect] of retail [as it relates] to the guest experience. We work closely with buyers and make sure that all the product that we have is the right product to deliver the best service that we can.
What are the key lessons you’ve learned so far from working in the luxury travel segment?
Shook: I’ve learned that every detail in making a guest’s experience special goes a long way, from a simple “Happy Birthday,” to arranging an extravagant excursion.
Strout: It’s sometimes better ask a guest if you can take the time to investigate an issue and get all of the answers for them so you can come up with the best solution than to hastily give them an answer or compensation that doesn’t solve the problem. The key is to fully understand the problem so you can do everything possible to make sure it doesn’t happen in the future!
Rivera-Florez: Smile. It is the most important lesson and advice you can learn and give. You can’t teach anyone to smile, but if they do it naturally, it’s the most rewarding thing you can give as part of the guest experience.
Rosar: Always have multiple alternatives for the guest if you cannot complete their initial request. When people have choices, they feel as if they are in control.
How did your experience at Rosen College prepare you for working in the luxury travel segment and your current role?
Rivera-Florez: The best lesson that Rosen College gave us is that most of our professors are still working in the industry and keeping up with all the changes that hospitality is going through. It is a [constantly] changing industry and employees, as well as the company, need to keep everything updated as the market evolves. Professors really speak from real experience and not a book lesson.
Shook: Rosen College prepared me for my career at The Breakers by giving me the opportunity to have hands-on, real-life experiences. The tools that I learned in each of my classes have carried through into every aspect of my job. I am better educated in several revenue management practices and am able to pick up new responsibilities quickly as a result of my time at Rosen College.
Staub: My experience at Rosen prepared me for my role because of the opportunities that were available. From the career fairs to internships and planning real events…Rosen really put things into perspective.
What was your favorite part about attending Rosen College?
Patel: My favorite part about attending Rosen College was the ability to speak with professors for advice and guidance. Smaller class sizes and a separate campus made professors accessible and easy to meet with.
Rivera-Florez: Being able to have such a big family in the industry. When you start working in hospitality, you notice how many people you know in all the hotels around the area and around the world. In the future, you are going to be able to network easier and be a part of a new generation of the hospitality industry.
What advice would you give to current and potential Rosen College students interesting in entering the luxury travel segment?
Rosar: I would ensure they understand that hospitality is not only a career, but a lifestyle. It is fun, exciting and ever-changing. There are many opportunities that will allow you to travel around the world, grow within organizations very quickly and meet incredible people that could potentially turn into lifelong friends. I would also encourage all students to delve deep into the things they find interesting while they have time before they enter their career role, i.e. if you are interested in working in restaurants, work on enhancing your knowledge of wine and food.
Staub: I would advise them to intern at a luxury property or to look into a Management Training program. Don’t burn bridges! The person sitting next to you could help you get the job or be your future employer.
Patel: Gain as much experience as possible prior to graduation. The luxury segment requires you to have knowledge of all areas of hospitality and having experience in a variety of positions will give you the competitive advantage.
Shook: My advice would be to not be afraid to work your way up through the business and to step outside of your comfort zone. By limiting yourself to only accepting management roles right out of college, there are key components to your growth and development that are missed. You never know what is going to end up being your niche until you open yourself up to all opportunities.
Strout: A colleague of mine sent out this great quote that I think sums it up: Your smile is your logo. Your personality is your business card. How you leave others feeling after having an experience with you becomes your trademark.
For more information about hospitality education at Rosen College, please visit hospitality.ucf.edu.