Running: ORAL INTERVIEW AND SUMMARY 1
My dream job is working in the Hilton Concord hotel as a front deskagent. Hilton Concord is a modern hotel located in San Francisco’sEast Bay area. It offers a variety of local as well as regionallyinspired cuisines.
I interviewed Kate Anderson she works as the head of the humanresource department and has been working in the hotel for four yearsnow. Kate Anderson washed utensils and occasionally helped chefs withfood preparation in several local restaurants in Dallas when she wasa teenager. After high school, she opted to pursue a degree in humanresource management at the George Washington University. Upongraduating, she joined Thomas Cook Travel Company as a managementtrainee where she was later absorbed in the organization and giventhe mandate of handling workers’ recruitment and development. It isduring her stay at Thomas Cook Travel Company that her passion forthe tourism industry was rekindled. After being with the company forfive years, Mrs. Anderson joined Hilton Concord as the head of thehuman resource department a position she has held for the last fouryears.
One thing that she would have done differently in her career is thatshe would not have allowed her passion for the hospitality industryto dwindle. Now that she has fallen in love with everything thatpertains to the human service industry, she regrets not making herentrance earlier than she did. According to her, she would haveutilized her networks during her early 20s to develop a niche forherself. In an industry where networking is paramount, she thinksthat she would have been at a whole different level in terms of hercareer had she changed her part-time job into a career during herteenage years.
According to Mrs. Anderson, one of the things that she looks for in anew talent is passion. Mrs. Anderson informed me that the tourismindustry depends on a good experience for its survival. For customersto keep frequenting a hotel establishment, they need to be served bya passionate employee who always goes beyond his/her jobspecification to ensure that the guests have a memorable experience.Besides, Mrs. Anderson informed me that a passionate employee ensuresthat he/she acquires robust information on a variety of topics tokeep the guests busy while he/she serves them. Sometimes clients needsomeone to talk to after a long journey while they are booked intothe restaurants. According to Mrs. Anderson, the second thing shelooks for when hiring a new talent is effective communication.Communication is part and parcel of the human service industry, andtourism is no different. Effective communicators possess both verbaland non-verbal communication skills. As such, they are aware of themessages their gestures and other non-verbal cues convey to thoseround them. Thirdly, new talents in the hospitality industry need tohave problem-solving skills. Clients will always face hurdles, andthey appreciate a quick solution.
Mrs. Anderson’s advice to a student making his/her entrance intothe hospitality industry is that he/she should establish a niche forhimself/herself. Though the industry is robust and growing at a rapidspeed, it only absorbs the best. As such, the industry has no roomfor ill-prepared individuals in terms of rudeness, dishonesty, andlack of etiquette. One can also establish a niche for himself/herselfin the industry by ensuring that he/ she has many testimonials.Particularly, students entering the hospitality industry should seizeevery opportunity that involves exposing one’s talents. An exampleof such opportunities is participating in the various culinarycompetitions.