Tag Archives: hotel management

Development, Leadership, Strategy

Unleash Your Competitive Edge: The Strategy Secrets You Need to Know

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In the ever-evolving landscape of business, the term “strategy” is often thrown around, but its true essence is not always fully grasped. Michael E. Porter, a thought leader in the realm of business strategy, provides a masterclass in strategic thinking with his groundbreaking article, “What is Strategy?” published in the Harvard Business Review. This article offers timeless insights that can transform your approach to business from ordinary to extraordinary.

Beyond the Buzzword: What is Strategy Really?

At its core, Porter argues that strategy is about making deliberate choices—decisions that set your business apart from the competition. It’s not just about being better at what you do; it’s about being different in what you do. This distinction is crucial because while operational efficiency is necessary, it doesn’t lead to long-term success. Strategy is about finding a unique position in the market and sticking to it.

The Secret Sauce of Strategy

  1. Strategic Positioning:

  • Imagine you’re at a crowded party. Everyone is trying to be noticed, but the one who stands out is doing something different—maybe telling the best stories or dancing to a different beat. In business, strategic positioning is about finding that unique space where you can shine. It’s about offering something that others can’t easily replicate, whether it’s a unique product, a niche service, or an innovative approach. Think of companies like IKEA, which carved out a unique position by offering stylish, affordable furniture that customers assemble themselves—a strategy that disrupted the furniture industry.

  1. Making Trade-offs:

  • Success isn’t about doing everything; it’s about doing the right things. Porter emphasizes that trade-offs are essential to strategy. This means deliberately choosing what not to do. For example, Southwest Airlines decided early on that it would not offer first-class seating, meals, or seat assignments. These trade-offs allowed them to focus on low-cost, reliable service, making them a leader in the budget airline industry.

  1. Creating Fit:

  • Here’s where strategy gets really interesting. Porter talks about “fit” as the glue that holds your strategy together. It’s about making sure that all your company’s activities complement and reinforce each other. When a company’s actions are aligned, it’s like watching a well-choreographed dance where every move is perfectly timed. For instance, Zara’s strategy revolves around fast fashion—its design, manufacturing, and distribution processes are all tightly integrated to ensure that it can move trends from runway to retail in record time.

  1. Building Sustainability:

  • Strategy is not a one-time effort; it’s a long-term commitment. Sustainable competitive advantage is achieved when a company stays true to its strategic position, even as it adapts to change. It’s about resisting the temptation to imitate competitors and instead doubling down on what makes you unique. Apple, for instance, has maintained its focus on premium design and ecosystem integration, which continues to set it apart from competitors.

Why Should You Care?

In a world where trends change at the speed of light and competition is fierce, understanding strategy is your ticket to staying relevant and successful. Porter’s insights are more than just academic theories—they’re practical tools that can help any business, large or small, navigate the complexities of today’s market.

So, the next time you hear the word “strategy,” remember that it’s not just about being good at what you do; it’s about being different in what you do. It’s about making choices, creating alignment, and building a position that’s uniquely yours.

Credits: This blog post is inspired by Michael E. Porter’s article “What is Strategy?” published by the Harvard Business Review. For a deeper dive into Porter’s strategic wisdom, you can read the full article here.

Guest Relations, Guest Services, Leadership, Sales

The Power of Persistence in Hospitality Sales: Insights from Industry Leaders

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In the competitive hospitality industry, effective sales follow-up strategies are crucial for converting inquiries into bookings and building long-term customer relationships. Research underscores the importance of persistence, with 80% of sales requiring at least five follow-up attempts, while nearly half of salespeople give up after just one. This gap presents a significant opportunity for those willing to go the extra mile.

Key Insights and Case Studies

  1. Optimal Follow-Up Timing and Techniques
    • Cornell Center for Hospitality Research highlights that the most effective times for follow-ups are mid-week, particularly on Wednesdays and Thursdays, between 4-5 PM. This timing capitalizes on potential customers’ availability and willingness to engage, significantly increasing the likelihood of successful contact and conversion.
  2. Case Study: Hilton and Marriott’s Strategies
    • Both Hilton and Marriott have demonstrated the effectiveness of structured follow-up processes. These companies utilize personalized communication and detailed customer data to tailor their follow-ups, enhancing engagement and boosting conversion rates. For instance, Marriott’s approach includes a blend of emails, calls, and even personalized messages on digital platforms, ensuring they stay top-of-mind for potential clients​ (eCornell – Online Education Programs)​​ (eCornell – Online Education Programs)​.
  3. Utilizing Technology and Personalization
    • According to eCornell’s Hospitality Management programs, integrating advanced CRM systems and leveraging data analytics are critical for tracking and managing customer interactions. This technology allows for highly personalized communication, adapting follow-ups based on customer preferences and previous interactions. For example, using CRM data, a hotel can tailor its messaging to highlight services or amenities that align with the customer’s past preferences​ (eCornell – Online Education Programs)​.
  4. Motivational Factors and Sales Success
    • Studies indicate that providing clear incentives and a supportive environment for sales teams enhances persistence in follow-ups. Incentives such as bonuses for meeting follow-up milestones or converting leads into bookings can motivate salespeople to maintain consistent communication efforts, even with challenging prospects​ (eCornell – Online Education Programs)​.

Best Practices for Compelling Follow-Ups

  1. Personalize Every Interaction: Tailoring your messages to the specific needs and past interactions of each prospect can significantly increase engagement. This level of personalization demonstrates attentiveness and builds rapport.
  2. Utilize Multiple Channels: Combining emails, phone calls, social media, and even SMS can ensure that your message reaches prospects through their preferred communication channels. This multi-channel approach also reinforces your presence and commitment.
  3. Provide Value in Every Contact: Ensure that each follow-up offers something new—be it additional information, a solution to a previous query, or an update on special offers. This keeps the prospect engaged and helps them see the value in continuing the conversation.
  4. Track and Optimize: Using CRM tools to monitor and analyze the effectiveness of different follow-up strategies allows for continuous improvement. This data-driven approach helps identify what works best and refine strategies for better results.

Conclusion

Persistence, personalization, and strategic timing are key to successful follow-ups in the hospitality industry. By leveraging these strategies, sales professionals can significantly enhance their success rates, turning more inquiries into confirmed bookings and building lasting customer relationships. For those looking to refine their follow-up techniques, learning from industry leaders like Marriott, and utilizing resources from institutions like the Cornell Center for Hospitality Research, can provide valuable insights and practical strategies.

For more comprehensive insights and training, consider exploring courses offered by eCornell and other renowned hospitality management programs.

Development, How To, Leadership

Motivating Different Types of Hotel Employees: Strategies for Success

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In the dynamic world of hospitality, motivating employees is crucial for maintaining high levels of service and ensuring guest satisfaction. Employees can generally be categorized into various types based on their performance and engagement levels. Here’s a comprehensive guide on how to motivate each type, along with what to do and what not to do.

1. High Performers

Characteristics:

  • Consistently exceed expectations
  • Show leadership qualities
  • Highly motivated and engaged

Motivation Strategies:

  • Recognition and Rewards: Regularly acknowledge their achievements and provide tangible rewards.
  • Career Development: Offer opportunities for further training and career advancement.

What to Do:

  • Provide challenging tasks that use their skills.
  • Involve them in decision-making processes.

What Not to Do:

  • Do not micromanage.
  • Avoid taking their performance for granted.

2. Steady Performers

Characteristics:

  • Consistently meet expectations
  • Reliable and dependable
  • Content with their current roles

Motivation Strategies:

  • Stable Environment: Maintain a secure work environment where they feel valued.
  • Incremental Challenges: Introduce small challenges to encourage growth.

What to Do:

  • Offer regular feedback and recognition.
  • Provide opportunities for cross-training.

What Not to Do:

  • Do not ignore them in favor of high performers.
  • Avoid placing excessive pressure for rapid advancement.

3. Underperformers

Characteristics:

  • Frequently fail to meet expectations
  • Lack motivation or skills
  • Often disengaged

Motivation Strategies:

  • Clear Expectations and Support: Set clear performance expectations and provide necessary support.
  • Regular Check-ins: Conduct regular meetings to understand their challenges.

What to Do:

  • Identify the root causes of underperformance.
  • Create a performance improvement plan.

What Not to Do:

  • Do not publicly criticize or shame them.
  • Avoid neglecting them.

4. New Employees

Characteristics:

  • Recently joined the organization
  • In the learning phase
  • Need guidance and support

Motivation Strategies:

  • Comprehensive Onboarding: Provide thorough onboarding to help them understand the company culture.
  • Mentorship Programs: Pair them with experienced employees.

What to Do:

  • Offer regular check-ins.
  • Provide clear and achievable short-term goals.

What Not to Do:

  • Do not overwhelm them with too much information.
  • Avoid leaving them without proper guidance.

5. Engaged Employees

Characteristics:

  • Highly committed and enthusiastic
  • Go above and beyond in their duties

Motivation Strategies:

  • Recognition and Rewards: Regularly acknowledge their dedication.
  • Professional Development: Provide opportunities for further training and development.

What to Do:

  • Encourage their involvement in important projects.
  • Provide opportunities for leadership roles.

What Not to Do:

  • Do not take their engagement for granted.
  • Avoid ignoring their ideas and contributions.

6. Disengaged Employees

Characteristics:

  • Lack motivation and interest
  • Exhibit low productivity and morale

Motivation Strategies:

  • Identify Root Causes: Conduct meetings to understand reasons behind disengagement.
  • Re-engagement Strategies: Provide opportunities that align with their interests.

What to Do:

  • Offer support to address challenges.
  • Create a positive and inclusive work environment.

What Not to Do:

  • Do not ignore their disengagement.
  • Avoid making assumptions about their lack of motivation.

7. Seasonal/Temporary Employees

Characteristics:

  • Hired for a specific period or season
  • Often work on short-term contracts

Motivation Strategies:

  • Clear Communication: Ensure they understand their roles and responsibilities.
  • Inclusive Culture: Make them feel part of the team.

What to Do:

  • Provide necessary training and support.
  • Recognize and appreciate their contributions.

What Not to Do:

  • Do not treat them as expendable.
  • Avoid excluding them from team activities.

Conclusion

Understanding and addressing the unique needs of different types of employees in the hotel industry can lead to a more motivated and effective workforce. By implementing tailored strategies, you can enhance performance, foster loyalty, and create a positive work environment that benefits both employees and guests.

Development, Hotels, Leadership

Signs You’re Working with a Great Leader

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Working with a great leader can be a transformative experience that enhances your professional growth and overall job satisfaction.

Here are signs to help you recognize if you’re fortunate enough to work for an exceptional leader:

  1. They Truly Listen: Great leaders make you feel heard. They don’t just nod and move on; they actively engage with your ideas and feedback, making you feel valued and respected. They prioritize regular communication to understand their team’s perspectives and concerns.
  2. They Show Genuine Appreciation: Recognizing and celebrating your contributions is a key trait of a great leader. Regular acknowledgment of your hard work boosts morale and encourages continued excellence. They highlight achievements in team meetings and through personalized recognition.
  3. They Cultivate a Positive Culture: A positive workplace culture where everyone feels motivated and valued is crucial. Great leaders foster an environment that encourages innovation and collaboration. They celebrate diversity and inclusivity, creating a welcoming atmosphere for all.
  4. They Promote Team Collaboration: Collaboration is at the heart of a successful team. Great leaders know how to bring people together to achieve common goals. They facilitate team-building activities and open forums to promote teamwork and shared success.
  5. They Invest in Your Growth: A commitment to your professional development is a sign of a great leader. Providing opportunities for learning and advancement demonstrates their investment in your future. They support their team’s aspirations by offering training programs and career development workshops.
  6. They Challenge You to Excel: Pushing you out of your comfort zone helps you grow. Great leaders encourage you to take on new challenges, helping you realize your full potential. They believe in setting ambitious goals and providing the necessary support to achieve them.
  7. They Offer Flexibility: Understanding that life extends beyond work is essential. Great leaders provide the flexibility needed to balance personal and professional commitments.
  8. They Maintain a Respectful Environment: Addressing toxic behavior promptly ensures a respectful and positive work environment. Great leaders do not tolerate negativity, fostering a culture of respect and integrity. They have a zero-tolerance policy for toxic behavior and actively work to resolve conflicts amicably.

In summary, working for a great leader can significantly impact your professional journey. If you see these traits in your leader, you’re likely in an environment that fosters growth, respect, and success. These principles are essential in creating a workplace where everyone thrives.

Development

A Career that Takes You Places: Why the Hospitality Industry is the Perfect Fit for Adventurous Graduates

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Are you a recent graduate looking for an exciting and rewarding career? Look no further than the hospitality industry!

Our hotel has just signed a memorandum of understanding (MOU) with a local university to offer internship programs at our hotel company. This is an incredible opportunity for students to gain hands-on experience in the industry and jumpstart their careers.

This partnership reminded me of my own career journey, having started with internships, and inspired me to write this post and share some information about the various career opportunities available in the hospitality industry.

The hospitality industry is a dynamic field that offers a wide range of opportunities for recent graduates. From hotel management to food and beverage management, event planning, and tourism, there is something for everyone in this exciting industry.

One of my favorite things about working in hospitality is the opportunity to travel and work with a diverse group of people. I have had the privilege of visiting beautiful hotels and meeting guests from all over the world, being a part of creating unforgettable experiences for them.

It allowed me to work in Vienna, New York, Shanghai, and Bangkok and experience the local culture.

The industry also places a high value on skills such as customer service, communication, and teamwork. These are skills that will serve you well in any career and make you a highly desirable candidate to future employers. And I can tell you, it is true that the experience I gained in the industry and the knowledge I’ve acquired has been very valuable in my current role.

Additionally, the industry is constantly evolving with new technologies and trends, meaning there is always room for growth and advancement in your career.

At our hotel, we are thrilled to be offering internship opportunities through our partnership with the local university. This is a fantastic opportunity for students to gain hands-on experience in the industry and jumpstart their careers, just like I did when I started my journey in the hospitality industry.

If you’re a recent graduate looking for a career that is challenging and rewarding, consider the hospitality industry. With a wide range of opportunities available, it may be the perfect fit for you.

Key Takeaways:

  • The hospitality industry offers a wide range of career opportunities for recent graduates
  • The industry values skills such as customer service, communication, and teamwork
  • The industry is constantly evolving with new technologies and trends, providing opportunities for growth and advancement
Development, How To

The Importance of Sustainability in the Hospitality Industry

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When I first started working in the hospitality industry almost 20 years ago, I didn’t fully understand the importance of sustainability. I thought of it as something that was nice to have, but not essential. But over time, I’ve come to realize that sustainability is not only important for the environment, but also for the success of a hotel or resort.

I remember one instance when I was working as a front desk agent, I had a guest who asked me about our recycling and sustainability programs. At the time, we didn’t fully embrace sustainability yet, and I remember feeling embarrassed and not knowing how to respond. But it made me realize that more and more guests are becoming environmentally conscious, and it’s important for hotels and resorts to have sustainable practices in place.

Since then, I’ve seen firsthand the benefits that sustainability can bring to a hotel or resort. For example, one hotel I worked at implemented a linen and towel reuse program, which not only helped to conserve water and energy, but also helped to reduce operating costs. Another hotel I worked at installed energy-efficient lighting and appliances, which not only helped to reduce the hotel’s carbon footprint, but also helped to lower the hotel’s utility bills.

Sustainability has become an increasingly important issue in the hospitality industry in recent years. As more and more travelers are becoming environmentally conscious, hotels and resorts are being pressured to adopt sustainable practices. But why is sustainability important in the hospitality industry and how can hotels and resorts incorporate it into their business?

First and foremost, sustainability is important because it’s the right thing to do. The hospitality industry has a significant impact on the environment, and it’s our responsibility to minimize that impact as much as possible. This includes things like reducing energy and water consumption, using eco-friendly cleaning products, and properly managing waste.

Incorporating sustainability into a hotel or resort can also have financial benefits. By reducing energy and water consumption, hotels can save money on utility bills. In addition, many hotels are finding that guests are willing to pay more for sustainable accommodations. A survey by Booking.com found that 84% of travelers are willing to pay more for sustainable options, and 61% of travelers said that they would choose a sustainable hotel over a non-sustainable one.

Sustainability also helps hotels and resorts to differentiate themselves from their competitors. As more and more travelers are looking for sustainable options, hotels that can demonstrate their commitment to the environment can attract environmentally conscious guests. In a survey by TripAdvisor, 72% of travelers said that they would choose a hotel with a strong environmental reputation over one without.

There are many ways hotels and resorts can incorporate sustainability into their business. Some examples include:

  • Installing energy-efficient lighting and appliances: This can help to reduce energy consumption and lower utility bills.
  • Implementing recycling programs: This can help to reduce waste and minimize the hotel’s impact on the environment.
  • Using eco-friendly cleaning products: This can help to reduce the hotel’s chemical footprint and minimize the impact on indoor air quality.
  • Implementing linen and towel reuse program: This can help to conserve water and energy and reduce operating costs.
  • Offering sustainable transportation options: This can include things like offering electric car charging stations or providing bicycles for guests to use.
  • Offering sustainable food options: This can include things like sourcing local and organic food, or offering plant-based options.
  • Offering sustainable activities: This can include things like eco-tours, or providing information on sustainable things to do and see in the area.

In conclusion, sustainability is not only important for the environment, but also for the bottom line of hotels and resorts. By incorporating sustainable practices and offering sustainable options, hotels and resorts can attract environmentally conscious guests, save money on utility bills, and differentiate themselves from their competitors. It’s important for hotels and resorts to understand the importance of sustainability and to implement sustainable practices to minimize their impact on the environment and create a better experience for their guests.

Development

Why you should start a career with W Bangkok!

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Why you should start a career with W Bangkok when there are so many other options in Bangkok with many new exciting hotel projects coming up every year? When I first started this blog I talked about why you should start a career in hospitality to begin with. It’s a journey that’s challenging, but always exciting! Every day is different, you gain many experiences in different departments, and the best part… it’s all about people! And not to forget, you get to travel the world, if you choose to do so. Now I want to talk about why you should choose a career with W Bangkok over any other hotel in the city. More and more hotels are opening up in Bangkok each year, and graduates have more and more options to choose from. But not all options, as exciting as they may look at first, will help you build the right foundation for your career. Continue reading Why you should start a career with W Bangkok! →
Leadership

Looking for a Career in Hotel Management? The #1 Most Important Thing Recruiters are Looking for Now is…

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…PATIENCE!

When I started my journey in hospitality I was told that experience was the most important thing necessary to have a successful career in hotel management, and that I had to learn as much as possible in as many areas of the hotel as possible so that I would become a well-rounded hotel professional later and could then share my experience with others.

Continue reading Looking for a Career in Hotel Management? The #1 Most Important Thing Recruiters are Looking for Now is… →

Leadership

How to Manage Millennials

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Managing Millennials isn’t easy and there’s no magic trick. It takes commitment of us as leaders and requires us to be the best we can be. If we want to continue to be relevant as leaders we don’t really have a choice, the world around us is changing and we have to as well.

Continue reading How to Manage Millennials →

Leadership, New York City, union

It Is Not The Union’s Fault!

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I left New York over a year ago, and it’s a good time to revisit some of my memories of how it was working in the city and how I now feel about the challenges and opportunities that come with it.

I worked in New York from 2007 to 2008 as floor supervisor and with that as a member of the union, and again from 2009 to 2015 as  housekeeping manager, and most recently as director of housekeeping with a unionized team of almost 200 employees.

keep-calm-and-blame-someone-else-1

So with over six years experience in a heavily unionized environment most would be surprised for me not blaming the union for hotels not performing up to standard. And yes, it’s been over a year now since I left New York and I probably forgot some of the more painful and disheartening experiences. This is how our memory works, right? We tend to remember mostly the positive.

But I do know that I have witnessed plenty of not so pretty arguments and have seen people at their worst behavior, but I have learned as well what’s right and wrong, and I did learn that the union teaches you to be a better manager and leader. If you want to make it as a manager in New York, you have to learn how to lead your team, how to get your employees to follow you because they want to believe in you, what you stand for and trying to accomplish, and not because of your title. In a unionized environment, I learned that titles don’t stand for much, and respect needs to be earned. At the end of the day it’s a people’s business, and if you lead with respect and integrity, care about your people, their dreams and goals, they will follow your dreams and goals in return.

I believe that the union is in theory a great thing. It gives the employee rights and benefits, and protects them of bad management. Now we know that in reality things tend to be somewhat different. Most managers aren’t that bad, and neither are the union or its members. You will find people on both sides not doing what they are supposed to do, managers who never learned how to lead their teams, and some union members who try to cut corners and get by with investing the least amount of efforts possible because they have lost their trust and confidence in the leadership of the property.

In most establishments the union created an environment of entitlement with employees as well as managers having lost their passion along the way blaming each other for who they became. Why? Well, it is so much easier and comfortable to play the victim role and blame others – and that goes for both sides… both blaming each other. Taking responsibility is more painful and you would be on your own.

I also believe that there always needs to be a balance to things, and it doesn’t matter if you are working in unionized settings or not, you will always find another set of challenges and opportunities.

Now having worked in Thailand for the past year with an unemployment rate below one percent, hoteliers have another challenge to deal with. While you can always attract energetic and passionate graduates to join your team, turnover is a lot higher and job hopping is the norm as people can always get another job somewhere else within a heartbeat. Because of the higher turnover employees are sometimes less experienced and skilled than in a unionized environment. Where your leadership efforts in New York need to be focused a lot on motivation and guidance to do what your employees know they should do and how to, in Bangkok you’ll need to focus more on training the essentials of customer service and do your best in growing your employees that they believe in you not just offering them a job, but a career.

I am sure that many managers in New York reading this,  are probably wondering, if I indeed forgot all the draining union negotiations that I can write this… but how many managers do really care enough to step out of their comfort zone and try to coach their employees that are perceived to be more difficult on how to improve and reach their potential  – I know that most do not – it is simple easier to blame other or the union. I strongly believe that most people want to do a good job, and would want to have a feeling of accomplishment at the end of the day.

What a refreshing thought to take responsibility for our actions and own opportunities without trying to shift blame or pass the buck – that’s the kind of leader I want to work for.

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Guest Relations, Guest Services

Personalized Guest Service So Simple

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I started working in hotels in 2004 and still can remember my first mystery shop. The overall results of the inspection were ok, but unfortunately we missed out on a couple of points because not all of our associates used the guest name consistently. Over the years this standard became increasingly important and you could not pass an inspection anymore without using the guest name at least twice during every interaction – even if everything else was perfect there was no passing without usage of guest name. Continue reading Personalized Guest Service So Simple →

How To, Leadership

Do You Have The Right Attitude For Success?

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While I was responsible for smaller teams before my first real management position was as Assistant Housekeeping Manager in New York. I didn’t know much about management, let alone leadership at this point. I was very good at what I was doing and knew exactly how things had to get done the right way, but I didn’t know yet how to lead people or how to create a successful culture.

The unionized environment in New York is an environment of entitlement, and many discussions evolve around who is right, who is wrong, whose job it is, whose fault it is, and of course most importantly who is to blame. As a manager you’ll find yourself involved into these discussions of whose job it is and whose fault it is a lot, if you like it or not you’ll get sucked right into it.

Successful-vs-Unsuccessful-people

Continue reading Do You Have The Right Attitude For Success? →

Development, Leadership

The Only Thing Standing Between You And Your Goals Is…

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The only thing standing between you and your goals is more than what the Wolf of Wall Street is trying to tell us.

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It’s not just being afraid to follow your goals for one reason or another, it’s having a clear understanding of what your goals really are to begin with.

‘What are my goals’, is one of the most important questions you can ask yourself at the beginning of your journey and your career in hospitality!

I am recruiting graduates from hotel management schools for the position of housekeeping floor manager now for years, and my experience is that many, if not most, do not have clearly defined goals and are rushed to get promoted as fast as possible, and definitely faster than their peers from school. Continue reading The Only Thing Standing Between You And Your Goals Is… →

Guest Relations, Guest Services, Leadership

Graduated From Hotel Management School? Why You Should Become A Butler!

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Years ago hotel management graduates would mostly apply for a position as front desk agent or sales coordinator at the beginning of their journey in hospitality. Why? Because this is what everyone else applied for and because it seemed to be the most promising path for a successful career in hospitality. Now this is changing…

Screen shot 2013-12-04 at 9.30.45 PMLes Roches International School of Hotel Management

Continue reading Graduated From Hotel Management School? Why You Should Become A Butler! →

Development

Why would anyone pursue a career in hotel management?

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Why pursue a career in hotel management? Is this the right profession for me?

If you’re asking yourself these questions and are yet undecided, if a career in hospitality is the right choice for you, I hope you’ll find this helpful in making your decision.

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Image courtesy of Salvatore Vuono at FreeDigitalPhotos.net

If you’re looking for becoming a millionaire, working regular hours, having every weekend off, or for a healthy work-life balance, chances are that this is not the right business for you! Continue reading Why would anyone pursue a career in hotel management? →