Part of the Words of Wisdom Series.
It’s time for some more Real Talk Hotelier Advice. And it’s straight from the mouths of seasoned hoteliers.
Why do I need to hear this?
Well, getting a formal education in Hospitality, by taking up HRM or Tourism courses, can definitely give you a competitive edge when it comes to entering the hospitality industry. You will learn all the aspects of running a hotel. And the process of providing everything a guest may need, when staying in your property.
However, these courses can only do so much in preparing you for all the things you are about to encounter in your daily life working as a hotelier.
Particularly when it comes to the emotional and psychological challenges of dealing with many different kinds of guests and colleagues. As in most cases, experience will always be the best teacher. And that’s why getting some Real Talk Hotelier Advice is essential.
Especially if you’re a newbie with no experience yet to speak of. That’s when it’s best to get a mentor. Someone who’s been in the industry longer than you have. Someone who already has lots of experience to draw wisdom from. Someone willing to help out newcomers to the industry.
Those of you who have someone like this in person, you’re very lucky! Absorb all the knowledge, learnings and wisdom you can from them. Be teachable and open to constructive criticism. Observe how they work, how they deal with guests, bosses and subordinates. Emulate the work ethics you find admirable in them.
For those of you who are yet to meet a good mentor, help is at hand with Real Talk Hotelier Advice. I have compiled several Words of Wisdom articles, from which you may learn a thing or two from. You can find the links to these at the end of this article.
These are golden pieces of advice dropped by seasoned hoteliers in Hugot Hotelier, when I asked what they think a newbie should know, before entering the hotel industry.
This series of articles includes advice on how to treat guests. How to deal with colleagues. How to manage your time. How to manage your emotions. How to maintain your integrity at work and much more.
I hope some of this Real Talk Hotelier Advice will be helpful. I hope you’ll be able to pick out at least one thing that will stick with you throughout your whole working life in the hospitality industry!
Words of Wisdom from Seasoned Hoteliers
Martin Dawis: “Take every challenging situation as a learning experience. Take it seriously but not personally.”
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Shine Agustin-Blanch: “Guests may not always be right but they always have to be treated right!”
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Belle Corpuz: “Patience is a talent.”
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MissMisyell Shell: “Always SMILE. Kahit ano man ang pinagdadaanan mo sa labas ng hotel, wag mo isasama pag naka duty ka na.”
(Always SMILE. Whatever it is you are going through in your personal life, don’t take it with you when you report for duty.)
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Diana Lorenzo: “Don’t take things personally (especially with rude and stressed-out clients) and just focus on doing your best and remember that great hoteliers always provide solutions (or alternatives) and go the extra mile. It could be tiring sometimes but just think of how you are making other people’s lives easier and better just by doing your job.”
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Alychee Marie Zaragoza Kun-Kefala: “Mistakes are part of life! They’re the best teacher. Don’t be afraid to make mistakes. That’s how you’ll learn. Don’t hide the mistakes you’ve made, be honest. It’s better to admit it than to hide it. Co-workers will trust you better when you tell the truth and the mistakes you’ve done will teach you how to do things better!”
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Abraham Villamayor Calayag: “Passion in your WORK. Dedication to your GOAL and VISION. Use your FAMILY as an Inspiration”
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Czarina Althea Cruz: “If you could embrace and welcome a stranger with a warm smile into your own home and treat him or her like a family, then you might fit into the hotel field.”
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Sarah Anoche: “I think you should always have a HEART in everything that you do. There’s a lot of aspiring hoteliers who have the beauty, ability and knowledge but only few has the HEART and passion for it. Be one of those FEW.”
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Mark Sarical: “EMPATHY for your guest makes all the difference. Understanding where they are coming from answers half of the problem. Learn to listen more than responding and giving reasons.”
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Shayne Calzado: “Great character paired with strong values is your sword and shield on your career battlefield.”
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Dianne Nicdao: “Always keep in mind that every mistake is an opportunity to make yourself better. Think positive. And of course, handle stress with grace.”
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Ms. Jules: “Listening skills are very important in the hotel industry.”
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Nabil Ali Fazal: “Head down and work no matter the circumstances. Always give your 100% and think out of the box. Do these things and the money, promotions and respect will come. Our work ethic is a reflection of ourselves. Most importantly put love and passion in to every minute.”
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Nova Dela Cruz: “Knowledge is power. Experience is a wise teacher. Everybody starts from somewhere. Reality check and theory, goes hand-in-hand. Hotel Industry is a very big family. Leave smoothly and quietly.”
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Carl Oronce: “Be invested in your guests, everybody hates “transactional” interactions. Make a friend out of them and they will reward your friendship with loyalty to you and your property.”
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Mc Laughlin: “Mistakes mean you’re working and learning. If you don’t make mistakes, obviously you are not working or challenging yourself enough.”
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CJ Muico: “Sometimes you will encounter guests that are rude. Sometimes they will say hurtful things to you. Its normal for newbies to be sensitive but just remember that it’s part of the job. Stay professional, try to put yourself in their shoes, and just keep smiling.”
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Michael Mikko Magpantay: “A good relationship with other departments is key to a smooth service.”
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Jerome de la Fuente: “Do not pick a job. Pick a boss. Your first boss is the biggest factor in your career success. A boss who doesn’t trust you won’t give you opportunities to grow.”
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Ellen Mari: “Be encouraging. We all have bad days. Be that person who encourages others to keep pushing. Everyones likes to be hyped up, be that person who hypes up others. Doing so will help people see the best in themselves.
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Zed Hope: “When you reach the top dapat hindi aakyat sa ulo mo yung posisyon mo, stay humble. Don’t ever do power tripping to your staff because at the end of the day you are a leader and it’s your role to empower, motivate and teach them.”
(When you reach the top, never let the position get into your head. Stay humble. Don’t ever do power tripping on your staff because at the end of the day you are a leader and it’s your role to empower, motivate and teach them.)
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Leanne De Leon: “Always cover your ass and never assume. Because when you assume, you make an ass of u and me.”
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Franco Laroa: “Learn to ignore toxic employees. Learn to adapt and focus on good circles.”
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YLms Catindoy: “Perform your job with a heart and everything will follow. Treat all your guests like VVIP. Always provide excellent service regardless of their categories as guest. Treat all your colleagues with respect & be passionate in everything you do.”
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Cedric Duldulao: “Cover your ass always. Make sure that everything you do is covered in black and white with proof of endorsement via email, message, etc. keep copies for your own protection.”
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Evan Christine Afable Baron: “Always be KIND, even if others are not. Treat everyone fairly whatever their status or position.”
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Raymund Almendrala: “Ihanda mo sarili mo sa mga holidays na hindi mo kasama pamilya mo.”
(Prepare yourself for holidays you won’t get to spend with your family.)
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Ryan Anthony Sampiano Tentia: “Always look at downtime hours as an opportunity for you to check supplies that are already running low. Don’t blame and kick the printer if it doesn’t dispense your registration card when in fact, you didn’t even check and refill the bond papers before your shift.”
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Jeh Alejo: “Don’t stop when you’re tired. stop when you’re done.”
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Genie Yna Zaragoza Ruta: “Ensure your nameplate is not upside down. Don’t let your guest point this out to you before noticing it!”
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Khrissa Jean Cerna: “Never think na mas magaling ka sa mga katrabaho mo or sa baguhan. Always remember, nag umpisa ka rin at alam mo yung feeling na nangangapa pa sa trabaho. Always help them to be the best version of themselves.”
(Never think you are better than your new colleagues. Always remember, you also started out as a beginner and think about how it felt when it was you who was so unsure about how to do your work. Always help them be the best version of themselves.)
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Dondon Posadas: “Makisama sa lahat. Huwag maging pabibo at email universe pag may mali ang kawork mo. For sure next time maghahanapan na kayo ng mali at continous cycle na yan. Kadalasan naayos naman ang gusot ng kayo-kayo lang.”
(Try to get along with everyone. Don’t be that person who emails everyone when he discoves a colleague made a mistake. The next time they find dirt on you they will do the same thing and it will be a continuous cycle. Usually, issues can be easily resolved within yourselves.
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Edith Rodis: “Integrity is everything.”
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You can read my other Words of Wisdom Articles below:-
