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Skills and Personality

Some people are cut out to work in the hospitality field, and some
are not. “When I first began my journey into the hospitality world,”
says Melissa Williams, human resources manager at the Hilton
Lisle Hotel in Naperville, Illinois, “one of my mentors told me ‘there
is no middle ground in hospitality, you will either love it, or hate it.’
After more than ten years in the industry, I agree 100%.” One of
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the most important traits for hospitality managers is being superb
communicators, including the ability to listen well and express
themselves clearly. They need excellent leadership and problem-
solving skills, a positive attitude, and a firm commitment to cus-
tomer service. And they must love being around people because
hospitality management is by no means a solitary profession.
Also essential for hospitality managers is the ability to remain
calm and professional even in the midst of chaos. They never know
what sorts of problems might develop, and they must keep their
cool no matter what happens. A Louisiana hotel manager shares
his experience: “Countless times I’ve had guests up in my face
screaming and even occasionally threatening violence because of
something somebody else did or something totally out of my con-
trol, but I stayed cool and just listened to them, let them know that
I was listening, and eventually they calmed down too.” 13

Working Conditions

Hospitality management is typically an indoor job, although those
in charge of sprawling resorts may spend quite a bit of time walk-
ing the grounds. Hospitality managers spend time in their offices
and in conference rooms where they meet with their staff. They
also wander around their facilities, conducting inspections, visit-
ing with customers, and resolving problems.
The hours a hospitality manager works can be wildly unpre-
dictable. Even if a manager is scheduled for the daytime shift,
most hotels and resorts never close, and crises involving custom-
ers or employees may require attention at any time of the day or
night. “The worst part of my job is that it’s a 24 hour-a-day, 365

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