Being “In The Weeds” is a Magical Place To Be.
Before you tell me that I’m crazy, hear me out.
For those of you who immediately know what I’m referring to, give me a few minutes to explain what I'm talking about to those who have no idea.
“Being in the weeds” is where every single person who works or has worked in hospitality has been. It’s not a walk-in; it’s not the employee cafeteria or the locker room. It’s more of a mental state where you can communicate with your fellow hospitality workers through telepathy.
You know how sometimes it seems like every industry has its own language?
How doctors understand their own handwriting, or how chefs seem to know how to measure every ingredient without looking at the recipe?
Well, I believe that hospitality telepathy and eye contact are our thing. We communicate almost 24/7 with eye contact, and when we’re in the weeds, it’s like we have superpowers. Picture us as part of the Secret Service on a mission not to let the guests know there’s an issue or, for that matter, how we’re solving the issue.
You’re trying to talk to a guest and keep a smile on your face, but the guy in room 321 keeps calling about his TV; you can’t find Laura from housekeeping, and someone just came to tell you the bathroom in the lobby is not working.
Oh, and you also have to make that dinner reservation for James in room 77, who is celebrating his anniversary today.
*It’s all good, it’s okay, it’s not the end of the world, we got this”, you say to yourself while trying not to lose focus.
At this exact moment, your coworker passes by. From the look on your face, he comes rushing towards you in less than five seconds.
*THANK GOD*
See, I don’t think anything screams louder in the hospitality industry than the look you give your coworker when you’re in the weeds.
I’m still unsure how to explain this look's effectiveness because it doesn’t matter what the problem seems to be; our coworkers understand us. It's one of the things that bonds us, hospitality people.
When you’re working in a restaurant on a busy Saturday night, you know exactly how you’ll get through it: teamwork. See, being in the weeds happens to all of us. No one is safe from a trip over there because there’s always a lesson coming back.
It’s a magical place because there’s always growth coming from it. We realize that we can do more than we thought we could. We finally understand the power of helping each other and relying on our team.
It’s part of the process of growing and evolving in this industry. We need to be in the weeds from time to time. We need to realize that whatever issue we face, there’s always a solution.
At the end of the day, being in the weeds is like trying on a new pair of shoes. At first, they’re super uncomfortable, and you don’t really want to wear them. But the more you wear them, the more comfortable you get.
Now go buy yourself a new pair of comfortable shoes and own the day. You’ve got this!
A Name Tag Is More Than Just Your Name.
Growing up, I remember being in the car with my dad running errands, and every time he picked up the phone to answer a call, he greeted the person by their name. We would stop to get gas and he would ask people their names to say thank you. Even now, when we go out to eat, he always calls the server or waitress by their names.
Sounds simple right?
For some reason, it’s something that stuck with me. It felt like such a personal way to address someone that you may not know that well. I learned to admire how simple it was to make a stranger feel good by using their name.
And you wanna know what I noticed? People loved it. They instantly smiled. It was like something changed in their behavior and they seemed happier. They even seemed to be performing their jobs with a different attitude. Like something clicked and we were suddenly more familiar and comfortable around each other.
I guess since then, I have taken it upon myself to do the same thing.
It is a known fact that our name is a distinctive sound to each of us that immediately grabs our attention. It’s special in all kinds of ways. Using a person’s name is the greatest connection to their identity and individuality. It is a sign of courtesy and recognition. When someone remembers our name, it makes a positive and lasting impression on us without even noticing.
Whenever I went on vacation, I noticed how some hotels or restaurants had their employees wear a name tag. I always thought it made them look very professional, but when it was my time to be on the other side, wearing a name tag, I realized that it was a powerful tool to connect with people.
When a stranger sees you wear a name tag, they already know a huge part of who you are. They have the easiest and most personal way to connect with you. It makes you more approachable. It makes opening a conversation easier.
People want to feel cared for. Like they’re not just the “couple in room 223” or “the new girl who started as a hostess today.” We all have names that lead to our stories.
I once worked with a General Hotel Manager who is a clear example of how important it is to know your team. Your people. She was in charge of a thousand things and knew thousands of people, but whenever she was walking down the halls she would greet you personally and by your name. She knew everyone in every department.
Wearing a name tag makes every interaction feel more personal. And if you ask me, in today’s world, personal interactions count as double. Human connection feels good.
Even nowadays, as we become more and more technological, we can still make interactions feel personal by using people’s names.
Sign that email with their name, or send a personal reminder instead of an automated one.
Make a phone call and mention their name. Ask for something using their name.
It really could be anything. I’m a big believer in the power of small things.
This is one of them.
In your next experience, whether you’re a guest or an employee, use people’s names. See how their expression changes when you ask for something. See how you feel connected.
A name tag is much more than just your name. It’s your story, your background, your memories, your personality, and your identity.
It’s a direct way to who you are.
Day of The Dead: The Day We Celebrate Life
I know most of you are probably thinking “Wait. Did I read that right? “It’s the day of the dead, not someone’s birthday!”
But if you know anything about Mexican culture, you know that “Dia de Muertos” is one of our biggest and most beautiful traditions. And even though it has the word “dead” in it, on November 2nd of every year, we celebrate life.
Just in case you were wondering, no, it doesn’t have anything to do with Halloween. And if you’ve seen Disney’s movie COCO (we’re already friends if so) you may have an idea about the magic behind this holiday.
Let me explain.
Many things make me feel extremely proud of my culture, but this is definitely in my top five. To be able to talk about something so daunting and sad as death, and to look at it from a whole different perspective is something that I grew up with and I’ve learned to admire it even more throughout the years.
This day is a way to honor and celebrate the life of someone who passed away. We celebrate their life simply by remembering. You see, remembering is a very powerful thing because it makes you feel connected to that person even though they’re not physically here.
We don’t believe that this life on earth is the end of the book for any of us, so we remember that person in a very special way.
We make what we call an “altar”, usually in the comfort of our own home. We set up a table with colorful “manteles” (tablecloths) and we place a picture of a loved one right on top or in the center of the table. The whole idea is to place that person’s favorite things, clothes, food, or anything else that they might’ve loved. That way, on November 2nd they come and visit us and see that a piece of them always stays here, with us.
They “come down” during that day and enjoy a piece of their favorite cake, smell their favorite flowers, and dance to their favorite song. They get to see and feel all the things we remember them for.
It’s the most beautiful way to feel them as if they were still here.
Because they are.
This day reminds us that even though we don’t see them, they’re with us. And instead of mourning, we decide to honor and celebrate their life.
That’s the beauty behind this day, this tradition. To know that what we leave behind will always stay with the people that we love.
To know that if we keep this tradition alive, there’s always going to be life after death.
And that my friends, it’s something to celebrate.
3 Things I Learned in a Room Full Of Empowered Women
Let me let you in on something.
There are many ways in which I saw myself living in my late 20s. I knew since I was a little girl that I wanted to live in a big city where I could feel opportunities all around me.
I wanted “all”. My dream job, my dream home, and my dream family.
But as I grew up, I realized that the world I lived in didn’t seem to support my idea so much. I realized that not only me, but the women around me seemed to have to face the choice of having to give up one of their dreams to accomplish the rest. I also realized how rare it was to see a woman sitting in a CEO chair, let alone see a woman be a CEO and have a family and a home.
Well, now that I’m almost 28 years old, I know that the world that we live in is changing for the better. And it's all because of women who have been paving the way for the rest of us.
Women who have sacrificed, learned, fought, and accomplished so many things to let the world hear our voices.
Women like the ones that were sitting in last week’s event at the iconic Carlyle Hotel in New York City, an event organized by hertelier, a platform that inspires and supports women in the hospitality industry.
As I was part of the group sitting and listening to what the three experienced panelists had to say about the predictions for our industry, I felt a buzz inside of me. You know, that warm feeling you get that turns into goosebumps when you’re surrounded by such a powerful energy.
Well, here are 3 things that stuck with me from being in a room full of empowered women on a Wednesday morning in New York City.
Learn to speak up for yourself.
As human beings, it’s easy to let the imposter syndrome get the best of us sometimes. It’s easy to doubt our abilities or to question an opportunity when it comes to us. It’s part of being human, and as women, it might happen more often than you think.
What to do in that scenario then? Learn to speak up for yourself.
Sometimes that means giving yourself a pep talk and some morning affirmations before a big interview, and sometimes that means speaking up during a meeting when you don’t agree with something.
It means asking for a raise because you deserve it, or applying for that promotion you thought was too far out of your reach.
It means projecting your confidence in the way you speak and the way you go for your dreams.
Because girl, you and I both know that when we speak up and are determined, the sky is never the limit.
Representation matters.
This one really hits home for me because as a Hispanic- Latina woman and an immigrant who lives now in the US, being able to see myself in someone else’s shoes has not always been the case.
It’s not every day that you get to see someone who has not only worn your shoes but walked in them.
This is why it is a personal motivation of mine to keep reminding myself that what I do matters.
Even if it seems small, or insignificant at times, what I do matters. Why? Because there are more women who will be able to see themselves in me.
Representation matters in every way, shape, color, race, background, and culture.
That is part of the beauty of our industry, to be able to find yourself in people you meet every day.
Look around and find another “star”.
Wherever you may find yourself now, look around you and recognize the person that shows up. The person who is passionate about what they do and the person who cares about the smallest details. Recognize them and lend them a hand.
Recognize the person who needs support and be a mentor in any way you can. When we feel supported and cared for, we gain confidence. We believe in ourselves in ways we didn’t before because we just needed someone else to remind us we can do it.
Events like this leave me feeling hopeful and motivated.
Hopeful because I know that we have the power to change our daily actions for a better and more equal future.
And motivated because we have work to do!
They remind me that being a woman is a beautiful and powerful thing, and when we support each other, world you better watch out.
We can’t control many things in the world, but we can decide the person we choose to be.
And I choose to be a woman who fights, who dreams, and who works hard to make sure I leave a better world behind.
I choose to be a woman who believes that we can conquer anything.
Because we can.
A Letter to Myself: Your First Day Working in Hospitality
Well, today’s the day.
It’s so exciting, isn’t it? To start something new.
To meet new people, to be in new places, to learn new things.
You’ve been dreaming about doing something that involves all these things. You’ve been looking for a way to make people happy by doing what you love.
And let me just tell you, you got that part right.
The first couple of months will be tough. I’m not gonna lie to you.
You’re going to see so many different faces that is going to be hard to remember everyone’s name. But don’t worry, they’re all going to become your family soon enough.
Your schedule is going to flip your routine upside down. You’re going to get used to getting up when it’s dark, and getting home when it’s still dark. You’ll lose track of time because you need to see what the world is like at different times. What it’s like to work in a hotel early in the morning when no one’s awake, and what it’s like to serve in a restaurant during a busy Saturday night.
You’re going to make mistakes. So many of them. But don’t worry, because that’s how you learn. Nobody is born knowing how to take orders from a 12-top. And no one is born knowing how to make the perfect cappuccino, or how to check-in a guest.
Ask questions. Don’t be afraid to ask and learn. There are people who have been exactly in the same shoes that you’re wearing right now, and they’re paving the way for you.
Call people by their names. Coworkers, guests, and customers. It makes all the difference, I promise.
Oh! An important one. Drink water. Take a break whenever you can. Time flies by and you won’t remember when was the last time you ate something. So go ahead! It’s important to take care of yourself before taking care of others.
After the first couple of weeks and months pass by, you’re going to be so proud of yourself.
Why?
Because hospitality is a tough industry. It makes you get outside of your comfort zone every single day. It makes you grow, and it makes you learn things that you probably never would’ve thought.
But the feeling that you’re going to get right before going to bed every night is so worth it.
You’ll have a flashback of the family that said you were the highlight of their trip.
You’ll see the couple who stayed for the weekend and turned into your friends.
You’ll see the faces of the guests light up and smile when you brought their food to their table.
You’ll see people be happy. Because when you work in hospitality, you get to make magic with the little things.
You get to be behind the scenes of the most important moments in people’s lives.
The smallest act of kindness can turn around any situation and become extraordinary.
All it takes is enthusiasm and one step. Just one random act of kindness a day will go even further than you think.
And when you least expect it, you’ll notice how the world starts to look different.
You’ll go eat at restaurants on your days off and you’ll smile and talk to the kitchen staff on your way in, and you’ll thank them for the food on your way out.
You’ll be so much more grateful next time you stay at a hotel because you know the amount of effort behind every single detail.
You’ll become a much more appreciative person towards the world.
You’ll look for kindness more often than you do for anything else.
Because at the end of the day, working in hospitality opens doors for you in every way.
It opens the door to new perspectives, new friendships, new family members, new work opportunities, and a new you.
After a whole year, you’ll be Maria 2.0.
An updated version of yourself ready to take on new challenges because of what you learned by working in hospitality.
So don’t be afraid to start this journey. It’ll be filled with ups, and downs, and a few french fries in between.
You’ll see what I mean.
Open your heart and let people see who you are. That’s the key to getting into their hearts and reaching hospitality’s goal: to make people feel at home.
You’ve got this. Now, go and clock in!
Why Is Being An Immigrant A Superpower?
When I first came to the United States, whenever I said the word “tacos” people automatically turned to me and asked me, “Where are you from?”.
I guess the Mexican in me comes out whenever I’m talking about our food but, who can blame me right!?
I always proudly reply, “Oh! I’m from Mexico”.
As immigrants, we always have that moment when people see or hear something different about us and wonder where we’re from.
There have been plenty of times when the word “immigrant” made me feel like a fish out of the water. But over time, I came to learn that it’s something way more significant than a legal status.
Let me tell you why I’ve learned that being an immigrant is a superpower.
Our Roots Are Everything
Do you remember what it was like being a little kid? For me, it was being the oldest of five kids. I grew up playing Mom 2.0, teacher to my siblings and knowing that I was their example to follow.
I learned from a very early age that if I wanted to reach my dreams, I needed to go and get them myself.
Growing up in a Mexican household gave me all the tools that I needed to do so. I’m lucky to say that my parents are the reason why I am here today. They have always been a clear example of working hard and doing it while wearing your heart on your sleeve. They knew that I had big dreams. They never held me back and always pushed me forward.
For me, having a Mexican/Latino background has meant always remembering where I came from. It means it’s part of my story. It’s part of who I am and the way I do things.
That’s why roots are everything. They shape the person we are today. They are the reason why we stay strong even on our toughest days.
Our Fuel Never Runs Out
What’s your fuel?
What keeps you going?
What makes you get out of bed to go to work every day?
Your fuel could be making money, it could be your family, your dreams, your goals, you name it.
For an immigrant, it’s all that, plus being able to say, “I made it, the hard work has paid off.”
A call from your family, a memory, or a home-cooked meal can also be part of your fuel. A small but significant reminder of what makes us feel at home.
Your fuel is part of your superpower. It’s the push we need to remind ourselves to keep going and not give up.
We Work Hard and With Heart
As an immigrant, I’ve learned that working hard gets you places.
I’ve always thought that the world is far too big for it not to have exactly what you want. You just gotta keep looking.
But over the years, I’ve come to realize that hard work means nothing when you don’t go at it with your full heart. And what I mean is, doing things with love.
It may sound silly, I know, but if you do the smallest tasks of your job with passion, people around you will notice.
Immigrants, we learn to appreciate so much. We appreciate our country when we’re not there, and we see all the things that we might have taken for granted. We appreciate the country we’re in now and we have a new perspective on the world that we bring with us anywhere we go.
Being away from home is hard. There might be times when you just want to book the first flight back home. But we learn to carry our home in our hearts wherever we go and we get to share a little piece of it with everyone we meet.
Our ability to carry home in our hearts when we are far away makes us even stronger. That’s why our heart becomes part of our superpower. Because it’s filled with fuel that won’t run out.
There are countless stories about people coming to this country with a dollar in their pocket and a big dream. But there’s always something so powerful in them that makes them build not only a life, but a legacy to follow.
And if you ask me, that’s because being an immigrant was their superpower too.
Hospitality Means Finding Your Home Away From Home.
Ever since I was little, the word home, or in Spanish and how I remember it through my memories, “hogar”, meant feeling the most comfortable.
It simply meant feeling at peace and happy wherever I was. It was a feeling of comfort and security.
Growing up in Mexico, living in Canada, and now living in the US has made the meaning of what I call home even stronger.
I’ve come to find that it’s really not about the place, the country, or the neighborhood you find yourself in, but it’s about the people around you.
I was 18 years old when it hit me. I left what I called “mi hogar” for the first time and my perspective of the world was never the same again. It opened my eyes to so many different things, and one of them was how magical it felt to be away from home but to be able to feel at home.
Even though I was new to everything around me and felt out of my comfort zone most of the time, it was when I connected with people that I found that feeling. It felt almost like a warm hug from someone I knew.
For all of you who have ever lived anywhere else than where you grew up, I know you know exactly what I’m talking about.
It was that year that I decided I wanted to dive into the hospitality industry as more than just my career but as a lifestyle. I realized that “leaving home” was never about leaving an actual house but it was about leaving your memories, traditions, and people behind.
But then, hospitality came along and introduced itself to me.
I met people in the exact same situation I found myself in and I realized how we were all carrying the same luggage: the feeling of home.
That’s when I knew that the true magic of hospitality was people.
People are always telling a story, we just have to be willing to listen. We’re all carrying different versions of what home means to us, hoping to find people along the way to share that with.
We’re all connected through experiences, and that’s really what makes us want to come back to a place.
I bet you go back to your favorite coffee shop because the barista greets you by your name and asks about how your interview went the other day.
I bet you stay in the same hotel because the staff is from your country and they have a special treat for you every time you visit.
I bet you also go back to the same restaurant because the server makes you feel like you’re family.
That’s why the true magic of hospitality is finding a home wherever you go.
The world is waiting for you the moment you leave your home to introduce you to a different version of that place. And not because of the beautiful destinations you’ll find, but because of the people around you.
Hospitality is being able to find your home away from home.
Because feeling at home means finding people who become your home.
What Would Your “Oscars” Speech Be?
“And the Oscar goes toooooooooo (insert your name here)”.
As many of you know, the 95th Academy Awards were celebrated this last Sunday, and as I was comfortably watching them eating my popcorn, I couldn’t help but notice a pattern.
Every artist, producer, or writer who won an award would do one (or all) of these three things in their speech.
They thanked someone.
Everyone who got on stage to receive an award, thanked a family member, a special someone, and most importantly, their team.
I find it incredibly humbling when we recognize that we’re not a one-man show. There is always a group of people behind us playing part in everything we do. We accomplish more together.
Maybe it’s the coworker who always had your back, the one who pushed you to new limits, the boss that made you learn from your mistakes or the one person who didn’t really believe you could do it.
Because all of them, in one way or another, made you who you are today.
They recognized how long it took to get there.
We all know that “Rome wasn’t built in a day” right? For most people, winning an Oscar has been the culmination of years of hard work, sweat, and tears. It means that even when they had a smaller role in a movie or TV show, or when people didn’t know their names, they were on their way to something bigger.
Because they kept putting in the work.
Almost everyone got teary eyes when accepting the award because it meant their hard work paid off.
It meant that not giving up takes you places, even if it takes time.
Inspire someone else.
If you ask me, in the end, it doesn’t matter how many awards you may receive. What matters is how many people you were able to touch in your life. How many people might feel inspired by your story, your work, and your passion.
Anything we leave behind is what really matters.
Almost every artist mentioned someone who might have been an inspiration to them one day and now, they have become an inspiration for the rest of the world.
Because as I’m sitting here writing this, I’m thinking, what would I say in my speech?
Who would I thank?
What are the steps I would say I took in order for my dream to come true?
Who would I be able to inspire?
So bottom line is, I believe that whatever you’re working on or dreaming about right now, can come true.
The key is to put in the work even when we don’t feel like it.
Even if you can’t notice immediately, give it time. Give people time to find you.
And don’t give up.
Because you never know. You might be the next one to give your speech.
Why Does Working in Hospitality Change You as a Person?
I was going through my camera roll last night, and I found this picture.
Me and one of my ex-coworkers eating a slice of pizza, sitting on top of the racks before polishing all the glassware and going straight into dinner service. Before this picture, we were already around 8 hours deep into our shift. We had done brunch service and dealt with all the family gatherings, the bottomless mimosas, and the loud happy kids. I bet you can feel the pain in our feet now. We’ve all been there, right?
You might be thinking, “okay well why is she telling me all this?” Well my friend, because once you step into the back of the house of a restaurant or a hotel, you’re never going to be the same.
Working in this industry is like going to the eye doctor. You end up getting a new pair of glasses that allow you to see everything in a different way. You see a much more realistic and emphatic world out there. You see all the hard work, the sweat, the tears, and the laughs.
You start to notice all the things you didn’t when you were a customer sitting on the other side of the table. All the details, the smiles, the frowns, the excitement.
Working in this industry makes you have a strong set of skills, including being a team player, and at the same time, being a leader. Because let me tell you one thing, when you work in this industry you know for sure there are no two days the same. You never know what’s around the corner and how you’re going to have to come up with quick and practical solutions.
Your coworkers become your family, that’s another thing. They understand the way you look when you’re in the weeds and need some help without you even asking. They’re the only ones that know exactly how you’re feeling. You spend more time with them than with your actual family sometimes.
You also learn to appreciate your free time, and I mean any free time. Sometimes the only time that you get to be by yourself is when you go pee! Hospitality fellows, you won’t let me lie when I say that sometimes you can’t wait to have 2 minutes where you can just not think. You also probably forgot when was the last time you ate something, so you sneak a quick bite. Fries, chips, anything that’s quick and easy to grab because who are we kidding, we don’t have time to sit. Go go go! But hey, at least you don’t need to worry about working out because you’ve been running and on your feet all day!
Some people say this industry is overwhelming, and it is, but it is also the most gratifying industry I know. Yes, it can be exhausting to deal with people 24/7, but it can also be the best way to make someone’s day with the smallest detail. It’s an industry full of opportunities and challenges that are only going to make you a better person at the end of the day.
That’s why I think it’s good to have that “Oh, I worked busing tables at my first job” kind of experience. When you work anywhere in the Hospitality Industry, you understand so much of all the hard work that goes behind the scenes. And when you’re on the other side being a customer, you become so much more present, grateful, and respectful of everyone’s job.
I’m only 28 years old, but I’ve been working in this industry for as long as I can remember, and I wouldn’t change it for the world. It makes me want to do better, treat people kinder, and make them have a good time.
One of my college teachers once said to me: “Well you know, if you work in this industry you will always work while everyone else is having fun, on vacation, or enjoying a night out”, and boy, he was right.
But I’ve realized that if Hospitality is what you love to do, and your coworkers have become your family, you’ll always be having a good time too.
So to answer the question I wrote as the header for this article, yes, working in the Hospitality Industry changes you as a person. Because you understand how important it is to appreciate and be kind to others, simple as that.
We get to make magic while we work in this industry. Whether we bring someone’s favorite dish to their table, have a special arrangement waiting in their hotel room, or by turning someone’s wedding planning book into a reality. There’s magic in all these moments, magic that makes you wake up and go to work another day.
For all my fellow Hospitality workers out there, THANK YOU. Thank you for showing up to work and making the rest of us enjoy and experience. I appreciate you and can’t wait to serve you next time.
¿Por qué trabajar en hospitalidad te cambia como persona?
Ayer estaba revisando las fotos de mi cámara y me encontré con esta.
Una de mis ex compañeras de trabajo y yo comiendo una rebanada de pizza, sentadas en la parte superior de los estantes antes de pulir toda la cristalería e ir directamente al servicio de la cena. Antes de que nos tomaran esta foto, ya llevábamos alrededor de 8 horas en nuestro turno. Habíamos terminado el servicio de brunch y nos habíamos encargado de todas las reuniones familiares, las mimosas sin fondo y los niños ruidosos y felices. Te apuesto a que puedes sentir el dolor en nuestros pies en este momento. Todos hemos pasado por allí, ¿verdad?
Podrías estar pensando: "Okey, ¿por qué me está diciendo todo esto?" Bueno, amigo mío, porque una vez que entras en la parte trasera de un restaurante o un hotel, nunca volverás a ser el mismo.
Trabajar en esta industria es como ir al oftalmólogo. Terminas saliendo con un nuevo par de anteojos que te permiten ver todo de una manera diferente. Ves un mundo mucho más realista y empático allá afuera. Ves todo el trabajo duro, el sudor, las lágrimas y las risas.
Empiezas a notar todas las cosas que no notabas cuando eras un cliente sentado al otro lado de la mesa. Todos los detalles, las sonrisas, los ceños fruncidos, la emoción.
Trabajar en esta industria te hace tener un sólido conjunto de habilidades, que incluyen ser un jugador de equipo y, al mismo tiempo, ser un líder. Porque déjame decirte una cosa, cuando trabajas en esta industria sabes con certeza que no hay dos días iguales. Nunca se sabe lo que está a la vuelta de la esquina y cómo tendrás que encontrar soluciones rápidas y prácticas.
Tus compañeros de trabajo se convierten en tu familia, eso es otra cosa. Ellos entienden la forma en que te ves cuando estás en apuros y necesitas ayuda sin que se los pidas. Son los únicos que saben exactamente cómo te sientes. A veces pasas más tiempo con ellos que con tu familia en casa.
También aprendes a apreciar tu tiempo libre, y me refiero a cualquier tiempo libre. ¡A veces, el único momento en que puedes estar solo es cuando vas a al baño! Compañeros de hospitalidad, no me dejarán mentir cuando digo que a veces no puedes esperar para tener 2 minutos en los que simplemente puedes no pensar. Probablemente también olvidaste cuándo fue la última vez que comiste algo, por lo que buscas un bocado rápido. Papas fritas, chips, cualquier cosa que sea rápida y fácil de comer porque a quién engañamos, no tenemos tiempo para sentarnos. ¡Corre! ¡Corre! ¡Corre! Pero bueno, al menos no tienes que preocuparte por hacer ejercicio porque has estado corriendo y de pie todo el día.
Algunas personas dicen que esta industria es abrumadora, y lo es, pero también es la industria más gratificante que conozco. Sí, puede ser agotador tratar con personas las 24 horas del día, los 7 días de la semana, pero también puede ser la mejor manera de alegrarle el día a alguien con el más mínimo detalle. Es una industria llena de oportunidades y desafíos que solo nos convierten en una mejor persona al final del día.
Es por eso que creo que es bueno tener el tipo de experiencia de "Ah, trabajé limpiando mesas en mi primer trabajo". Cuando trabajas en cualquier parte de la industria hotelera, entiendes mucho de todo el arduo trabajo que hay detrás de escena. Y cuando estás del otro lado siendo un cliente, te vuelves mucho más presente, agradecido y respetuoso con el trabajo de todos.
Tengo 27 años, pero he trabajado en esta industria desde que tengo memoria, y no lo cambiaría por nada del mundo. Me hace querer ser mejor, tratar a las personas con más amabilidad y hacer que se diviertan.
Uno de mis profesores universitarios me dijo una vez: “Acuérdate que si trabajas en esta industria, siempre trabajarás mientras los demás se divierten, están de vacaciones o disfrutan de una noche de fiesta”, y vaya que tenía razón.
Pero me he dado cuenta de que si la Hospitalidad es lo que te gusta hacer, y tus compañeros de trabajo se han convertido en tu familia, siempre la pasarás bien.
Entonces, para responder a la pregunta que escribí como encabezado de este artículo, sí, trabajar en la industria hotelera te cambia como persona. Porque entiendes lo importante que es apreciar y ser amable con los demás, así de simple.
Nos toca hacer magia mientras trabajamos en esta industria. Ya sea que llevemos el platillo favorito de alguien a su mesa, tengamos un arreglo especial esperando en su habitación de hotel o hagamos realidad el libro de planificación de bodas de alguien. Hay magia en todos estos momentos, magia que te hace despertar e ir a trabajar otro día.
Para ti que también trabajas en hospitalidad, GRACIAS. Gracias por tu trabajo y por hacer que el resto de nosotros disfrutemos y experimentemos. ¡Te aprecio y espero me toque servirte la próxima!
The Secret Sauce For Recruiting In Hospitality
One of my favorite things about traveling is meeting people.
There's something special about getting to know someone who might live across the world from you but still, find out how similar you are. I love being able to relate to someone despite our differences. Because, at the end of the day, that’s what this industry is all about.
Think about it. Working in hospitality is receiving someone in your home. Your hotel, your restaurant, your coffee shop. You’re welcoming them and making them feel at home. And for people to be able to form that connection, they have to feel related. Related to the way they might look, how they speak, or related to their culture and experiences.
This is why diversity is such an important factor in hospitality.
If we set aside politics for a minute, diversity is simply advocating to give everyone an opportunity. And I’m not only referring to race or gender, there’s such a wide range of human backgrounds and values, such as religion, cultures and traditions, physical abilities, age, education, and experiences.
So why is diversity the secret sauce for recruitment in hospitality industries?
It all comes down to the nature of the industry. More than any other industry, hospitality involves global locations, and people from diverse cultures, backgrounds, and identities. It’s an industry that quite literally welcomes everyone.
It’s about inclusion. About making sure that everyone has the same opportunities to work and grow in their careers. The more diverse your business is, the more attractive your employer brand and the better your profitability.
There's no greater feeling when you're away from home than to find something or someone who reminds you of that place.
Someone who makes you feel represented.
We can begin to embrace diversity in its entirety during the hiring process. How we onboard candidates and make sure that we take the time to follow up and give them feedback. Our goal should be to find the best fit for every role because our customer service and experience depend on it.
Hospitality is a way to connect with people in many different ways. It's an industry where our differences can become strengths.
Let's make hospitality an all-inclusive industry.
Let’s make this our secret sauce.
So You Dropped A Tray.
Okay, picture this:
You’re on your way out of the kitchen with a tray full of trembling cappuccinos. The dining room is loud and filled with people, and the only thought in your head is: please God, don’t let me drop this.
Out of nowhere, your coworker rushes through the door and slightly bumps you. And ladies and gentlemen, it happens. You drop the tray full of cappuccinos and you burned yourself a little.
Before you have time to blink and see if anyone watched what happened, you see one coworker already sweeping the floor, another one starting the cappuccinos, and another one helping you up and handing you the tray.
If this sounds silly to you, you’ve probably never had to do it before because that was one of my biggest fears when I started my first job in the hospitality industry.
I remember I was terrified of the thought of “messing up” and making myself look bad or inexperienced. But the way my coworkers reacted, made me realize that when you work in hospitality, you’re not a one-man show. You’re part of a team.
Or at least, that’s how it should be.
See, dropping the tray means embracing the fact that we can’t control everything.
It means that it’s okay to make mistakes as long as you keep trying. Because let me tell you something, nobody was born good at everything. It takes practice.
Dropping the tray also means staying grounded. We can get so caught up in the chaos and adrenaline of the moment that we forget to remember that there’s always a way to solve things. My worst-case scenario happened and everything was still fine. It actually made me more confident the next time I was carrying a tray full of food and drinks because I knew exactly what I was doing.
Little things like this happen on a day-to-day basis in this industry to remind us that we’re here to make people happy, to make them have a good time.
It’s not really about perfection, or not making any mistakes. It’s about our attitude and how we deal with unexpected events.
We could make a list of things that could go wrong when you work in hospitality. But the thing is, working in this industry will let you see a different side of yourself. It’ll make you do things that you’ve never done before, things that scare you, or simply things that seem too far away from your comfort zone.
Dropping a tray is also why, when you’re sitting as a guest somewhere else, you’ll have so much more compassion and appreciation for people working behind the scenes.
Because you understand that after all, it’s not a big deal.
We might not be able to control dropping a tray, but we sure can control how we get it back up.
So carry that tray with confidence. The worst thing that can happen is not so bad after all!
What The Hospitality Industry Doesn’t Tell You About The Holiday Season
This is me and one of my ex-coworkers, Mauricio. He is one of the people who I now consider my family thanks to this industry. We were about to step out into service during Thanksgiving time. Can you hear the people in the room, the kids, and the kitchen orders at the same time? Ready? Set, go!
Before you start packing your bags to leave for your holiday vacation or making a reservation at that restaurant you’ve been dreaming of, let me let you in a little secret.
Us hospitality people, we make miracles happen.
Whether it’s working a double or triple shift, filling in different positions, flying the plane that's taking you home to your loved ones, or cooking your favorite meal. We make it happen.
The thing is, part of working in this industry means making magic happen every day. But during the holiday season, it’s like we become The Avengers or something.
You see, during this season the hospitality industry suffers the most because we’re understaffed. Why is that? Because we want to spend the holidays with our families and loved ones too. Managers take on the daunting task of trying to figure out a schedule that works both for the company and the employees' lives.
And we’re not complaining. We knew what we signed up for when we decided to work in this industry. Because as exhausting as it can be, it is equally as rewarding.
Being able to bring people together is what we're here for. To make you go back home with the best memories.
While you’re sitting down having Thanksgiving dinner with your family, we’re back in the kitchen eating a quick bite or a bag of chips. With our family. Our work family.
While you’re on the plane waiting to see your loved ones, there are people who will be traveling the whole day unable to see theirs.
While you’re relaxing in that gorgeous hotel room, we’re making sure there’s nothing missing for you and your memorable experience.
That’s part of the reason why we’re able to make magic happen during this holiday season. Because of the people around us.
We get to spend this special time with them and it makes us feel at home. Because even if we’re far away from our loved ones, this industry rewards us with people who become family.
At the end of the day, part of the beauty of this industry and the holiday season, it’s that it’s all about connection. About feeling the warmth from the people around you. About making someone else feel good.
This holiday season, keep in mind that there’s always someone in the back of the house making things happen for you.
Smile as often as you can to us.
Say “thank you” anytime you can. Appreciation during this time of the year goes a long way.
Little things are suddenly not so little when they come straight from your heart.
Because what the hospitality industry doesn’t tell you about the holiday season is that we wish we were at home.
So this holiday season, let’s all make magic happen. You while on vacation, and us working.
Let’s make each other feel at home. Doesn’t matter where we are.
To all my hospitality fellows who are working behind the scenes, THANK YOU.
We see you, we appreciate you, and we’ve got your back.
This Is Your Sign To Get Out Of Your Comfort Zone
You know when you want to download an App on your phone, or you’re looking to send out that funny new Emoji, and your phone pops out a notification saying that you need the next software update to do that?
Well, I’m here to tell you that we all need software updates. Just like our phones do.
When that little notification pops out saying you need an update you might be the kind of person to ignore it until it comes back again, or if you’re anything like me, you rather do it at the moment and get rid of that little red dot on your screen.
Either way, you’ll end up doing it because you’ll need it for whatever you want to do next with your phone.
In real life, I think the universe is smart enough to send us notifications telling us it’s time for our update. They can come up in any shape or form. They can be a new job, an interview, the end of the lease on your apartment, getting a dog, trying a new coffee place, taking a different route to work, and so many more.
My point is, these notifications are different for everybody. They’re gonna come up depending on what you need. What you’re looking for. The funny thing is that most of the time, we don’t even notice them because we think we’re doing fine just where we are. We’re thinking we don’t need a change or an update just yet. We’re chillin’ in our comfort zone.
You see, a lot of people talk about getting out of your comfort zone like it was an easy thing to do.
It’s really not.
We call it comfort zone for a reason. Because we’re happy, relaxed, comfortable, and secure in many ways. Who wants to get out of their couch on a Sunday morning to go grocery shopping? Probably no one! But we get out of the couch because we need to.
The same thing happens with bigger scenarios.
Stepping outside of your comfort zone represents the unknown. The pool of possibilities that the universe has to offer. But it also represents all the changes that we need to do to ourselves to go get them.
Stepping out of your comfort zone makes you question who you are. It tests you. It makes you grow in ways you didn’t imagine you’d grow. It makes you have a strong foundation of values, ideas, and dreams in order to keep moving forward.
And of course, for many of us, it represents fear.
The way I look at it, I rather say “I’m excited for what’s to come” than say “I’m scared of what could happen”. Because fear is nothing but a choice we make.
The first time that I realized this was a real thing was when I left to live in Canada for a year at 18 years old. I remember stepping on the plane (by myself for the very first time!) and a huge part of me wanted to run back towards my parents waving at me. My safe place, my comfort zone. But I knew that I could turn that feeling around and become a more independent version of myself.
That year in Canada ended up being one of the best years of my life. In a lot of ways, it made me who I am today, and it was only because I decided to click on that notification life sent me and get an update. See, I needed all the experiences and people that I met there for everything that came after that in my life.
Getting out of our comfort zones represents becoming a better version of ourselves. It prepares us for the next chapter. For what’s to come.
Your phone lets you do amazing new things once you update it right? Well, life does the same for us.
Next time you feel you got a notification to upgrade yourself, don’t leave it for later. Don’t say “not yet”.
There’s always a greater version of yourself waiting for you.
Right outside of your comfort zone.
Immigration? More Like Power Nation.
As an immigrant, I’ve learned that working hard gets you places. Being determined and having a drive towards your passion will lead you to your goals. Coming from Mexico, I knew I wanted to do more. To learn more. To grow and be able to contribute and leave a mark.
“Why do you want to leave your country?” “Aren’t you going to miss your family?” “What if it doesn’t work out?”
These are all questions that I’ve heard before. And let me tell you, it is hard. It’s hard to leave your home and start a life in a different country. It can be scary and nerve-wracking but to me, it always represented hope. Moving to the US meant getting out of my comfort zone and challenging myself.
I’ve learned that whatever it is that you want, it’s out there. Whether it’s a job, a feeling, a person, a house, a trip, a dream, you name it. You just have to want it enough to go get it.
And that’s what happened to me. I came here in 2019 to work for one of the best hotels in the world, and I thought to myself, “it can only get better from here”.
I’ll be forever grateful to this country for all the opportunities that it represents, but let’s not forget that immigration fuels the economy.
Let me share with you some statistics and different articles I've found that talk about the contributions of immigration to this country.
An article published by The Center on Budget and Policy Priorities in 2019, states that immigrants work usually at high rates and make up more than a third of the workforce in some industries.
About 22% or more than one in five workers, employed in the state's art, entertainment, accommodation, and food service industries are immigrants, according to the U.S. Census Bureau. And at some individual businesses, the ratio is much higher.
Immigrants make up 13% of the U.S. population, and account for 31% of hotel workers and 22% of food service workers, according to the census. Immigrant entrepreneurs comprise 43% of owners of small hotels and motels and 37% of small restaurant owners.
When immigrants enter the labor force, they increase the productive capacity of the economy and raise GDP. Their incomes rise, but so do those of natives. It’s a phenomenon dubbed the “immigration surplus,” and while a small share of additional GDP accrues to natives — typically 0.2 to 0.4 percent — it still amounts to $36 to $72 billion per year.
In addition, immigrants grease the wheels of the labor market by flowing into industries and areas where there is a relative need for workers.
Immigrants are more likely to move than natives, and by relieving these bottlenecks to expansion, immigrants increase the speed limit of the economy.
In addition, the rise in high-skilled immigration has been linked to innovation, specifically to higher patenting rates among immigrants. Interestingly, greater innovation among immigrants appears to boost it among natives, too. (Pia Orrenius, 2016).
At the end of the day, immigration is about opening doors. To new people, cultures, ideas, looks, and traditions. It's about being inclusive and learning from one another.
Working in a team where there are different nationalities and perspectives can only lead to a more creative and inclusive work environment. One where different stories collide and become a more powerful voice for any company.
Let’s make our differences become our strengths.
References:
Benefits of Immigration outweigh the cost. Pia Orrenius. 2016. The Catalyst.
3 Things Your Mom Told You That Don’t Apply in Hospitality
Picture this.
You’re 17 years old and you’re about to go out with your friends. Right when you’re coming down the stairs you hear your mom say “Don’t forget your jacket! It’s gonna be cold!”. You whisper a short “uuuuuugh” but you turn back to grab one.
Well, we all know that she was right.
There are 3 things though, that I’m pretty sure our moms have said to us before and that don’t necessarily apply in the world of hospitality.
Here we go.
“Don’t talk to strangers.”
When we’re kids, it makes sense that we’re told not to talk to strangers right? Strangers represented danger.
But as we grow up, we learn that strangers represent new friends, partners, bosses, investors, etc.
In hospitality (as in pretty much any other industry) we all begin as strangers. It’s a clean slate for you and for everyone you’ll meet.
You see, meeting strangers has amazing power. The power of connecting and finding out how much we’re all alike. How we all go through struggles, ups, and downs, and how we somehow always end up meeting the right people.
The truth is, when it comes to working in hospitality, talk to as many strangers as you can!
Ask more questions and dig a little deeper.
Find out why your guest looks upset, why your coworker got in late, or why your boss seems to be having a bad day.
We’re always one conversation away from being strangers to becoming friends.
“Don’t go too far, okay?”
This one is a classic.
Your mom probably said this one to you while you were riding your bicycle for the first time and you wanted to feel independent and free. Or maybe it was when you just got your license and were driving the car with your friends exploring the city for the first time.
I know that moms say this with the purest love because they want to protect us. “Going too far” when we were little represented, again, danger. The unknown.
But when you work in hospitality, make sure you go as far as you can. Go for that scholarship, go for that dream job, go for that new adventure in a different country.
And once you’re there, go the extra mile. For yourself and the people around you. Maybe it’s you learning more about a dish so you can present it better to the guest. Maybe it’s you learning a few words in a different language so you can speak to your new coworker. Maybe it’s simply smiling more often.
Working in hospitality gives you the chance to go as far as you can every single day.
It’s up to you how far you wanna go.
“What part of no don’t you understand?”
I get it. When we’re kids, we always wanna have it our way. We want the newest toy, we want to play all day and eat cake instead of veggies.
Not getting what we want teaches us that things don’t always go our way. And that’s okay. That’s simply the way life works. But when we grow up, we learn that rejection is a re-direction.
You didn’t get the job you wanted because it turned out you needed to move to meet your spouse. Or maybe you had to go through some “nos” to get the one “yes” of somebody who believed in you.
When we hear the word “no” as an answer, it doesn’t mean it’s the end of the road. It simply means we’re on the wrong one.
That’s why I learned that every time I experienced a rejection for a project, a job, or an opportunity, it simply meant I had to make a left instead of making a right.
And guess what? The right things have always found me.
So remember, if you work in hospitality:
Talk to as many strangers as you can, go as far as you want to go, and know that a “no” for an answer is always a re-direction.
“What Does Hospitality Mean To You?”
You know when it’s the first day of college and teachers ask you why chose your career? Well, when they asked me, “What does hospitality mean to you”? the first thing I thought was that it meant making anyone and everyone feel at home. Making people feel welcomed, and being able to create an experience for them. It meant turning someone’s dreams into reality.
That’s one of the reasons why hospitality caught my eye when I was choosing my career. I’ve always been interested in a ton of different stuff, but I felt like hospitality had it all. It wasn’t like I was studying for a test or to get a good grade, I learned things that excited me and inspired me. It was like reading a magazine or my favorite book! I got into it because it was my passion. And once I stepped into “the real world” and worked in a hospitality business, I realized I made the right choice.
So back to my answer to the question, it’s crazy how even today (8 years later), that definition has stayed the same to me. If anything, it has made it more real than ever.
I’ve come to learn that the true meaning of hospitality is being kind. Being emphatic. And I’m not only talking about being kind towards the guests and customers, I’m talking about being kind to everyone we meet.
No matter where you work in hospitality, you’ll soon realize that teamwork is really one of the keys to success. It’s like we’re all pieces of one big puzzle. Try doing a puzzle without a couple of pieces. Not the same right? Without one another, we wouldn’t be able to get the same result: creating the best experience for the guest.
A kitchen won’t get to present beautiful and delicious dishes to the guests when there are no clean plates or silverware. Dishwashers don’t have anything to clean if servers and bussers don’t bring everything to them in a timely manner. Service is not gonna run well without a manager or a host leading the pace and making sure people are accommodated. Customers might not come back if their server didn’t provide great service and made sure they had a good time.
See what I mean? There’s beauty in a smooth, well-run service. And believe me, I know that no service can be perfect, but when you work like a well-oiled machine, you can solve any problems that come your way. Teamwork really makes the dream work.
Working in hospitality also means paying attention. To details. To the people around you. To reading the atmosphere and someone’s body language. It means anticipating someone’s needs. It means making magic with the little things.
As many of you in this industry might know, attitude is contagious. How you greet your coworkers and the people around you. How you set the tables and prep for your shift. How you smile and get to know your guest. It all matters.
When you’re on the other side of the table being a customer or a guest somewhere else, you notice all these things. You become more mindful of the process and the effort that it takes to create a great experience.
Working in hospitality makes you step into someone else’s shoes for a minute and understand their perspective. It reminds you that we’re all human. We might be having a bad day, we might be stressed, or sad, or we might be celebrating a special occasion. The thing is, you never know the story behind a person. The story behind your coworker, your boss, or your guest.
That’s why this industry has taught me that being kind is the key to connecting with people. Being kind has the power to turn around someone’s day. It doesn’t matter where you work, what you do, or if you had any previous experience. What matters is your passion for what you do and how you treat people. Every other skill can be learned, but wearing your heart on your sleeve comes naturally.
More than an industry, hospitality to me it’s an attitude. A feeling.
A feeling of being home.
Bartenders, The Hidden Gems of The Show.
“Bartender, the usual”, “Make it special”, “Wow, this is my new favorite drink”. Have you ever said one of these to a bartender before? Because I have.
Amy once made the best espresso martini I’ve ever had, and I’d like to share a little bit of her story and tell you why bartenders are the hidden gems of the show.
Meet Amy. She’s been bartending for over 20 years in many different styles of bars. You wanna know how she started? She fell into it by accident! Who would’ve thought that years later she would become a professional and passionate bartender?
She was helping at a bar and grill casino and she would ask bartenders what was the difference in spirits, flavor profiles, etc. To her surprise, most of them had no idea, so she decided to teach herself to be able to answer those questions. She "lied" and said she had the experience but hey, we all learn how to swim when we get thrown in the water right? And as many of us have done it before, she decided to go for it and applied for a bartender position.
“When you pour drinks, you have the opportunity to tell a story using another person’s art. You're starting a journey of history, geography, agriculture, chemistry, flavor, and creativity just to name a few. You get to share your passion with a person you never speak to and thousands that you do. Bartenders get to be on stage every night and I’m so lucky to be part of the show.”
Amy also shared four things that she considers the most rewarding part of being a bartender, and here they are.
“The first is actually seeing something that you created on a cocktail menu. The second one is the opportunity you get to not only interact with the guest but also to introduce them to something they have never tried before. Opening their eyes to different wines, and spirits. Crafting something that they can’t get anywhere else. The third one is working with the servers and the rest of the team. I like to be able to give them something extra that they can share with their guests and have the opportunity to not only make more money but to talk about something interesting tableside. And finally, the fourth one is playing off other bartenders and getting to experiment.”
This is why bartenders are the hidden gems of the show. When you go out and order a drink, there’s a person behind it who thought of the best way to make you happy with it. They want to surprise you, delight you, and make you love the drink.
There’s art in mixology. In crafting a beverage that is going to not only taste delicious but it’s going to compliment your meal.
It’s all teamwork. We’re all part of the show. Chefs, cooks, servers, bartenders, sommeliers, hosts, dishwashers, and bussers. We all come together to create the best experience for you.
“The hardest challenge for me personally, is trying to get people to stop ordering canned seltzer at a bar. You have a full bar, have fun! It’s like going to a fine dining restaurant and ordering chicken fingers.”
Amy, you couldn't have said it better.
Next time you go out, think about the person that’s behind the bar. Try something different. Ask them questions.
And, don’t order “chicken fingers”!