The idea of hotel school sounds like a fun vacation, but it’s not all lounging under a plush duvet and taking exams by a pool. Sure, students at hotel and hospitality schools around the world might take a wine-tasting class or two, but they also learn how to run a successful business, delight customers, and work collaboratively with people from diverse backgrounds.
We asked hotel school graduates to share their most valuable takeaways from class so you can get a taste of the curriculum without enrolling.
“The Customer Is Always Right” Isn’t Just a Cliché
Talia Kairouz, a Travel, Wine, and Spirits Associate Account Executive at the public relations firm BPCM and graduate of the Cornell School of Hotel Administration, says that although this phrase is often used in customer-facing roles, it applies to every aspect of hospitality. “It’s about being solution-oriented and proactive in resolving challenges,” she says. “Whether you’re addressing a guest’s concern or tackling internal obstacles, thinking with a customer-first mentality pushes me to find creative solutions.”
Anticipate Others’ Needs as Much as Possible
“Hospitality is best when you understand what a guest might enjoy or need before they even think about it, and you can fulfill their needs and desires in advance,” says Betsy Ball, Co-Founder and Partner at Euro Travel Coach, who has a BA in Hotel, Motel and Restaurant Management from Michigan State University.
Emotional Intelligence (EI) Is Essential
“The ability to navigate one’s own and other’s emotional states is the golden key to
hospitality,” says Lourée Elena Maya, founder of Imaginaria Events. She holds a Master’s degree in International Hotel and Tourism Management from the Oxford School of Hospitality. “Learning to identify, process, and respond to one’s own and others’ emotions through verbal and non-verbal cues yields more impactful leadership, enhanced service, amelioration of emotional labor, and improved retention,” she says.
Experiences are Valuable
Ashley Herrick, Catering & Conference Services Manager at Henderson Beach Resort and graduate of the Master’s program of Hospitality Entrepreneurship at Florida State University, says, “A hotel is not just about a bed, a restaurant, or the four walls surrounding it.” Even a beautiful hotel can be forgettable because “the experience a hotel provides from the moment you walk in the door can keep guests returning,” she says. Herrick especially saw how true this was after the COVID-19 pandemic. “During that time, most people had a bed, a meal, and a roof over their heads, yet they still craved the unique experience that only a hotel can provide,” she says. The experiential side of a hotel stay often depends on the staff’s dedication to delighting their guests.
Lead with Kindness
Emily Guarin, Senior Account Executive at PR firm Bon Communications and graduate of the Cornell School of Hotel Administration, learned that small gestures can go a long way as a hospitality worker. “You never know what kind of day someone is having, especially in the service industry. Remembering someone’s name, saying hello, or simply smiling and waving as you walk past each other can make someone feel seen and appreciated,” she says. She makes a point to know her coworker’s full names, one hobby they love, and the names and ages of their children, if applicable. “People will always remember how you treated them; that can be an asset, or it can come back to haunt you later in life. Always choose kindness,” she says.
Be Prepared for Change
Hospitality evolves with shifts in guest preferences, technology, and global trends, says Kairouz. “My education emphasized that success hinges on the ability to anticipate change, embrace new solutions, and adapt service while maintaining authentic human connections,” she says.
Experience Is the Best Teacher
Christophe Baraton, General Manager at Shutters on the Beach in Santa Monica, California, attended hospitality school in France, where he appreciated learning from real-world experiences. “All of my professors were highly regarded professionals from the industry, and their expertise and passion for the field offered a unique and authentic education,” he says. The emphasis on practical experience over theoretical knowledge helped “bridge the gap between classroom learning and actual industry practices,” he says.
It’s Not Always What You Know but Who You Know
“The hospitality industry is small, and you will cross paths with classmates or mutual friends throughout your career,” says Mark Kessler, President & COO of Kessler Collection Design and Development and a Cornell School of Hotel Administration grad. He learned that staying in touch with classmates could provide valuable future career opportunities and opportunities to help others.
