What They Don’t Teach You In The Hospitality Program In College

The curriculum is set with rigid guidelines. Perhaps so rigid the professors have to oblige even when they want to rebel. Unless you find a professor who cares, in which case, you hit the jackpot of learning excellence in what truly makes the hospitality industry hospitable. In this story, I’ll touch base on the things not taught yet that are vital to true success in the outside walls of the classroom.

Self-awareness, emotional intelligence, compassion, grace, optimization techniques, and creative expansions, are among a few topics I think could benefit us in learning how to be hospitable. We are taught how to deliver hospitality at a surface level. Yet miss the root of what it means to be hospitable for others when we aren’t aware of how to do so for ourselves. Sure, you learn what tourism trends look like, what data to follow, and how to put systems in place. Yes, there is education on the history of hospitality in service to others and what models to follow. However, how to overcome a confrontation and self-regulate in the moment with a team member or a guest, was not included in the curriculum. I often question it to this day. Why aren’t we teaching others this in the hospitality industry? We are not truly capable of authentic hospitality if we do not know who we are as a person.

“Self-awareness is half the battle”, is what I always say. College days are long gone, and you found yourself in a profound role at a prestigious resort, perhaps you feel like you’ve made it. Congratulations. A few years go by, you become succumbed to their leadership to the point you do not understand why you are reacting the way you do. You think, “This is normal behavior, why quit now, it’ll be the same somewhere else.” Your self-awareness in the story is that you do not enjoy your job. This is step one in self-awareness.

Let’s flip the script here for a moment. You are leading your team to become great hosts in your establishment. You lead with company protocols and procedures because you also have a guideline to follow and a boss to report to. You notice in your meetings that there is no productivity, lack of engagement, etc. Great, another moment of awareness.

Let’s flip it once more. Your team is performing the best way they know how given they aren’t actively engaged with your lead based on how you are being treated by your boss. Your team now has their opinions of how they feel in their role. Your team now has to serve your guests based on the lack of commitment, to the company that promised to help them grow as employees. Your team is trying their best but could be thinking how you first felt in that job you once left. Your guests could be experiencing this same energy.

Step 1: Self-awareness is half the battle, check.

Here comes emotional intelligence to spice things up. Here’s the thing, this one may be the second easiest lesson to tap into, but you have to listen to what the emotion is vs the intelligence. In the scenario from before, emotional intelligence is knowing that you didn’t feel good about x,z,y. The intelligent part is listening to it and figuring out the why. What were those moments trying to show you? What could you have learned to do differently? What to acknowledge in those moments to improve everyone's experience. The other side of emotional intelligence is knowing that you take responsibility for yourself first. Perhaps it’s bringing these types of conversations and or perspectives to others for the change you wish to see. It does not matter which perspective you choose to relate to in this story, the old version of you, the team you lead, or the guest who you serve, they all provide moments to tap into your emotional intelligence. If you listen long enough, you may just realize you have a solution to help everyone, if nonetheless, to help yourself.

Step 2: Emotional intelligence, check.

The company has systems, protocols, and things in place to help the business function. In college, they don’t teach you how to choose the best systems for the team. They don’t teach you how to problem solve by bringing big ideas to the table and hold compassion for others when they make a mistake. These topics feel taboo. They may be taboo to teach in a curriculum, but I can guarantee that you will learn these life skills on the job. You may learn the hard way, but you will learn. You will know how you wish to be treated by others by learning how to tap into these topics. And until you do learn how to respect these topics and bring them into conversation, remember to give yourself grace.

Step 3: Lead the future of hospitality leaders into success outside the college walls.