Editor’s note: For the third consecutive Global Meetings Industry Day, ALHI thanks the industry professionals for their tireless contributions to providing memorable moments for meeting attendees and hotel and resort guests. They demonstrate daily the power of face to face and are a testament to why the meeting, event and hospitality industry prospers. Meet these hospitality professionals from ALHI member hotels and resorts.
Dylan Buckner, Valet Attendant, The Tennessean
Years in the hospitality industry: 3.
What do you enjoy most about your job? The people. Every guest who pulls up to the front drive gives me the opportunity to have great conversations and extend Southern hospitality and set the tone for their entire stay. I enjoy offering a helping hand, whether that’s assisting with luggage after a long day of travel or taking a moment to connect through conversation. Above all, I want our guests to feel truly appreciated. They could have chosen anywhere to stay, and the fact that they chose us at The Tennessean means something to me.
What’s one thing guests don’t realize about the work you do? One thing guests may not always realize is how much goes on behind the scenes to ensure their arrival and departure feel effortless. As a valet and bellman, we’re constantly coordinating! We are managing the flow of vehicles, assisting guests with luggage, offering our shuttle services, all while keeping a close eye on timing. It’s truly a team effort to make sure every guest is assisted promptly and safely. It’s a fast-paced role, but no matter how busy it gets, we always take the time to make each guest feel welcomed and that they are a priority!
Advice for someone considering a career in hospitality. My advice to anyone considering a career in hospitality is you must truly love people and take pride in what you do. This line of work is all about connection, so being open, approachable and willing to engage with others is essential. If you show up with a positive attitude and a willingness to serve, you can make someone feel welcomed and right at home. At the end of the day, that’s what hospitality is all about!
Collin Clemons, Executive Chef, The DeSoto
Years in the hospitality industry: 21 Years. I started my first hotel job in the fall of 2005.
What do you enjoy most about your job? I enjoy being able to make someone's day. Sometimes it takes something very little but within our power to make happen. It can be as simple as getting someone a glass of water. Often it takes just taking the time to listen, empathize and care.
What’s one thing guests don’t realize about the work you do? There is a lot of math involved, especially from the banquet side of things. We're feeding 100 people and each person gets a 4-ounce portion of something that we get 80% yield out of. That means we need at least 32 pounds of that thing to have enough to be successful.
Advice for someone considering a career in hospitality. The great thing about working in hospitality is that it can take you nearly anywhere you want to go. There are restaurants and hotels everywhere and I've found it very rewarding moving to new places and experiencing new cultures and new cities. Hospitality is a demanding career path that requires long hours, hard work, nights, weekends and holidays. But the community of people you encounter and work with will become closer than family.
Connie Forbin, Captain at The French Room, The Adolphus Hotel
Years in the hospitality industry: I have been with The Adolphus for 40 wonderful years, first starting at the hotel on May 31, 1985. In total, I’ve spent over 48 years in this industry. It has been the journey of a lifetime. I went from being told I’d "never work" in The French Room because of the traditions of the time to eventually becoming its first female captain.
What do you enjoy most about your job? I stopped calling it "work" a long time ago; I call it my "purpose." What I enjoy most is the reciprocity of service. I love walking into that beautiful room—which still looks like the Sistine Chapel to me—and creating an experience where guests feel seen and cared for. There is nothing quite like the feeling of a guest arriving as a stranger and leaving with a hug, or a child clinging to my leg because they don’t want to leave the magic of The French Room.
What’s one thing guests don’t realize about the work you do? Guests may notice the white tablecloths and beautiful tea displays, but they don’t always realize that true hospitality is an invisible art of anticipation. Service is felt rather than seen. If I am doing my job perfectly, the guest feels completely at ease without ever having to wonder where I am or what comes next.
Advice for someone considering a career in hospitality. Hospitality is an affair of the heart, and to truly touch the mind of a guest, the service must come from within you. Learn the "human touch"—remember names, offer a sincere smile, and always ask yourself what you can do to make the experience better. If you treat your role as a purpose rather than a task, you will never work a day in your life.
Mike Gurga, Vice President of Extreme Flight Simulation, Hotel Polaris
Years in the hospitality industry: True actual hospitality for seven years since cofounding Extreme Flight Simulation, Inc. Prior to this, worked in various roles that were customer service and account management focused. So over 25 years.
What do you enjoy most about your job? At Hotel Polaris, one of the most rewarding parts of what we do is seeing the joy that aviation brings to our guests. Our Extreme Flight Simulators let people from all walks of life step into the cockpit – whether it’s a retired pilot reliving memories from the flight deck or a young guest experiencing the thrill of flying for the very first time. Those “wow” moments, the smiles and laughter, are what make it so special. Even more meaningful is that many of our team members started out as guests themselves. They loved the experience so much that they wanted to be part of the team, helping create those same unforgettable memories for others. We also love mentoring the younger members of our team – watching them grow their aviation knowledge, build confidence and develop skills they’ll carry with them long after their time here. It’s a reminder that Hotel Polaris isn’t just about amazing experiences; it’s about the people who make them possible.
What’s one thing guests don’t realize about the work you do? Our Extreme Flight Simulators were founded on a simple principle: inspiring the next generation of aviators. Many guests come in just looking for a fun and unique experience, but our mission goes deeper than entertainment. By stepping into the flight deck of a modern airliner, flipping switches, starting engines and seeing how a cockpit truly operates, guests get a hands-on taste of aviation that’s hard to find anywhere else. For younger visitors, it can spark curiosity, excitement and maybe even the first step toward a career in aviation.
Advice for someone considering a career in hospitality. Focus on developing strong people skills and mastering the art of the guest experience. Hospitality is all about creating memorable moments for others—listening, anticipating needs, and making every guest feel welcomed and valued. Technical skills can be taught, but the ability to genuinely connect with people and deliver great service will set you apart.
Jonathan Hewitt, Director of Events Operations, The Langham, London
Years in the hospitality industry: I began my journey within the hospitality industry 17 years ago, working as an events waiter in my home city of Newcastle Upon Tyne.
What do you enjoy most about your job? The success of our team relies on so many teams pulling in the same direction to achieve a common goal. Whether it be sales and marketing, kitchens, housekeeping, back of house, and indeed events operations, so many areas have the opportunity to create a lasting impact for our event clients. It’s this sense of pulling together, comradery and post event satisfaction that I most enjoy, when we’ve collectively planned and delivered something memorable for our guests.
What’s one thing guests don’t realize about the work you do? There’s a great deal of planning and preparation that goes into what we do. With that being said, many don’t realize but as event operations leaders, we are also professional ‘problem-erasers’; whether that be a missing supplier, menu crisis or an audio-visual mishap. Our guests get to see the final product; polished silverware, perfectly timed music and a calm event manager stood calmly nearby, yet the smoother the event feels to our guests, the more ‘controlled chaos’ is happening behind the scenes. I once heard this being referred to as the “Swan Effect”, elegant and graceful above water while paddling like mad underneath!
Advice for someone considering a career in hospitality. Our industry is fast-paced and demanding, yet highly rewarding. Many in our industry often will talk about their “work-family,” referring to colleagues they may see more of than their own family! As is the case with many other industries, what you put in is what you get out, with hard work therefore necessary to hone your skills and succeed. Wherever I’ve worked, regardless of role and title, all colleagues have been afforded the opportunity to improve and express themselves, all with the guests at the forefront of what they do. It is this genuine mutual excitement to leave a lasting impression or ‘build great memories’ for our guests that I believe sets us apart from other industries.
Bill Hill, Convention Center Executive Chef, The Coeur D’Alene Resort
Years in the hospitality industry: 40.
What do you enjoy most about your job? After 40 years in banquet kitchens, what I still love most is seeing months of planning and hours of hard work come together in one beautiful moment when the guests walk in and everything just feels right.
What’s one thing guests don’t realize about the work you do? Guests usually only see the finished plate and the beautiful room, but they don’t realize the amount of prep, coordination, last-minute adjustments and teamwork it takes behind the scenes to make it all look effortless.
Advice for someone considering a career in hospitality. My advice is to be ready to work hard, stay humble, learn from everyone around you and truly care about people because hospitality will give back everything you put into it.
Youssef Koureih, Senior Banquet Manager, Almanac Palais Vienna
Years in the hospitality industry: I joined the industry in 2008. For the last 10 years, I’m working in the banqueting department, from my perspective the most complex F&B department and I would not want it any other way.
What do you enjoy most about your job? The end result once the event is over. Seeing how all the puzzle pieces came together and getting rewarded with the reaction from the guest is the most rewarding thing. On the one hand we handle “routine” events: two coffee breaks and lunch and on the other hand we organize the most complex set ups with permanent service upfront and very unique product reveals right next to you. In the end, every event tells its own story.
What’s one thing guests don’t realize about the work you do? All the preparation in advance which is needed to make the event a success – 65% of my job is all about preparing, planning, organizing. The guests don’t see all the communication and exchange with other departments prior to their event. It is the most crucial part where no detail can be missed out. It is our job to understand the event from A to Z and get a 360-degree view. Once everything is set as requested by the client, the event feels like a cool summer breeze: smooth and easy.
Advice for someone considering a career in hospitality. Be patient. As a banquet manager you have to be a calming presence and remain relaxed at all times. The guests are often under a lot of pressure and feel excited and nervous at the same time, so it’s important to project calmness and patience. Be a team player. We act as the interface between the operational team, the management and the guests. You’re never alone in hospitality – it is very team driven dynamic. Whenever you need a helping hand, the team is here to support. This makes life much more easier, but also shows a great spirit to the client.
Kara Lee, Director of Front Office, Lotte Hotel Seattle
Years in the hospitality industry: 12.
What do you enjoy most about your job? The pace and variety. Hospitality is a 24/7 operation, and no two days are the same. It keeps you engaged and you’re constantly adapting and finding ways to elevate the guest experience in real time.
What’s one thing guests don’t realize about the work you do? How much happens behind the scenes to make everything feel effortless. From coordinating across departments to anticipating needs before they arise, there’s a lot of unseen work that goes into creating a seamless stay.
Advice for someone considering a career in hospitality. Start in a role that gives you broad exposure, like the front desk. You’ll gain a strong foundation in both operations and guest experience. Focus on building strong communication and people skills, and stay adaptable, positive and resilient. Those qualities will take you far in this industry.
Pablo Lorenzo, Cat-Tails Pool Bar & Grille Server, Rosen Shingle Creek
Years in the hospitality industry: I’ve been with Rosen Hotels for over four years and I’ve worked in hospitality for nearly a decade.
What do you enjoy most about your job? What I enjoy most is the people. Every day brings different personalities and new experiences, so no two days are ever the same. I’m also very lucky to work alongside some of the funniest, kindest and most hardworking people I know.
What’s one thing guests don’t realize about the work you do? Guests may not always realize how much goes on behind the scenes to create a smooth and enjoyable experience. Hospitality is about being prepared, staying attentive and making sure each guest feels care for, often before they even have to ask.
Advice for someone considering a career in hospitality. You have to genuinely love working with people. Every guest is different, and each person has their own needs and expectations. If you want to give them great service, you have to be willing to understand people and meet them where they are. I like to say; don’t just treat guests like family, treat them like royalty.
Tate Mills, PGA, Director of Golf, Sun Valley Resort
Years in the hospitality industry: I’ve been in the hospitality industry for 24 years, with the majority of my experience centered around golf operations at Sun Valley Resort.
What do you enjoy most about your job? Both guests and team members. No two days are the same, and I really value the relationships built over time. Whether it’s creating memorable experiences for guests or working alongside a team to execute a great day on the course, there’s a strong sense of energy and purpose that makes the job rewarding.
What’s one thing guests don’t realize about the work you do? The amount of coordination and preparation that happens behind the scenes. From course setup and staffing to managing tee sheets, retail, events and daily operations, there’s a lot that goes into ensuring everything feels seamless. When things run smoothly, it’s because of a lot of detailed work happening in the background.
Advice for someone considering a career in hospitality. Be ready to work hard and stay adaptable, but most importantly, focus on people. Hospitality is all about creating experiences and making others feel welcome. If you enjoy fast-paced environments, problem-solving and building relationships, it can be an incredibly rewarding career with a lot of opportunity for growth.
Rose Plesic, Server, The Hotel Hershey
Years in the hospitality industry: I have 20 years of hospitality experience, including the last 11 years at The Hotel Hershey. I entered the industry at 14 years old, working as a chef’s assistant at a summer camp through a school program. However, it was my time at Cold Stone Creamery that sparked a love for the guest-facing side of the industry.
What do you enjoy most about your job? The most rewarding part of my work is the families I meet, especially those who return to the hotel year after year. I find it incredibly special to witness their families grow over time. My favorite interactions, however, are when guests share their personal stories; I love how I can get to know someone so deeply in such a short period. Through my years of service, I’ve learned that every guest truly has a story to tell.
What’s one thing guests don’t realize about the work you do? I believe that my daily guest interactions have shaped me into a deeply empathetic and sympathetic person, a skill that I’ve gained since working in hospitality. To me, the role is about far more than just taking orders; I truly care about my guests' happiness and their overall experience. I truly value guest feedback, frequently encouraging reviews and comment cards because I know those insights directly shape how the team operates.
Advice for someone considering a career in hospitality. I view the hospitality industry as the perfect fit for competitive, goal-oriented individuals. I often compare my shifts to a video game, where I must strategize to meet goals and interact with new "players" that fuel my growth and prepare me for the day. I offer the following advice – in this industry you have the opportunity to interact with many people, and regardless of a guest’s personality or demeanor that shouldn’t change the level of service they receive. Each guest deserves superior hospitality and kindness, regardless of the circumstances.
Walter Rascon, Banquet Server, Hotel Encanto de Las Cruces
Years in the hospitality industry: I have been in hospitality now for eight years. I love every minute of it and have learned so much.
What do you enjoy most about your job? My job comes with so many new adventures every week that there is never a dull moment. I enjoy most learning about all of the new people who join and the new trends popular for that year in events such as weddings and quinces (quinceañeras).
What’s one thing guests don’t realize about the work you do? I think that there is always a mystery surrounding the work happening in the background of any industry. In ours specifically, I think that the biggest challenge guests don't see is the strain and hard work involved in setting up and breaking down entire events while also resetting for another all within the span of 24 hours. It is fun and challenging, and definitely something many do not ever get to experience or understand.
Advice for someone considering a career in hospitality. I would say, ‘go for it and follow your heart.’ As my leader says, ‘we don't choose hospitality, it chooses us.’ It is very true, even if you don't feel like much of a people person, when the call comes and you enter this world, it is hard fought to leave it or to forget it; it is a way of life and a blessing to help and serve others.
Herbert Rodriguez, Forman on Norman Course, Lansdowne Resort
Years in the hospitality industry: 18.
What do you enjoy most about your job? Spraying applications (on the course).
What’s one thing guests don’t realize about the work you do? How difficult the job is and how dependent it is on the weather.
Advice for someone considering a career in hospitality. You need to love what you do, and you need to love the product you put out. The better the golf courses look, the better you feel.
Mariana Villareal, Spa Manager, Live Aqua San Miguel de Allende
Years in the hospitality industry: I have dedicated over 12 years to guest service, working in luxury hotels, and throughout this time I have grown into a person who listens attentively and understands the needs of others, grounding my approach in empathy, a strong work ethic and an exceptional standard of service.
What do you enjoy most about your job? What I cherish most about my work is the ability to connect with people, focusing on the subtle details that define a luxury experience. It brings me joy to see my team flourish as they provide intuitive service, and to witness our guests depart with a sense of joy, carrying with them a unique and unforgettable experience. And every day in this role, I discover something new.
What’s one thing guests don’t realize about the work you do? Oftentimes, guests do not fully perceive the effort we put in as a team. Each small detail is thoughtfully crafted, and though they may not always see the exact moment of impact, they feel it — in the care, the thoughtfulness and the personalized attention that lingers after their stay.
Advice for someone considering a career in hospitality. If you want to pursue a career in hospitality, I advise you to cultivate a genuine service mindset. It is essential to be committed, disciplined and to have a strong work ethic. Practice active listening, adapt to changing needs and above all, genuinely care for your guests, anticipating their needs and staying one step ahead. The key is to truly care, combining passion, mental agility and constant preparation to craft truly meaningful.
Harvey Vuong, Manager, Housekeeping, Omni Boston Hotel at the Seaport
Years in the hospitality industry: I began my hospitality career in 2022, when I joined the Omni Boston Hotel at the Seaport. At the time, I was exploring a new career path, and a friend encouraged me to apply at the newly opened property. I started as an office coordinator in housekeeping, where I gained a comprehensive understanding of the department’s operations within a large-scale hotel environment. I later advanced to a housekeeping supervisor role, marking my first leadership position, where I focused on supporting team members while ensuring a high level of guest satisfaction. Most recently, in 2026, I was promoted to Housekeeping Manager. I’m excited to continue building on my experience and contributing to the success of the team.
What do you enjoy most about your job? One of the most rewarding aspects of working in hospitality is that every day brings a new and unique experience. I find it especially fulfilling to turn interactions with guests and team members into positive outcomes—simply by listening, addressing concerns and going the extra mile to improve someone’s day.
What’s one thing guests don’t realize about the work you do? Guests may not always see the level of effort that goes on behind the scenes in housekeeping. Our team works diligently under tight time constraints to ensure every room is prepared to the highest standard and ready on time. It takes coordination, attention to detail and a strong work ethic to consistently deliver that level of service.
Advice for someone considering a career in hospitality. Always put yourself in the shoes of both the guest and your colleagues. Understanding their perspectives helps you anticipate needs and deliver better service. Additionally, technology plays an increasingly important role in hospitality, so being comfortable with modern tools and systems is a valuable asset in this field.
Chris Wolfe, Bar Manager, The Crescent Hotel, Fort Worth
Years in the hospitality industry: 14.
What do you enjoy most about your job? Leaving an impression on others that they will remember. It's fun to make a connection, through an old memory or with a perfect stranger. I was just reminiscing about getting my motorcycle license before my driver's license the other day with someone. I miss that 'ol dirt bike!
What’s one thing guests don’t realize about the work you do? The little things are the most important. I'm always asking open-ended questions to find a common interest or topic of conversation. I'm always doing my best to anticipate exactly what my guest wants to order before they even mention it. I'm also looking to pick up a conversation where we left off last time they were here. I want them to come in for an experience they will remember.
Advice for someone considering a career in hospitality. Smile, talk with passion and leave an impression they’ll remember.
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