Editor’s note: For the second consecutive Global Meetings Industry Day, ALHI is acknowledging the industry professionals who commit every day to ensuring meeting attendees and hotel and resort guests have a positive experience while on property. They demonstrate daily the power of face to face and are a testament to why the meeting, event and hospitality industry prospers. We thank them for their tireless contributions. Meet some of the people who are the heart and soul of our industry.
Elizabeth Brown, Resident Gardener, Cliff House Maine
Years in the hospitality industry? My first job in the hospitality industry was when I was 14. I bussed tables and cleaned rooms at a local resort.
What do you enjoy most about your job? I enjoy teaching our Cliff House guests about flora local to our area in Maine. When people travel, experiencing local places and food is always top of the list, but I encourage you to not forget about the natural world. The beautiful gardens we create at Cliff House are the perfect accompaniment to our robust neighbor, the mighty Atlantic. Our garden is also an interactive activity for guests. We offer workshops of all kinds from planting, cutting, bouquet-making and drying to wreathmaking and more. The experience is incredibly tangible, but also a stimulation for all five senses.
What is one thing guests don’t realize about the work you do? Many people don't realize that not only is a cutting garden beautiful, but it is one big science experiment. In addition to their beauty, flavor as part of a culinary enhancement, or benefits for spa rituals, I'm always trialing new plants and determining their vase life for guest rooms, or more importantly how they benefit the pollinators in our midst.
Advice for someone considering a career in hospitality? Find your passion and share it with guests. If you are interested in cooking, making cocktails, horticulture, or the arts, consider how sharing your knowledge might enhance someone's experience, make it more unique, or make them feel connected in a whole new way to their chosen home-away-from-home.
Jorge Dominguez, Bellman, One&Only Palmilla, Los Cabos, Mexico
Years in the hospitality industry? 40 years working at One&Only Palmilla. I am also proud to say that I will be retiring at the end of May 2025, at this beautiful property, which has brought so much joy to my life.
What do you enjoy most about your job? I love everything about my job, and I’m going to miss it so much! But what I enjoy the most is the connection you build with guests; they truly become part of your family. Another important aspect is the incredible team at the property, who make daily operations and even the busiest hours much smoother. This place has become my second home and my second family. I will miss it dearly.
What makes for a good bellman? Charisma and self-confidence are essential because they help guests feel comfortable around you. If I could add one more quality, it would be anticipation. During busy arrival and departure times, being prepared ahead of time is crucial. I believe this level of attentiveness sets us apart and is a hallmark of ultra-luxury service.
What is one thing guests don’t realize about the work you do? I’d say that perhaps they might not know just how much we prepare for each guest’s visit. From the moment I arrive at the property, I review guest profiles to ensure we provide the exact service they prefer. We are very honored to have so many return visitors. I truly believe this is what makes One&Only Palmilla so special. Guests fall in love with the way we anticipate their needs, allowing them to fully relax and enjoy their time with us.
Stephan Eberhard, Executive Chef, Hotel Adlon Kempinski Berlin
Years in the hospitality industry? I began my hospitality career in 1997 with a culinary apprenticeship at the Hilton Hotel Berlin. So, I've been working in this industry for 28 years.
What do you enjoy most about your job? What I like most is that one constantly gets to meet new people (guests and employees). We have to adapt to new conditions, and most of all, evoke emotions in guests and employees with the simplest of means because our profession, our industry simply wouldn't function without emotions.
What are the biggest changes you’re seeing in F&B when it comes to group meetings? In our five-star-hotel, we focus on high-quality luxury events with up to 2,400 guests, rather than simply catering for large crowds. Although some major conferences are becoming less common in the age of digitalization, they remain an even more valuable cornerstone of our banqueting business. This also gives us an increased opportunity to create more personalized experiences, especially for even more private highlight events such as weddings or other celebrations.
Tell us about the newest food item you’ve introduced on property. We regularly change and update our offerings, which are either seasonal or trend based. A most recent implementation was our caviar menu. For this, we collaborated with a local supplier and expanded the co-operation to include their locations such as in Berlin's most famous luxury department store.
Advice for someone considering a career in hospitality? What counts most is willpower, commitment and perseverance. If one has all these qualities and a little talent, it will lead to a successful future in our industry. The most important thing is to really enjoy working with people. The industry thrives on personalities. Someone who doesn't like guests is unlikely to be a good host.
Cloey Fare, Resort Operations Supervisor, Grand Geneva Resort & Spa, Lake Geneva, Wisc.
Years in the hospitality industry? I've been in the hospitality industry for over two years now; I actually got my start while I was in college.
What do you enjoy most about your job? I love getting to know our guests, hearing about their history with the hotel and learning what keeps them coming back. It’s always nice to see familiar faces and make new connections along the way.
What makes for a great resort operations supervisor? A great front desk agent is someone who’s curious, asks questions and is always looking to learn. Being helpful not only makes the guest experience better but also helps you grow in the role.
Advice for someone considering a career in hospitality? Confidence goes a long way in hospitality! Be open to learning new things, stay welcoming to everyone, and enjoy meeting new people—it makes the job so much more rewarding.
Cassandra Gutierrez, Activities Supervisor, The Abbey Resort & Avani Spa, Fontana, Wisc.
Years in the hospitality industry? I’ve been working in the hospitality industry for almost five years. I started out as an Activities Attendant in 2020, and a couple of years later I was promoted to an Activities Supervisor.
What do you enjoy most about your job? I love working in the hospitality industry because every day is an opportunity to meet new people from around the world. Social interaction is what I thrive on. Whether it’s chatting with guests or working as a team. The fast-paced environment keeps things exciting, especially during the busy seasons when there’s never a dull moment. One of the most rewarding parts of my job is seeing the impact I have on people’s experiences. Making someone’s stay special, solving a last-minute request, or making someone’s day a little bit more positive gives me a sense of fulfillment. The positive energy in hospitality is contagious, and I love being part of an industry that revolves around making people happy. Most importantly, I love the camaraderie in hospitality. The teamwork, the shared burst of positive energy during busy shifts, and the friendships I’ve built make my job even more enjoyable. At the end of the day, I know I’m a part of something bigger.
What is one thing guests don’t realize about the work you do? One thing guests don’t always realize is how much work goes on behind the scenes to make their experience smooth. They only see the finished product – the perfect room, delicious food or smooth event, but they don’t see the time that it took us to get there: the preparation, coordination, teamwork and effort it takes to make it all happen. The job can be very physical too. I’m on my feet, running around, lifting heavy things, and working long hours. Shifts are irregular, especially during our busy season, so it’s common to work nights, weekends and holidays just to ensure guests have a great experience. Sometimes I’m juggling multiple roles at once. At the end of the day, it’s all about creating a memorable experience for people, even if it means making personal sacrifices, like missing out on holidays or special events. For me though, it’s more than just a job – it’s about providing a great service and making sure guests feel welcomed and appreciated.
What is the biggest benefit to guests taking advantage of activities on property? The biggest benefit to guests taking advantage of activities at The Abbey Resort is the convenience and ease of enjoying everything that we provide on property. From fishing on Geneva Lake to relaxing at the Avani Spa, guests can enjoy a variety of on-site experiences. The resort also offers activities like fitness classes, live entertainment and more. On top of that, these activities provide great opportunities for guests to meet new people and connect with others, which can make their stay even more memorable. It’s a great way to enhance their overall experience and satisfaction. Families can engage in outdoor adventures like bonfires during the week, fishing and participate in our Abbey Explorer program. With these diverse activities, families are sure to create lasting memories during their stay at The Abbey Resort.
Roy Hendrickson, Executive Chef, San Diego Mission Bay
Years in the hospitality industry? 25 years.
What do you enjoy most about your job? Some of the things that I enjoy the most are the people, culture, how the dynamics change from day to day, and having the opportunity to help provide a memorable experience for both our guests and team.
What one thing guest don’t realize about the work you do? Perhaps all the financial side of running a kitchen.
What makes for being a great member of the team? Passion, dedication, loyalty and a heart for hospitality.
Kai Hope, Director of Guest Experience, Estancia La Jolla Hotel & Spa, La Jolla, Calif.
Years in the hospitality industry? 8 years.
What do you enjoy most about your job? What I enjoy most about my job is the relationships I foster with my team members. As a leader in the industry, to see my subordinates grow day in and day out is something that truly inspires me to go out and do my best every day to set an example and be a role model for them.
What one thing guest don’t realize about the work you do? I believe the one thing that guests don’t realize about the work we do is the preparation that goes into every aspect of the operation. Whether it’s the front office team assigning them rooms to the food and beverage team preparing amenities, it is critical that each aspect of the operation has an efficient preparation process in place to execute hospitality at its highest standard.
What makes for a great member of the guest experience team? Respect is what I believe to be one of the characteristics that is most important for a team member to excel within the operations team. With so many colleagues that we work with that bring such diverse backgrounds it is vital that we respect each other’s opinion to encourage the best work environment for all.
Morgan Lluy, Group Sales Manager, Noelle, Nashville, Tenn.
Years in the hospitality industry? 7 years in Hospitality, 4 as a hotelier.
What do you enjoy most about your job? I love puzzles and I think group sales is exactly that. It’s so much more than rooms nights and meeting space. Every group is unique: what they value, their past program experiences at other hotels, their company culture - those are all pieces of the puzzle. Groups today are looking for more than just a meeting; they want a personalized experience. I enjoy building that for them.
What advice would you give to the meeting planner? A detailed and transparent RFP makes all the difference. Specifying flexible versus hard requirements allows us to get creative and find solutions that might not be obvious at first glance. Misunderstanding meeting space needs is the worst offender — I can only imagine how many RFPs are declined every day over breakout space requests, when the group would have been open to using suites or unconventional spaces. On the other side of the coin, hotelier should ask probing questions before turning down an RFP.
How does a group meeting affect the energy of the team at the hotel? Groups bring the hotel to life, especially at small boutique properties. You have the same banquets team servicing every event and the same front desk team greeting you each morning, connections are formed and there is a real sense of responsibility. You get to know the team, and they get to know you. The team becomes invested in the group's experience and success – and when goals are shared it bring out the best in everyone.
Francisco Martinez, Bell Captain, One&Only Palmilla, Los Cabos, Mexico
Years in the hospitality industry? I have worked in the hospitality industry for a total of 29 years, 23 of which have been at this iconic property.
What do you enjoy most about your job? I love meeting and greeting people, welcoming them with a smile. It brings me joy to create a positive impact on their stay, making their experience so memorable that they want to return time and time again. You can see it in our many repeat guests; it’s the magic of the staff at One&Only Palmilla.
What makes for a good bell captain? You must be transparent and honest. As the first face that greets guests and offers assistance, you have the first opportunity to deliver exceptional service and earn the guest’s trust from the moment they meet you. I believe this approach has been key to my career, being genuine and kind helps guests feel safe, which is essential when they’re on vacation.
What is one thing guests don’t realize about the work you do? There’s a lot that goes on behind the scenes to ensure seamless service. No detail is too small, including maintaining our golf carts and keeping the lobby pristine, and, most importantly, learning everything we can about our guests before they arrive to personalize their stay as much as possible.
Emerida Ortiz, Assistant Director of Banquets, The Royal Sonesta New Orleans
Years in the hospitality industry? 24 years.
What do you enjoy most about your job? As an Assistant Director of Banquets, I enjoy the opportunity to work with the hotel team to create memorable events and celebrations while ensuring exceptional guest experiences.
What are the biggest changes you’re seeing in F&B when it comes to group meetings? When it comes to F&B in group meetings, the changes I see are that the experiences are becoming more personalized, interactive and sustainable.
Advice for someone considering a career in hospitality? If you enjoy interacting with diverse guests, providing excellent service, and being part of a dynamic environment then this is the perfect industry to get into and have longevity.
Temple Smith, Concierge, Stein Ericksen Lodge, Park City, Utah
Years in the hospitality industry? While I officially joined the concierge team at the Stein Collection in December of 2023, my experience in the hospitality industry spans over two decades in a broader sense. I’ve spent more than 20 years in high-end real estate in Park City and Deer Valley, and 13 years as a private mortgage lender—both fields requiring a deep understanding of client service, discretion and attention to detail.
What do you enjoy most about your job? What I enjoy most is hard to pinpoint; there are many aspects of this job that bring me joy. I delight in the combination of teamwork, meaningful guest interactions and the opportunity to create lasting memories for people. I truly love collaborating with my team; we support one another and share the same goal of delivering exceptional experiences. I also find a lot of fulfillment in connecting with guests, getting to know what will make their stay special and making that happen in ways both big and small. Solving problems, whether quietly behind the scenes or in the moment with a guest, brings me a great sense of purpose. There’s something incredibly rewarding about smoothing out challenges and turning them into moments of delight.
What makes for a great concierge? A great concierge is someone for whom the word ‘no’ simply isn’t part of the vocabulary. They are natural problem solvers—calm, composed and always a step ahead. A concierge must be approachable, dynamic and thoughtful, with the emotional intelligence to read a guest’s needs before they’re even voiced. Patience is essential, as is the ability to remain unshaken in high-pressure moments. Ultimately, a great concierge doesn’t just offer solutions, they create a sense of ease and collaboration, helping guests feel as though the perfect idea or experience was theirs all along. The concierge is there to elevate, to enhance, and to turn moments into lasting memories.
Advice for someone considering a career in hospitality? For anyone considering a career in hospitality, my biggest piece of advice is to make sure you’re truly a people person. The first question to ask yourself is: Do I genuinely like people—even on their bad days? Because in this field, you’ll meet every kind of human emotion, sometimes all before noon. It’s about human connection—you’ll be interacting with guests and team members through moments of joy, stress, celebration and everything in between. You have to be someone who finds joy in helping others, even when things don’t go perfectly. Hospitality is the ultimate team sport—there’s no room for egos, only shared goals and quick pivots. The goal is to craft experiences so exceptional that guests use them as the gold standard, comparing every other stay to theirs with you. If you thrive in a collaborative environment, love problem-solving on the fly, and can smile through just about anything, you’ll fit right in. But if you prefer to fly solo and avoid too much human interaction… this might not be your stage. Hospitality is equal parts heart, hustle, and humor—and when it’s the right fit, it’s an incredibly rewarding ride.
Bobby Sweet, Comercial Director of Leisure Sales, Aurora Anguilla Resort & Golf Club, Anguilla.
Years in the hospitality industry? 30
What do you enjoy most about your job? Providing amazing travel experiences to our guests and the relationships I have made with my travel partners. Also traveling to both new and familiar destinations.
What is the biggest benefit to guests to use the spa services? Luxurious holistic treatments and using natural elements from the island to provide a rejuvenation during your stay. In addition to traditional spa treatments, Sorano Spa offers a full beauty salon, hydrotherapy and fitness studio.
What advice would you give to someone considering a career in hospitality? If someone enjoys providing memorable experiences to all types and ages of travelers, it can be a rewarding career. Many hospitality positions also provide the opportunity to travel the world and provide personal adventures and exposure to diverse cultures. It’s important to understand the difference of an operational role and a sales and marketing role.
Josh Wood, Bell Captain, L'Auberge Del Mar, San Diego, Calif.
Years in the hospitality industry? More than 25 years.
What do you enjoy most about your job? The best thing about my job is creating lasting relationships with guest and co-workers and working in a fun, flexible, upbeat environment.
What one thing guests don’t realize about the work you do? I would say the anticipation of guests needs that goes on behind the scenes that is unique to the individual that enhances their personal experience.
What makes for being a great bell captain? A great member of the team always starts with a positive attitude and a desire to provide genuine hospitality