It’s that time of year again! The annual BC Tourism Educators Conference is being held at Okanagan College and as per usual much debate, discussion, and learning is happening around key themes in tourism education.
First up this morning was Tom Baum from the University of Strathclyde, Glasgow. For over 36 years Tom has been seeking to address the social and strategic contexts of low skills employment, with particular focus on hospitality and tourism.
Dr Baum challenged us, as a group, to look at the future of work in tourism, by first looking at the past. He suggested that for decades we have been engaged in the same conversation around tourism employment issues: lack of meaningful pay, low-skilled work, and high turnover – to name a few. He referenced a quote by George Orwell who was a pot-washer (plongeur) in the Paris of 1933: “a plongeur is a slave, and a wasted slave, doing stupid and largely unnecessary work.”
The fact is that in 2018, if we take a global view, there are still many “plongeurs” in our industry. Dr Baum cited reports including:
Global hotel chains – making London an unethical tourist destination through ‘standard industry practice’ by Unite the union Hotel Workers’ Branch: UnethicalLondon
Wage Theft in Australia – finding of the National Temporary Migrant Work Survey: WageTheft
The great training robbery – assessing the first year of the apprenticeship levy: TrainingRobbery
Dr Baum shared findings from one document in particular, “Working for the Mouse”, in which they found that despite challenges including homelessness and extreme commutes, and yet over 85% of the workforce interviewed at Disneyland in Anaheim reported that they loved their jobs. You can read that report here: WorkingfortheMouse
So where to from here? Dr Baum’s presentation set the stage for a day of “backcasting” (also the process used by The Natural Step), in which we looked at the outcomes we want to produce in our institutions, communities, and industry.
One of the best experiences of my trip to Vietnam was participating in a cooking class called Oodles of Noodles run by Streets International in Hoi An.
Doang was the first up from the Oodles of Noodles team. She taught us about the program and asked us to “please correct our English so we can learn”. Throughout the experience all the hosts were very good at interacting with the group. “We need your help to learn. You will do that, yes?” “Yes!” we all promised.
Next we watched a short documentary about Neal Bermas’ vision for Streets International. They conducted research to find the right city and chose Hoi An due to the high levels of visitation and its history as a multicultural port and culinary destination. Their goal is to launch careers in hospitality.
The program provides participants with full health care, lodging, and three meals a day. These are orphans, children from HIV backgrounds, or formerly trafficked and prostituted people. The facility has a working kitchen, a classroom for culinary lessons (both internal and external, like ours), and a 16-station computer lab for learning English.
The cooking class that followed the program description was immersive and entertaining.
A young woman named Nho taught us about noodles and I now consider myself a rice noodle expert. Dai from Hanoi did a demo which was also broadcast on a TV for the people at the back.
M Nhi is from close to Sapa. She taught us to count down in Vietnamese as well as guided us through the noodle making process at our table. Our noodles were combined with a charcoal broiled variety to make a smash cake which made a delicious appetizer.
The tables were then wiped down and we were served the local specialty prepared by the culinary students.The entire group agreed that the meal, the service, and the cleanliness of the facility far exceeded anything we had experienced so far.
Streets International also runs a restaurant, one that is designed to stand on its own. The servers, hosts, and culinary team are all program participants.
Recognizing that front-of-house trainees receive the lion’s share of immersive language and hosting experience, Streets International also partners with local tour operators to offer tours led by back of house staff. These tours allow budding chefs to take guests through Hoi An, where they practice English and share the culinary history of the destination.
Intake for this program is every nine months. So far 250+ youth have graduated and there are more job offers (high end restaurants, resorts, etc) than graduates. A second location recently opened in Hanoi.
My experience of Hoi An was one of a busy destination, one where popular sites were choked with tourists barely grasping the significance of what they were seeing. While at times I experienced the dreaded ‘overtourism’, the afternoon spent at Ooodles of Noodles was educational and entertaining – all while making a difference in the lives of young people.
This is the future of the industry as far as I’m concerned and a model for tourism done right. I’ve already challenged my soon-to-be tourism graduates back home to explore this model and see how they could bring it to BC.
Three years ago I found out that LinkBC, the organization I helped build for 10 years, was closing. I was at a complete crossroads: on maternity leave, with a Vancouver-sized mortgage, and a sense I wanted to work in tourism and education but no idea of how to do it.
I took steps towards going back to university to become a high school teacher. I reached out for coffee with friends. I accepted a one-day-per-week contract at the University of the Fraser Valley, knowing there was no way I could get a post-secondary job closer to home.
Then on one of my coffee chats, an old friend from Royal Roads mentioned that BCIT wanted an instructor with a tourism background. She forwarded me the posting and I quickly hopped on the phone to the program head. A month later I was interviewing for the position. It was the most stressful interview of my life, but miraculously, I got the job.
That fall, I returned to the workforce with three jobs: teaching at UFV, wrapping up LinkBC, and teaching at BCIT.
I knew from day one that BCIT was my place. It’s my alma mater. It changed my life and gave me a career in an industry I’m passionate about. And to be walking the halls of SE6 felt right. I was home.
So why is it my last day at BCIT?
That’s an incomplete thought. It’s my last day at BCIT as a temporary instructor. I am thrilled to say that I competed for, and was awarded, a full-time permanent faculty position in the department.
Effective tomorrow, BCIT is officially my gig. I am over the moon grateful and very excited for what’s to come. Thank you to my students, my colleagues, my friends, family, and industry contacts. Your support has been, and will continue to be, greatly appreciated.
Aphrodite Karagioules is a travel counsellor and Mediterranean specialist for Omega Travel as well as a senior land coordinator for Land of the Gods Voyages – with over 16 years’ experience in the travel wholesale business.
Aphrodite and I met back in high school. I was thrilled to find out she works out in the travel trade since I’m currently teaching a leisure tour and travel course for the first time. For the benefit of my students, and a good catch-up, I met with her to discuss her career path and perspective on the industry.
TN: How did you end up working in travel?
“It all started back when I was a teenager, going to Greece and visiting my cousins at their campsite on Naxos Island. Eventually I fell into working there in the summers. It was incredible – not just the working environment, but I loved working with tourists, meeting people from different cultures and countries. I was hooked.
After high school I went back to Naxos and started working in restaurants. I bounced from Vancouver to Greece, working in the food and beverage industry. But I grew tired of working nights, and not sleeping well, and the lifestyle.
I had visited with Maria (the owner of Omega Travel) to discuss this. I grew up a block away from the agency and Maria was a family friend. Maria recommended I go to travel school, but at the time not much came of it, I kept working in restaurants back in Vancouver.
Fast forward a couple of years and I was at a big Greek wedding and I ran into Maria again. I had since put down roots in Kits permanently. Through our conversation at the wedding it became clear that I should go to travel school and join the agency and I’ve been with them ever since.
So 16 years later, I’ve grown with the company and weathered some significant challenges. We’ve had years where travel has dried up entirely due to economic crisis. We’ve seen the Greek crisis … we’ve prevailed through all of it.
It’s a very dynamic industry. There are countries that fall in and out of style as destinations – for example Egypt and Turkey are experiencing unrest and I’m an expert in both these countries but they’ve fallen off of the map. Overall it’s been very demanding and rewarding.”
TN: What are some things that you wish people knew about their travel agent?
“That’s a good one!
I want them to know that while our clients are priority, honestly we have a lot of things going on and we’re human. It would be impossible for a computer to do what we do. There is pressure from clients who don’t understand that in any given moment I’m pulling together a once-in-a-lifetime package trip to Croatia, then someone calls needing last-minute flights to Italy, someone else wants cruise info ASAP.
I made the choice to be salaried, and not to be on commission for this reason. I love working with clients and bringing them value … but I don’t want the headaches of the constant hustle for commissions, the 4am phone calls … it’s more money but at what cost? This way I can support myself, take good care of my clients, and everyone wins.
It’s hard some days. But my attraction to this line of work is excitement and learning. I love learning about the world, and I’m worldly because of my job.”
TN: So what about the sales aspect?
“It’s cool to be able to quickly put together a package of a trip where I have the expertise to pull everything together, along with the competitive rates, that give the guest everything they want. It’s almost second nature I’ve been doing it so long, I don’t even know what I know!
I also like the camaraderie in the office and the industry. There are so many neat events and other networking opportunities that come with the sales side of the business. Air shows, travel shows.”
TN: Tell me about the event I saw you posting about on Instagram.
“Yes, that’s a good example! Air Canada Vacations, and Velas resorts (a high-end all-inclusive group of resort properties in Mexico) took some of the best agents and provided us with an amazing culinary experience. All of this was a backdrop against which they could update us about contracts and various incentives. These are incentives for both the agents and the clients. We may earn benefits but our clients also get the chance to earn points with Air Canada Vacations.
Outside of the sales events, most of my experience comes as a tour operator and packaging components for sale, and in my experience the tour operator aspect is more interesting. So for example, I’ve been to France and I’ll be returning to France to meet with the DMC (destination management company) we partner with. I really enjoy meeting with them and getting to know the components first-hand … they show us the different destinations the hotels and the region. Then I also like to add in food and wine so I can really sell the complete experience.”
TN: So would it be fair to say you enjoy the tour operator component more?
“Well, I’ve only been doing retail for a year so it’s hard to say. At the moment I’m pushing to get to know more product. For example I would love to get to know Cuba and my company will invest in me to go down and check these experiences out first-hand. It’s one of the reasons I enjoy working where I do. They’re very supportive of this aspect.
It’s important for us in retail sales to do as many inspections as we can. Not just of hotels! This includes things like airlines, learning about seat configurations … this is the valuable information we gain that we can share with our clients. Recently I toured the AirBus 380 in Toulouse and now I’m much better equipped to share insider information with my clients.”
TN: So many people today are all about the OTA*. What do you think about that trend?
“Well, you just told me the perfect story really. Because you were mentioning that you’ve booked a trip to Vietnam where the tour operator is providing one-of-a-kind experiences like noodle-making workshops and homestay overnights. So what you’re mentioning with booking that experience really speaks to the level of service that we can provide in the industry – that humans can provide – that an algorithm or website really can’t.
We offer extra touches like in-destination support. And we have access to the same information and often even more, because our partnerships behind the scenes can really help. I know exactly which airlines will offer name changes and which won’t, and how to take care of details like that should they arise. I don’t know of any OTAs that will go that extra mile for their customers.”
TN: How can today’s consumers make the most of working with a travel agent?
“Firstly, if you value your time, you will come to love working with an agent. Again, I’ll do whatever I can to make the trip special, even if it comes down to things like doing a seat select, I go over and above. I like taking care of things and anticipating customer needs. Everything is a little project and because of my experience I know what little things can come up and I can handle them instantly.
I would also encourage clients to really soak up the advice from their agents. Your agent is going to know about logistics (for example, making sure your passport is valid and up-to-date well beyond travel dates). I qualify my clients as best as I can before booking to make sure they’ll actually be able to take the trip. Again, this isn’t necessarily something you’re going to get with an OTA.”
TN: Any advice for tourism or travel students?
“Well, if you choose this industry, you’ll never have a dull moment, honestly. You always have to think outside the box.
And at the end of the day, you get to travel. What’s better than that?”
Thanks to Aphrodite for the chat!
To book a trip to the Mediterranean with Aphrodite and her team, visit LandoftheGods.com.
Last week I wrote about the SuperHost program and how it taps into fundamental customer service tools to help businesses improve their NPS scores.
But there’s another fundamental component covered by SuperHost: appreciating the emotional experiences customers go through.
I was reminded of this “emotional component” a few days ago. Some students asked if they could have a meeting with me. It was a busy day, so I asked them to follow me into my next lecture. I was expecting them to ask me for an extension on a project or some advice on studying for the exam.
I was wrong. One of the girls pulled out some stuffed animals, while another produced a card and a small plant. “We read your blog and we heard you’re having a tough term,” they said. “We want you to know we appreciate you and we hope things are going better.”
With that they left. I was blown away. The card expressed the same sentiment with the added words “You are awesome!”
Of course it brought tears to my eyes. The stuffed animals are for my kids, the plant for my desk, and the card … for my heart.
Working in the service industry, it’s easy to get caught up in scores, and ROI, and the grind … don’t get me wrong, these things are important.
But the heart of the matter is that customers are people, with lives outside the scope of our interactions, who need some TLC from time to time.
I’m confident these young women will make great additions to any tourism team because they have the brains, but more importantly, the heart, to make a difference with our visitors.
This summer my family and I pulled into our motel after a long day on the road. There had been an accident on the highway. We were cranky, and tired. The kids were DONE.
We stumbled into the office to check in, and a friendly woman appeared behind the counter. She offered my kids a glass of water and checked us in immediately. Five minutes later we were hydrated, settled in our room, and had the name of the best place to order a pizza.
It’s times like these that make me glad we live in a province of exceptional service providers. Tourism is about experiences, and the more we can foster remarkable front-line interactions, the more our guests are likely to recommend us.
Why do recommendations matter? Beyond TripAdvisor and other review-based platforms, recommendations are the heart of metrics like the Net Promoter Score, a tool whereby your detractors are taken from the promoters to give your experience an overall score. This score can be negative! It’s especially hard to achieve a positive score when you have multiple neutral customers. They don’t count in this calculation.
One of the keys to helping BC achieve high scores with our visitors is consistent, industry-driven customer service training. That’s why it’s so exciting that go2HR has re-launched SuperHost, a training program first launched in 1985 in preparation for Expo86.
I recently had the privilege of piloting SuperHost with my students in the BCIT tourism marketing program. It’s a hands-on way for new entrants to the industry to learn what it takes to deliver remarkable experiences. The activities are fun and memorable.
One of the questions I get regularly is “how do I get paid to be a travel writer?”
This comes up frequently during informational interviews and at networking events. I’m by no means a prolific writer but I have had some success with it, and I sure do enjoy it. You can check out some of my recent work here .
Here’s what I share with prospective writers about my journey and what travel writing looks like to me.
Understand that for most, it’s a side job
I have never made a full living from travel writing, so as with many tourism professions, it helps to have a ‘day job’. If you’re starting out (e.g. early in your career) I recommend getting a steady job in accommodations, and then branching out in to writing from there. (Find out why I recommend starting in accommodations here.)
Know what perspective you have to offer, and provide samples
My daughter and I are planning a trip to Viet Nam so I’m pitching some ideas based on our itinerary, my perspective as a mom, and the “family travel” angle. I always provide a link to recent work published on another platform. I also try to pitch a specific concept to “e.g. Top 5” or “How to” and give the editors something to visualize. Note that in my experience, most of the time you’re going to want to plan the trip and then pitch the writing gig to the relevant publisher. I have been paid to take a trip and write, and it is awesome, but that came after I proved myself to that publisher.
Be a nice person (and as “real” as you can be)
This may sound trite, but it’s my philosophy for all things career (and life). Be kind to other people, and be yourself. I’m not the world’s most polished ‘professional’, and that’s ok. I’ve got a down-to-earth personality, I’m a ‘hugger’, and I’ve got a dirty mouth. I will rein all that in as needs be, but for the most part, what you see is what you get. I tend to end up working with people whose personality jives with all of that, and so far it’s working out.
Make lots of contacts at industry conferences, work, and school
Most of my writing gigs have come to me by way of industry events or via friends I’ve made in school (especially graduate school). If you follow my advice in terms of being a good person, and determining a point-of-view, you’ll start to attract gigs along the way.
Social plays a greater role than before
All that said, I started my writing career at a time before Facebook or Instagram even existed! People were using Ask Jeeves* for their travel plans. So my writing has had to evolve. The good news is, if you’re younger, the connection to social is automatic and instinctual. You know about keywords and being an ‘influencer’ and the importance of video. Harness that and share it with platforms that are crying out for better content!
Stick with it
Last bit of advice here, and that’s to stick with it. If you have a day job, set reminders in your calendar to reach out to new platforms and make connections at blogs and magazines. This is the hardest advice to follow myself – but if you make time for your craft on a regular basis, and dedicate time to developing relationships with publishers, you’ll get there faster.
*ironically, if you don’t know what this is, I suggest you Google it
This will be a short one, but worth posting in my opinion because it comes up so often with my students. I don’t believe in ‘regrets’ per se – I think all of our actions lead us exactly to where we need to be.
But if I could pick one do-over from my early career it would be to get a job in a hotel!
Accommodations and food and beverage (F&B) make up roughly 80% of the tourism sector in Canada (and arguably in most countries). While I have extensive front-line and management experience in F&B, I have never worked in a formal accommodations setting (outside of caring for paid guests to my home).
The first interview I did out of school was at a lovely boutique hotel with a serious arts pedigree. I interviewed for an entry-level marketing position. I spoke with the GM! I didn’t get it because I didn’t have any hotel experience. To sell a hotel, the GM explained, a person needs to understand how it works.
Kind man that he was, he encouraged me to apply as a bell person for the summer. Unfortunately my ego (and, let’s be real, the cost of living in Vancouver) got the best of me and I never pursued it.
As it turns out, I got an amazing first job in the industry and parlayed it into a pretty sweet career.
But at the end of the day, I wish I had lugged bags that first summer. It would have made my options that much broader.
Do you have a major career regret? Hit me up here or on twitter to share!
The program is a win-win for families and attractions alike, keeping kids busy on a budget while exposing parents to a world of activities in their backyard.
I was so intrigued by the idea, and the operation, that I had a chat with Brian Dean, the one-man-band behind Kidsworld. I’m going to share this with my entrepreneurship class this fall; it’s a great story of how tourism businesses are started and sustained with lots of hard work and passion.
We’ve been around for 25 years, ever since another man named Brian built the program slowly from the ground up. His background was in tourism and his wife was a school principal and they were passionate about meshing educational opportunities with a way for families to spend quality time together around the city. The program seemed to fill a gap with what was available.
A couple of years ago a friend of mine connected us – the ‘original Brian’ was looking to retire. I had been the Program Director of Keats Camps, and while I love the camp, it wasn’t sustainable because you have to move away to an island a few months a year. Before that I was a youth worker on the North Shore. I had been on the search for the right entrepreneurial activity for years. My passions lined up with Kidsworld … this was it!
You mention passion, where did the money come from?
The founding Brian grew Kidsworld organically over the long term, without investors, but also without any goals in terms of growing the business to a specific size or to turn a specific profit. That means the model of the business has the potential for growth in multiple ways.
I purchased the business for a reasonable sum of money that I had saved over the years (as I was looking for an entrepreneurial venture). This business doesn’t have much overhead, and I used my savings to get me through the first year without having to generate much income.
My desire is to learn the business through-and-through for a couple of years and then focus on healthy growth.
What’s your academic and business experience?
I have an undergrad degree in youth work and a Masters of Leadership – which was a great fit because it paralleled an MBA but focused on vision, leadership, and entrepreneurship rather than managing existing systems and people. My years at Keats Camps involved hiring over 100 staff, training them, running the summer operations (and being responsible for almost 400 people a week mostly under the age of 22). I am also on the board of a not-for-profit (church), and have worked as a consultant.
What’s a day in the life for you?
The thing with running your own one-person company is you’re responsible for everything! From the business side to logistics (registration, checking families in on site), to being the face of the organization, there are a lot of hats. With that said, I love that I work from home, and am flexible as my own boss. The hard part is that you never feel like you can leave work behind, because you’re the only one making in happen.
From September to June, my role is focused on networking with organizations to set up events. We have summer events, and weekend events throughout the school year. On event days I’m present to build rapport with the host organizations and the families.
What’s the biggest challenge about running a company like Kidsworld?
There are two major challenges.
First, as I’ve said, I’m the only person. Mentally that’s very draining – to have your livelihood in your own hands, to have the expectations of hundreds of others for you to do a quality job. It’s hard to take a couple of days off, as emails add up and you feel responsible to respond quickly. It’s also hard because I need to become good in the areas where I’m not naturally gifted; for example graphic design isn’t a strong suit but with my budget I need to learn to create good content myself.
Second, I’m constantly searching for new organizations to partner with. Between our two programs (Summer and school year), we work with closer to 100 organizations! That’s a lot for one person to network, arrange, maintain relationships, and be on top of. Very detailed notes are needed to keep it all together. There are a lot of organizations in Vancouver, but setting up partnerships with so many is not an easy task.
So then what’s the biggest reward?
I love many aspects of my job. I waited for this opportunity because I didn’t want to be motivated mostly by money. I want to make an impact in people’s lives and support families. So much of a healthy society seems to stem from having healthy families. Kidsworld allows me to build a business, which I’ve always wanted to do, while also making a tangible impact in people’s lives.
On the business side, the greatest reward is I have learned a lot and met a tonne of great people. I feel like I know everyone in Vancouver at this point, and each day I learn about how I can improve my own business.
Any advice for tourism students and future entrepreneurs?
Be passionate about your chosen area of work, whether it’s as an entrepreneur or otherwise. You spend a lot of your life at work, even more if you consider how much it can be on your brain. You have to believe in the importance of it. I strongly believe the best entrepreneurs are those who also make the world a better place as they build their business.
Entrepreneurship is 99% figuring it out as you go. It’s taking a step forward. You don’t need it all together beforehand, just a willingness to learn, ask for help, and to try your hardest.
Make sure you love it before you invest your life into it! There are a million different avenues that entrepreneurship can take you. It’s an exciting and exhausting journey, so invest yourself in something you’re passionate about.
Maik Uhlmann is a recent graduate of the BBA from Okanagan College, where he specialized in hospitality and tourism management and was a two-time Case Competition participant. Born and raised in Germany, Maik is now working as an admin for Cactus Club at their West Broadway location in Vancouver. I was lucky enough to catch up with Maik over coffee where we reflected on his education, his career, and where he’s headed.
Tourism Nerd: How did you end up in Canada?
I travelled around the world for four years and when I was in South America I thought “North America is the only place I haven’t been, I need to go there!”
So I applied for a working holiday visa to the United States and also for Canada, and … if I’m honest … Canada was quicker. I got the Canadian visa and now, eight years later, I’m still here!
TN: Did you ever think about going back to Germany?
After that first year in the Okanagan, having travelled the world, I hadn’t seen my family in four years. But going back to Germany I realized I’d changed, the people I grew up with changed. My hometown is old school: go to school, get married, have kids … I had other dreams I wanted to pursue.
I fell in love with Kelowna and wanted to stay, and the way that I could get back into the country was by being a student. If I’m honest, I never really wanted to study when I finished high school and getting a BBA was never my dream. But I did my research into UBCO and Okanagan College and when I looked at the reviews, considering the English programs are the same, why should I spend twice as much on the same course?
TN: So you became a full time OC student!
Okanagan College gave me a warm welcome. They have a good support network, and talking to advisors I learned more about the process (I had no idea how the school system even works here). After I finished my ESL courses, I applied for the diploma, which gave me two more years in my new community.
Two more years was all I could afford to do. But I was faced with the challenge of “this – the two year diploma – won’t be recognized back home.” So I talked to my parents and said “Mom and Dad, I’m sorry, I don’t want to come home” and after all those years of me being away, I think they realized that already. They said “ok, do a degree and then you will have an internationally-recognized credential.”
I was an ESL student, I had a good GPA, I was involved in the community and a number of different school aspects, and at the end of the third year my instructor was like “you should do honours!” and I think when I signed up I was the first international student graduating with an honours … at least I’d never heard of it happening before.
TN: What stands out from your days at school?
I went from being an ESL student to registering for the BBA, to committing to the honours program. This honours piece – in terms of doing a primary research component for an industry client – really sticks out in my mind. I did a project with Westside UBrew. Here we are in the wine region attracting tourists and a UBrew is competing for clients, wanting to know how to attract a younger demographic. It was a fascinating project, I felt like I was really contributing to the Kelowna business community.
Another course that stands out is Tourism Stewardship, doing a sustainability analysis for the Kelowna airport, and we were only three students and it was hands-on work, going out into the community and being involved in it, this was tremendous.
In every course (except for Intro to Tourism) I had the benefit of meeting key players in the local industry, which was great. And I loved Government Policy! Well, maybe not at the time … I never understood it until I studied for the test, and then it clicked. Now reading the paper, listening to current events, I understand why they are having this discussion.
TN: What courses were your least favourite?
I would lie if I didn’t say statistics! I would say the one that I least enjoyed … all classes were challenging, but you can work through them … I struggled with law. And it’s funny because I may still want to go to law school, but it was in the beginning of my whole degree, I was still learning English. Considering the vocabulary and knowledge I have now I think I would have been able to approach it differently than I did at the time.
TN: What is your day-to-day like now?
I was very selective when I started my job search, and I interviewed for a few positions, some that were way beyond my capabilities and I surprisingly got interviews for positions that were beyond, I mean … the people who won the positions had many more years of experience.
My life was taking me to Vancouver and I knew I didn’t want to go back to hotels and a friend of mine who works at Cactus said “we need an office manager” and the more I looked at it, the more I could see the opportunity there.
I try to think strategically about my career. Every time I didn’t get a job, I would ask for feedback and they’d tell me it’s because I don’t have admin experience. And I do need to prove myself – especially in a new community – it’s something I haven’t done. I’ve worked in hotels, restaurants, wineries … but never this type of ‘office job’ and I’m very grateful for it.
Now I can see it from the back-of-house perspective, I don’t face guests, I don’t have to put in crazy hours, I’m filling those gaps on my resume – and everyone I talk to respects Cactus Club as an organization. With a regular job I have the time to get to know the community more and volunteer, I have time to give back.
I’m volunteering with the Hospitality Foundation and increasing my networks, and getting to know the city. I don’t have money to give back but I have time and some knowledge to give back and would like to be more engaged in the community.
TN: What are your career dreams?
There are different avenues, I have a bit of scatterbrain … I’m passionate about tourism and travel and want to work in the industry, preferably in destination development. I think one of my key strengths is developing relationships and providing knowledge on how everything is connected.
With my running buddy we say if nothing else works out, we can go to law school. I think it might make sense, international law, immigration law – it still has to do with the movement of people and providing them the knowledge that I have. However, if opportunities come up at Cactus, I am definitely not saying no!
Ultimately the dream, what I want … I want to have my own business and I’m saving up to start it. I want to have multiple businesses. Riding my bike by the harbour everyday, seeing the boats and houseboats, I think to myself “a houseboat boutique B and B” would work, not an AirBnB, but a fully functioning part of the visitor economy that contributes back to the industry and community. A boutique B and B that happens to be right – right – on the water.
And I always dreamt of having a sports hotel. They don’t exist here, we have them in Europe. One of my favourite memories from when I was on the national team for nine pin bowling … we would visit these training camps in preparation for the world cup. The one I enjoy is at the top of a hill, called Sportpark Rabenberg, it’s a secluded area. All the guests who come there do sports – you are not there to relax, you’re there to train – it’s sports camp with accommodation together.
One of the great things about that experience is it brings together different athletes from different sports. We would be sitting in the dining hall and you could see into the professional dancers ballroom. Watching them train just as athletes do, the blood, sweat, and tears that go into their training left an impression on me.
So it would be my dream to open one of these here. I want to see people succeed, I want to have people come to my place, cry, sweat, and then see them on the TV years later winning a medal.
Those are the things that get me up in the morning, and keep me up during the day, and this is what I want to work for.
TN: Any advice for tourism and hospitality students?
There are a few things I wish I had known before I started my program. I’d say:
1. Volunteer and be active in the community. Jonathan Rouse (dean of the hospitality program) was one of the people who encouraged me do more, trying to get a tourism club up and running on campus … trying to raise the profile of tourism on campus, we had 16 people at our first meeting and it was hard to break through and get people involved but I’m glad I tried.
2. Work and take on extra activities in your workplace. When I was working for Delta Hotels and I wanted to know more I participated in workplace related programs such as the Green Team or the Bike Ride for the Heart and Stroke Foundation. If you work, be involved in your work and get to know your colleagues.
3. Have a talk with your professors. I eventually realized, “hey my profs are connected and have the knowledge and different way of doing things”. They can give you extra perspective, they know what’s happening – Blair’s advice, Laura’s advice and Michael’s advice, it all contributed.
4. Get engaged in the industry. When I went to a restaurant, I would speak to the owner. Don’t be shy, get to know the tourism businesses around you.
5. Say yes to the extras. Participate in competitions like I did with the LinkBC Case Competition – my public speaking has improved drastically, I met people in industry. I don’t want to play the ESL card but it’s different and you stand in front of a room full of people, I don’t know the vocabulary and trying to wiggle your way around the language in front of a crowd and judges and industry … it’s tough. I competed in RRU and Queen’s competitions too.
6. Just fight for it. The first year at university was not easy, given my language skills weren’t there, my confidence level was low, I was dressing differently … I didn’t want to speak up because I was worried someone would make fun of me. At some point I said to my classmates: “we don’t need to get along, we just have one goal, and that’s to walk across the stage”. I’m glad I stood up for myself.
7. Be a contributor. Seeing brilliant minds coming out of post-secondary – we can innovate, innovation doesn’t always need to look like change or be threatening. Let’s focus on how can we help the industry make more money, collaborate more.
8. Learn the tourism language. Post-secondary helps you be confident with the language, remember those words, those terms your instructors are teaching you, you can go to a conference and understand what’s going on and connect with people working in the industry and make sense.
TN: That’s some great advice! Any parting words for our readers?
My idol is Walt Disney who said “if you can dream it you can do it”, and that’s how I live my life.