Perspectives for Education of Emerging Leaders in the Hospitality and Tourism Industry

The Board of Directors of SITE Midwest gathered thoughts on their educational perspectives and pieces of advice that they would like to provide to our emerging leaders in the industry. It is our hope to provide some words of wisdom that will have an impact as careers develop and emerge into life- long passions in an industry that is exciting, ever changing and always present with opportunity for growth.

I entered this industry 30+ years ago, a time when hotels / resorts planned group events using a “big book”; technology was at a minimum and “proper” (as what we called it) customer service was at a peak. Being raised in New England, I was always taught to present the New England Hospitality in our homes or in our place of business. Even when my own mom had visitors, they were treated as VIPs: Fresh home baked muffins, a collection of soft towels on the bed scented with relaxing aromas and linens of the highest quality. It might be where I gained the interest of this industry. I saw others do similar approaches to their homes and it made me realize the importance of the guest experience. My initial entry into this field was at a small property in Connecticut. Our largest function space was 100 people seated in rounds. We had about 50 sleeping rooms. Being New England, our peak event time was summer and fall. As a young leader into the hospitality world, it taught me so many lessons but I can think of five strong ones that I still carry with me every day of my career:

1. First Impressions mean everything. What does this mean? Greet with a smile, make a person feel welcomed, dress professionally.

2. Use client names. Remember names and use your client’s names during the conversation. Repeatedly. We all like to be addressed and by using our client names, this makes them feel special. (and wear a name badge if you have one because they can address you as well)

3. Provide timely responses. We all get busy and sometimes it can be challenging to meet deadlines. So, if you are having trouble meeting a deadline, communicate with client on an updated response time

4. Empathy and actively listen. This idea is to acknowledge what your client needs are and ask questions to understand fully

5. Detail. In this industry, attention to detail is very important. The best advice I was given early in my career is every detail matters – small or large. It is about how you are handling those details.

We reached out to several schools to find out young leaders perspectives on entering the industry. A summary of the results were as follows:

1. The main reason for students’ desire to enter the industry is they want work that feels alive, people-heavy, and not a desk they already know.

2. They feel the industry allows them to travel and meet people.

3. For creative people, Hospitality provides an outlet

4. There is variety every day

We also had some surprises from emerging leaders.

1. They have not been introduced to third party companies

2. Limited knowledge of production and operations.

3. How big this amazing industry actually is.

4. Hotel and Wedding planning is the focus versus Meetings and Incentives

5. Limited understanding of working international markets

6. Schools provide different types of training in international markets

7. Students are not informed on hotel leadership training programs especially for those who are not in Hospitality programs

8. Even though hospitality and tourism / Meeting and Events programs exist, young leaders continue to still fall into the industry and learn about it as they go.

9. No training on how to enter the cruise ship world

10. Where to start networking

With these important pieces in mind, the SITE Midwest board provided some valuable general insight. Below are several responses.

1. Do you feel your education prepared you well for your chosen career in the industry?

a. When I went to college, I knew exactly what I wanted to do—the work I’m doing today—but a formal education path for this career didn’t really exist. I earned a four-year degree with a major in communications and a minor in journalism, and that foundation has certainly helped me in many ways.

However, it didn’t prepare me for many of the practical, industry-specific skills I’ve developed throughout my career.

b. I fell into the industry of hospitality versus going to school for it. However, I have utilized my Human Resources background a lot throughout my career!

c. I feel that my education prepared me well for my career. It taught me that hard work and dedication pay off while also helping me develop professional skills and learn how to carry myself in a business environment. However, I think my jobs, internships, and real-world experience prepared me just as much. The combination of education and hands-on experience gave me the foundation I needed to succeed in this industry.

d. President of SITE Midwest: One of the most valuable components of my education was the hands-on experience. As part of our program, we were required to complete 500 volunteer hours across various segments of the event planning industry and work as a team to plan and execute a live event on campus. These experiences provided practical exposure to the realities of planning, collaboration, problem-solving, and event execution, which helped prepare me for a successful career in the meetings, events, and incentive travel industry.

2. What are two or three things that you would have liked to learn in your education that would have helped you today in your career?

a. Contracts and negotiations, Managing event budgets

b. How many venues there are for careers in hospitality, Understanding the different roles in the hospitality industry, how they all play together, how to utilize them in your day to day world, and how they all come together.

c. When studying hospitality in school, I was never introduced to the incentive travel business or what a Destination Management Company (DMC) was. Most of the focus was on hotels and traditional hospitality careers. I think educational programs need to do a better job of teaching the next generation about the wide variety of opportunities available in this industry. At 30 years old, I have been fortunate enough to see much of the world (6 continents!!!) through this career, and I wish I had known earlier about all the incredible paths and experiences this industry can offer.

d. President of SITE Midwest: Looking back, I would have appreciated more emphasis on the power of professional networking and relationship building.

The connections you make throughout your career are often just as important as the technical skills you develop. I also would have liked greater exposure to cultural awareness and global business etiquette. As our industry becomes increasingly international, understanding cultural differences and being mindful of diverse perspectives is essential to creating experiences where all participants feel welcomed, respected, and valued.

3. If there is one piece of advice you would want to pass onto emerging leaders - what would it be?

a. Don’t let “no” be the end of the conversation—stay curious, persistent, and willing to find another path forward. And don’t automatically choose the easy road; some of the most rewarding growth comes from taking on the challenge.

b. Find mentors you trust and lean into their guidance and advice when you need it!

c. Ask questions, don’t be afraid to raise your hand and ask questions, it is the best way to learn. There are so many ways to do things in the hospitality world that you need to ask why to understand the real reason behind a lot of what we do. Once you understand that and be able to ask questions you will grow quickly!

d. Never let anyone put you in a box. If you feel there is something you want to do, there is a good chance you can build a career around it. This industry is not always easy, but it allows you to meet amazing people and do some pretty incredible things. Approach it as a chance to experience life to the fullest, continue learning, and constantly expand your skill set.

e. Travel and experience as much of the world as you can. Some of the most meaningful lessons happen outside the classroom. Through travel, you develop a deeper appreciation for different cultures, perspectives, and ways of doing business. Those experiences not only make you a more well-rounded individual but also a stronger professional who can confidently navigate and respect diverse environments. I would also encourage emerging leaders to get involved in industry organizations early in their careers. While classrooms provide an important foundation, some of the most impactful learning comes through immersing yourself in the industry, building relationships, finding mentors, and learning directly from experienced professionals. Organizations like SITE provide invaluable opportunities to connect, grow, and gain perspectives that simply cannot be taught in a classroom. As President of SITE Midwest, I firmly believe that the future of our industry depends on investing in young leaders. Education provides the foundation, but meaningful growth happens when individuals engage with the industry firsthand, build relationships, and continuously seek opportunities to learn from others. The combination of formal education and real-world industry involvement is what truly prepares the next generation of hospitality and tourism professionals for success.

At SITE Midwest, we hope to continue to be a resource for emerging young leaders. Everyone’s career path is different. Circling back to my own, I started in the hotel industry thinking that is the only path. Over time, I learned that this industry is so big but so small at the same time. There are so many options for you but the network is important. Guaranteed that some of the different people you meet along the way know at least a few people that you have met on your own personal path. Keep those relationships strong. They make a huge difference in your career. Find your niche. I started working in the hotel but in my career, I have also worked in education events, entertainment operations, production, meetings, incentives, travel director, gifting, and even event talent relations. Find your niche and go for it. Experience the world and the industry. Dream Big!

We hope you see you at our regional meet ups for networking!!