My real story: Hayden G

Age: 24

Education: I have dedicated much of my time to my studies and attaining relevant skills through training seminars.  During this time I have attained an Associate Degree in Hospitality Management from the International College of Management Sydney and completed a Bachelor of Business Administration at Macquarie University.

Current position: Operations Analyst, Hilton Sydney

Number of years at the hotel? 5 years

What does my role entail? My current position is to oversee and manage all of the hotels Operational efficiencies and labour management system and work with our senior leadership, executive team and our regional team to meet our operational effectiveness targets.

How I got my start in the hotel industry: I had a mentor in high school from year 10. My best results were in business and hospitality, so it just made sense to pursue a career in that industry, plus I loved it!

Why do you like working in Hotels? It’s fast paced. Whilst my job has its set tasks each day there are so many other variables that come into play.

What surprised you about working in hotels? What goes on back of house and the overall operation of the hotel. Everything is so in sync.

What my career has looked like to date: I started as a Food and Beverage Attendant. After I finished my Associate Degree I received a promotion to Banquet Team Leader. After seven months, I was promoted to Assistant Room Service and Mini Bar Manager, and then Assistant Manager – Glass Breakfast. I have since been promoted to Operations Analyst. My career progression to date has required hard work and dedication, but more than that, I have a burning desire to excel.

During your time at this Hotel, what has been your proudest moment? Redesigning our hotel arrival amenity structure to showcase the creativity and quality that the Hilton Sydney is known for has been my proudest moment.

What has been your greatest professional achievement to date? Winning the 2016 TAA Excellence in Service award.

Where do you wish to go from here? I wish to spend 1.5 – 2 years in my current role and then return to Operations as an Assistant department head or Head of Department in either Front Office or Food and Beverage.

What challenges do you face in this role? My job is to challenge the status quo of an operation and develop new operation processes, which leads to conflict between myself and other management. The challenge is to create a collaborative understanding and manage up!

Why do you like working in the accommodation industry? The hotel industry is the perfect platform to excel in business and it also provides the opportunity make peoples days amazing.

What message do you have to tell others about working in the accommodation industry? The hotel industry is a hard working environment that can take up a lot of your time and energy. However, the more you put in, the greater the reward! Hotels have so much to offer, including a professional career.

What advice would you give to people considering a career in Hotels? The first thing you need to ask yourself is do I love hospitality? To thrive in this industry you really need to have a passion for what it is you are doing. The rest will come over time but passion is key.

Have you travelled as part of your career in Hotels? Not yet, however this job does come with the opportunity.

Have you met anyone famous during your career in Hotels? I have met Gail Kelly and Eminem briefly in passing.

Can you bust any Hotel career myths? It is definitely an exciting industry to work in, each day is different and VIPs come in and out in the blink of an eye. As for the pay and the hours, that’s in the eyes of the beholder, however, it is definitely not your 9-5 office job!

What training have you received from your employer as part of your professional development? I’ve received Excel training and MICROS training and am now the System master for the hotel.

Tell us about one of your best Hotel experiences? One of my best experiences was in the breakfast restaurant where I really engaged with our regular Hilton Honors members and overtime they became more friends than guests and we would catch up on stories right from where we left off many months ago. It’s those experiences that make us all love what we do.

What skills have you learnt on the job? I’ve learnt how to read people, delegation, thinking 3 steps ahead, rostering and consideration of the big picture in decision-making.