Global hospitality keys: treat relationships as gifts, keep the faith

Houston is home to more than 10,000 restaurants and its culinary landscape within recent years has received much well-deserved national attention and praise. Chefs and restaurants continue to be recognized for their innovation and skill, and have received nominations and wins from the prestigious James Beard Foundation.
In a city that is experiencing massive growth, we are often part of discussions regarding workforce development initiatives. That is, how do local economies create opportunities for the workforce to obtain education and training that will prepare them for a path of rewarding and productive career development?
In this wider discussion, there is often little focus on the hospitality industry, a truly global industry. However, there is much that can be learned and with a closer look, there are many lessons that can be applied across industry lines.
The global hospitality industry is a $1.8 trillion industry that is expected to directly employ more than 120 million people and support more than 300 million jobs by 2020. The industry includes not only restaurants and hotels but also cruise lines and casinos, and it is the world’s No. 1 employer.
A top program
Houston, a large market for the industry, is proud to be home to the University of Houston’s Conrad N. Hilton College of Hotel and Restaurant Management, which is consistently ranked among the top hospitality programs in the world. More than 7,300 alumni are working in hospitality leadership positions in more than 50 countries.
The professor behind many of the programs offered at the Hilton College is Ki-Joon Back, Ph.D., associate dean for Research and Graduate Studies and Eric Hilton Distinguished Chair.
As a young boy growing up in Seoul, Dr. Back didn’t realize how his interest in people and working as a cook would take him on a unique journey. His family moved to Hong Kong and after finishing high school, he moved to Perth, Australia, then on to Las Vegas, where he received his degree in hospitality management while working as a casino marketing manager.
The hospitality industry is all about people, and from his observations on human behavior in the casino industry, Dr. Back began consulting in developing gambling prevention and treatment programs.
Dr. Back moved to Houston when a mentor shared with him a vision of the UH program. International programs have been developed through reciprocal exchange programs, dual degree programs, study abroad programs with international partners, and even a branch campus in Lima, Peru.
Their unique Global Hospitality Business program was developed with Ecole hoteliere de Lausanne (EHL) in Switzerland and The Hong Kong Polytechnic University School of Hotel & Tourism Management where students spend one semester on each of the three campuses plus a three-month consulting project with one of nine global hospitality companies.
In terms of its local impact, the Hilton College has developed training programs for employees in customer service delivery, customer satisfaction surveys, market analysis, and layouts for service stations useful in any service industry such as hospitals, tourism, financial services and meeting/event planning. These programs offer opportunities for the local workforce and local employers in the industry to develop their skills.
Four great lessons
What has Dr. Back learned throughout his career?
Maintain Relationships — Treat them as gifts and focus on their strengths.
Keep the Faith — Life doesn’t go as planned and opportunities show up elsewhere.
Communication — effective listening and transparent communication are crucial.
Interviewing — Look for a great hospitality personality.

But what is more, especially for those starting out in the industry is that working in a kitchen is not a dead-end job. Hospitality and service jobs will always be in demand, and there are ample opportunities to learn universal lessons that can be translated to higher positions and even other industries.

Linda Toyota is president of the Asian Chamber of Commerce of Houston. With more than 20 years experience in the nonprofit community, she has worked with a wide array of nonprofit organizations including the Holocaust Museum Houston, the Houston Technology Center, the Texas Heart Institute and the Houston Area Women’s Center. Contact her at [email protected].