Michelle Devitt '03

Account Executive,

Audio Visual Solutions,
Freeman

q: What do you do?

a: Manage audio visual solutions for the largest trade show services company in the U.S. This includes talking to show managers to find out about their A/V and lighting needs, building a proposal, selling it and then making it happen. I travel with accounts to ensure event consistency.

q: What's your favorite part of the job?

a: When things come together, like the creative scenery for a general session that the client really loves. I feel great when I know I have fulfilled my client’s wish list.

q: What's the greatest challenge?

a: Audio visual needs are usually decided late in the game, when show managers don't have much money left in their budgets. It's a challenge to create something wonderful and unique without compromising service or quality.

q: Do you stay in touch with any other UCF hospitality alums?

a: Working in this industry, I encounter a whole lot of Rosen grads. Some include Nila Kusher '99 M.S. '05, Tiffany Mora '06, Dean Treuren '98, and Michelle Trias '05.

q: Outside work...you're most likely to be seen?

a: I love to be outside worshipping the sun and playing with my daughter Taylor, who's one year old.

q: Your biggest accomplishment since graduating, outside your career?

a: My family; I got married, bought a house, had my daughter and have a Doberman Pinscher who's almost four years old.

q: How did UCF prepare you for what you do?

a: Since the program was small then, we had several classes with each professor and built great relationships with them. Dr. Deborah Breiter introduced me to people in the industry and helped me get my job. My internships at the Orange County Convention Center and installing A/V for events at the UCF Student Union were valuable experience.

q: How could the hospitality program have been better?

a: The professors really talk you up and make you think you'll get a glamorous job right out of school. In real life, the industry isn't used to four year degrees, and you still need to pay your dues through years of experience.

q: A UCF memory?

a: The friends I made in the Honors Dorm. Even though most have moved out of state, they will be my family forever.

q: Favorite meal in Orlando?

a: The Volcano Roll and Super Crunch Roll at Amura.

q: On your iPod?

a: Upbeat workout music.

q: Little known fact about you?

a: My dog is literally bigger than me! He loves to lie on my lap and watch T.V.

Leonard Pollard '01

Senior Manager of Strategic Planning,
Marriott Vacation Club International

(Leonard has three UCF degrees:
B.S. and M.S. in Industrial Engineering '01 and '03,

and M.S. in Hospitality and Tourism Management '07)

q: What do you do?

a: Manage research, analyzing results and making recommendations based on consumer feedback for the most efficient operations. Although not widely adopted yet, industrial engineering can help optimize hospitality functions including hours of operation, target marketing and drivers of consumer satisfaction. In a previous job at Disney, I worked in labor planning, using analysis to discover the optimal number of characters to have in the parks at any given time as well as entertainers and costumes. I've also analyzed pricing, inventory and project management for Starwood Vacation Ownership and Marriott Vacation Club International.

q: What's your favorite part of the job?

a: I love my view of the company. It's like I'm 30,000 feet above ground, looking down at its operations in totality. I can swoop down and make the best recommendations based on consumer responses to the operation. I enjoy working with the people in Operations and Sales to maximize both revenue and consumer satisfaction.

q: What's the greatest challenge?

a: Getting acceptance from people, especially those who have worked in the timeshare industry a long time, to view quality as a science. Phil Crosby and Edward Deming championed quality management practices within Engineering circles, but this hasn't been highly embraced yet within the service industry. The best example of success is Disney's Fast Pass. It was the result of researching problems and, through analysis, finding a way to make park operations run more smoothly and provide a better guest experience. Truly, the numbers don't tell us everything either; hospitality is still both an art and a science.

q: Do you stay in touch with any other UCF hospitality alums?

a: Mostly Josh Bergen '97 and Jeff Overgaard '04. Since I'm an adjunct professor at Rosen College, I'm also still in touch with faculty members.

q: Outside work...you're most likely to be seen?

a: Working on my doctoral dissertation, which focuses on service quality in timeshare operations. Although my Ph.D. will be in Industrial Engineering, Dr. Randall Upchurch from Rosen College is one of the professors on my dissertation committee because of his vast knowledge of the timeshare industry. Also, I participate in charity events including the Marriott Vacation Club Caring Classic, a golf tournament that we hold annually for Children’s Miracle Network here in Orlando. I have volunteered for the last three years and this picture is of me and Beth Ridenour, one of our Directors of Public Relations who help puts together this fantastic event.

q: Your biggest accomplishment since graduating, outside your career?

a: My son, who is four years old. He makes work seem easy!

q: How did UCF prepare you for what you do?

a: Through social activities and my fraternity, I learned to network, have a balanced life with both work and play, and deal with different cultures. Had I only gone to the College of Engineering and not Rosen College, I wouldn't have had a focus on meeting new people, which has been helpful to my career and life.

q: How could the hospitality program have been better?

a: Rosen College could market itself better within UCF, improving its image and expanding its exposure. Why can't Hospitality Management partner more with departments like Marketing, Entrepreneurship and Engineering? This could be done through symposium classes and collaboration in research.

q: A UCF memory?

a: Living on Main Campus and going to Homecoming every year.

q: Favorite meal in Orlando?

a: Lunch at Thai Thani on International Drive. Since it's near my office, I go there all the time.

q: On your iPod?

a: I don't listen to much music -- usually Talk Radio.

q: Little known fact about you?

a: When I was in grad school, I was the "House Dad" for the ATΩ fraternity. I lived in the house and helped managed the finances, kitchen and residents.

Teri Awwad '86

Senior Account Executive,
TBA Global

(Maiden name: Teri Chandler)

q: What do you do?

a: Acquire new clients and business for TBA Global, a destination management company with 16 offices. My 20+ year career in hospitality sales and marketing includes working at Mears Transportation/Hello Florida, serving as V.P. of Park and Convention Sales for Universal Studios, and managing the account production team for GES. In my current position, I primarily help clients plan events in Orlando and Tampa, but also work on projects in areas where we don't have a local office, such as Austin.

q: What's your favorite part of the job?

a: The creativity! There are more resources here for creating brand and image than anywhere else I've worked. Our services include destination management for events, but that's just a small part of what we do, so I'll end up working with the V.P. of Marketing for a company, not just the meeting planner. If we do our job right, the job is never done -- we move our clients into other product lines and to our other destinations.

q: What's the greatest challenge?

a: The economy. I'll write a proposal and barely press "send" on my e-mail and then get a phone call that the event's been canceled. Many events are significantly scaled back so I'll plan an event with a budget of $100,000 only to find out that it's been cut to $50,000. I end up doing twice the work which, if you don't plan right, will decrease productivity. I empathize with the clients. It's hard on them too.

q: Do you stay in touch with any other UCF hospitality alums?

a: I was in the second class ever to graduate from UCF with hospitality degrees. I stay in touch with many of them including Laura Alsup Hutchins '87, Karen Atkinson '88, Kathy Barrere '86 and Kelly Harrington. Many of the original hospitality graduates got together recently to attend a UCF alumni reception together.

q: Outside work...you're most likely to be seen?

a: On the golf course, in my belly dancing class, or at my kids' activities.

q: Your biggest accomplishment since graduating, outside your career?

a: My kids, Channa (age 15) and Jordan (age 8), and their accomplishments.

q: How did UCF prepare you for what you do?

a: Dr. Pizam required us to attend functions for NACE, CFHLA, HSMAI and other organizations, primarily because he wanted us promote the new degree program at that time. It had the added benefit of integrating us into the hospitality community. The required work hours in several different functions and companies was invaluable. For instance, I worked as a banquet server in the University Dining Room (called "UDR"). That helps with my job today, which can entail talking with banquet captains to ensure they have proper instructions to make an event successful.

q: How could the hospitality program have been better?

a: Back then we had a very narrow curriculum. In fact, we only had one textbook: "Introduction to Hospitality." We also used the newly-released Professional Convention Management Association (PCMA) Handbook which was just that, a handbook and not an official textbook. The students now have it so much better.

q: A UCF memory?

a: The camaraderie of the hospitality students. Back then it was an extremely small group and we were like a family. We socialized together and carpooled to hospitality events.

q: Favorite meal in Orlando?

a: The burrito bowl at Chipotle, and everything at Tijuana Flats.

q: On your iPod?

a: I don't have an iPod! I still love disco and 80's music. My husband is from Jordan and I've learned to appreciate Arabian music.

q: Little known fact about you?

a: I worked at this same company 23 years ago. Ironically my first job out of UCF was working at the event company called Safaris, Inc. which was acquired by another company and then in turn became part of TBA Global, so it's as if I've come full circle.

Alison Helfferich '07

Entertainment Production Coordinator,
Universal Studios

q: What do you do?

a: I source and coordinate entertainment for special events. This includes everything outside normal park operations; for instance, a corporate group having a party. The entertainment can basically be anything...stilt walkers, a DJ or Universal characters.

q: What's your favorite part of the job?

a: The variety. One day could be a party at Marvel Super Hero Island and the next, I could be finding entertainment to fit a New York City theme. I also love working in the theme park. I get the opportunity to work on private parties within parts of Universal's large special events like Mardi Gras and Halloween Horror Nights.

q: What's the greatest challenge?

a: The seasonality of events.

q: Do you stay in touch with any other UCF hospitality alums?

a: Maureen Callahan '04 (M.S. '07), Cathryn DeCecco M.S. '08, Mary Ricci '09, Yolanda Stevens '09 and twins Cedar Watson '05 and Megan Watson '05. I also see lots of current Rosen students who are working at Universal.

q: Outside work...you're most likely to be seen?

a: With friends, or soaking up the entertainment industry through T.V. and movies.

q: Your biggest accomplishment since graduating, outside your career?

a: Lots of volunteer projects. Last month I worked on the Green Cities™ Florida Conference at the convention center.

q: How did UCF prepare you for what you do?

a: I was the fourth person to ever graduate with an event management degree, so know they were still working out all the details of the program. I learned professionalism and to be prepared for anything by thinking outside the box. The Theme Park Management class introduced me to how theme parks work.

q: How could the hospitality program have been better?

a: Some of the courses need to have a broader scope of content. For instance, in my Event Risk Management (law) class, all the lectures were about 9-11 and terrorism. In real life, risk management can include something as simple as rain plans. The professor in my Entertainment Arts and Events course had a Disney background, so every single lecture was about Disney. If the professor's knowledge is narrowly focused, he or she needs to make sure the curriculum includes a wide variety of topics and outlooks, perhaps by using guest speakers.

q: A UCF memory?

a: Being a Resident Assistant in the dorms. Because my first three years were at the University of South Florida, it was a great way for me to meet people at UCF. It gave me experience in event planning (we had to plan one a month), crisis management, working with people, and even lodging management. The dorm is in many aspects like a hotel, with "check-in" and managing keys, etc.

q: Favorite meal in Orlando?

a: Sharing several tapas dishes with friends at Café Tu Tu Tango.

q: On your iPod?

a: Country, Christian Rock, Rock, and Top 40.

q: Little known fact about you?

a: I'm an avid fan of Major League Soccer.

Brenda Urias '02

Marketing Manager,
AAA Travel Programs

q: What do you do?

a: I've worked at AAA promoting travel and tourism for 11 years. In my current position, which I've held for about a year, I manage nationwide advertising campaigns for AAA Travel, which not many people realize is one of the largest leisure travel agencies in the U.S. One of my projects is creating eight "virtual travel shows" per year. Consumers can have the experience of attending a travel show -- learning about all the latest travel destinations and packages -- completely online, without leaving their homes.

q: What's your favorite part of the job?

a: Working with national travel partners, including hotels, cruise lines, tour companies and Disney. I'm passionate about travel and marketing, and love getting the messages out to consumers.

q: What's the greatest challenge?

a: There's not enough time to do everything. I have a huge list of ideas but can only accomplish some of them.

q: Do you stay in touch with any other UCF hospitality alums?

a: Brittney Shaw '04 and Alison Watkins '02 also work here at AAA. I see several others including Chris Fletcher '97 and Noelani Torres '02.

q: Outside work...you're most likely to be seen?

a: At the theme parks. I get a different annual pass each year. I also like to go out Downtown with my girlfriends and, of course, travel!

q: Your biggest accomplishment since graduating, outside your career?

a: Raising my two children who are ages three and 13. Also, a marketing paper I wrote about Dubai for my master's program at Webster University was selected as one of the Top 4 in Florida and is now in the Library of Congress.

q: How did UCF prepare you for what you do?

a: It taught me about all segments of the travel industry. The "Travel Agency Management" course plus classes covering theme parks and conferences were extremely helpful to what I do every day.

q: How could the hospitality program have been better?

a: If the new campus opened before I graduated. For instance, imagine us crammed into a tiny little kitchen at the Main Campus for the "Beverage Management" course. At Rosen College, they have a full size bar.

q: A UCF memory?

a: Dr. Milman's courses in theme park management were fun and let us be so creative. I enjoyed the assignment of creating our own theme park.

q: Favorite meal in Orlando?

a: The Garden of Eden Grill And Hookah in Kissimmee. It's Arabic and Mediterranean food. Everything's really good.

q: On your iPod?

a: Mostly Latin music including salsa and merengue, but also hip hop, R & B and lots of Josh Groban.

q: Little known fact about you?

a: People don't know that I do so much charity work. Even though I live in Clermont and drive all the way to Heathrow each day, I still go to Oviedo on the weekends to volunteer for Boys Town of Central Florida. I also volunteer for the BETA Center. For my community service, AAA recently recognized me with the James B. Creal Citizenship Award.

Annette Udziela '98

Sales and Marketing Account Executive,
Convention Planning Services

q: What do you do?

a: I work for a family-owned destination management company (DMC). CPS has been in the business for over 33 years and has about 40 full-time employees and 250+ part-time event coordinators. We have been the in-house DMC at the Gaylord Palms since 2001 and will be in-house at the Waldorf Astoria Orlando and the Hilton Orlando Bonnet Creek (opening October 1, 2009). We operate in all hotels and even the Orange County Convention Center. My job is to market and sell our services to association, corporate and incentive clients who have selected a Florida destination for their program. Following is just a sampling of the services we can provide: transportation (hotel shuttles, VIP moves, airport meet & greet), theme parties, entertainment, off-site events, tour programs and discounted attraction ticket programs.

q: What's your favorite part of the job?

a: Building relationships with my clients and vendors.

q: What's the greatest challenge?

a: Keeping the perfect balance of managing new leads, following up with leads-in-progress to close the deal, and managing current projects. Also, groups are making their decisions very last-minute; whereas in the past they might finalize the details of their trip a year in advance, some will wait until even the last two weeks.

q: Do you stay in touch with any other UCF hospitality alums?

a: Summer Hansen Davey '97, Nila Kushner '99 MS '05, Ellen Ouellette '98, Dean Treuren '98 and Megan Williams '07.

q: Outside work...you're most likely to be seen?

a: It depends on the day. Currently I live in Winter Park, but spent many years downtown in Thornton Park. The local Farmer’s Markets have been quite fun. I like to make appearances at local special events. I also volunteer at Coalition for the Homeless.

q: Your biggest accomplishment since graduating, outside your career?

a: Buying a condo in Winter Park.

q: How did UCF prepare you for what you do?

a: I quote Dr. Bill Quain: “it's 20% what you know, but 80% who you know”. I landed my first job at the Orlando CVB back in May 1998 shortly after volunteering for a SITE (Society of Incentive Travel Executives) Convention and made a lasting connection with the CVB representative that was working the group. I was in shock that only two students took that opportunity to volunteer out of a class size of 150 or more. I attribute my success in my career to networking. Some colleagues have referred to me as "the Mayor of Orlando" since I seem to know someone, where ever we go. (Interviewer note: Annette's the first UCF hospitality alum I've interviewed that I had personally met before, so maybe she does know everyone.)

q: How could the hospitality program have been better?

a: Can't think of anything; it was a great experience.

q: A UCF memory?

a: I loved the group projects, perhaps because I'm a people person. When it came time to choose group members for our classes (then in the College of Business), everyone felt they needed a Finance major and a Marketing manager for their teams, but Hospitality Management? I let everyone know I'd provide the food and beverages! One group project that stands out was for Ben and Jerry's, for my Cornerstone class. Another time we conducted a feasibility study for a new hotel concept. Our group ended up making a video recapping the study and based it on Beatles music because the professor was a huge Beatles fan.

q: Favorite meal in Orlando?

a: Hmm...so many choices. Depends on the mood, but I always like having brunch with friends.

q: On your iPod?

a: Don’t frequently change, but it's my goal to clear out the memory and put some new music on it.

q: Little known fact about you?

a: I try to always remain positive and portray a positive attitude. Service with a smile!

Anne Fischer '04

Senior Manager,

Lifestyle and Digital Marketing,
Busch Entertainment Corporation

(Maiden name: Anne Cecil)

q: What do you do?

a: Help integrate Busch Entertainment's brands into your daily life. Using social media, we're able to interact with you even when you're not physically visiting one of our parks. You can follow Shamu's adventures throughout the day on Twitter or use a Facebook application to play Sea World's Photo Adventure game -- all allowing us to stay top of mind. My office sets the strategies for all 10 theme parks.

q: What's your favorite part of the job?

a: I can dive in and learn something new all the time, and do things that have never been done before. Because the Manta ride opened a month earlier than planned, we literally announced it to the world within 24 hours using Twitter. It's all so enjoyable that I have difficulty telling where my professional life ends and personal life begins; it's all intertwined.

q: What's the greatest challenge?

a: You can never be fast enough to keep up with social media. Our reaction time needs to be very quick. If a consumer requests something, like a photo of an otter, we may have to scramble to locate one. The positive side of this is that we're in control of messages going right to our customer without any delay time; in the past, we were at the mercy of journalists who would decide whether or not they wanted to publish a story. If they did, it could take a long time to get published and from a certain angle to meet the writer's objectives. We have the power of proxy now.

q: Do you stay in touch with any other UCF hospitality alums?

a: Dave Buckalew '05, Erica (Acquavita) Buckalew '04, and Michael Fisch '04.

q: Outside work...you're most likely to be seen?

a: At the Dr. Phillips dog park with my silky terrier Nate.

q: Your biggest accomplishment since graduating, outside your career?

a: Getting married, and also running the Disney Marathon. While at Rosen College, I ran the Gold Coast Marathon along the ocean in Australia. I was studying abroad at Griffith University, one of Rosen's sister schools.

q: How did UCF prepare you for what you do?

a: It introduced me to the tourism industry. Most importantly, it gave me the confidence and tools to continue learning. Tourism is continually evolving and so is marketing. I'm able to evolve with them.

q: How could the hospitality program have been better?

a: The new campus opened up my last semester. The students now have it so good. I would have loved to have been here all four years.

q: A UCF memory?

a: Football games, tailgating parties and all the fanfare that goes along with rooting for your team.

q: Favorite meal in Orlando?

a: Yellow Dog's 'Famous' Pulled Pork sandwich at Yellow Dog Eats in Gotha.

q: On your iPod?

a: The Zac Brown Band (I went to the concert in Jacksonville) and being from Kentucky, lots of country music.

q: Little known fact about you?

a: Although the Manta flying roller coaster has only been open three weeks, I've been on it 19 times.

Joshua Bergen '97

Director of Accounting,
Wyndham Vacation Ownership

(Josh has three UCF degrees: B.S. in Hospitality Management '97,

B.S. in Accounting '00 and M.S. in Hospitality and Tourism Management '05)

q: What do you do?

a: Manage all accounting for the reservations and owner services division of the largest timeshare company in the U.S. This includes forecasting, budgeting, preparing and reviewing financial statements. Ironically, I had no interest in accounting when I got my hospitality degree in the College of Business; I remember how shocked professor Dr. Stephen LeBruto was to find out that I went back for an accounting degree, and followed that career path within hospitality.

q: What's your favorite part of the job?

a: Working in close proximity to the vacation planning counselors, and being hands-on with the leaders in operations.

q: What's the greatest challenge?

a: Balancing the budget while still providing extraordinary service to Wyndham customers.

q: Do you stay in touch with any other UCF hospitality alums?

a: There are too many to list, especially since I've taught Financial Accounting as an adjunct professor at Rosen College. My wife, Hope Bergen, graduated from UCF with an accounting degree in 2001.

q: Outside work...you're most likely to be seen?

a: Hanging out with my kids -- a two year old girl and three year old boy.

q: Your biggest accomplishment since graduating, outside your career?

a: Becoming a grown up.

q: How did UCF prepare you for what you do?

a: Through the studying process, I learned valuable skills like perseverance, how to focus on the most important deadline, doing the job right the first time and to read directions thoroughly before starting a project.

q: How could the hospitality program have been better?

a: I should have participated in the networking organizations. At the time it seemed like enough to be working two jobs, attending classes and meetings for group projects, studying and commuting to the coast, but looking back, I could have made time for it. Rosen College gave me the opportunity to meet leaders in the field; in hindsight I can't believe I had so many important people's business cards, but never followed up with them.

q: A UCF memory?

a: Meeting my future wife at the Palm Bay Campus and then again at the Main Campus. After her graduation we started dating and the rest is history.

q: Favorite meal in Orlando?

a: Everyone knows how much I like Texas de Brazil Churrascaria on International Drive. My co-workers recently bought me a gift certificate.

q: On your iPod?

a: No iPod! I listen to SIRIUS Satellite Radio. I have a lifetime membership, having subscribed since it first came out.

q: Little known fact about you?

a: If networking were an Olympic sport, I'm working on getting the gold medal for Orlando. I've personally organized several events per month with 200+ people through the networking site Linkedin. I hope to see more UCF students and graduates attend!

Liza Causey '09

PR and Business Development Manager,
Chatham's Place Restaurant

(Pictured with owners Maurice and Tony)

q: What do you do?

a: Promote the restaurant and manage group events. Chatham's Place is a fine dining venue since we only seat 70 people in the main dining room and up to 24 in the private wine cellar. Reservations are highly recommended, since one of our specialties is personalizing everything for each guest. We even arrange the tables in the restaurant every night according to who is coming. Zagat's consistently rates Chatham’s Place as one of the best in Orlando, and just this month we made it to their list of top 720 restaurants in the entire world.

q: What's your favorite part of the job?

a: The people, who pride themselves on excellence. They're like a family to me; they even hosted a graduation party for all my relatives. The owners give me autonomy to do what I feel is best for the restaurant; for instance, I changed the menu wording to make it look better based on ideas from Rosen College professor Perry Lynch. I also created a new web site with photos I took.

q: What's the greatest challenge?

a: Being a small business, the focus has been on outstanding food quality and service, but there aren't procedures and processes in place on the business side. I'm creating them as I go along.

q: Do you stay in touch with any other UCF hospitality alums?

a: Since I recently graduated, I keep in touch with both alumni and current students. I will always remember relationships built with faculty and staff.

q: Outside work...you're most likely to be seen?

a: At Chatham's Place with my husband. We really love it here. It's like being home, but with really good food.

q: Your biggest accomplishment since graduating, outside your career?

a: I'm training for a half marathon, starting with my first 5K with the National Training Center in Clermont.

q: How did UCF prepare you for what you do?

a: It taught me how to network. Chatham's was a member of some organizations. I've taken full advantage of meetings and events, and also joined organizations that are new to Chatham's like MPI and wedding planner groups. We're getting so much more exposure to the right people.

q: How could the hospitality program have been better?

a: Classes required for the event management program have too much overlap in content. New courses should be added to the curriculum for technical skills needed for event management jobs, such as designing web sites and producing marketing brochures.

q: A UCF memory?

a: Receiving a scholarship from Harris and Trisha Rosen, and meeting Mr. Rosen in person at the awards ceremony on my birthday. Also the night that Dr. Hyung-Il Jung ("Young") stayed until 8:00 p.m. to help me with finance and accounting. I had come by his office around 4:30 p.m. and he wouldn't give up on me until I understood how to solve the problem. He is truly dedicated to teaching, and everything a professor should be.

q: Favorite meal in Orlando?

a: At Chatham's Place: Chatham's Cosmopolitan, the velvety lobster bisque, the Brie à la Carozza salad and the Chilean sea bass grilled with lemon, butter, Worcestershire, and white wine, topped off with an amazing pecan macadamia nut pie.

q: On your iPod?

a: An enormous number of songs ranging from Latin music to opera to rock to rap to Kenny Chesney.

q: Little known fact about you?

a: My wheels are always turning. I'm always thinking of ways to help people or make things better everywhere I go.