Monday, August 31, 2009

Jose Chavez '06

Front of House Manager,
The Ritz-Carlton, Charlotte
(left to right: brothers Andres Chavez UCF '08, Jorge Chaves UCF '07 and Jose Chavez UCF '06)

q: What do you do?

a: Manage the front desk, call center, guest relations, bellmen and doormen, and retail shops -- pretty much everything the guest experiences except housekeeping. As of next month, I will have worked at Ritz-Carlton five years, first working at the Ritz-Carlton in Orlando and then moving up to Front of House Manager for The Ritz-Carlton, San Francisco. This new Ritz-Carlton, Charlotte with 146 rooms will open on October 1.
q: What's your favorite part of the job?
a: Interacting with the ladies and gentlemen who stay here, and with the staff. I truly am a people person and enjoy providing Ritz-Carlton's legendary customer service. This company believes in developing its people. Your career here can be whatever you want it to be.
q: What's the greatest challenge?
a: Saying "no," because we like to say "yes" to everything a guest dreams or imagines. Very rarely though, what they want is a little too far out there, or I just can't make a request happen or give an employee the day off that he or she wants.
q: Do you stay in touch with any other UCF hospitality alums?
a: Many, but especially my brother Jorge Chavez '07 who works at The Ritz-Carlton Orlando, Grande Lakes, and Devin Kammerer '06 who works at The Ritz-Carlton, Key Biscayne.
q: Outside work...you're most likely to be seen?
a: At sporting events, especially local baseball or basketball games. Also traveling for both work and pleasure. I've been in a different city every month this year, including Austin, Los Angeles, Palm Beach, Shanghai and Beijing.
q: Your biggest accomplishment since graduating, outside your career?
a: Moving across the United States twice without knowing anyone. With all my family in Miami, this was a bold move.
q: How did UCF prepare you for what you do?
a: There's no way I'd be where I am now without my four years at UCF. It taught me the basics of what the industry's like. There was always someone at Rosen who had worked in hospitality who could motivate and guide you, and sit down and talk to you about their experiences. For instance, Professor Robert Ashley told us such great stories in his classes; you could tell he has real passion for what he does.
q: How could the hospitality program have been better?
a: It gives students the wrong perception that they can graduate and get management jobs. You need to work hard to get the respect of front-line staff who may have worked in their jobs 10 years or more. I know my generation is often considered the "entitlement generation" but hospitality is an industry where you truly need to earn your keep.
q: A UCF memory
a: When the basketball team won 18 games in a row and made an impact on SportsCenter. We had Dexter Lyons then. I remember the old arena being filled to capacity and people lined up four hours early to get seats for the games, even though they were free. I loved UCF Basketball and it's so neglected compared to football.
q: Favorite meal in Orlando?
a: At Oceanaire. The service, selection and wine pairings are superb.
q: On your iPod?
a: Mostly hip hop including Lil Wayne, Kanye West and Jay-Z.
q: Little known fact about you?
a: I love french fries. I don't like anything on them though. People can't believe I won't even try them with ketchup or dipping sauces.

Friday, August 28, 2009

Will Rogers '06

Musician
(Will is pictured on the left)

q: What do you do?
a: I play in a cover band in Chicago called Jukebox Love Affair, and also in an Orlando-based ska band called SUCKERPUNCH!, which has played at Real Radio events and opened for acts like Less Than Jake. I'm in the process of launching a new band...details coming soon. While at UCF, I minored in music. There are so many parallels between music and hospitality. Hospitality is a form of entertainment. They both depend on the end user's perception of the overall experience.
q: What's your favorite part of the job?
a: Seeing the response of the audience when we perform. The music industry rewards creativity and personality. I knew that I'd never follow a sterile corporate career path.
q: What's the greatest challenge?
a: Sitting in a room and practicing for hours and hours. Music is unlike some other professions where you can read a book and know how to do your job. It truly takes practice to get it right. Music is a labor of love.
q: Do you stay in touch with any other UCF hospitality alums?
a: Carolanne Vann '07, who is also living in Chicago, as well as Ryan Stiner '01, M.S. '05, Jonathan Ahus '06 and Jay Garcia '07.
q: Outside work...you're most likely to be seen?
a: Checking out some live entertainment.
q: Your biggest accomplishment since graduating, outside your career?
a: Picking up and moving to Chicago. Also, nearing completion of my master's degree in Arts, Entertainment and Media Management. I only have one semester left to go. Ultimately, I'd like to combine my expertise in and passion for both hospitality and music in a position at a large entertainment venue, such as House of Blues.
q: How did UCF prepare you for what you do?
a: It taught me how to build relationships and work with other people. No one wants to work with a jerk. Also, knowing the hospitality industry inside and out is important to success in the music industry, since the places that entertainers play are all hospitality venues. Understanding how the operations function, and respecting where the employees are coming from, makes it easy to work with the locations that host my bands.
q: How could the hospitality program have been better?
a: It needs more focus on entrepreneurship, and on opportunities outside Central Florida. Rosen College does a great job of preparing its graduates to become managers in big-name Orlando-based corporations, but the hospitality world is so much larger.
q: A UCF memory?
a: Co-chairing the beer club. Also, Professor Ron Logan's Entertainment Arts and Events course. In that class, we coordinated the Gameday Entertainment and promotion of special events for UCF Football.
q: Favorite meal in Orlando?
a: At the Artist Point restaurant at Disney's Wilderness Lodge Resort: the grilled buffalo striploin with goat cheese polenta, ancho-cherry compote, baby golden beets, asparagus, and dark chocolate red wine reduction. I also get the side of sweet potato hazelnut gratin. I worked at Disney several semesters for my Rosen College internship requirement, and thoroughly enjoyed my time there. It sets a high standard of service and quality that is the model for many Orlando-area hotels and restaurants, but not found everywhere in the United States.
q: On your iPod?
a: Lots of ska, rock and funk.
q: Little known fact about you?
a: From birth, I've been missing one of the spongy disks that goes between two of my vertebrae.

Wednesday, August 26, 2009

Megan Morrison '07

Coordinator,
Minding Your Business, Inc.


q: What do you do?
a: MYB is a strategic meetings and events agency headquartered in Chicago. I'm responsible for building and maintaining the registration websites for programs, coordinating and operating on-site registration desks, building proposals, sourcing meeting and event venues, budget management and attendee rooming lists. On-site, I assist with the logistical operations of the program, including F&B and room set-up checks, A/V management and production assistance. After the event, I work on billing and evaluations. I'm fortunate to be involved in many aspects of the conception and operation of programs. Another fun part of the job is networking at industry events.
q: What's your favorite part of the job?
a: I enjoy getting to interact with each of my clients and operate programs on-site. Just like each client, each program is different and provides new opportunities, challenges and experiences.
q: What's the greatest challenge?
a: Other than the economy, which everyone in every industry is facing, the greatest challenge is providing high quality service while meeting, and hopefully exceeding, the client's goals and objectives for the program.
q: Do you stay in touch with any other UCF hospitality alums?
a: Yes, Erin Considine '07, Abby Cohen '06 and Megan Doney '05, M.S. '08.
q: Outside work...you're most likely to be seen?
a: Either at a street fest, a Cubs game or finding a new local restaurant. Chicagoans take advantage of the summer weather since it’s so cold six months a year, so I’ve been spending a lot of time outside recently.
q: Your biggest accomplishment since graduating, outside your career?
a: Moving to Chicago. I didn't come here for a specific job, but wanted to see what was outside of Central Florida. Having been born and raised in Orlando, it’s hard at times because the majority of my family still lives there, but Chicago is such an amazing city that I’m finding new and exciting things to experience all the time.
q: How did UCF prepare you for what you do?
a: The group projects and course of study were very helpful in building the foundation for my career. I feel the professors sharing their real-life experiences, and the hands-on experience I gained during my internship, is what really built upon that foundation and has helped me succeed.
q: How could the hospitality program have been better?
a: I think with hospitality being such a young curriculum, Rosen was able to offer a lot of knowledge and insight into the industry. However, I feel that its focus was very limited to what the hospitality industry consists of in Orlando. There is so much more out here, other than theme parks and hotels.
q: A UCF memory?
a: Graduation. I had a group of 1,500+ in town and had to keep my Blackberry under my gown in case my client called. After being in our industry and looking back, it seems fitting that even on my graduation I was a phone call away for my client.
q: Favorite meal in Orlando?
a: Houston’s … I have it every time I come back. Try the artichokes; they’re amazing!!!
q: On your iPod?
a: A little bit of everything, really … Kenny Chesney, Bon Jovi, Snow Patrol, Matt Nathanson, and, of course, Sister Hazel.
q: Little known fact about you?
a: I'm a HUGE sports fan – especially of the Orlando Magic! Being a Central Floridian living in Chicago and seeing them in the finals this year was great; I made it to two playoff games. Although it was tough to see them lose, it made me proud to be from Orlando and I know we’ll get ‘em next season!

Tuesday, August 25, 2009

John Walker '06

Lifestyle and Digital Marketing Coordinator,
Busch Entertainment Corporation


q: What do you do?
a: Deliver our brands into the everyday lives of consumers through emerging media including Facebook, Twitter, web development and blogs. Conversations are happening about us regardless, so I enjoy seeking them out and having day-to-day interaction with brand advocates who speak highly of us.
q: What's your favorite part of the job?
a: I get to go on Facebook and Twitter while I'm at work! In all seriousness, it makes me happy seeing how the digital community responds to what we do...whether through a blog post, tweet, or even fan mail. Some little girls hand colored a card that said "Shamu, you're our favorite whale" and mailed it to us. This is all because their Mom won a Shamu plush, t-shirt and hat through a Twitter contest. It's funny how the smallest gift of appreciation created an incredibly rewarding day.
q: What's the greatest challenge?
a: Staying current with what's hot. The digital landscape is ever-changing.
q: Do you stay in touch with any other UCF hospitality alums?
a: My girlfriend Kelly Garrett '07, who I met in Dr. Iskat's class, and also my boss Anne Fischer '04, Omaira Dostie '06, Kate Hovey Witherspoon '05 and Angela Krull '05.
q: Outside work...you're most likely to be seen?
a: Hanging out with my girlfriend, surfing at the beach or playing music. The best weekends are when I do absolutely nothing.
q: Your biggest accomplishment since graduating, outside your career?
a: Going back to school. I only have one semester left to finish my master's degree in Hospitality and Tourism Management at Rosen College. Also I'm proud of working at the same company for so long. I started working at Sea World in 2005.
q: How did UCF prepare you for what you do?
a: It gave me the interpersonal and life skills needed to form relationships, and a service-minded personality.
q: How could the hospitality program have been better?
a: It should have fewer group projects. If I took 4-5 classes at a time, it meant 4-5 group projects going on similtaneously.
q: A UCF memory?
a: Football games. In particular, storming the field at the Citrus Bowl when we finally won after a 0-17 game losing streak.
q: Favorite meal in Orlando?
a: Whatever I am cooking for dinner of course. If I'm not cooking, I like Seasons 52 or the pulled pork at Wildside BBQ.
q: On your iPod?
a: Mostly the Dave Matthews Band and the Allman Brothers, with a little John Mayer.
q: Little known fact about you?
a: I'm adopted. Also I'm color blind. The two have nothing to do with each other.

Wednesday, August 19, 2009

Brandon Yau '09

Entrepreneur,
Hao Hao Chinese Kitchen

q: What do you do?
a: Run a brand new Chinese restaurant in Kissimmee that just opened on July 28. I work 70-80 hours a week doing everything from cooking to cleaning. My father's a chef and said that I have a gift for this since it only took me three days to master making all the sauces. I wrote part of the business plan for my Leadership and Strategic Management in the Hospitality Industry class, and presented it to the bank, and I got the loan.
q: What's your favorite part of the job?
a: Being my own boss. I get to embrace my creative side. Also I meet new people from all over the world every day. A family with a terminally ill child happened to come in yesterday, here in Orlando because of Give Kids the World. I was so happy to be able to provide them with a free meal, as an act of faith.
q: What's the greatest challenge?
a: Maintaining a positive attitude. Dealing with recessive times, I need to be creative in how I market and sell our product. I have a very large marketing budget, an important investment for any business, regardless of whether or not it's currently making a profit. I thought I'd be doing mostly take-out but we're getting a lot of dine-in business and repeat customers because of the food and decor. This is real home cooking where we make everything fresh every day, even our own egg rolls and dumplings.
q: Do you stay in touch with any other UCF hospitality alums?
a: Katrina Schoenfeldt '09 is helping me with some of the marketing here, and my best friend Jeff Reeves '09 will also soon be working here. I still come by the campus to see Rosen faculty and staff, including Vivian Ray, Renee Bence, Dr. H.G. Parsa and Dr. Fevzi Okumus.
q: Outside work...you're most likely to be seen?
a: Sleeping in my hammock. My hobbies are home and auto repairs.
q: Your biggest accomplishment since graduating, outside your career?
a: Paying off my car. At age 22, that's a good feeling.
q: How did UCF prepare you for what you do?
a: It didn't teach me anything about owning a restaurant, but taught me everything about who I am. At Rosen, I clashed with authority quite a bit. On one of the team projects with other students, I argued with the other team members so much that I ended up quitting. I did the whole project on my own. It confirmed for me that I could never work for someone else.
q: How could the hospitality program have been better?
a: I could have been more tolerant of my classmates. From freshman year, I could see that most didn't have the same goals as I did. They just wanted to go to class and get by so they could graduate and get jobs. They weren't as concerned with getting the managerial tools necessary to become business owners.
q: A UCF memory?
a: The wisdom of Dr. Bill Fisher. He taught us that we're never above our employees. He helped me learn to be more empathetic with people.
q: Favorite meal in Orlando?
a: Here at Hao Hao Chinese Kitchen, our Singapore Style Mei Fun (with Curry Sauce), which is my Dad's own recipe. It's a traditional Chinese dish with his own special twist. The extra ingredients are secret and I won't tell anyone. All of our sauces are homemade every day and we prepare every meal as it's ordered so we can customize it to exactly what you want.
q: On your iPod?
a: Bob Marley. He taught me the one religion of loving each other equally, which is important for all of us in the service industry. Customers will come in being annoyed after a long day of waiting in lines at Disney. You can tell that some of them looked forward to spending more time with their families on vacation, but perhaps that particular day it was too much time spent together. If they're in a bad mood you still need to be positive and treat them well.
q: Little known fact about you?
a: I'm learning how to swing dance.

Saturday, August 15, 2009

Omaira Dostie '06


Sales Manager,
Medieval Times

(Maiden Name: Omaira Soto)

q: What do you do?
a: Every day is different as I help to promote Medieval Times Dinner and Tournament to the markets I have been assigned, including SMERF (social, military, educational, religious and fraternal) and corporate groups. I respond to sales leads, give tours to prospective client groups and make formal presentations to meeting planners. The arena in our Kissimmee Castle holds 1100 people and some large groups will buy out the whole thing. Some companies will bring all of their employees to see our show for a special event. This Medieval Times has undergone a $7 million renovation and many repeat guests return and visit our authentic eight-cottage medieval life village based on 11th century Spain.
q: What's your favorite part of the job?
a: Getting to know the cast, and helping create a memorable experience for our guests.
q: What's the greatest challenge?
a: Starting in this position about a year ago, during a bad economy. However, I feel this makes me stronger and more efficient.
q: Do you stay in touch with any other UCF hospitality alums?
a: Yes, mostly Vanessa (Lopez) Rios '06 and John Walker '06.
q: Outside work...you're most likely to be seen?
a: At my parent's house. My nephew was just born in July and I like to spend time with him!
q: Your biggest accomplishment since graduating, outside your career?
a: Buying a house with my husband.
q: How did UCF prepare you for what you do?
a: The best thing were the group projects. They helped me build confidence which is very important in the sales presentations I make in my job.
q: How could the hospitality program have been better?
a: Some type of graphic design class should be required, because a general knowledge of it would be helpful.
q: A UCF memory?
a: The Quantity Food Preparation class. I'd never thought I'd enjoy cooking. Well, really I still don't, but that class was a whole lot of fun.
q: Favorite meal in Orlando?
a: Texas de Brazil.
q: On your iPod?
a: A little bit of everything, including Green Day, Nickelback, Marc Anthony and salsa music.
q: Little known fact about you?
a: I'm a proud military brat. I have a deep compassion for people who serve in the military. They sacrifice a lot for us every day and we should be thankful.

Thursday, August 6, 2009

Ryan Stiner '01

Consultant and Director of Recruitment,
F & G Hospitality
(Ryan has two UCF degrees: B.S. in Business Administration '01,
M.S. in Hospitality and Tourism Management '05)

q: What do you do?
a: Research and prepare in-depth consulting reports for hotels, analyzing their operations from top to bottom, including ways they can increase service and reduce theft. F & G Hospitality is the only firm licensed as private investigators in all 50 states. I also help recruit interns to work as mystery shoppers and compile reports. Because I upload photos and documentation from the field, the final report and findings can be e-mailed to the client within 48-72 hours.
q: What's your favorite part of the job?
a: Sightseeing and trying foods I wouldn't normally eat, like Haggis. Currently, most of our work is done internationally. I just returned from a 20-day trip in Western Europe and have also analyzed properties in Eastern Europe, Iceland and Scandinavia. I chronicle my adventures by blog and video. I need to eat and drink at the hotel properties as part of my job, but always venture beyond the resorts, to experience the real culture.
q: What's the greatest challenge?
a: Turnover is the nature of this job. Consultants endure non-stop travel for 20 days at a time, moving from property to property. Typically you have 10 days at home and then pack up and do it again, going wherever you're told to go. It can be lonely. Also the economy has hurt business, since it's difficult for hotels to justify an intangible product. We know the information in our reports can save clients large amounts of money, but we can't pinpoint exactly how much.
q: Do you stay in touch with any other UCF hospitality alums?
a: Other Rosen grads who have worked at F & G Hospitality include Jennifer Miranda '06 and Anthony Capparelli '03. I'm also still in contact with Jonathan Ahus '06, Dave Buckalew '05, Megan Noble '05 and Will Rogers '06.
q: Outside work...you're most likely to be seen?
a: In bed. My 10 days off are when I make up for all the jet lag. You can also find me golfing or at Mulligan's Irish Pub in Celebration.
q: Your biggest accomplishment since graduating, outside your career?
a: Cultivating ideas for a book. While traveling, I've made a lot of friends along the way, who inspire terrific stories.
q: How did UCF prepare you for what you do?
a: The graduate program at Rosen College required lots of research, writing and deadlines. I remember getting assignments like "turn in a five page paper in two days" and thinking the expectations were unrealistic. Now in the real world, we turn around detailed documents of over 100 pages in the same time. I also "minored in Muller" and absorbed all the case studies from Dr. Chris Muller's brand management courses, which I reference when evaluating real-life problems at hotel properties.
q: How could the hospitality program have been better?
a: I wish I had done everything backwards, getting an MBA after first studying hospitality as an undergraduate, so I could have taken basic classes like Quantity Food Preparation and completed the three semesters of required internships in the industry. At the time I was an undergraduate in the College of Business, the hospitality degree wasn't well publicized like it is today.
q: A UCF memory?
a: Nearly blowing up the $500,000 Anheuser-Busch Beer and Wine Lab. As part of the student organization called Beerz, we brewed flavors like Chocolate Cherry Stout and Pineapple Pale Ale. One day we came in for our meeting and bottles were literally exploding. It was like geysers everywhere! We had to rush to stop them from destroying the lab's high-tech equipment. We had bottled while too cold, and then stored the bottles too warm, so the yeast hadn't fermented yet and was still growing.
q: Favorite meal in Orlando?
a: The Bangers and Mash and a Guinness at Raglan Road. After returning from my last 20 day trip, I went straight there after landing in Orlando. It's not just about the food, but also the ambiance.
q: On your iPod?
a: Shows taped from the Travel Channel, like Anthony Bourdain's "No Reservations," which is a favorite. Also, I have playlists for countries like Poland, Russia, Iceland and Norway. In each place I visit, I watch the local version of their MTV and pick out artists I like, then go to the store and buy their CDs. It's great music that I'd never know about otherwise, living in the U.S. and only shopping on iTunes.
q. Little known fact about you?
a: My anxiety about giving back to others. For instance, recently I had a nightmare. I was in Saudi Arabia and David Hasselhoff was a Nazi, trying to throw me out of a moving plane without a parachute. All I could think was: "Where's my Flip video camera? I need to get some good footage of this!" I know my friends and family have come to depend on my blogs and YouTube videos, but in the dream it was so clear that my priority of having them share my experiences has perhaps become more important than saving my own life.