What would be a career in the hotel industry? Johnny Cheung, currently the Director of Revenue of an international hotel group, recalled his sketchy impression on jobs available in a hotel during his secondary school years – room checking in and out, tidying up the room, washing dishes, etc. Later in a seminar organised by the Department of Hotel, Service & Tourism Studies of IVE, it dawned on him that working in a hotel could be a professional career. Johnny was deeply intrigued by the industry. He then started his study at IVE where teachers instilled in him the can-do spirit which made a lasting impact on him. He started out as a junior front desk representative and was soon promoted to be the Front Desk Manager. With his interest in different roles within work units and departments of a hotel, he applied to be a trainee at Room Reservation Department. With his remarkable performance, he climbed the hierarchal ladder to the position he now assumes, managing the strategic operations of several hotels in the group.
Acquiring the right mindset; equipping oneself for the future
After graduating from Form 7, Johnny was enrolled in the Higher Diploma in Hotel and Catering Management at IVE(Chai Wan). He remembered what the lecturer told him upon the first class. “Your exam results might not be the best, but you have to believe in yourself - You can do it! You have what it takes to do your job well and you deserve to be hired!” Those words were so simple but powerful that Johnny was instantly convinced that he was not inferior to university graduates.
During the 2-year study at IVE, Johnny had chances to work as an intern at various prestigious clubs and hotels, exposed to different posts and getting to know his favourite positions in the hotel industry early. For instance, when he worked at the catering department of a club, he learnt that he wasn’t too passionate about that field because it involved too much labour work. Later on, he had a chance to be the front desk of a classy hotel. He started fantasising himself dressed in a smart suit behind the counter serving customers way before the internship began. As it turned out, he enjoyed and was devoted to his role working at the Front Desk.
“VTC students are proactive and resilience to work,” said Johnny. There are many well-set standards, procedures and traditions in five-star hotels. Even interns are expected to meet those stringent requirements and VTC students do as well as the others. Johnny attributed his success to the correct mindset. “I thank the teachers at VTC for imparting the right mindset to us. Having a can-do attitude is even more important than having the skills.”
Taking initiatives for promotion
In 10 years’ time, Johnny was promoted from a front desk representative to a director. He believes taking initiatives is his key to success. “It’s essential to take the initiative, go the extra mile and make your ambitions known.” By going that extra mile, he meant telling his supervisor that he wanted to move up. “You should seriously consider offering me a promotion because of my remarkable performance and excellent leadership skills.” His supervisor smiled without saying a word. But Johnny was promoted to be the Front Desk Manager soon after. His supervisor then said, “There are a few shortlisted candidates for the job, but you are the only one who dared to knock my door.”
New opportunity = demotion
Johnny loves the hotel industry very much and keens on trying new things. If possible, he would like to work at different departments. One day, his supervisor asked if he was interested to work in the Revenue Management Department. However he had to start anew from ground zero as a Room Reservation Trainee. “At that time, I thought I was still young and could fit in any job duties. Also I am good with figures, so I accepted the transfer offer.” Despite the demotion from the Front Desk Manager to a trainee, Johnny obtained promotion shortly with his excellent performance.
“Getting the job done” is not good enough
To acquire new opportunities and even promotions, getting your job done is not good enough but able to go above and beyond at work. In 2012, Johnny suggested establishing a Pre-arrival Email System, giving the hotel guests detailed information of local weather and transportation before checking-in. At that time it was a ground-breaking concept. Johnny recalled, “I am grateful for the trust from my supervisor. Not only did he support my idea, but also let me take full charge of the project, from system development to deployment. The room booking rate climbed substantially after the system rolled-out, by then other hotels had followed suit.”
It does not matter where you start
Once Johnny was satisfied with his goal to be a Front Desk Manager when he was a student. He would never has imagined himself to be the Director of Revenue today. Johnny encouraged the fellow students who are interested in the hotel industry. "The destination does not depend on the starting point. Many hotel management executives started out as a front desk representative, a bell person or a housekeeper. Thus, you do not have to worry too much about the first job in the hotel industry. After you join the industry, you would come across many intensive training and opportunities. However, no matter what your goal is, you should lay a solid foundation first by studying hard. Your career will then take off upon your knowledge.”
