Erica and Tony both aspired a career in hospitality after college. They wanted to be working for a multinational hospitality group that operated hotels all over the world. Both start an internship at a national hotel chain. When the internship comes to an end, Tony decides to go back to college to finish his final year while Erica decides to pursue another internship opportunity this time with a multinational hotel chain. She wants to gain more work experiences in the industry and wait at least a year before returning to college to finish her studies.
Few years later, Tony and Erica end up working for the same multinational hotel group. (Erica does finish college through distance learning in the evenings and working during the day.) While Tony has built his knowledge and expertise in the hospitality industry through classes, workshops and industry visits, Erica has built her knowledge and expertise through years of day to day interactions with customers and guests. If Tony is process-oriented, Erica is people-oriented. Customers and guests give Tony and Erica positive reviews for their work. Tony receives general feedback highlighting his commitment to following the hotel group’s core values, prompt service request turnarounds, and helpfulness. However, Erica receives more emotion oriented feedback commending her active listening skills, empathetic nature, positive and engaging attitude, thoughtfulness, and authenticity.