Should You Attend a Hospitality School? — Advice From Ana-Victoria Vârlan

Ana-Victoria Vârlan: It all started when I decided to embrace the chance to study at a hotel school in Leeuwarden, Netherlands. It’s called Stenden Hotel Management School. 

I graduated recently with a bachelor’s in International Hospitality Management, and my first internship with them in my fourth year was in Boston. That’s when I decided to change my path and go to the United States. 

After that, I got the chance to go to New York City. It’s been almost one year since I’ve been here, and I’ve been very active in the hospitality industry, mostly on the operations side.  

I’m a Housekeeping Manager, but I’m also overseeing other departments. I am looking to hopefully extend my stay here or even try other destinations and hotels. 

Ana-Victoria Vârlan: One of the reasons I chose to attend a Dutch hotel school was that everything you learn, you apply afterward. I’ve been in every department — from restaurant operations like fine dining, kitchen, catering and banqueting, to human resources and events. 

This way, I could discover where I fit best and where I would like to continue. Hotel school education is important because you’re not only covering only one department or one topic. You go from financial management to statistics to revenue management. It covers everything. 

With hospitality education, whenever you encounter any department, you know what to do. But it comes with real-world learning, which is the experience of actually being in hotels and working in the industry. 

It was a very nice design-based education. The curriculum was very engaging. We did have practice and theory, but everything was connected.

Everything that I’ve learned from my hotel school definitely connected all the dots for me. That’s what shaped me into what I am now and where I am now. And I’m always going to be grateful for that.

Ana-Victoria Vârlan: Remember that in hospitality, you are not an employee. You are a creator of moments for guests. Keep this in mind when you’re in a job interview because it’s all about the guest experience.  

Whether you’re in a restaurant, a hotel or a cruise ship, hospitality management is complex and has a lot of branches. You have this endless chest of opportunities to choose whatever fits your personality and your heart.  

Also, the more remarkable the name and reputation of a hotel are, the harder it is to get the job.

The application process may be complex and challenging, but it does allow you to reflect on what you’ve done, your background, what you’ve learned and how you’ve grown in a professional and personal way.

It’s very important to let your personality shine even in the most difficult situations.

When you apply, make sure your personality stands out from everyone else. This will show your employer how well you connect with people, how you engage and how you solve problems.

Ana-Victoria Vârlan: For professionals aiming to work for a reputable hotel, expect to discuss the STAR method (Situation, Task, Action, Result) during interviews. 

This starts with how you present the scenario. Then, it goes to what you did, what the outcome was and the impact it had on you, the guest and anyone else involved. Prepare to be specific in describing what you’ve experienced, how you managed the situation and what the results were. 

You’d also be asked about your strengths and weaknesses. “What are your strengths?” “What are your weaknesses that you can turn into strengths?” 

Lastly, you’d also be asked the question: “What makes you special?” 

You need an answer to this. For me, the most important thing to demonstrate is your enthusiasm. 

That’s what everybody’s looking for because it’s such a difficult industry. It’s hard to work with people and adapt to their personalities and behavior. You need to demonstrate your “people energy.” 

Ana-Victoria Vârlan: I’ve had the most experience in operations, guest experience, housekeeping and front desk.

For me, housekeeping is the backbone of all operations. When you understand this dynamic, everything else becomes easier. That’s the most challenging department as well. 

However, I found my biggest passion and dedication in the guest experience department.

It’s where I really connect with guests, elevate their experience, do something special and have that “wow” effect. It’s where creativity just shines.

Ana-Victoria Vârlan: My advice to every professional is to have a career mind map — at least for two to five years. For my mind map, food and beverage is something I’d most likely embrace for the next couple of years.  

As a person who likes to stay in front and be in the spotlight, guest relations is definitely the department for me.

With this, I would love to be a Director of Guest Experience in less than five years. 

It’s important to grow in the hotel industry but not stay too long in one place because there’s always something better out there, and every hotel is different.

It’s important to have as much exposure as possible for your long-term career goals.

Ana-Victoria Vârlan: I face different guest complaints every day. But I do this without fear, even with the most difficult guests, because I like to use my “think-outside-the-box” tactic. 

First of all, I get to know them and see if I could change something in their stay to improve their experience with us. I reach out to different departments and see if I can arrange some amenities they can enjoy.  

From chocolates and toys to Broadway tickets, there’s a lot we can offer our guests. I even work with the Concierge when needed.

Personally, I love giving handwritten cards. They’re more memorable. I feel like it’s the most touching gesture I could do, to be honest.  

Also, when you acknowledge and genuinely hear guests out, it means so much to them. By sincerely apologizing to them, it makes a whole difference. It’s the little gestures that show you care. 

So, when you actually take your time and take care of your guests, especially those who had a bad experience, it sets the tone for their entire stay.

Ana-Victoria Vârlan: Something that I did not expect was the high level of competitiveness in the industry. You sense it once you’re in too deep.

The competition is very, very high. You have to be brave. You got to be a bit like a shark. But still, be nice and people-oriented. You have to be prepared for anything that comes, and that will make you thick-skinned.

You become thick-skinned working with certain guests, staff members and leaders who push your limits and make you strong. 

Leadership comes with a lot of waves and changes, so be prepared for that. If you really want to take this step in your career, you have to be prepared for anything and stay positive at all times. 

Keep your smile and positivity because those will make you stronger. And it will help you in achieving anything. Even if you fail, remember that failure is part of success.

Ana-Victoria Vârlan: Show gratitude and be genuine when approaching possible mentors. Share what you admire about them and ask them about what you’d like to learn.

For me, I often reach out to my mentors with updates on my career and seek their guidance on very specific matters.

People who’ve been in the industry and are older in terms of experience are those who can give you the best advice. When you don’t learn, you don’t grow. Any leader in the industry is learning every day.

Ana-Victoria Vârlan: I am part of Gen Z, but I think my mindset, which I inherited from my parents and older sisters, slightly differs from that of others. I also built this mindset on the fact that I’ve been away from home. 

With Gen Z, I would say that they’re a bit more laid-back. They definitely rely on technology and social media. They make it a point to showcase everything they do wherever they might be.  

There’s a generation gap, for sure. Some people are indeed very keen on building their careers, but some are also super laid-back and don’t prefer to work that much. There’s a lot of diversity. 

Hospitality employers can appeal to Gen Z by fostering a work environment that balances structure with creativity and encourages social media engagement. A lot of Gen Z people want to be in the spotlight.

So, if there’s something that will give them the chance to do that, they’ll most likely take it. Offer opportunities that will let them be themselves and be active on social media.

Ana-Victoria Vârlan: One memorable request involved arranging a lounge chair delivery to a guest room.

Coordinating with a third-party vendor led to delays and complications, especially when the next guest arrived before the chair was removed.

These situations can be stressful, but they highlight the importance of going above and beyond to meet guest expectations while managing logistics effectively.