Her Story
About Viviana
I'm originally from Venezuela, where I worked for 13 years at Cargill in the supply chain area. I grew up with that company - I completed my college and my career there, and it was the best experience because I grew professionally and personally during all that time. I came to the U.S. almost 9 years ago and studied my MBA in International Business while learning the language. I got the opportunity to start working at hotels, and I love it because I have the opportunity to travel and go to different cities in the country, which was similar to my work at Cargill where I traveled to different locations in my country. I've been working in hospitality for almost 8 years now. I worked in front office for 7 years at properties franchised mostly with Hilton and also at a Hyatt. I started at the front desk, then began training co-workers and new hires, became a supervisor, and eventually got promoted to manager. I never worked customer service before, so this was a good opportunity to learn in that area. I learned a lot about the business and providing service, and I helped get good scores and reviews at the hotels. My main expertise has been working with systems - I handled inventory and ERP systems in supply chain, and in hospitality I've been learning and handling PMS systems, working with interfacing and everything. Almost a year ago, I switched to a different area because I wanted to continue learning about the whole business and have the opportunity to work in different areas beyond just operations. I'm now working in the finance department doing event billing, where I handle the billing process for events and groups. I follow up with clients after they sign a contract, manage deposits, prepayments, and credit applications, and then after the event or group departs, I send the final bill and follow through to the end with any payments or refunds. I wanted this change mainly because of the schedule - in operations you work mornings, afternoons, sometimes overnight, every day including holidays, because the hotel never closes. I was looking for something with a more set schedule but where I could continue in the same industry and keep learning.
Her Interview
Ten minutes with Viviana
01What’s the best career advice you’ve ever received?
The best career advice I received was from a coach I worked with last year when I was trying to define my career path. I was thinking about whether to go back to supply chain or stay in hospitality, and I was looking for a different job. The coach told me to write down everything I had been doing and think about what I can do best. The key advice was not to keep my focus on just one thing or just one career. Because I have experience in different areas, I can continue trying different areas. The coach helped me understand that when you have a specific career, sometimes you think you cannot do anything else - you think you have to do just that and you don't open your mind to anything else, so you won't get opportunities for anything else. I think the important thing is finding something that you like to do. That is the key to continue any career that you want.
02What values are most important to you in your work and personal life?
For me, being able to help people is what matters most, no matter which area I'm working in. I think that recognition after you help someone is something really, really nice. Sometimes it doesn't mean just about the money or what you get back. Sometimes it's when you just receive a thank you, or when you're working customer service facing a guest and they give you a smile - that is something really great. Sometimes you don't do a big thing, and for them, it's very significant. That's what inspires me and keeps me going in my field.
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