Congratulations to Brittany Mock!
Brittany was accepted to be a member of the
Under 30 Council of the American Hotel & Lodging Association.
The American Hotel & Lodging Association has served the hospitality
industry for nearly a century. Headquartered in Washington D.C.,
they provide members with national advocacy on Capitol Hill, public
relations and image management, education, research and Information to ensure a positive business climate for the lodging industry. Brittany was recently interviewed by Lodging Magazine:
LODGING MAGAZINE Why did you decide to pursue a career in the hotel industry?
BRITTANY MOCK I was sitting in my Introduction to Criminal Justice class and I was not interested and could not force myself to get involved. The subject matter honestly just wasn’t for me. Beside my desk, there was a bulletin board with a hotel organizational chart that really grabbed my interest. The more I thought about it, the more the opportunities for growth in the hospitality industry appealed to me. I finished that semester, met with the counselor and transferred to the hospitality program.
LM If you hadn’t decided on lodging, what other career might you have pursued?
BM The only other career path I have ever considered was becoming a lawyer.
LM How well has university training prepared you in your work?
BM I consider myself fortunate for having studied in an atmosphere conducive for learning. My professor, Mrs. Karla Nardi, used interesting, real world experiences to teach the seemingly uninteresting fundamentals from our textbooks. During my last year, we even opened a restaurant at the college. On one hand I saw that this industry is fast paced, scrambled, and sometimes stressful. However, more importantly I saw how incredibly satisfying this profession can be. There’s no substitution for hands-on experience.
LM What were your initial thoughts and feelings upon starting work in the industry?
BM In the beginning, work was very challenging. I met so many people and found out quickly that every person is unique, and consequently, every client has unique needs. It is my responsibility to tend to their needs. That can be stressful—especially when you’re new. I’m still constantly challenged. I’ve learned, though, that in the end what most people want is very simple: to relax, to let go. Whether the client just got off a long flight and wants to kick his or her feet up or he or she is planning a meeting and wants to make a lasting impression, I have the resources to give them peace of mind.
LM Do you know what you ultimately want to do or achieve in the hotel industry?
BM One day I plan to own my own hotel. I’m blessed to have had so many opportunities and I’m fortunate that my employer has empowered me to take my own initiatives, but I look forward to being my own boss, setting my policies and ultimately giving others the same opportunities I’ve been afforded. Part of the reason I chose hospitality to begin with is its lack of a “career ceiling.”
LM Why have chosen to join AH&LA’s Under 30 Council.
BM An intelligent woman once told me to take at least one thing from everyone you know—whether it is a positive trait that you want to incorporate in your own life or a negative trait that you need to be aware of in your behavior. AH&LA’s Under 30 Council gives me a chance to learn the best practices of my peers and offers me a forum to express my challenges or successes.
LM Do you see voids or weaknesses that such participation can address?
BM There are inherent challenges to being a young professional in any industry. Through participation in the Under 30 Council, I can see how other people are dealing with these issues. There is also truth to the old adage “strength in numbers”.
LM Do think you bring a new or fresh perspective to the workplace?
BM Absolutely. Youth can be an asset as a younger person is less prone to forming paradigms. Consequently, I don’t just accept the “this is the way we’ve always done it” mentality if I think there’s another good way of doing something. One example of where I’ve applied this thinking is in the compensation of valued associates, as I’ve been authorized. In most hotels, historically there’s a fairly strict pay structure based on an associates position and education. While I don’t discount the value of education, I don’t feel that anyone should be intentionally limited by lack of education.
LM Do you have any thoughts on leadership in general and leadership in the hotel industry in particular?
BM If you have a chance to lead, you have a chance to teach. In the hospitality industry, there are often many people who are victims of circumstance (granted often that circumstance is self-inflicted). Leading is an opportunity to change these people’s lives. Although not altruistic, leadership is also a step on the ladder. It forces a person to stand out in a group. This is both an opportunity and a challenge.
LM What challenges have you faced as a result of your youth and newness to the industry?
BM The most obvious obstacle is in managing people who are older than you and possibly more experienced. More specifically, addressing personnel disputes regarding sensitive issues such as diversity can be especially intimidating. In situations like this, I rely on my mentors for direction when available. I’ve also sought out opportunities for continuing education through online seminars on challenges that have presented themselves recently. Finally, I try to be confident in my responses to these issues and trust that my training has prepared me. I’ve found that my associates ultimately respect this approach as long as I’m honest and upfront with them.
LM Does your company have a program for helping you acclimate to the industry?
BM Goff and Associates has given me numerous opportunities to familiarize myself with the industry. They allow me to join groups such as AH&LA. They have sent me to different training courses so that I can continue my education and stay informed on all the industry changes.
LM What advice do you have for those still in college or just getting out who plan on entering the industry?
BM “Plan, Prepare and Expect to Win.” (Zig Ziglar)
LM Anything else you would like to add or comment on?
BM I’m thankful to all who have taught and encouraged me along the way—especially when times were the most difficult. I look forward to each and every chance to grow and give back.
