Hospitality Management by York College of Pennsylvania

OUR

STORIES HOSPITALITY MANAGEMENT

If you're a people person and you'd like a fast-paced industry, then Hospitality Management at York College is the right place for you

Anthony Melchiorri, creator, co-executive producer and host of the Travel Channel's hotel turnaround show, "Hotel Impossible," meets with York College of Pennsylvania Hospitality Management students.

York College's location in the heart of Pennsylvania's tourist area sets our innovative Hospitality Management major apart. Students complete 800 hours in a continuous internship program over their first three years, learning by doing at local and regional tourist locations where they develop critical-thinking and problem-solving skills. They also take part in planning and executing events at the College, using state-of-the-art facilities to prepare for a career in an industry that is one of the nation's leading employers.

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York College of Pennsylvania | Hospitality Management

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12 A knack for the food industry

Aaron Cook's valuable restaurant experience and a priceless connection launch his foundation for a bright future.

Taking family values to YCP

On a Voyage to success

Sisters Emily and Rachel Mitnick chose Hospitality so they can share their love of life experiences with others.

Premier event planning

Jennifer Trowbridge lands career planning events in Pennsylvania’s biggest venues.

Brandon Ortiz landed a spot in Marriott Corporation's prestigious global leadership development program.

Sharpening your kitchen skills

From York to New York City

Hospitality vs. culinary school

Luckiest guy in the casino

Satellite classroom in downtown York offers YCP students essential kitchen space.

What 's the difference between Hospitality Management and Culinary School? We’re glad you asked.

Hospitality students take motivating trip to New York City’s premier hotel event.

All in, always on the go

Full-hearted into hospitality

When experts come to class

Jimmy Di Guglielmo, Class of 2017 and Class President, takes being a busy guy to a whole different level.

For Kayleen Bell, a dual major in Hospitality Management and Accounting, “the sky’s the limit."

York College’s Hospitality Management program earns praise from the President and CEO of the Pennsylvania Restaurant and Lodging Association.

Odds are, many of Jeff Carter's customers will leave empty-handed.

York College of Pennsylvania | Hospitality Management

Aaron Cook: Class of 2017

A KNACK FOR THE INDUSTRY

Like many of his peers, Aaron Cook worked in the food industry when he was a 16-year-old high school student. But unlike many others his age, Aaron earned more than just a paycheck at the restaurant â&#x20AC;&#x201C; he earned valuable experience and a priceless connection that launched his foundation for a bright future READ MORE in the hospitality field. 4

York College of Pennsylvania | Hospitality Management

aron Cook , a York College of Pennsylvania Hospitality Management major, has parlayed those early restaurant skills with his ongoing education to land work with The First Post, a popular York County restaurant.

Aaron transferred to York College from a similar program at another Pennsylvania college at the beginning of the 2015-16 school year. Originally from York County, the 2013 Dallastown Area High School graduate moved back to his hometown because of the positive reputation and permanence of the York College Hospitality Management program. “I liked the curriculum, and I know this is a program that is going to be around for a long time,” he says. “Everything in this industry is based on connections; it’s important to be a part of an established program.”

“Everything in this industry is based on connections; it’s important to be a part of an established program.” — AARON COOK, CLASS OF 2017

'He had a special interest' In high school, Aaron established his interest in the field when he began working at the Great American Saloon in Red Lion, Pa., serving as a busser, food runner, host, server and seasonal manager over his four years at the restaurant.

During his time at the Great American Saloon, restaurant co-owner Athena Keares and her family began to develop the idea for The First Post, an American-style restaurant that opened in York in August 2015. When Cook moved back to York County in June 2015, Keares knew he would be the perfect fit to help with their opening. “He had his eyes set on this project since working at the Great American Saloon,” Keares says. “It was evident from the start that he had a special interest and knack for the industry.” From June to August, Aaron helped develop the menu and recipes with the kitchen staff. Continued on Page 6

York College of Pennsylvania Departments York of College Hospitality of Pennsylvania Management, | Hospitality RecreationManagement and Leisure Administration and Sport Management

FOOD & BEVERAGE

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Aaron also helped interview and whittle a list of 700 applications for open positions at the restaurant to the 80 employees offered positions for the opening. He helped stabilize the staff in the months after the opening, which he says was very rewarding. “He was a star,” Keares says. “Since the opening, we have put him on the management team, and he has excelled.” Valuable college experience Keares says she knew from his employment as a teenager that Aaron had the skills and was interested in pursuing a future in restaurant management. She encouraged him to enroll in a college program as a way to further his skills and learn more about the ins and outs of management. “It’s extremely valuable to have someone on our team with that collegiate experience,” Keares says. “Aaron has set up a training program for our management, as well as to build our management team, in which he brings in ideas from his classes and studies.” Because of his college experience, Aaron has brought new ideas to the table with a level of professionalism that Keares says isn’t always found in restaurants. He balances a full load of classes with a full-time management job at The First Post and excels at juggling multiple responsibilities. Aaron is the restaurant’s main hiring manager, has implemented a training program, and manages the restaurant’s social media, Keares says. Looking forward, Aaron says he hopes to build his future not only in restaurants but all parts of the hospitality industry. One of the ideas that has drawn him to the field is the ability to explore multiple facets over the course of an individual’s career. “There are a lot of different sectors of Hospitality Management that you can go into at any point in your career,” Aaron says. “You can try a lot of different things over the course of your career; you can move

around and try new things.”

Jennifer Trowbridge (left): Class of 2016

Grad lands career planning events in Pennsylvania’s biggest venues Jennifer Trowbridge imagined herself with a rewarding career that pushed her limits and highlighted her talents. Not long after graduating from York College of Pennsylvania in 2016, the Hospitality Management major thinks she found the perfect fit thanks to a former classmate. Jennifer reached out to Kaitlyn Fetter, a 2015 Hospitality Management graduate who was working as a catering sales executive with Special Events by Duffy’s, a branch of Jimmy Duffy Catering in Downingtown, about 30 miles west of Philadelphia. Paul Duffy, owner at Jimmy Duffy Catering, had hoped to eventually hire the pair when they were in the first class he taught at York College. “The two of them stood out so much from the rest of the pack,” he says. “I thought I’d be crazy to pass up the opportunity to hire them. Kaitlyn’s performance convinced Continued on Page 7

York College of Pennsylvania | Hospitality Management

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others that York College students really were exceptional.” Jennifer has quickly followed suit. After having a chance to sample the job by working an event before committing to the position, she jumped in as catering sales executive at the Pennsylvania Academy of the Fine Arts in Philadelphia, where Duffy’s is one of two exclusive caterers. She is also working to restart the event business at Westover Golf Club, near King of Prussia. Always on the move “No day is like the other,” Jennifer says. She could be found on venue tours with clients and the events team at PAFA or in meetings with clients or events and sales staff. She answers clients’ questions, creates proposals, reviews menus and prepares logistics for events. She’s never in the same spot long – some days begin in Downingtown and finish in Philadelphia, or vice versa, or she might even work an event with Kaitlyn in Lancaster County. Event days are a big rush for Jennifer. “I try to prepare for it as much

DID YOU KNOW ... The hospitality industry is one of the largest and most important sectors of the American economy, not to mention one of the fastest-growing. Its sheer size and diversity provide an abundance of career options in lodging, food and beverage distribution, catering, the gaming industry, cruise lines, airlines, food service, theme parks, the entertainment industry, the restaurant business and many more.

as I can in advance,” she says. “But it’s not uncommon for some things to not go as smoothly as planned. Sometimes, the start time creeps up on us while we still have something to put out on the floor. It always gets done, but for that moment, the adrenaline is high.” The rush doesn’t end even when the last truck is loaded to be sent back to the warehouse, she says, as she always makes a mental review to note what can be done differently for the next event.

Rewards all around How is she handling what Paul calls a serious responsibility? She’s standing out like he knew she would when she was in his class at York College. “Am I happy with Jennifer’s work so far? Absolutely,” he says, noting that she balances elements of diplomacy, competition, and communication with ease. Kaitlyn had also seen something in Jennifer while they were students. “All of Jennifer’s projects and work were done to the fullest and then some,” Kaitlyn says. “I knew she’d succeed here because of that. She is always listening and looking to learn. She has a passion for customer service and hospitality, which is what our company is all about.” In addition to joining a great company that works in some of Pennsylvania’s largest entertainment venues, Jennifer finds herself in a rewarding career she had only dreamed of before. “One of the most exciting things about life is that you are able to learn something new every day, and with this company, I have been able to do that,” she says. “I am grateful for where I am and that I was given the opportunity to work with such wonderful people.”

York College of Pennsylvania Departments York of College Hospitality of Pennsylvania Management, | Hospitality RecreationManagement and Leisure Administration and Sport Management

Fully equipped FIRST-HAND LEARNING

The satellite classroom in downtown York offers YCP students essential kitchen space. When the former Lafayette Club was renovated to accommodate York College’s Center for Community Engagement, the school’s Hospitality Management program received something it desperately needed: a kitchen. “This space really filled a void for us,” said Dr. Joseph Scarcelli, Associate Professor of Hospitality Management. “It brings us up to the level of the programs we compete with and want to surpass.” Located in the lower level of the downtown York building, the kitchen is fitted with equipment you’d find in any commercial kitchen, giving students the opportunity to learn first-hand how different culinary tools and appliances work. Aaron Cook, who took Dr. Scarcelli’s Food Production Lab, was one of the first students to use the new kitchen. As someone who’s worked in the food industry, he was impressed with the space. Aaron understands from personal experience the importance of how to safely operate kitchen equipment. “So many people learn those lessons through accidents,” he said. 8

York College's downtown satellite kitchen “I’d rather learn it with 10 fingers than with none.”

Management perspective

Working with a consultant, Dr. Scarcelli helped design the kitchen based on his own experience in professional kitchens and in teaching similar classes. While these students aren’t being trained to be professional chefs, having an understanding of how a kitchen works from a management perspective is essential. In addition to the kitchen, students have access to the venue space on the ground floor that’s being used to host events for members of the York community. The Food Production class culminated with a joint event hosted by the York Young Professionals and the York County Economic Alliance. Local restaurateurs brought samples, and students prepared dishes to serve. Aaron said collaborating with members of the community on the event was an important experience. York College of Pennsylvania | Hospitality Management

“When you talk about a major like Hospitality, that’s what it’s all about – taking those skills and using them in the community,” he said.

A lot of flexibility, possibility In the future, the satellite building will host classes on food safety and wine management.

Dr. Scarcelli is excited for the versatility of the ground floor – not to mention all the back stairways and hallways that allow people and things to move around without being seen. “It offers a broad range of uses for my students,” he said. “If we want to plan a small event for three dozen people, we have a smaller space with a fireplace and hardwood floors. Or, if we want to have a larger event, the ballroom is suitable. We’re pretty excited that there’s a lot of flexibility and a lot of possibility down there.”

York College's Hospitality Management students are well-versed in not only creating dishes but every aspect that goes into hospitality.

SO, WHAT 'S THE DIFFERENCE BETWEEN

HOSPITALITY

MANAGEMENT

CULINARY SCHOOL?

Here's a few things that separate the YCP Hospitality Management program from a traditional culinary program. York College of Pennsylvania | Hospitality Management

e’re often asked what the difference is between Hospitality Management and culinary school. While a traditional culinary program is a great place to learn the inner workings of a kitchen, YCP's Hospitality Management major teaches students skills that take them beyond the kitchen.

These skills include things such as organizing events, managing venues and leading teams of hospitality professionals. The program emphasizes developing management skills that can be applied to all areas of the hospitality industry. Dr. Joseph Scarcelli, associate professor of Hospitality Management, says the experience his students gain in his program builds future managers. “It gives them exposure into how all parts operate and communicate, as well as everything that goes into planning a successful event that serves food,” he says. “It’s crucial to know how things function from all angles.”

We emphasize developing management skills that can be applied to all areas of the hospitality industry.

Here are a few of the things that make the YCP Hospitality Management program different from a traditional culinary program: 1. You’ll get your hands dirty and learn some cooking skills, but you’ll learn a lot of other things, too. Food prep is one thing, but thanks to York College’s kitchen production lab in the Center for Community Engagement at 59 E. Market Street in York, you’ll be well-versed in not only creating dishes but every aspect that goes into hospitality. “I give students some basic kitchen skills. They learn basic serving techniques and styles of service, and that lays the groundwork,” Dr. Scarcelli says.

“Our students will come out of our program, and they’ll have gotten their hands dirty hosting a catered event."

“Then, we give them the opportunity to be managers,” he says. “They’re responsible for everything for an event.” Continued on Page 11

York College of Pennsylvania | Hospitality Management

— DR. JOSEPH SCARCELLI

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That includes everything from the theme and menu to purchasing and scheduling other students to work the event. Afterward, the work’s not done. Students sit down with Dr. Scarcelli and analyze how the event went and what might need improvement. “Our students will come out of our program, and they’ll have gotten their hands dirty hosting a catered event,” he says. “When they get into situations in their careers, they’ve really got a much better perspective on what’s involved.” 2. It’s OK to drop food on your professor. “I throw curves at them as much as I can,” says Dr. Scarcelli. “I’d much rather have you mess up in a controlled environment than actually mess up on the job.” So if you’ve never carried a tray before, you’re going to learn how – loaded down with china and perhaps some raw eggs. Then you have to walk a maze of tables and chairs. The experience will help you learn balance, physically and mentally. And it’s OK (really!) if you have a little trouble at first. “I’d rather a potato end up in my lap in class than a wine glass or coffee cup land on someone else’s during an event,” Dr. Scarcelli says.

DID YOU KNOW ... The hospitality and tourism sector is a major component of the regional economy. As a result, many job opportunities exist within the region for hospitality grads and interns. 3.You’ll be part of a growing downtown York. Hosting events in the satellite kitchen production lab means you’re out of the classroom and part of the city, surrounded by York’s vibrant restaurant culture. "We really want to get downtown as involved with us as we can,” Dr. Scarcelli says, “and we want to get as involved with downtown as we can, too, and give students that exposure.” In the future, he’s hoping that also involves some guest lectures and demonstrations from local restauranteurs. “It really hits home when professionals can come in and emphasize the things I’ve been teaching them,” he says. 4.You’ll learn to be a professional yourself. The Hospitality Management program at York College goes beyond the teachings of a traditional culinary program. Students who have already “been there, done that” are welcome to take another step after culinary school. “I love getting students who already have a twoyear culinary degree and want to continue on to get a Bachelor’s degree in Hospitality Management,” Dr. Scarcelli says. “I love that they come in with that drive and those skill sets, and obtaining their bachelor’s broadens their career potential.” They also have plenty of insider perspective to share with fellow students. It adds another layer to the classroom experience, as they share their stories and give insight into life in the kitchen.

At YCP, our students put education into practice.

“It’s very useful from a learning standpoint,” Dr. Scarcelli says. “What’s great about this class is that students are putting practice into action.”

York College of Pennsylvania | Hospitality Management

SISTER ACT EXPERIENCES THAT MATTER

Rachel and Emily Mitnick chose Hospitality so they can share their love of life experiences with others. Rachel and Emily Mitnick have more in common beyond attending York College of Pennsylvania – they share a similar core value. “I prefer spending disposable income on experiences rather than material things,” Emily says. “I believe experiences stay with you forever.” “Experiences can help shape the person you become,” Rachel says.” I believe the more you experience, the more you become your true self.” Those experiential preferences drove each of them to enroll in York College and, ultimately, major in something that allows them to share that embodiment of experiences with others: Hospitality Management.

Major choices Though Emily, two years older than Rachel, chose York College after two years at another Pennsylvania university, Rachel had York College in her crosshairs from the start.

Hospitality Management majors Rachel and Emily Mitnick

“I had originally seen the school before Emily,” she says. “I remember always liking the look of the campus, had heard a lot of positive comments about the school, and liked the education program.”

“Rachel and I come from a family that enjoys traveling and eating out at different places. We spend money on experiences,” Emily says. “That’s what we grew up with, and that’s what I’ve always enjoyed, whether at a hotel, a restaurant, or a resort.”

They both independently chose Education as their major, but after a year or two for each in the program, they each decided that career direction wasn’t for them.

So, sticking to their core values, they both switched majors to Hospitality Management.

York College of Pennsylvania | Hospitality Management

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The Hospitality Management program is located within an innovative college, and York is situated in the heart of Pennsylvania’s No. 1 tourist area, in the Mid-Atlantic Region close to Baltimore, Washington, Philadelphia and New York.

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Preferences drive decisions The program’s professors drew Emily in from the start. “They seem to really know a lot about the industry and have a lot of experience to share,” she says. Further, she really liked the small class size at York College. “I didn’t want to go to a big school and be one of 200 students in a lecture hall where the professors don’t know your name,” she says. “I wanted that personal connection with my professors, which is what I get at York College.” Although Rachel considered other majors before switching to Hospitality Management, it was her sister’s description of the program – the many experiences and opportunities that exist for someone with this major – that swayed Rachel to make the choice. Taking advantage of opportunity Beyond the depth of the professors’ industry knowledge, Emily praises the professional connections the college has, which, in turn, helped her land a notable internship within the field.

“I feel like I can do anything after graduation. My professors helped me get my most recent internship at the Hotel Hershey,” she says. “Without York College, I wouldn’t have learned about the internship, let alone interviewing for it and landing my No. 1 choice.” Complete compatibility While sharing the same major and college with your sister might seem like it’d spark a little bit of sibling rivalry, Emily says that’s not the case. “When it comes to academics, Rachel and I do not really bicker because we both have the common goal of doing the best we can in school,” she says. “Instead of being competitive, Rachel and I are each other’s cheerleaders.” Rachel agrees. “Being in the same major as Emily has been very different, but fun, from past school years,” she says. “Because Emily is two years older than me, we never experienced having classes together before this past year. I had always known that Emily has a great work ethic, so being able to work with her was a lot of fun.”

York College of Pennsylvania | Hospitality Management

Your rewarding career. Your lifetime of success. Your limitless future. If you enjoy working with people, are a creative individual and someone who likes business, this is the field for you.

York College of Pennsylvania | Hospitality Management

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The work you'll already be doing

York College of Pennsylvania | Hospitality Management

Brandon Ortiz, Class of 2017

VOYAGE TO HOTEL SUCCESS

Brandon Ortiz landed a spot in Marriott Corporation's prestigious global leadership development program, Voyage. 16

York College of Pennsylvania | Hospitality Management

randon Ortiz, '17, put a lot of preparation into his future career during his York College of Pennsylvania experience, but he actually started on the path while he was in high school.

Working at a restaurant and a grocery store showed the native of Bel Air, Maryland, that hospitality was the way he wanted to go. “I really enjoyed getting to know customers each time they came in and seeing the smile on their faces when you satisfy them,” Brandon says. And now, with his York College degree in Hospitality Management – and a minor in Hospitality Marketing – in hand, he’ll be taking the next step in Marriott Corporation’s Voyage global leadership development program. “One of the big things in this industry is professionalism. We got a good background on how to be in front of an employer for interviews.” — BRANDON ORTIZ, CLASS OF 2017

It’s a 12- to 18-month program that allows recent college graduates hands-on and virtual training in hospitality disciplines from accounting to event management to food and beverage services. First steps Brandon knew where he wanted his career to go, but there was the matter of choosing a college. York College won him over early.

“The first person I talked to was Dr. John Hughes. We all loved him,” Brandon says of the department chairman. “I knew it was a good fit for me.” He started in the Hospitality Management program as soon as he arrived in York. Of all his coursework, it’s the finer details that stand out to him. “One of the big things in this industry is professionalism,” Brandon says. “We got a good background on how to be in front of an employer for interviews. It was very important that we know all the details, how to dress, smaller things that Continued on Page 18

York College of Pennsylvania | Hospitality Management

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people don’t always think of.” Brandon also came to appreciate the entire program’s faculty and staff. It’s all about the connections, he says. “The great part about our staff is not only do they teach you inside the classroom, but they also bring in people who can teach you the concepts you want to know,” Brandon says. “You can do a lot by making those connections, always following up with guest speakers by emailing them and saying 'thank you.'” Up the path While balancing a full course load, Brandon also put in about 30 to 40 hours a week over his last two semesters working at the Sheraton Inner Harbor in Baltimore. It made for a long commute, but it paid off in more than just job experience. Marriott bought Sheraton, giving Brandon access to the Voyage program. His general manager connected him with a program recruiter, and he jumped into the process, from an initial phone interview, to more written questions, to the wait to find out if he’d made the final round. Then, he was off to Atlanta for a two-day interview session with company power players. “I got to meet powerful leaders in the Marriott family from all over the world,” Brandon says. “You learn that a lot of them had been with the company for over 20 years, that it’s a great company to stay with and work for.” 18

'I got to meet powerful leaders in the Marriott family from all over the world,” says Brandon Ortitz, '17. After a final two-on-one interview, Brandon earned his place in the Voyage program. Fast learning While his York College classroom and work experience have given Brandon a broad foundation, he is excited about the opportunity to learn even more through the Voyage program. “I’m in a full-service hotel at the Sheraton Inner Harbor, and I’m going into a select-service hotel, which is smaller, so I’ll get a grasp of the whole operations side,” he says. “I can learn more, and I can learn it faster too.” And if the hands-on experience isn’t enough, Brandon can dabble in virtual reality. The program York College of Pennsylvania | Hospitality Management

offers a virtual hotel simulator that allows Voyagers around the world the opportunity to “run” their own hotels in a three-month simulation. They can then create teams and compete for a chance to win a tour of Marriott’s corporate offices. All this should keep him solidly on the road to his five-year goal of being an assistant general manager or director of operations, preferably in the greater Washington, D.C.-Baltimore area, but he’s open to other options. “I would love to travel,” he says. Wherever his Voyage takes him, you can be sure there’s a lot of smiles on the faces of guests in his future.

York College Hospitality students attend the "HX: The Hotel Experience" trade show in New York.

Students finds inspiration at NYC's premier hotel event Hospitality students take motivating trip to HX: The Hotel Experience Emily Mitnick had never heard of anything like it, but when the Hospitality Management major learned about the upcoming “HX: The Hotel Experience” trade show in New York City, she knew instantly she wanted to go.

North America, the event offers the chance to see the newest trends and latest innovations in the industry, said Dr. Joseph Scarcelli, Associate Professor of Hospitality Management at York College of Pennsylvania.

She hoped the trip might offer some ideas of where she wants to be once she graduates from York College of Pennsylvania next December. As the largest hotel trade show of its kind in

“I find that this trip always inspires and energizes the students,” Dr. Scarcelli said, “motivating them to be proactive about both their education and career.” York College of Pennsylvania | Hospitality Management

'The golden ticket' Emily was one of 11 York College students to take the trip to New York. They stayed at the Marriott Marquis and got the chance to tour it and other premier hotels like the Essex House and The London NYC. They submerged themselves in the HX: The Hotel Experience trade show floor, which was filled with hoteliers shopping for rugs, room number signs and bathroom sets.

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WORKING IN THE GAMING INDUSTRY

Others were purchasing kitchen wares – pizza ovens, appliances – and washers and dryers. While the trade show features the depth and breadth of hospitality choices, Dr. Scarcelli said the students’ visits to the hotels were even more important. “New York City is home to some of the best luxury properties in the country,” he said. “Touring them, going behind the scenes, and talking one-on-one with the professionals can be a great experience to those entering the hospitality industry.” “I wanted the trip to expose the students to the wide range of opportunities available within the hospitality field, and to help them make connections that will assist in job placement and career advancement.” Finding inspiration The group also attended two seminars. One discussed the sustainability of the industry. The other – Emily's favorite – examined the ways in which women in the hotel industry can professionally encourage one another to get ahead. As she sat in a room full of professionals and students who listened in on the panel of female general managers of luxury hotels in New York City who spoke of how they started at the bottom and worked their way to the top, Emily saw pieces of her future self in each of them. Her original interest was event management, then came lodging. Now, she sees a chance to merge the two, starting wherever she needs to and working her way up – hopefully to the top. It’s this experience that Dr. Scarcelli hoped his students would get at HX: The Hotel Experience. “As a professor, nothing reinvigorates me and gives me greater pleasure than seeing my students excited about the path they've chosen, excited about the prospects for their future, and excited to learn,” he said.

Jeff Carter, Class of 2014, works at Hollywood Casino Perryville in Maryland.

‘LUCKIEST GUY IN THE CASINO’ Customers who visit Jeff Carter’s place of work often walk in mystified by bright, flashing lights, entranced by the sounds of ringing bells and clanking coins. They're filled with hope and adrenaline that their fortunes can change with the pull of a lever or a roll of the dice. Odds are, many of those customers will leave empty-handed, but it’s Jeff's job to make sure you had a good time overall when visiting Hollywood Casino Perryville in Maryland. And that’s where his hospitality training from York College of Pennsylvania kicks in. “Even when those people lose, I have to make sure they have a good experience,” he says. “Often, it’s not easy, but I like the challenge.” Continued on Page 21

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Making people feel comfortable Jeff, a Baltimore native, always knew he wanted to work in a casino full time. He grew up around casinos and the gaming industry, he says. His family members are such avid gamblers that his grandmother actually taught him how to count playing 500 rummy. While at York College, he switched majors during his junior year when the Hospitality Management major was created. He became a member of the first graduating class in December 2014. It was something he says he was always interested in, but more from a personal side than a business side. “I like getting to know people on a personal level. I like making people feel comfortable. I also enjoy learning about new things and new cultures,” he says. Luck on his side Luck just happened to be on his side when one of his professors, Shelly La Motte, brought in the vice president of casino marketing for Hollywood Casino Perryville.

hosting parties and beer tastings at the casino. His favorite thing about hospitality is that he doesn’t have the traditional customer to merchant relationship. “Someone doesn't give me $20 and I give them a T-shirt or something like that. I sell an experience,” he said. Customer not always right? Carter says being able to work on the fly is an important part of the job – even more so when an unhappy customer loses his winnings and comes to Jeff to complain. “I've never had an upset patron leave more upset after talking to me,” Jeff says. “I think that has to do with the fact that I can understand where these patrons are coming from. With me being around the gaming industry most of my life I can relate to the players’ frustrations.” His schooling helped teach him that the customer may not always be right, but sometimes they just need to vent.

Jeff had already taken her class, but La Motte knew of his interests and wanted the two to meet. From there, Jeff landed an internship, which he jokes must have gone in his favor since he’s now working there full time and currently holds the title of Casino Services Ambassador. While at YCP, Carter did three work experiences he said taught him a lot about the hospitality industry. Between those and his classes, he felt ahead of the curve with other professionals in the field.

Enter the hospitality gig, where he’s usually at the front end of those frustrations, and it’s his job to turn them around. But when it comes to that, Jeff considers the odds on his side. “I'm the luckiest guy at the casino, and I can't even gamble there,” Jeff says. “I credit that to York College and Shelly.”

Those experiences helped him be more multifaceted, so he’s able to adjust and handle situations that might not be in his written job description – such as York College of Pennsylvania | Hospitality Management

Jimmy Di Guglielmo: Class of 2017

ALL-IN, ON-THE-GO ATTITUDE While many people enjoy being active, York College of Pennsylvania Hospitality Management major Jimmy Di Guglielmo has taken busy to a whole different level. READ MORE 22 22

York College of Pennsylvania Departments York College of Hospitality of Pennsylvania Management, | Hospitality Recreation Management and Leisure Administration and Sport Management

immy Di Guglielmo finished his junior year at the school that included a 17-credit course load, and a 1 credit internship this semester, in addition to his on-campus job, duties as a peer advisor, orientation coordinator, and fraternity member. He was even the secretary of the school’s Ski and Outdoor Club.

And if that wasn’t enough, he served as the 2017 Class President when he returned to York College in the fall. Now that’s a hectic schedule. Needless to say, I like to be involved,” Jimmy says. “There’s times I am running around in 100 different directions. I have class, homework, meetings, this and that and want a break. However I know I need to get things done first, I do better when I am busy.”

“The skills can be taught, but you need to have that people personality, communication skills and be able to talk to people. That’s one of the keys of the Hospitality program."

“When I get involved, I put 110 percent into it. If I have to pull an all-nighter, sacrifice some sleep to get it done, I do that. Thank goodness for cellphones. I use it for everything, my email, and my calendar to try to stay organized throughout the semester.”

Rethinking his plans It’s that constant, on-the-go mentality that makes him perfect for the Hospitality Management major at York College. Although he started as a Chemistry major before an undeclared semester, Jimmy says the professors, and the hands-on approach helped him rethink his plans.

— JIMMY DI GUGLIELMO, CLASS OF 2017

“My first semester as a Hospitality student is what really got my brain running,” he says. “I learned all the opportunities you have in Hospitality. Taking that intro course gave me the start of where I wanted to be.” Being wildly busy hasn’t hurt Jimmy in the classroom. He posted a 3.04 GPA during the last fall semester and expects that his spring average was just Continued on Page 24

York College of Pennsylvania | Hospitality Management

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as good – or better. He is looking forward to this fall when he will get to study in the food lab in the commercial kitchen at the former Lafayette Club in York, which was donated to the college for this program. Gaining valuable experience Until then, he will go back to the onsite catering business where he worked last summer near his home in New Jersey, 20 minutes outside of Philadelphia. Last year he performed “back of the house” duties as a houseman, and ended up helping as a bartender one night which led him to acquiring his bartending license. This year, he’ll perform “front of the house” as a server, in a facility that specializes in weddings. Meanwhile, between his summer job, and York College activities, he is gaining valuable experience in event planning. Jimmy also served an internship with York College’s Dean of Enrollment, where he helped coordinate many of the special events that office hosts. “From helping the office staff to sitting in on pre-planning meetings and helping with teardown, I found myself really getting involved with every detail of events,” he says. “I went from start to finish.”

DID YOU KNOW ... The hospitality industry is one of the nation’s leading employers. The Bureau of Labor Statistics estimates that by this decade, the hospitality and tourism industry in the United States will employ approximately 15.1 million people, and that 2.5 million people will be employed in managerial, marketing and other professional positions within the industry.

Keys of the hospitality program While he isn’t positive which way his career path will take him after he graduates next spring, Jimmy will be ready. Both York College and his own active, non-stop nature will help prepare him. “The skills can be taught, but you need to have that people personality, communication skills and be able to talk to people,” he says. “That’s one of the keys of the Hospitality program. You have to put yourself out there.”

One of his primary duties was to interact with incoming freshmen and their families, telling them things like where they needed to go on campus but also sharing personal experiences that helped pave his way to success at school.

York College of Pennsylvania Departments York of College Hospitality of Pennsylvania Management, | Hospitality RecreationManagement and Leisure Administration and Sport Management

'THE SKY'S THE LIMIT'

FULL-HEARTED INTO HOSPITALITY 'There’s so many opportunities' at York College, says Kayleen Bell. How does York College of Pennsylvania senior Kayleen Bell handle a dual major in Hospitality Management and Accounting, work as a tutor in both departments, and stay involved in numerous activities? It takes serious time management skills, with a bit of vibrant assistance. “I normally have sticky notes everywhere,” she says, laughing, “and everything is color-coded.” But Dr. John Hughes, chairman of the department of Hospitality, Recreation and Sport Management at York College, says Kayleen has more than colorful notes in her arsenal. “This is a person who can’t be rattled,” he says. “Kayleen is an exceptional student. You can tell she’s going to be successful.” Piece to the puzzle Kayleen started out with just the Hospitality Management major, something she developed an in-

Kayleen Bell (center) is earning a dual major in Hospitality Management and Accounting. terest in because her family travels often. Later, when she took an accounting course, something else clicked. “I realized accounting was something I really enjoyed, and I could put the two together,” Kayleen says. “All of the stuff came together like a puzzle.” The dual major helps her assist others as a tutor for three Hospitality classes – including Hospitality Finance, which touches both interests at once – and an Accounting course. “It’s interesting for me to see how people think differently about topics,” Kayleen says. “Sometimes I have to rephrase how I say things to help them learn. Tutoring helps keep me thinking about different York College of Pennsylvania | Hospitality Management

aspects of accounting.” Kayleen’s tutoring work is valued by more than just those she assists. The faculty appreciates it as well, says Dr. Hughes. “She’s a helper,” he says. “She has this way of helping lift people up, helping them understand things that are a little confusing or outside of the wheelhouse of some students.” Developing her interests In addition to her coursework, Kayleen gained career prep through her experience working for the Office of the Comptroller of the Currency in Washington, D.C., for two summers. She further developed her interest in accounting while working with contracts in the conference office. Continued on Page 26

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“I got to look deeper into the contracts and see places where we could save money,” she says. “I did the same with the supply budget.”

INDUSTRY LEADERS IN THE CLASSROOM

Later, she worked in the transportation and real estate departments, where she developed a real estate portfolio for the office to be sent to managers nationwide. '1-2-3 punch' As if she hadn’t built a strong enough resume, Dr. Hughes also notes that Kayleen will soon take her CPA exam. “This is an enormous 1-2-3 punch for a graduating student,” he says. “There’s a number of different jobs she could pursue. I can see her as the comptroller of a large hotel in five years; 20 years down the road, the sky’s the limit. I can see her being the chief financial officer of a major company. “There’s no doubt in my mind she’s going to move quickly and be very successful in her career,” Dr. Hughes adds. “She attacks challenges and accomplishes them and helps others do the same thing.” Opporunities about While Dr. Hughes is effusive in his praise of Kayleen, the admiration is mutual. She expresses deep gratitude for the faculty who have mentored her through her YCP career. “Our professors are always there for us,” she says. “They have incredible connections. If you have any questions, they’re there for you. They will even call the CEO of a company for you.” Thanks to those professors and the experience gained through her coursework and outside of the classroom, Kayleen sees a lot of possibilities in the future. “There’s so many opportunities here. Hospitality is such a broad area. There are so many places you can go with it,” she says. “You can do whatever you want, as long as you go full-hearted into it.”

John Longstreet, President/CEO of the PA. Restaurant and Lodging Association

HOSPITALITY PROGRAM EARNS PRAISE 'I would rank the students at York College right up there with some of the brightest I’ve met,' says industry executive. Standing before a class of Hospitality Management students at York College of Pennsylvania, John Longstreet was impressed by the students’ industry knowledge and insightful questions. “When I get in a classroom and hear a question and see how students present themselves, I get a good idea of how the students are,” says Longstreet, President and CEO of the Pennsylvania Restaurant and Lodging Association. “I would rank the students at York College right up there with some of the brightest I’ve met.” Longstreet enjoys providing insight to college students, especially those in Hospitality Management programs, the field in which he has dedicated his career. Continued on Page 27

York College of Pennsylvania | Hospitality Management

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It’s an area of expertise he can speak from with plenty of experience, from studying at Cornell University to two decades with Bristol Hotels and Resorts, along with a couple of other stops, including chairing the Texas Hotel and Lodging Association. With that background, it’s easy to see why York College of Pennsylvania Hospitality Management Professor Michelle La Motte, a classmate of Longstreet’s at Cornell University, invited him to speak to her students. Longstreet connected with Professor La Motte at a Cornell University alumni event in Harrisburg, and he was impressed with the program and student body at the school much smaller than most of those he normally visits. “The concept of bringing industry people to the classroom – if you get someone that connects well – can enhance the program,” he says. “I love that York College has that built into their curriculum.” Helping you find your niche For York College Hospitality Management Senior Alexander Iula, connecting with industry experts has helped him find a direction for where he wants to go with his own career. With his hopes set on landing a position at a large-scale events company, Alexander says, his professors at York College have helped him make connections with professionals he might not otherwise have a chance to meet.

John Longstreet, second from right, stands with York College Hospitality Management professors “The discussions we get to have focus not only on someone’s personal experience in the field, but they help guide us on what we should look for in a job and focus on what the industry will be like when we graduate,” he says. “Those connections are invaluable.”

“There have been so many people from so many different areas of the Hospitality industry in our classrooms,” Alexander says. “They each bring a unique perspective and detail about what we can expect when we go into the workforce.”

Longstreet says that speaking to a classroom is beneficial for him, too.

It’s thanks to those connections that Alexander feels confident as he prepares for graduation in the spring. While he builds a solid foundation for his start in the Hospitality industry, he knows his York College professors have the resources to help him find the right people in the right places.

“We spent a lot of time talking about the impact of millennials on business,” Longstreet says. “The millennials tend to gravitate toward independent boutique styles. We know that millennials really like causebased businesses.” Building lasting connections The connections that York College students make in the classroom have become the keys to success once they start their careers. York College of Pennsylvania | Hospitality Management

“I don’t think I could ask for a more well-rounded, diverse education,” he says. “I’m really glad York College could provide that for me.”

Chip Conley, the founder of Joie de Vivre Hotels â&#x20AC;&#x201C; California's largest independent hotel company and America's second largest boutique hotelier â&#x20AC;&#x201C; was the first speaker in our now long-standing Chloe Eichelberger Business Education Series. The former Global Head of Hospitality and Strategy at Airbnb met privately with York College Hospitality Management majors during his visit.

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York College of Pennsylvania | Hospitality Management