Katharina Wickel, "Studying at such an international university, with classmates from different countries and continents, allowed me to grow and adapt to different cultures."
Katharina Wickel is from Germany, although she currently lives in Mallorca. At CETT she studied the Master's Degree in Hotel and Restaurant Management
Studying at CETT
Would you like to introduce yourself a little bit and tell us what motivated you to study at CETT and how you think this decision influenced your career?
My name is Katharina Wickel, I am 24 years old and I am from Germany, but I have been living in Spain for four years in total.
I studied a double degree in tourism in Germany and Mallorca and discovered already in my first year of university that I would like to focus on hospitality and hotel management.
That's why I was looking for a master's degree in hotel management and CETT seemed like the perfect place for it, not only because of its good reputation and the connection to professionals, but also because it is in Barcelona, a city full of luxury hotels.
Studying at CETT helped me to connect with professionals in the sector, to find my path and above all what makes me feel happy in terms of professional career.
What was the most valuable aspect of your training at CETT that you apply today in your daily work as a Guest Service Manager?
The knowledge acquired at CETT is invaluable in my day-to-day life, as I have learned about both economic issues and skills such as softskills.
Studying at such an international university, with classmates from different countries and continents, allowed me to grow and, today, helps me to adapt to different cultures and languages spoken in my work
Work Experience
You work in a five-star resort in a popular tourist location, such as Mallorca. What are the main challenges and rewards of managing the guest experience in this environment?
Working in a five-star resort means providing excellent services and having very detailed and personalized customer service.
The hotel is located in an area with a very varied type of customer, so also in our hotel the type of customer is very heterogeneous. This makes it difficult to adapt the offer or services to the guests, as there are different demands and needs.
The important thing in this case is to find a solution and offer as much attention to the guest as possible, with small details and active listening. Customer treatment is the key in managing experiences, because, although there may be something that a guest does not like, if you treat him well and make him feel at home, he will return home happy and will have a high probability of coming back.
What skills do you consider essential for someone who wants to excel in the hospitality and customer service industry?
To stand out in the industry, one must have a perfect mix of acquired knowledge, skills (soft & hard skills), passion and motivation for the job as well as getting along with the hotel employees, because the better the work environment, the better the customer service will be.
Above all, I would like to emphasize the dedication to service, but it is also necessary to speak several languages, at least English, to be able to serve guests.
What role do new technologies play in your work and how do you think they are transforming the hotel industry?
I think the hospitality industry generally needs to apply more new technologies, such as AI, to maximize guest service and optimize internal processes. Small changes are already noticeable through software and new technologies, but as hospitality is apeople business, the process is slower than in other industries. In the end we should use new technologies to improve processes and services, but never replace the human factor.
What is the biggest lesson you have learned working in the hotel industry and how has it impacted your professional development?
When you smile, people smile with you! When you serve a customer with a smile, the customer will have a better perception of the service or good of the hotel than when you serve them without smiling. A smile can have a great effect, both with the internal customer, i.e. colleagues at work, and with the guests staying at the hotel. I always smile a lot and so far this has been very successful for me, as it generates proximity and accessibility.
Advice to be given to future students
Never stop learning. You can never know everything, and every day is a new opportunity to learn something and keep growing.
Work and study at the same time; even if it is hard, it will give you a huge advantage in the job market, which is not as accessible as many believe.
Take advantage of contacts at CETT, whether they are professors or classmates because you never know: maybe a classmate from today will be the future manager of a hotel chain.
Take advantage of small opportunities, get out of your comfort zone, create your own challenges, and try to learn several languages.