By Caitlin Raux

In the words of Facebook COO Sheryl Sandberg, “If you’re offered a seat on a rocket ship, don’t ask what seat.” When Andrew Massetti (Hospitality Management ’14) was offered a position as Community Manager at Spotluck, the rapidly expanding restaurant app that solves the age-old diner’s dilemma, “Where should we eat dinner tonight?” he didn’t hesitate — he got on board. “We launched in New York with 250 Manhattan restaurants. Now, 8 months later, we have over 100 more, and we’ve expanded to Brooklyn, Queens and Hoboken,” Andrew tells me one afternoon at ICE. With a broad smile that rarely turns off, it’s pretty clear that Andrew is fueled by his job. Andrew’s willingness to take a risk on an idea he believed in, combined with his ICE education in hospitality and all things restaurants — from food production and kitchen management to sales and marketing — made him uniquely qualified for this burgeoning area of the startup world.

Andrew Massetti

Andrew Massetti, Community Manager of Spotluck

The idea behind Spotluck is simple. In a city like New York, where you can’t Uber a block without passing a slew of restaurants, the decision of which restaurant to choose can be a challenge. Spotluck provides a sort of restaurant roulette: take a spin on the mobile-friendly wheel and score a discount for the restaurant where you land. Andrew comes in at the point of access between the restaurants and the app — he introduces Spotluck to restaurant owners, explains to them how it works and shows them how it can improve their businesses. “Every restaurant in New York City has been acquired the same way — by personal touch. I’ve been to every single one and they know me by name,” says Andrew. Rather than chains or corporately owned restaurants, they focus on local, family-owned businesses, where the service they provide can actually make an impact. But it’s not a one-size-fits-all approach. “I work with each restaurant independently, because each has different needs,” Andrew explains. “If they have higher food costs, then I work with them on the discount amount. We want to bring in as many people as possible, but make sure it’s smart for each restaurant.”

Andrew wasn’t always on the hospitality path. The Long Island native received a business degree from SUNY Oneonta, and for a time, considered a career in finance. His mother was a banker and his father a teacher, and as his twin brother had already gone the teaching route, the finance world seemed logical. After college, however, Andrew started seriously reflecting on where his passions lay. “I loved restaurants, I loved traveling, so I figured I’d do something that took everything I loved and combined it into one.” He decided to research hospitality programs, which led him to ICE. “It wasn’t too long, it wasn’t too expensive, it wasn’t a Masters program. It was just the right amount of school to give me a basis in the industry.” Andrew enrolled in the hospitality program at ICE, where he started laying the foundation for the dynamic career ahead of him.

I loved restaurants, I loved traveling, so I figured I’d do something that took everything I loved and combined it into one.

When he started at ICE, Andrew was sure about one thing: he wanted to work in hospitality. But as he progressed through the Hospitality Management program, he was able to home in on where in that vast industry he wanted to be. Through his externship and class field trips to notable New York hotels, Andrew realized that he wanted to work in a “lifestyle” property — a hotel that offers high quality service in a more casual setting. “Our class took a trip to the Ace Hotel and I thought, ‘This is somewhere I can see myself working.’” With that in mind, he landed his first post-graduation position as a guest services agent at the Refinery Hotel, a hip boutique hotel housed in a former millinery factory and tea salon. There he cut his teeth on front-of-house operations, gaining experience doing something that seems to come natural to him — interfacing with clients. He knew, however, that his long-term goals were in another part of hospitality. “I used my front desk experience to propel me into sales and marketing,” says Andrew, who transitioned to a role as sales and marketing coordinator at the Knickerbocker Hotel, the famed hotel originally constructed by John Jacob Astor IV. It was an ideal position, and one he had no plans of leaving, until he was approached with the opportunity to join Spotluck. The Maryland-based startup was on the brink of expanding into the New York market and needed a person on the ground to form relationships with local restaurant owners. Andrew believed in Spotluck’s mission and took a leap of faith.


Spotluck in action

During his school days, Andrew took inspiration from ICE’s campus — New York City. “I loved being in the city, loved being in the hustle and bustle. I would walk around the hotels and see what restaurants were around. I was learning about the industry from just being there.” Today, a large part of Andrew’s role as Community Manager is hitting the pavement. “I’ve put in a lot of miles. I’ve walked probably every street in the city,” Andrew says with a laugh. Perhaps not every city street (Ed. note: figures estimate around 120,000 blocks in the five boroughs of New York), but he’s done an impressive amount of firsthand research on each neighborhood where Spotluck has a presence. He figures out what the needs are and combines those observations with his knowledge and training from the hospitality program to help local restaurants to bring diners in. “During the restaurant operations class, I learned about food costs, revenue per seat hour and all the math involved in operating a restaurant. For every restaurant, their goal is to fill each seat and turn each table as many times as they can. I learned that at ICE.” In a time when more and more customers are opting for delivery services, convincing diners to forego Netflix and takeout for a traditional restaurant experience is more challenging than ever. That’s why the service provided by Andrew and Spotluck is so valuable — to restaurants and diners alike.

A key player in a growing restaurant startup may not be where Andrew expected to be, but in retrospect, each step prepared him for the next. And he seems nothing if not thrilled with where he ended up. For him, the intersection between startups and hospitality is the perfect fit. “It’s a unique job. If I go out today and add another restaurant to the app, we’re doing good for the restaurant and for the community,” Andrew tells me. “The most rewarding part for me is knowing that what I do every day is having a direct impact on the company.” Oh, and the perks. Of course, there are excellent perks: “Our restaurants are great — they love to feed us.”

Ready to get on the path toward your dream career? Learn more about ICE’s career programs. 


By Caitlin Raux

On any given morning, you can find Christina Delli Santi (Hospitality Management, ‘15) quietly tending to the flower cart in the entrance of the Ace Hotel. For Christina, it’s a brief moment of peace and reflection, and an opportunity to check in with herself before she spends the rest of the day checking in with others. Soon enough, she’ll be assisting hotel guests, plowing through meeting after meeting and making sure everything in the hotel’s front office is copacetic — all part of her duties as Director of Front Office. A former hair stylist who left salons to pursue a career in hospitality, client satisfaction is a natural priority for Christina. “I love people — hearing their story and trying to help them — that’s hospitality to me,” says Christina.

Early on a Tuesday morning, Christina and I met in the buzzing Ace Hotel lobby, where laptop-wielding creative types were already competing for prime real estate at the cozy lobby tables. We chatted about her switch from hairstyling to hospitality, and how in just two years, she moved up the ranks to director-level at Ace.

How long have you been working at Ace Hotel?

I’ve been in the building for two years now. I originally started over at The Breslin [the Ace Hotel’s acclaimed gastropub, led by Chef April Bloomfield], through my externship.

So you studied hospitality management but started with a culinary position?

When I was looking for an externship, there was an alum who was working here at the time. ICE Career Services advisor Tessa [Thompson] reached out to him and told him that I was really interested in working at Ace or The Breslin. Originally, when I enrolled in the hospitality program, I wasn’t sure that I wanted to work in hotels. I enrolled in the program more for the event organizing aspect. I wanted to do weddings and parties. I figured I would work for a restaurant group or something like that. I never thought about working in a hotel. The idea of a bigger hotel wasn’t for me.

I ended up getting an externship at The Breslin. At first I was in the events department, doing a little bit of everything — working with the kitchen, ordering food and organizing private bookings for parties. It was really cool because it was exactly where I wanted to be, in terms of learning.

Christina Delli Santi

How did you transition to director of front office? And so fast!

A few months after I started, Ace was about to open another location in Pittsburgh and the front office manager left to work there. The front office manager had been there for a while — one thing about Ace Hotel, a lot of people who come here wind up staying. It becomes like a home that people enjoy coming to and working. The front office manager who left, Sean Walsh, actually works at ICE now as a teacher in the hospitality program. I wasn’t sure if I was ready to take his position, because it meant running a whole department — the bellmen, the front office, the rooms — but I knew that I loved it there and I could do it. So I just did it. I applied for and got the position as front office manager and stayed there for about a year. Now I’m director of the front office.

What does a typical day look like for you?

I love getting in super early, when the lobby is still quiet. It can get a little crazy-busy, so I love arriving around 7:00am. The first thing I do is review the VIP arrivals. I do a walk-through of the lobby, because this is the “shared space” and we have to communicate with all the other departments, from housekeeping to engineering to the Breslin staff, about it. Then I check the flower cart, which is my moment of peace for the day. I grew up around flowers because my parents own a flower shop, so that’s the moment I take to meditate on what the day will bring. After that, the day really revs up: I see who’s coming in, read the guest preferences, make sure everything is ready. We have guests that have been coming here since we opened [in 2009]. I think our number one guest has been here 200 times. We get a mixed crowd of really cool business travelers, like startups and bloggers, who really enjoy the lobby vibe. My team reviews the names of all guests who are coming, so they see if we have VIPs, or if someone works for a certain company or industry, we’ll write them a special note or do something that pertains specifically to them. I meet with all of the department heads at 9:30am and everyone goes through their whole day. We group in the morning, then we break and talk to each other a million times per day. The morning is about getting people out the door and the afternoon is about getting them in. I usually come to the desk around check-out time to see how guests enjoyed their stay. Then I come back at check-in time to make sure everything is flowing properly. It stays pretty busy. Sometimes I don’t realize I’ve been here for 12-14 hours. Ace hotel

You said you were a hairdresser before switching to hospitality. What inspired that career change?

I became a hairdresser right out of high school. I’m from north [New] Jersey and I didn’t really know what I wanted to do out of high school. I didn’t think college was for me, so I went to cosmetology school when I was 18. I was a hairdresser for about 10 years. I had so much fun with it, working in tiny salons throughout Jersey before joining a bigger company called Toni & Guy, to advance my career. I loved it because you’re always giving something to people — helping them if they have a bad day or giving them a new hairstyle. I love people — hearing their story and trying to help them — that’s hospitality to me. Eventually I started managing salons, and was offered the opportunity to become a partial owner of a salon. I was 28 at the time — I’m 30 now, so this was pretty recent. But I wanted to try something new. As I got older, school seemed more interesting to me. I actually wanted to go to class and learn. I knew I wanted to go back to school and get into hospitality and events. I had some experience with organizing events while working in the salons. I found ICE and thought [the hospitality management program] was perfect because I didn’t want to go to school for three years. I’m the kind of person who’s very hands-on — I learn things on the job.

It’s interesting that you began the hospitality program with event-planning goals. A lot of people aim to work in more traditional hotels and tourism positions.Christina Ace hotel

I definitely came with an event-planning motivation. I wanted to learn how to break down budgets and plan events, and expand my food and beverage background a bit.

Do you keep in touch with anyone from the ICE hospitality program?

I do. It’s hard because everyone is so busy all the time. But I always float around opportunities that come up at the hotel. I’ve interviewed three people I graduated with for various positions here. I think I talk to Tom [Voss] the most. He called me last week to ask if he could bring hospitality students in for a tour.

What is your favorite part of your job?

I really love the people I work with. I think it’s so important to work in an environment with passionate people. At the end of the day, we do the same thing. The people who have worked here for years and have been in the industry for so long, they do the same thing most days. You check people out, check people in and create an experience for them. But every day, it’s so fun to work with the people here because everyone has so much passion. I think we’re the type of company that we don’t just have the same thing going on. There’s always new artwork in the galleries and fun events going on. It’s not your traditional hotel. We get to have a lot of fun. Our guests become our friends. If they’re having a bad day, they can come talk to us. But my General Manager always says, “Take care of the internal (employees) first, and then the external (guests) will follow.” Because if you take care of your team, they, in turn, will be able to take care of your guests.

Ready for an exciting career in hospitality with opportunities around the globe? Click here to learn about ICE’s award-winning career programs. 

By Steve Zagor — Dean, School of Restaurant and Culinary Management

Why should I get a culinary or hospitality education? Can’t I just get a job and learn the business while I work?

What a great question and one that should be asked. I hear this almost weekly. As a dean and instructor at ICE, I often meet dreamers who are navigating the very intense process of looking down a long, unpaved and rocky road to the future, evaluating what can only be termed a “seismic” career change. Some may have MBAs or JDs with significant experience and incomes in other fields. A few may have families with kids at home. Others might be reentering the business world after a hiatus. And there are also those who are entering the work world for the very first time. Though they come from different places, they have similar a goal: a career in culinary or hotels.

Rommel Gopez

So let’s examine the above question and see if there is an easy answer.

News media and blogs continually publish stories about the shortage of talented people in our industries. Restaurants and hotels have an unquenchable thirst for talent in both front-of-house and back-of-house. It seems like a no-brainer: find a conveniently located restaurant or hotel, get a job and then begin the learning process under the supervision of a current business operator.

This may be doable. You may encounter a few slammed doors before one opens to accept you — after all, you have little or no experience. But eventually, someone will probably hire you. Now what? You will be in an entry level job focused on hourly or daily tasks at hand. Sure, you will be learning, but your knowledge horizon will be narrow and opportunities for bigger perspective far off.

The larger, more important question should be where are you being taught and who is teaching you. More likely than not, you’ll be learning in a local operation from someone who has come up in the business one step at a time and just knows his/her way of doing it. In some cases, there may be a few company procedures to help in daily operations, but the reality is: you will learn someone’s current knowledge, not necessarily the best or only way, but someone’s way. Not to mention, your hoped-for mentor has little or no time to train, viewing you as somewhat of a burden.

Why care? Further, should you care if your place of employment is doing great? In short: YES. Definitely, you should care a lot. Most operators of individual restaurants, local hotels and small business groups do not know how to operate with maximum efficiency. They don’t know all of the small things that can make a giant difference between marginal and profitable — not to mention, they aren’t necessarily aware of the newest technology and key industry issues. Many managers in small hotels and food businesses have a singular approach. In fact, often these people don’t know what they don’t know.

Learning the right way as well as alternate ways to operate is vitally important to succeed in businesses that at best are competitive and at worst, complicated, multifaceted, but seemingly easy.

Here’s another secret. Learning how to cook and how a kitchen works is a valuable asset, but knowing how to run the full business with all its operational controls, labor issues, purchasing systems, financial aspects, new technologies, marketing and social media opportunities, etc. will be a major advantage when compared to your competitor who began as a restaurant prep cook or hotel desk clerk and worked upward for years in an environment with limited exposure. In the end, to be a success, whether as a business owner or a senior manager/chef for someone else, making a profit will be the key. Several well-known guest chefs who recently visited ICE told our classes that they wished they knew more of the business side when they started out.

So, are culinary and hospitality programs the answer? In many cases, the answer is yes. It’s an opportunity to learn the best approaches from experienced pros whose only job is to teach. Plus, a school provides a network of contacts and expertise you can call on long after you leave. It’s like having a personal group of mentors who will be there to give advice and shadow you as long as needed.

Is school always the answer? Not for everyone. It’s not inexpensive. Personal financial situations may make it challenging as an option. And, there is the question, “Why should I spend thousands on an education when I will be earning a small salary after graduation?” The answer is: if you view the education as your entry for a job, that’s not why you enroll. You go to school for a career not just a job. The first job isn’t the end game. It’s a valuable step on the ladder.

Now, you might be thinking: he’s an educator. Of course he thinks school is a great route. Yes, that’s true, but I’m also a former owner/operator of multiple food businesses and have consulted and mentored many others. I’ve learned through experience how many opportunities are squandered by surprisingly well-known businesses. In many of these situations, just a bit more knowledge could make things better.

Whether you choose formal education, practical experience or a combination of both, there is no assurance you will succeed. There are many other factors that influence success, and not everyone’s goals are the same. Hopefully with your learned ability and knowledge, the first job will be a quick step. What is learned in formal education should make that rocky road smoother and your speed faster to get to where you want to go.

Interested in learning more about ICE’s Restaurant & Culinary Management program? Click here for more information.


Here’s a question: What inspires students to enroll in ICE’s hospitality management program? Several of our students, past and present, answered that question and turns out there are myriad reasons why students choose to study hospitality management at ICE.

Rommel Gopez

Rommel Gopez, Director of Guest Relations at Hotel Edison

For Rommel Gopez (Hospitality ’14), it was an unquenchable thirst for international travel combined with a love of meeting new people that led him to the hospitality industry. In his words, “I love talking to people from all over the world. I’ll talk to someone from one country and then think, ‘Oh, I should travel there next.’ And when I do travel there, I already have a friend.” After spending years working on international cruise ships, he decided to enroll at ICE. Rommel explained, “I wanted the diploma to go with my work experience. And I learned so much [during my time at ICE]. I learned about hotel industry unions, management skills and the culinary side of hospitality. We also had the chance to get in the kitchen and prepare food. I love cooking, so that was a great experience.”

For Madison Malchiodi (Hospitality ’15), a job at Subway during college sparked her passion for service. As she recalled, “Over time, my job taught me something about myself: I took pride in serving as the shift manager, in taking on the responsibility of opening and closing the store.” This first brush with hospitality led her to ICE — a place where she could “boost [her] knowledge of management and service.”

ryan alexey headshot

Ryan Kim

For Ryan Kim (Hospitality ’16), a native of Seoul, South Korea, ICE’s hospitality management program was the perfect fit for a food lover who preferred to work outside of the kitchen. Ryan explained, “As much as I loved cooking and baking, I knew I wasn’t passionate about spending the rest of my life working as a pastry chef. I was looking for a way to be around food, but realized I would rather manage an establishment than be in the kitchen.”

Reeya Banerjee, a current ICE student with nearly ten years’ hospitality experience under her belt, chose ICE in order to catapult her career to the next level. “Between the classroom component and the externship requirement, the Institute of Culinary Education has a hands-on practical approach to education that appeals to me.” Another current student, Julie Milack, was drawn to ICE’s flexible schedule options — with morning, afternoon and evening schedules beginning on a rolling basis. According to Julie, “I chose ICE due to its flexible schedule that fit perfectly into mine.” With an intensive program spanning just 12 months, ICE is the best route for professionals looking to make a career change.

Though many paths lead them to ICE, our students share a passion for hospitality and service. From hands-on training with the latest property management systems to field trips into NYC’s premier hotels and resorts, ICE gives them the tools and experience to turn that passion into a career with endless opportunities around the globe.

Ready to launch (or advance) your career in hospitality? Click here for more information on ICE’s career programs.

By Caitlin Raux

On a crisp February morning, I met with Rommel Gopez (Hospitality Management ’14) in the lobby of Hotel Edison, where he’s Director of Guest Relations. The first thing I notice about Rommel is his dapper appearance — he’s sporting a navy, three-piece suit and a purple pocket square placed with just a touch of nonchalance. Nestled in the bustling Times Square District, the hotel is buzzing with eager out-of-towners. As he shows me around the art deco lobby, the second thing I notice about Rommel is his way with people: he treats both guests and colleagues with warmth and genuine attention, putting an arm around the doorman when we take a few portraits outside. He’s no doubt a people person — and given his love for international travel, it makes perfect sense that Rommel ended up in the hospitality business. The Hospitality Management alum was generous enough to take time from one of his usual, hectic mornings to chat with me for an ICE blog interview.

Rommel Gopez

You’re originally from Hawaii — did you stay there after high school?

After high school, I joined the military, the US Army, for five years. Then I decided to work on a cruise ship so I could travel for free with work. I did that for a while until I started working in hotels, using my experience from the cruise ships.

It sounds like you have the travel bug.

Yes, I love it. And that’s part of the reason why I love the business itself. I love talking to people from all over the world. I’ll talk to someone from one country and then think, “Oh, I should travel there next.” And when I do travel there, I already have a friend.

What made you decide to come to ICE?

Before I went to ICE, I was already working in the hospitality industry. But I wanted to learn more and have something under my belt to show that I was serious about my profession. I wanted the diploma to go with my work experience. And I learned so much [during my time at ICE]. I learned about hotel industry unions, management skills and the culinary side of hospitality. We also had the chance to get in the kitchen and prepare food. I love cooking, so that was a great experience.

Rommel Gopez

What skills that you learned at ICE do you use in your current role as Director of Guest Relations at Hotel Edison?

I already knew Opera (a premier property management software) when I started at ICE, but ICE gave me the knowledge to teach the system. I’ve often had to train other employees, so this skill has been incredibly useful — not all, but I’d say 90% of hotels use Opera as their PMS. Additionally, the courses on union rules were a great help, professionally, because we have a large number of union employees.

Can you tell me about a-day-in-the-life in your current role?

It’s always busy. I get in at 6:30am in the morning and get out at 5:00 or 6:00pm. The first thing I do when I come in is check on my arrivals and my availability for the day. I check the rate and the occupancy. Then I look at how many VIPs I have and see whether I have enough rooms for my VIPs to be upgraded. I check emails and do my reports. From there, we have meetings and the day continues — I’m in the lobby talking to guests, showing rooms to guests, talking to my team about what’s coming up and any other issues.

What types of things do you report on?

I report on my VIP list, whether I have an executive VIP, honeymooners or birthday VIPs. I flag them all and make sure they have the proper amenities. We make sure that their rooms are ready. We prep everyone, not just my team, but all the other teams at the hotel as well. It’s important that everyone is aware of what’s going on.

Rommel Gopez

What’s the difference between Director of Guest Relations and a concierge service?

The concierge is someone who offers guests recommendations about the city: the theatre, where to shop, restaurants, maps, and so on. My job is quite a bit different: I’m making sure that our VIPs are satisfied so that they’ll come back. By their second stay, most guests already know me and my team. And we already know what they want and which room they want. We want to make sure that when they get to the hotel, everything is ready for them. Many of the guests email me directly to let me know when they’re coming.

What is the most challenging part of the job?

Trying to get a team together that has the same passion and the same mentality as me. The hospitality industry is hard because it’s all about people and service. You have to have the patience, the passion and the willingness to do the job no matter what. We can’t satisfy everyone, but if you have those qualities and a good attitude too, you’ll be successful.

Are there any surprising parts of your job?

Yes, people think we can give everything for free (laughs), which isn’t the case. But we always do our best to accommodate.

How do you see the industry changing?

It’s changing constantly. We have hotels popping up left and right in New York City. A lot of great hotels are popping up in Brooklyn these days. That’s a lot of positions that need to be filled. The hospitality management program must be booming right now.

Do you see yourself working in hospitality in any other cities?

That’s for when I retire (laughs). No, I think New York is the city for me. If you want to work in a hotel, there’s no place like New York City. The experience you get here is like no other.

Learn how you can launch an exciting, international career in hospitality — click here for more info.


By Ryan Kim—Student, School of Hospitality Management

From an outside perspective, a hotel may simply appear to be a place to spend the night, but for those of us in the hospitality industry, a hotel is a well-oiled machine, dependent on the efficient operation of every gear and screw. At ICE, as hospitality management students, we’re fortunate enough to experience the inner workings of hotels through guest speakers who are actively working in the hotel industry. Most recently, my class had the pleasure of meeting Eveline Chen, the executive housekeeper at the Hotel Wolcott in Koreatown, close to the Empire State Building.

Wolcott Hotel NYC Hospitality

Photo compliments of the Wolcott Hotel

While my classmates and I may never have the firsthand experience of preparing hundreds of rooms for guests, an understanding of hotel housekeeping is essential to our success in the industry. What’s more, Eveline had incredible insight into the hotel infrastructure as a whole, from how to maintain positive relationships with your colleagues to how to advance through the ranks of hotel management.

Eveline has more than 15 years of housekeeping management experience: 10 years at the Wolcott and five at the Sofitel. She stressed that two important skills she has learned were patience and attention to detail. No matter what role you’re playing, big or small, it impacts the guest experience.

Another point that Eveline highlighted was the importance of establishing good relationships in the workplace. In the hotel industry, you end up spending a lot of time at work, with your supervisors and your employees. Bringing a sense of humor to the less pleasant or stressful parts of a job has been essential for her to remain happy at work. Moreover, Eveline emphasized the importance of teamwork. As the Wolcott is a smaller hotel, many of Eveline’s employees are cross­trained to pitch in on various roles.

Field Trip Hotel Class

ICE students, Dean of Hospitality Management Tom Voss and Eveline Chen at the Hotel Wolcott

While housekeeping may not initially seem like the most interesting part of the hotel industry, Eveline has been my favorite guest speaker to date. In addition to sharing her personal advice, she also showed us around the Wolcott, a historic hotel that is more than 100 years old and an official NYC landmark. The building combines French neoclassicism and beaux-arts styles, and its sculptural aesthetic stands out against the surrounding buildings, exuding a subtle charm. Going behind-the-scenes at the Wolcott was thus a particularly special experience, as we shadowed some of the housekeepers on their daily routines. Thanks to Eveline and her staff, I now have a new perspective on the small details and constant maintenance that can help make or break the success of a hotel.

Click here to request free information about ICE’s Hospitality Management program.


By Madison Malchiodi—Student, School of Hospitality Management

Hi! My name is Madison and I’m a current student at ICE. Read my story below and follow my posts on the ICE blog to learn why I’m passionate about a future in hospitality and what it’s like to study at ICE.

Life as a Hospitality Student - Madison Malchiodi - Library - Headshot

I vividly remember June 21, 2013—my first day as an employee at Subway. I began working there just days before I graduated from the High School of Art and Design in Manhattan, with a college acceptance letter in hand. Yet when classes started in August, I found that I preferred to work whenever possible, putting school second; so while I gained a ton of work experience, unsurprisingly, my grades suffered. Once the semester was over, I made a decision not to return to school, working as much as possible until I found a new alternative.

It wasn’t easy at first. Months went by where I worked five to seven days a week. Time was passing, all my friends were away at school, and there I was, stuck at work. But over time, my job taught me something about myself: I took pride in serving as the shift manager, in taking on the responsibility of opening and closing the store. Eager to explore these newfound professional interests, I began to search online for a school that would boost my knowledge of management and service. Nothing caught my eye…until I came across ICE.

Life as a Hospitality Management Student - Opera Lecture


Even before my time at Subway, I was no stranger to the hospitality industry. My father is a chef and my mother worked in restaurants for 15 years. At first, I wondered if enrolling in ICE’s Culinary Management program would be a better fit instead of the Hospitality Management track. However, my final decision became clear when I sat in on a hospitality class called “Managing Back of the House Operations.” Not only did this topic match my interests, but the instructor and students also made me feel welcome. Just a few months later, in September, I attended my first day of class as a proud Hospitality Management student.

Life as a Hospitality Management Student - Opera Lecture - Classroom

By enrolling in ICE’s program, I hope to gain a wealth of knowledge that will complement and develop my personal interest in the hospitality business. Since it is one of the world’s most competitive job markets, my goal is to learn what sets me apart from my peers and use that to my advantage. In other words, I want to learn to “brand myself” (a term I learned in a recent Human Resources class). The course has really peaked my interest—going into detail about best practices for hiring, firing and training of staff, as well as union laws and all of the legalities of the hospitality industry. After just a few months in the program, I can already say with confidence that it has been a great experience overall and I’m excited to see what’s in store for the months to come.

Click here to learn more about careers in culinary and hospitality management.

By Stephen Zagor—Dean, School of Business & Management Studies

I write about this almost unwillingly; I’m scratching just thinking about these minuscule monsters. What am I talking about? Bed bugs! Three years ago my son and I brought home these tiny, unwanted terrorists from one of several hotels we stayed in during a five-day college visit road trip. Before we knew what had happened, they advanced in a multi-frontal attack, occupying two bedrooms and plotting to overtake as much territory as possible. To win this war, we had to enlist a coalition of ghostly fighters in grey hazmat suits, the latest chemical warfare and a trusty, bug-sniffing beagle named Roscoe. Eventually we won the battle, but it was a grueling two-week experience that we have never forgotten.

As many New Yorkers already know, bed bugs are everywhere—subway cars, offices, department stores, movie theatres, everywhere. But of all the places they hide, hotels—with their never-ending flow of new overnight guests—are one of the most likely places for the little creatures to hop a ride to your home on your clothes or bags.

Credit: Jason Kuffer

Credit: Jason Kuffer

Yet, as a hospitality professional, my initial disgust quickly turned to curiosity—and the data I found was shocking. According to the Bed Bug Registry, not only is New York City the bed bug capital of America, but the list of affected hotels encompasses everything from Economy Inns to $700+ per night luxury suites. Not only are these little critters a customer service issue, but they are also a public relations nightmare for any hotel unlucky enough to be under attack.

So what’s a hotel to do? It’s basically impossible to prevent bed bugs from entering, given that travelers are an easy transport mode for the creatures. That leaves proactive initiatives as the best course of action, specifically in two areas: Inspect to Protect and Damage Control.

Since complete prevention is impossible, the next best thing is to minimize the potential problems with early detection, otherwise known as Inspect to Protect. Many hotels have “Bed Bug Action Plans” that combine monthly pest control inspections by an outside exterminator with an ongoing training of all employees—not just housekeeping staff—on how to spot signs of an infestation. In one case, a hotel was cited as offering monetary rewards to any employee who spots signs of bugs. (That said, employees could also be the source of the problem. Regular inspection of staff locker rooms, break areas and hallways should be part of any hotel’s action plan.)

Credit: Andrew Rennie

Credit: Andrew Rennie

If you do spot an infestation, the next step is Damage Control: a response plan for those times when a guest spots the infestation first. This may include moving the guest to another room, refunding the room charge, and a scripted apology (both verbally and in writing to the affected guest). Tantamount to these customer service efforts, the room should be inspected immediately and taken out of service until the problem is under control. Moreover, the complaint should be recorded and documented.

Whenever bed bugs are spotted, the pest management company should be called immediately. Bed boards, mattresses, box springs and furniture must be either properly treated or correctly disposed of. The rooms that adjoin the affected room on both sides, as well as above and below the room, should also be inspected. In 48 to 72 hours, the room should then be re-inspected. If all is clear, the room can promptly be returned to service. But in 14 days time, and then again in 28 days time, the room should be re-treated to proactively eliminate any lingering bugs that might have hatched since the first visit.

Credit: Johnny Vulkan

Credit: Johnny Vulkan

If a guest writes about the hotel bed bug incident on a social media profile, a review site such as TripAdvisor or elsewhere, the hotel management or public relations team should respond as quickly as possible, in an effort to minimize the concern. Communicating the proactive measures taken by the hotel is an excellent way to mitigate any issues that may arise. Be advised, these sorts of online comments may be difficult to detect before growing out of control. That is why the use of a real-time net browsing system to spot comments about your business is a highly effective way to maximize damage control.

There is no easy solution to the bed bug problem. As a guest, I have no interest in potentially inviting these critters back into my home, but as professional, I know that these infestations are an ongoing problem regardless of the cleanliness or prestige of a given hotel. Luckily, for both hotel management and their customers, enacting proactive, vigilant screening and response processes can help minimize experiences like mine in the future.

For more articles on new and trends in the hospitality industry, click here.

Last night, five ICE students competed head-to-head in the 17th Annual Calvados Nouvelle Vogue International Trophies. Hailing from the Culinary and Hospitality Management programs, the students were given the unique opportunity to train with Anthony Caporale, renown beverage expert and ICE Mixologist and Beverage Instructor.

Craig Joseph, Carol Arciniegas, Anthony Caporale, Edward Dickman, Anthony Causi and Ellen Richards

Craig Joseph, Carol Arciniegas, Anthony Caporale, Edward Dickman, Anthony Causi and Ellen Richards

The competition was held at the Intercontinental New York Hotel’s Barclay Bar, the first Calvados bar in the country, boasting more than thirty types of this traditional French brandy. From cream to chocolate, thai basil to jalapenos, the range of cocktails presented by the students truly demonstrated the spirit’s fruit-driven versatility.

Professionals from the New York Chapter of the US Bartenders’ Guild competed alongside the students, vying for the chance to compete in the Calvados Cocktail finals this April in Normandy, France.

Craig Joseph strains his ginger-inspired Calvados cocktail.

Craig Joseph pours his winning Calvados cocktail.

Culinary Management student Craig Joseph took home the prize with “The Normandy”. We look forward to seeing Craig at the finals in France and congratulate all the competitors on their impressive bartending skills!

"The Normandy"

“The Normandy”

The Normandy

By Craig Joseph

  1. In a mixing glass, muddle:
    2 pieces of fresh peeled Ginger
    1 strip of fresh Orange Zest
    3.5 cl Sweetened Fresh Lemon Juice
    1.5 cl Cherry Bitters
    0.1 cl Cinnamon (powdered)
  2. Fill mixing glass with ice and add 6 cl Calvados.
  3. Shake until the tin is frosted.
  4. Double-strain into a chilled martini glass.
  5. Garnish with a cinnamon stick and peeled ginger slice.

Every issue of The Main Course, ICE’s school newsletter, includes a glimpse at the life of students in ICE’s career-training programs. We’re sharing the interviews from the most recent issue here on DICED. Rebecca Blair Roth is a student in ICE’s newest program, Hospitality Management. You may have seen some of her blog posts about the program’s curriculum, field trips and instructors.

Rebecca Blair Roth
Hospitality Management
Originally from Long Island, New York, Rebecca Roth has already lived nine lives. After receiving her B.A. from Emerson College in 2000, Rebecca, a self-proclaimed “people person”, worked in publishing and law, lived in Belgium and the Netherlands and taught English in Slovakia. Her education at ICE complements her previous work experience as a hotel concierge at New York’s famed Algonquin Hotel and as a concierge for private clients. Rebecca, who also has a theater background, is open to a wide range of opportunities — from public relations to banquet catering to event planning. She is currently interning with William Curran at the Liberty Theater, a 24,000 square foot event space in Times Square.

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