This past summer, senior hospitality business management major Brianna Zoltanski had the opportunity to work at the Hyatt Regency Chesapeake Bay in Maryland as a corporate front office intern.

One of the biggest perks? Zoltanski lived at the hotel during her internship. 

“It was my shortest commute to work yet,” she said. “It was an elevator ride down two floors.”

Zoltanski role involved working the front desk, checking guests in and completing various reports and reservation updates day to day. She also worked as the lobby manager at the same time, allowing for guest interactions and making connections with others. 

“My passion for hospitality was dwindling last year until recruiters from Hyatt came and spoke in one of my classes,” said Zoltanski. “The way they spoke not only about hospitality but also about company culture reignited my passion.”

For Zoltanski, this internship was a way to explore a new side of hospitality. 

“This summer was a trial for me; I was testing my interest in the hotel side of the hospitality industry and it allowed me to live somewhere I had never been before for an entire summer,” she said. “My previous experience in the industry has been mainly focused on food and beverage. Hospitality at its core is all about fostering connections with guests to curate better experiences during their stay.”

While working at the Hyatt, Zoltanski said she spent time with her managers and learned how to become a leader in a professional setting, as well as when to rely on a team. 

“The most challenging part of my internship was learning how to ask for help,” Zoltanski said. “I am the sort of person who likes to do everything on my own, but with being in a new environment I needed guidance. For the first time in my life, I had to learn it was okay and necessary to ask for help.” 

Zoltanski shared that one of her favorite moments from her internship was when she was able to help an older gentleman who was unhappy with the view from their room and had been moved twice so far.

“He explained to me that the reason he wanted a room with a view of the water was for his grandson who has autism,” Zoltanski said. “He began telling me how his grandson had been nonverbal for a while so he couldn’t enjoy the usual childish delights of family vacation. His favorite part was looking out at the water and seeing the boats and the cars on the bridge. When I heard this, I immediately took him to see the rooms before we went forward with the switch once more.”

Taking the extra time to ensure the guest’s comfort was more than a professional courtesy, as Zoltanski had a personal connection to his situation. 

“This was such a special experience for me because I have a cousin who is also on the spectrum and has come a long way over the years,” she said. “I assured the guest that even though the room was on the lobby level, the doors to the hall would close and nights would be quiet so his grandson wouldn’t have sensory overload with all the noise. He thanked me and was so grateful I thought to reassure him of that.”

“Throughout the rest of their stay, the whole family stopped by to say hello and would wave as they passed by my desk,” she continued. “The best moment was when the guest I helped introduced me to his grandson and he waved at me! The family explained that waving was a new stride he had made in his development, so it was truly a special moment to be a part of.”

This interaction and Zoltanski’s internship as a whole made a lasting impression on her career goals in the hospitality industry. 

“Hospitality is about caring for people and creating lasting memories from the small and impactful moments,” she said.