Being perfectly hospitable

Diffusing a hostile situation at the hotel check-in counter may not seem like much fun for most people, but it's something Hilton assistant manager Ben Schumacher thrives on.

Demand to speak to the manager at the Auckland viaduct Hilton and he's the person you're likely to meet.

"There is no greater satisfaction than encountering a guest issue or a disgruntled guest and being able to resolve that problem and put a smile on their face knowing that they're going to come back and stay with us again.

"However, some days are good and some are just the opposite. If you have difficult guests come through in a day, you can definitely feel it by the time you walk out that door."

Assistant managers at the Hilton earn between $36,000 and $42,000. Schumacher started his career with a three year course at the Pacific International Hotel Management School and in 2004 graduated with a Bachelor of Applied Hospitality and Tourism Management degree.

Pacific International is one of more than 250 schools offering hospitality courses to some 8,000 to 10,000 people a year yet the industry is still facing a shortage of people.

Schumacher's first job following graduation was a reception position at the Hilton and he has since been promoted to assistant manager.

The job also involves allocating rooms, balancing the registers at the end of the shifts and organising VIP stays.

Those confrontational situations are not entirely uncommon for people working in the hospitality industry, particularly with accommodation. It requires a certain type of person to deal with it.

"To a certain degree you've got to have that interest and that passion to really thrive in the industry. Consistency is one of the biggest attributes you need to have within yourself. To come in and smile for those eight hours that you're at work takes a lot."

Schumacher is a self confessed people-person.

"Without a doubt the most challenging part of the job is dealing with people and the most satisfying part of the job is dealing with people."

Schumacher is taking advantage of the Hilton's training and development programme and has already taken over a dozen courses in everything from management to complaint handling.

"I'm a firm believer that if you do your time then it's going to pay dividends in the long run."

Working for a large hotel also allows the 22-year-old some freedom.

"If there is a position which I really want and they can't provide it, they can speak with their colleagues in other countries, in other cities and see if there is something there."

Schumacher now has is eye on Dubai.

But Steve Hanrahan, chief executive of the Hospitality Standards Institute, says not all hospitality jobs offer such promise.

"There are around 17,000 businesses in hospitality. Over 90 per cent of those employ less than 20 staff. Often people don't see the career path within a small business unless they aspire to cafe ownership."

Flipping burgers at a fast food joint may not be the first thing that springs to mind when you think of hospitality, but the career includes quick service restaurants, commercial catering, accommodation, pubs, cafes, bars, restaurants and clubs. It employs some 117,000 workers nationwide and Hanrahan says you'll find the better career paths in major hotels, quick service restaurants or commercial catering.

Like most industries, hospitality is struggling to attract skilled workers. The industry is growing at three per cent and has a churn rate of 25 per cent. Hanrahan says they'll need an additional 100,000 staff between now and 2010. He says it's not a bad career with some managers and chefs earning more than $100,000.

"People who show a bit of aptitude and develop a good skill base can progress quickly in the industry into supervisory and management positions."

But across the hospitality industry, hourly rates generally range between minimum wage and $18 an hour.

Hanrahan says the industry is perfect for those with a creative bent who don't see themselves following an office based career path. It definitely appeals to younger people with around 70 per cent of those employed in the industry being under 30. It's now focusing on employing older workers.

"We need to look at how we can make ourselves attractive to mature workers. That may be by having more flexible shifts, shorter shifts, perhaps adjusting the work to be more appealing."

We might not see grandma behind the bar. But she might be ideal in many other roles.