A new COO at hospitality group

HEATHER SINGLETON was recently promoted to chief operating officer of the Rhode Island Hospitality Association and the Rhode Island Hospitality Education Foundation. She has been with both organizations for the past 18 years, recently serving as senior vice president of RIHEF. In addition to her responsibilities at RIHA and RIHEF, Singleton is a member of the National Restaurant Association Certification Governing Board and the Providence Cranston Workforce Investment Board of Directors. She holds a B.S. in international business and an MBA from Johnson & Wales University. Singleton is also a graduate of the Institute of Organizational Management program.

What are some tips you have for managers in the hospitality and tourism industries?

Our workforce is changing, and today’s managers need to embrace this change. The hospitality industry is often where a young adult will earn their very first job. These brand-new employees are members of Generation Z, and they do not know a world without Internet service, cellphones or iPods. They are our current workforce and the future of our hospitality industry, so today’s managers need to embrace them, support them and follow their creative entrepreneurship spirit.

Could you discuss the “Moments of Truth” conference?

- Advertisement -

A New England trade association was hosting their annual conference in Providence, and they were looking for a breakout session with a focus on customer service. We were able to customize a training session for them. “Moments of Truth” dates back to the early 1930s, and it describes the critical moment that someone’s character or skill is put to the test. Our training covers a variety of critical moments between a company’s employee representative and a customer throughout the communication pipeline.

What do you find most rewarding about working in this industry?

Hospitality is an industry of opportunity that is a true representation of the American dream. There are very few barriers to employment and an enormous amount of career pathways for a workforce that has a passion to serve others. •

No posts to display