Carmela Therese Anilao is an inspiration for students who aspire to work in the hospitality industry. As a BS International Hospitality Management graduate with specialization in Hotel Administration at Enderun Colleges, she shares her journey of becoming a young hotelier at one of the world’s finest hotel properties.
Carmela’s time as a student in Enderun helped her develop both personally and professionally. She used to work as a student assistant under her former professor, Mr. Paolo Reyes, who had a positive impact on her growth. Reyes mentored her throughout her early years in the hospitality industry. She chose a career in hospitality because she wanted to take care of and support people, as she is someone who values “acts of service.”
Carmela completed two local internships at Misibis Bay Resort in Albay and The Peninsula Manila in Makati. These internships provided her with a perspective on what kind of setting she wanted to work in the hospitality industry. She says, “Both internships definitely gave me a discovery on what kind of environment I wanted to work in. I wanted to be able to experience working in a resort and in a city hotel. Both properties were absolutely fun and challenging even if they were short-term internships. I definitely learned a lot about what I would like for my future in this industry.”
Her first job was concierge at The Ritz-Carlton, Half Moon Bay in California which is a golf resort on the coast side of the Bay Area. According to Carmela, “Enderun played a huge role in helping me secure my position in Half Moon Bay since a lot of J-1 interns had the opportunity to complete their internships at this property. When the pandemic hit, we were laid off for a couple of months but were eventually called back to work when the US was allowing mandatory travel. I was brought back to the property to do lateral service as a front desk agent and was later on promoted to a rooms controller.”
In 2020, she was offered a position as a concierge at The Ritz-Carlton Club & Residences in San Francisco, a city hotel located in Downtown San Francisco. She continuously remarks, “As a concierge in a large city, there are a multitude of restaurants to experience and recommend which can either be challenging or exciting. I have been with The Ritz-Carlton company for over three and a half years since I graduated back in 2019.”
Carmela recalls that when she was still taking up her bachelor’s degree, she had a clear vision of becoming a front desk agent at a luxury hotel. Although she was introverted during college, she recognized that this role may pose some challenges for someone with her personality. However, she remained optimistic and determined to overcome any obstacles that may come her way. “When I started working in the industry as a professional, it was everything I expected, with all ups and downs that eventually built the character that I aspired to have when I was younger.”
Working in the hospitality industry allows her to build relationships with guests that she takes care of. The best aspect of the industry, she shares, is welcoming back repeat guests. Carmela was able to achieve impressive 92 percent, 97 percent, and 100 percent ratings on Forbes Travel Guide Hotel Audits and aided in maintaining the five-star Forbes Travel Guide reputation of The Ritz-Carlton, Half Moon Bay.
“It’s heartwarming to welcome back guests when they return to the property. Through Marriott’s ‘Task Force,’ I had the opportunity to assist at The Ritz-Carlton Club, Lake Tahoe multiple times. Welcoming guests from The Ritz-Carlton Club & Residences, San Francisco to our property is always a pleasant experience, especially when they remember you from their previous visit. Working at multiple properties for short periods has allowed me to learn and make diverse connections in the industry. Contributing new ideas and integrating procedures between properties is enjoyable, and sending personalized amenities to guests based on their preferences is rewarding.”
Indeed, Carmela defines hospitality as taking care of guests like they are in your own home. She carries her Filipino hospitality values even in the United States and working for The Ritz-Carlton is an absolute privilege she is grateful for. She explains, “The company truly takes care of its employees and every day is an opportunity to provide the best hospitality service you can offer. It allows for so much growth, learning, and rewarding stories when you’re able to work for a luxurious company like The Ritz-Carlton.”
Carmela’s career journey is an inspiration to students who aspire to work in the hospitality industry. Her experiences in school and the industry helped her grow and become the hotelier that she is today. She encourages students to take every learning opportunity and to always carry with them the hospitality values that they were taught.
“The hospitality industry is not an easy industry. It takes a lot of mental, physical, and emotional strength to be able to keep up with the industry. I say this in a good way—as it definitely helped me grow professional and personally. These challenges and obstacles will only make you stronger with dedication and a positive outlook on why you chose the hospitality life. It’s always the rewarding moments & connections with guests that will keep you going and being able to overcome all the challenges you’ve faced. It’s never personal with guests, it’s part of the job. Being able to resolve a service incident and seeing the guest feeling engaged and pleased is what will keep you going. In the end, it’s a fun and exciting industry that will impart you growth and wisdom through the diverse experiences and connections you will make.”