A Day in Hotel & Lodging with Emily Lumsden

A Career That Makes You Feel Seen

Emily Lumsden’s hospitality career was launched by a visit to a Majors Fair at Grand Valley State University.

“I was genuinely so nervous because I didn't know where my career was going to start,” she recalls. I didn't know what my college career was going to look like. And so I wanted to attend that fair to see what was out there, to see what I could possibly be interested in because I kept bouncing around between ideas.”

What she found was a major that would boost her confidence while exposing her to a world of virtually unlimited possibilities: Hospitality and Tourism Management.

Emily had thought about a hospitality career, “but I just didn’t know where to start.” She also questioned if her personality was suited for the industry. “At that time, I was a little more introverted,” something the immersive classes at GVSU helped her overcome. “My personality truly blossomed, and I became the bubbly self I am now,” she says.

A series of college jobs also helped on that front. Emily worked as a front desk assistant and central housing clerical aide at GVSU before getting a job as a front desk assistant at downtown GR’s Canopy by Hilton Hotel.

The front desk jobs “allowed me to talk with so many different people and learn how to communicate with them at a more personal level and to just actually make them feel seen, like how I felt seen the first time I was introduced to hospitality,” she says. “The front desk is that first point of contact (and) I learned to look people in the eye to make sure that they are being heard.”

Connections Advance Careers

Emily says being able to connect with people was critical to her job performance and advancement.

“A lot of what you can get (in this industry) is from your connections. The experiences, the internships, the jobs, the careers, everything.”  All of her jobs were obtained through word of mouth and knowing the right people. “Being involved in events in Grand Rapids and being involved in other things within your workplace is definitely huge. You can meet so many new people and you never know who you're going to end up meeting that may potentially be your next employer or even a good friend to lean back on to help with career goals and things like that.”

She worked her way up to become a sales and event coordinator at Canopy. “(It) was working all the nights and weekends and being that on-site contact for this crazy busy hotel. (It) was so much fun and such a wonderful experience because I was able to get so many different contacts with this job.”

She left the Canopy for a sales manager position at Hampton Inn & Suites Grand Rapids Downtown, working alongside the director of sales to book corporate meetings, weddings, social groups, sports teams and the like. That positioned her to take on her current role as director of sales at Country Inn & Suites East Beltline.

“I love where I'm at,” she enthuses. “This is a great job. And I have progressed very quickly, more so for my age. You typically don't see a lot of directors of sales at my age. But I was constantly working to get more contacts, get more experience. I worked hard for it, and I'm glad to be where I'm at now. It’s so good.”

What Does a Hotel Sales Director Do?

“I am prospecting new clients. I am always trying,” says Emily. “I have a list of companies each week that I am actively prospecting for somebody new or somebody that has stayed with us before. So I'm constantly looking at those companies. I also work with all of the SMERF groups, too.” (SMERF stands for Social, Military, Educational, Religious and Fraternal). “I follow up with them or try to find out certain events that are going on in the area and see if they need hotel accommodations.

“If somebody’s coming in for what we call a site tour, I get a couple of rooms ready for them so that they can see the amenities in those rooms and then I show them around the entire property – the main breakfast areas, all of our pool and the recreational areas. I answer any questions that they have right on the spot. Sometimes I even get a contract ready for them at that site tour. So I definitely am a very personable tour guide because I love being able to have people come in and see the hotel.

“I'm also in charge of all of our meeting room schedules. I make sure our schedules are up to date, and everybody is prepared for the groups that I have coming in. (I’m) maintaining the relationships with our current clients as well. I kind of do a little bit of everything, to be honest, because our hotel is a little bit on the smaller side. So I'm helping out in a lot of different areas.”

When asked what she wants others to know about the hospitality and tourism industry, Emily says, “How fun and exciting and unique it is! I cannot express enough how much I love it and how it excites me every day.”

It’s no exaggeration to say that Emily might not be the person she is today if she hadn’t embarked on a hospitality career. Hospitality and tourism are people-first industries where feeling seen can spark interest, boost confidence, accelerate growth and unlock leadership potential. Education paired with real-world experience can be your path to lasting career mobility!