Hannah Foley is the General Manager at the Holiday Inn Express in Minot, North Dakota. Hannah has worked in the industry for over 10 years, beginning as a waterpark attendant at the Sleep Inn & Suites, working her way up to her current role. 

We recently spoke to Hannah about her career path, her advice for those looking to get into the industry, into a leadership position, and how women and millennial candidates can advocate for themselves to get into leadership positions. 

What was your career path to get to your current role?

I started in the industry at 17 years old as a water park attendant at the Sleep Inn & Suites, where I worked in the arcade, performing general cleaning and chemical testing in the pool. From there I transferred into the lifeguard position, which had all the same responsibilities on top of lifeguarding the guests. One day our waterpark manager stopped showing up at work and I took it upon myself to ask the owner what his plan was to replace her position. I was 19 years old at the time and I offered to step into the position, knowing I would have to train whoever got hired anyways and he gave me the job! 

I was in that position until 2013, and then a lot of hotels began opening in Minot from the boom in the oil industry. I saw an ad in the local newspaper that there was a general manager position open for the Comfort Suites and I applied at just 20 years old. I created my first ever resume, I even put it on cardstock paper after watching Legally Blonde, and I mailed it to the company. I got hired on as an assistant general manager position and the owners decided to take on the general manager role themselves. I still took on most of the responsibilities a general manager would.

I had kept in contact with the team at Sleep Inn & Suites, and they had an opening back in the waterpark area which aligned more with the schedule I was looking to work, so in the summer of 2014, I returned. Within a few months, I was promoted to the front desk manager position due to my experience at the Comfort Suites. After managing the front desk for a while, I took over in 2015 as the assistant general manager at the Sleep Inn & Suites as well as the sales & marketing director for both the Sleep Inn & Suites and Mainstay Suites. The Mainstay Suites was located next door and was owned by the same company.

In June of 2016, I was promoted to the general manager position at the Sleep Inn & Suites. I looked over the Mainstay Suites during this time as well. Fast Forward to 2018, I decided I wanted to have a bit more work/life balance. Through the Minot Innkeepers Association, I’m the current President for, I found out there was an opening for the general manager position at the Holiday Inn Express & Suites and emailed the company of the property about the position. I interviewed a week later, and have been in this position for over 2 years now. I truly started from the bottom and now I’m here! I started in an entry-level role at the waterpark and I made my way up through all of the hard work, time, dedication, and working in different types of properties and amenities. 

Do you think you need a college degree to be successful in the hospitality industry?

I do not believe it is necessary to be able to grow throughout the industry and work in a leadership position. I’m a huge advocate of saying college is not necessary, because I don’t have a college degree, but I believe it is beneficial. There are times when a degree would have been helpful, especially when handling finances and budgets, but I would have also missed out on a ton of hands-on experience. I’ve been able to learn the finance and budgeting aspects throughout my experiences, so there are opportunities to gain experience in all facets while you are working.

College was not an affordable option for me when I graduated from high school, and our college here does not have a hospitality degree, so I weighed my options and decided to jump right into a career. I am considering pursuing a college degree now that I’ve gained more experience, because a lot of companies do look for some type of degree, but I think in our industry experience is key. What you learn in a classroom will be different from what you learn when directly interacting with guests and different situations.

What made you decide to get into the hospitality industry?

Getting into the hospitality industry gave me the opportunity to find a job with more hours and a better pay rate when I was 17. I was working at a clothing retailer part-time, but I knew I wanted to take on more responsibility and more hours, so when a position opened up at the waterpark in the Sleep Inn & Suites here in Minot I applied. They gave me as many hours as possible, considering I was still in high school with a higher pay rate and more growth opportunities. 

What makes the hospitality industry so special?

The fast-paced environment and that every day is different. Although we have the same job responsibilities each day, each interaction with a guest or team member or even unexpected circumstance will be different and that makes the hospitality industry have endless possibilities for growth and learning. 

If a team member wants to learn beyond their job duties, there are so many opportunities for them to cross-train and make themselves more versatile. I use my own story as an example, I took advantage of cross-training and was able to work my way into a general manager position from having started as a waterpark attendant quickly by telling my managers I wanted to learn more departments and skills. 

What would you say are the main responsibilities of a hotel general manager?

As the general manager, we are responsible for the overall success of the hotel, meeting or exceeding objectives and goals for revenue and profit, and ensuring guest satisfaction. We manage all areas of the hotel in accordance with brand standards. We oversee all aspects of the hotel operations including guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. Making sure that you have a team that is goal-oriented and wants to ensure the best and most memorable stay for each guest. At our property, we pride ourselves on recognizing repeat guests which creates a relationship for our team and that guest.

You have to be willing to help in every department of the hotel at all times. As a general manager, you should be familiar with every department and able to step in to keep things going.

What do you think made you stand out as a candidate to get to your current role?

My willingness to learn and put in the work to get everything done. I am thankful that being promoted internally for so much of my career, because they already knew my work ethic and drive and how I performed. I emphasize that I am good with constructive criticism. I would rather know if I’m not performing at the expected level and then create a plan to meet and exceed goals. I want the best for not only myself, but my team and the company, and it only benefits everyone to be open and honest. 

I show that I always want to learn more. I want to be versatile in each department of my hotel: the expectations when cleaning a room, how to cook breakfast, how to fold the fitted sheets, how to unclog a drain, and use the snowblower when winter comes to North Dakota!  

What skills make a great hospitality leader? which ones do you think helped you get to a general manager role?

You need to have the ability to take constructive criticism, especially from your team and your guests. It can be hard to hear certain feedback, but each person will provide a new perspective that can only better you as a manager and your property. 

Do not being afraid to grow and train your team. Managers can feel that if they instill too much knowledge in their team members, they could be replaced by them. Giving your team members the confidence and tools to succeed will make your team members empowered which will reflect on the guests’ experiences. 

Most importantly, leaders have to be team players. You have to set the example by working side by side with your team members as a front desk agent or helping to change pillowcases with your housekeeping staff. Now more than ever we need to show our team they can lean on us for any help they need. 

Would you suggest a hospitality professional look for internal promotions or external opportunities?

Both are great options, but it all depends on the person’s specific goals.

If your current company has an opportunity available for you to grow and learn more and continue down the career path you want, then internally is a great option. You have already put in the time and shown dedication, they already know your capabilities and it helps for a future external opportunity to show you have loyalty and you want to grow with a company long-term. If you are working in a line-level position, I believe it can be a better option to look for internal opportunities first.

If your company cannot offer you growth opportunities or a timeline that works for your career goals and development, then you will want to look into external opportunities that will help you continue to gain experiences and training. 

Did you have a mentor throughout your career?

In the beginning years of my career, I worked closely with our Area Director. He helped me understand what my management company wanted from my role and property. He was a great resource for me to reach out to with any questions I had. 

When I started my current role, I reached out to a general manager at another IHG property in town, to help me understand IHG, more of the hospitality industry, and our own community. With his guidance, I eventually took over as the president of the Minot Innkeepers Association and created a career path to meet my goals. 

Did you find that you needed to take any extra steps or promote yourself differently as a woman candidate for a leadership role?

I never faced discrimination as a woman candidate, however, I did for my age. I started out very young in the industry and worked hard to get promoted quickly throughout my career. I remember in 2016, I was 23 and became a general manager for the first time. I updated my LinkedIn job position and a local general manager, messaged me and asked if I really believed I could handle this new role. That message has stuck with me ever since. I knew that I was capable of performing the responsibilities of this role because I would never potentially hurt the business by taking a role I didn’t feel confident in and I let my work prove that I was capable of these responsibilities.

I try to share that story as much as I can with other hospitality professionals and my team because I want them to know that just because they are young, doesn’t mean they should be looked at differently as a candidate. They are just as capable of taking on more responsibilities or moving into a leadership position just as I did.

Although I haven’t personally experienced being discriminated against as a woman, I do know there are many women who have been looked over for leadership positions, or other positions due to their gender, which we’ve seen throughout history. Being a woman does not mean you cannot put in the same amount of work, time, or have the same skills as a male counterpart. Women, particularly young women, should never be afraid to tell their managers that they want to be trained for specific roles, or take on more responsibilities, or that they are interested in working in a leadership position. Never be afraid to tell someone, “Hey, I’d like to learn how to do this.”

How do you think the hospitality industry can recruit and advance more women candidates?

As an industry, we need to do a better job of sharing real-life stories of female leaders, women in maintenance positions, or even men in housekeeping positions. Women can do anything men can and vice versa. The more we normalize non-gender roles the more we can diversify positions and departments. At the end of the day, we are all working as a team to provide the best experience for each other and the guests. 

What is your best advice for someone looking to get into the hospitality industry?

Jump right in and learn as much as you can in every department of the property. Hospitality has many different aspects and opportunities, from working at the front desk to being in the kitchen, cleaning rooms, working in a restaurant or dining area, or in sales. Learn as much as you can, show your team you are willing to learn, then do it. 

What is your best advice for women looking to advance their careers in the hospitality industry?

Be confident in yourself as a candidate. Know that you are the ideal fit for that position and tell your peers and leaders that you want to grow and stay in the hospitality industry long-term. Don’t be afraid to ask for something and work hard to take it. 

Hannah’s background:

Hannah became affiliated with the hospitality industry in 2010 when she started working at the Sleep Inn & Suites. In 2013 she transitioned to Assistant General Manager of the Comfort Suites and was part of the opening team. In 2014 Hannah returned to the Sleep Inn & Suites as Waterpark Manager, moving to the Front Desk Manager position, later working in Sales & Marketing, and then became the General Manager in 2016. Two years later Hannah became the General Manager of the Holiday Inn Express in September 2018. Hannah is a proud mother to one daughter and enjoys rec volleyball, golfing, and spending time outdoors. Hannah stays active in her community as she volunteers with the Lunch Pals program through Companions for Children, teaches the 5-year-olds at her church, represents the Chamber through the Ambassadors Committee, and is the President of the Minot Innkeepers Association.