The Language of Hospitality

July 12, 2024

As Eurest’s SVP of Guest Experience Michael Fiato often says, “hospitality is who you are, not what you do.”

For Emma Figueroa, a 2024 graduate of Eurest’s Global University for Lifelong (GULL) program, this couldn’t ring more true. GULL is a 16-week education and development program that helps prepare hourly associates for salaried managerial roles and paving the way for career growth opportunities.

Emma joined Eurest nearly nine years ago, starting as a dishwasher and now a supervisor based out of Las Piedras, Puerto Rico. A native Puerto Rican, Emma grew up in Connecticut and returned to Puerto Rico as she got married and started a family.

“I knew I didn’t want to stay a dishwasher, but I never imagined where I’d be now,” says Emma.

Emma is regarded by everyone for her ability to connect with others. Her warm personality is immediately comforting and her passion for helping others is always on display.

As the supervisor of a marketplace frequented by international clients, Emma regularly interacts with guests from across the globe.

Ahead of graduation, Emma focused her capstone project, completing her GULL coursework  on what she does best: creating the most positive guest experience. She applied her passion for front of house service, dedicating time to learning new native languages of some of her most frequent international and local guests, including Chinese Mandarin and American Sign Language, to better communicate with them and meet their needs. She sought out specific lessons that could immediately apply to the job, including assisting those guests with ordering and checking out.

“I always try to learn new vocabulary and phrases to share with my guests at each visit. I listen and create a moment just for them,” explains Emma. “You see it on their face, when you’re able to help them out.”

As a native Spanish speaker and fluent English speaker, Emma works to be a resource for everyone  that comes through the marketplace.

“There are some people who seek me out as a way to practice their English,” shares Emma.

Emma is continuing her language education, recently enrolling in the PanAmerican Language School in Puerto Rico.

Her advice to anyone is a lesson in the importance of continuous learning, “When you have a free moment – and there’s always some time – pick up information from someone around you who knows more.”

For more on Eurest’s Global University for Lifelong Learning program, watch here