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According to the world Travel & Tourism Council, the hospitality industry is currently one of the largest and fastest-growing industries worldwide, forecasted to support 328 million jobs by 2022, or 10% of the global workforce. It’s also a top ten industry in the U.S., providing one out of eight jobs and adding approximately 55,000 jobs per month in 2013.

It's an exciting time to be part of a fast-paced and evolving industry, as these four intrepid individuals know firsthand. Meet Flavio Yepo of Margaritaville, Alex Figueras of Valley Forge Casino Resort, Maria D. Echevarria of Mohegan Sun, and Janeth Martinez of Hershey Entertainment & Resorts, as they reveal why they love working in the hospitality industry.

One of the hallmarks of the hospitality industry is creating an experience for customers— giving them a getaway from the everyday. But for Margaritaville Hospitality Group associates, this "get away from it all" philosophy is more than just a saying— it's a way of life that stems from its founder, musician Jimmy Buffett, a self-described "pro fessional beach bum."

The Margaritaville brand is comprised of res - taurants, casinos, hotels, retail stores, consumer products, a national radio station on Sirius/XM, and vacation resorts. Since launching its first location in Key West in 1987, there are now more than 20 Margaritaville restaurants across the globe.

A large part of Flavio Yepo's job as general manager of the Destin, FL, Margaritaville locale is to maintain that atmosphere for guests. Yepo, who manages both the restaurant and retail operation of the Destin location, notes that creating a positive experience for guests has always been a big part of his life. "I grew up in the restaurant business. Initially my love of food attracted me to it," he says.

Even with some exposure to the restaurant business, Yepo initially chose a different educational path, enrolling in the University of Texas as finance major, which, he acknowledges, did help him professionally. "Business is about finance, so it put me ahead of the game," he says. "I learn ed the hospitality industry through work and about finance through school."

Yepo’s first job in the hospitality industry set a high standard. "I did an internship at Disney World in the food and beverage department," he says. His approach to that job helped to shape his outlook on the bigger professional picture.

That summer internship led to full-time employment. "I was there for two years,” says Yepo. “They were looking for managers and I worked as a guest services manager. That was the biggest thing I learned at Disney— to treat customers as guests. I've carried that mentality through my career."

Yepo started at Margaritaville in 2003, working as a server at its Orlando restaurant. Now, ten years later, he is general manager at his fifth location, in Destin, previously managing stores in Las Vegas, Hawaii, Orlando, and Glendale, CA.

"I moved through the ranks with hard work. I used my strengths and did what was asked of me," he says. As GM, he is responsible for overseeing the whole operation, not least of which, is the staff. "I wear many hats. I make sure the retail manager, executive chef, and assistant GM are doing their jobs and I do professional development with them,” says Yepo. “I'm also in charge of sales and our bottom line."

One of his favorite parts of his job can also be one of its biggest challenges. “In the restaurant business, not every day is the same day,” Yepo says. “I love working with people and meeting new people. My biggest enjoyment is when the people below me do well. But motivating people and finding unique ways to motivate can be a challenge.”

But motivated, hardworking associates can move through the ranks quickly in the hospitality field, as Yepo himself has done. It is a thriving industry—the Margaritaville brand, for example, adds an average of four restaurants a year.

Yepo has seen a lot of that growth in his time with the company. “When I started there were four restaurants—now there are 15,” he says. “The people and the culture are big reasons why I’ve stayed with the company. The culture starts with Jimmy Buffett, whom he has met on a few occasions, and spreads throughout the company.”

The amount of knowledge Yepo’s acquired at Margaritaville is more than many associates receive in a casual dining establishment. Besides the customer service and finance aspects of business, which can usually be taught, Yepo says that to be successful in the hospitality industry, associates should possess four important skills: “Common sense, adaptability, flexibility, and openmindedness,” he says. “I would absolutely encourage new graduates to enter this industry. I grew up in it and don’t see myself leaving it. You impact other people’s lives and make them feel good. But you do have to love the industry in order to be successful.”

One of the most attractive aspects of the hospitality/gaming industry is its versatility. Individuals in virtually every type of field can likely find a job opportunity in one of the many departments these facilities rely on to function and provide a meaningful experience for visitors. As VP of finance for Valley Forge Casino Resort in King of Prussia, PA, Alex Figueras calls on his background as an accountant to oversee the financial functions of the facility—no small task, considering the daily cash flow of the average casino.

Figueras, who emigrated to the U.S. from Havana, Cuba, with his parents, lived in Northeast Philadelphia for many years, but now calls Washington Township, NJ home. He attended Temple University, where he majored in accounting. Right after graduation, he started working for a major accounting firm, where he got his first exposure to the gaming industry.

“Resorts [Casino] in Atlantic City was a client, and I did everything for them, and learned a lot about the gaming industry because of that,” he says. Figueras worked for the accounting firm for 12 years, and was then offered an opportunity to work for Caesars in Atlantic City.

He recalls some early lessons he learned that he’s carried with him for many years, starting with his father. “First, work ethic. My parents are immigrants, and they instilled that in me—‘you got to work.’ My own father was a professional in Cuba—he was a veterinarian. Then when we moved to the States, he had to get re-certified. He’s now a retired vet, but later on he decided to go to law school and he’s now an attorney. So, growing up, education was always important. I always had chores and a good work ethic. My parents really instilled in me this sense of ‘do what you have to do to get what you want to get, but make sure you stop and smell the roses, too.’”

Once he entered the workforce Figueras saw firsthand the importance of mentoring. “I was fortunate to have a strong mentor who took me under his wing and helped me focus on the bigger picture,” he says. “Gaming is first and foremost a service industry, so I’ve learned a lot about being a leader and mentor to others.”

Figueras was one of the first employees hired for the Valley Forge Casino Resort in 2011, approximately a year before the facility opened. “I think I was the number two employee on the casino side,” he recalls. As VP, one of his first responsibilities was getting the financial team together, although, he says, every day brings something new. “On any given day, I end up wearing many hats,” he says, “but one of the good things about accounting is that you get to play in many departments’s sandboxes. For example, I might be meeting with the marketing department to talk about forecasting, or the IT department to talk about changes to those systems, or meeting with my own team, or meeting with our board of directors to talk about capital plans and the budgets. We also have a team of regulators that I work with—they give us the approvals to operate.”

Figueras also oversees the “cage operations,” or the financial transactions that take place on the floor. “They include the cashiers who cash out players, the credit department, the analysts who keep track of the winnings, and the accountants themselves.” There are approximately 80 people under his supervision, with seven direct reports.

“I enjoy the variety,” says Figueras. “I can go from analyzing to talking through strategy with different departments. There is a report card in every organization and the accounting department prepares that report card.” So much variety also results in a wide variety of challenges each day. “They can range from personnel issues to funding—there might be an unexpected maintenance problem, for example, so that’s an expense we’d have to take care of, then there’s planning through what can happen and forecasting, and helping each department create and meet realistic targets,” he explains. Another major challenge is following all of the gaming industry regulations and making sure the venue is in compliance.

For individuals looking to advance, Figueras stresses just how quickly associates can move up in the hospitality and gaming industry, and how strongly professional development is encouraged. “This industry has been known to take entry-level people up through executive management,” he says. “There are associates with all types of backgrounds who have moved through the ranks.”

No matter what area an associate works in, one of the most important skills they need is being comfortable with other people. “It’s customer service on every level. I think associates need to find a balance between knowing what you want to do but being able to take feedback,” he affirms. “And there are many opportunities to learn—people may not have the specific job skills, but if they have the right attitude, they can learn the skills they need to do their job well and be successful.”

Figueras recommends exploring careers in the hospitality/gaming industry, but advises that for gaming especially, there are more opportunities in certain parts of the country than in others. The northeast and southwest are especially vibrant, with a few other gaming operations popping up in other areas, so it’s important to research the geographic area before considering the industry.

Valley Forge Casino Resort may be on the smaller side compared to many other gaming venues, but Figueras says this permits associates to relate to customers on a more personal level, which is something that’s difficult for larger venues to achieve. “There are a lot of rewards,” says Figueras. “For example, some customers may want to go to the same cashier every time they’re here, so we get a lot of repeat business. We’re all in the service industry.”

Maria D. Echevarria loves her job and, more importantly, she loves her employer. A Latin American employee relations specialist at the Mohegan Sun Casino in Uncasville, CT, Echevarria credits her employer with helping her find a clear professional direction in human resources, which she says brings her tremendous fulfillment.

Echevarria was born in Penueles Barrio, Puerto Rico, and moved to the U.S. when she was eight years old. Now living in Norwich, CT, she had no clear direction when she graduated from high school. “I was going to community college and working at a sandwich shop. There wasn’t much in the area until the casino moved in. When it came here, it looked like there was a lot of opportunity, so I thought I’d apply and see what interested me. Working with people appealed to me,” she recalls.

Hired by Mohegan Sun as a cashier, Echevarria’s educational plans took a back seat. “I stopped going to school. I started at the casino as a cashier at age 21, and I also worked in the sandwich shop. So my schooling went to the wayside,” says Echevarria. “Now I want to go back to school. I’m in human resources and working with team members. I loved the floor, but I would love a degree in HR—that’s where I see my future.”

Echevarria moved up to supervisor after a year with the company, and then became shift manager. She started her job in human resources in September 2013. Her years on the floor taught her many important lessons. “I’ve learned to lead by example, follow through on what you say, treat customers and team members with respect, create a memorable experience, and treat all guests the same,” she says.

Echevarria uses many of these lessons in her current position, where she is a resource for Hispanic associates. Although she serves a different population now—fellow team members rather than guests— strong customer service and listening skills are still vital. “I take care of team members’s needs, clarify policies, direct them to resources, and am basically a support system. Translation is also a big part of my job, as I work with the Hispanic associates.”

One of her favorite parts of the job is helping others. “I enjoy the smiles and the ‘thank you’s’ the most,” she says. “Being bilingual, I find that many of the associates don’t know where to start, and I am that start for them. The company gave me my start, so I’m paying it forward and being there for them [the associates]. It’s very rewarding.”

Echevarria does get frustrated at times. “Some of the Hispanic team members don’t know what’s available, so they don’t reach out,” she says. “There can be a feeling of negativity sometimes, and there are those who don’t see the many opportunities available.”

She does what she can to change that perception and provide as much information and guidance as possible. “This is a career building company,” says Echevarria. “My managers have all been very visible, and have encouraged my advancement. They are so supportive— if there’s training you want to attend or a class you want to take, even if it’s after-hours or conflicts with your shift, they will rearrange your schedule if necessary. There is a lot of support at all levels here. They will help you pave the way if you want to reinvent yourself.” The company also offers tuition reimbursement, which is not offered everywhere, Echevarria points out.

Part of the appeal of the hospitality/gaming industry, Echevarria says, is that there really is something for everyone. Casinos, resorts, and hotels rely on a wide range of professions—from the behind-thescenes departments like maintenance, accounting, and human resources to more visible roles like front desk clerks, game dealers, and foodservice staff, and everything in between—so these establishments need a variety of individuals to run their operation. “If you have a degree in something and can’t find a job, come here—there is something for you,” she stresses. “In this industry, the most important skills you need to be successful are a desire to help others, which is key, good interpersonal skills, and good customer service. You should also smile, be positive, and be yourself—if you love what you do, that comes across. Build on your strengths, and shine where you shine.”

“I was born in Popayan, Cauca, Colombia. I come from a humble family—my father worked as an electronics technician and my mother has a lottery sales business,” notes Janeth Martinez , assistant executive steward with Hershey Lodge, one of three resorts under the Hershey Resorts Division of Hershey Entertainment & Resorts. “I went to a private school and paid for my own college education in Colombia. My major was business administration with a minor in quality control.”

Martinez came to work for Hershey Entertainment & Resorts, located in Hershey, PA—the town “built on chocolate—through a friend’s recommendation, and began working in the stewarding department as a function runner in October 2004. She was promoted to group leader in 2007, and to her current position as assistant executive steward in 2010, where she oversees and manages kitchen steward employees.

“I supervise 42 employees in three working shifts,” explains Martinez. “I am responsible for their performance, attendance, and welfare, including payroll and discipline. I am also responsible for the logistics of every function (banquets, conferences) at the Hershey Lodge.”

Martinez ensures proper maintenance and and cleanliness of all food and beverage areas of the operation at Hershey Lodge. She handles inventory costs to meet department forecasts, liaisons with the executive chef, guests, employees, and other departments to ensure all requests are being fulfilled, and she establishes employee relations, communication, and team building projects. Additional job responsibliities include assisting with the management of daily maintenance programs for cleanliness in the kitchens and the employee cafeteria, as well as the maintenance of all china, glassware, silverware, and other food and beverage equipment inventories.

A job with varied responsibilities requires constant attention. Martinez’s favorite part of her job is “getting involved with the people, and executing successful functions and activities.”

Although she’s worked hard to learn English, her second language, she admits the language is a challenge. “I came to the U.S. as an adult and it is not easy to become fluent as an adult,” says Martinez.

Hershey Entertainment & Resorts recruitment efforts include a Hospitality Internship program, Culinary Program, and J-1 Work & Travel Program. Additional efforts include participation in job fairs at colleges, high schools, and community organizations; social media efforts, including Twitter and LinkedIn; Internet sites including Monster.com, Indeed.com, and America’s Job Exchange; and radio and newspaper advertising.

The company believes that a broad range of backgrounds, experience, and perspectives gives Hershey Entertainment & Resorts an advantage in understanding and meeting the needs of its guests. Hershey Entertainment & Resorts is a very diverse work place, acknowledges Martinez. “I see employees from every corner of the world working here, from Russia, the Philippines, China, and the Caribbean,” she says.

Employee Resource Groups at Hershey Entertainment & Resorts connect employee partners so that they may collaborate and address specific business needs. These groups give employees an opportunity to be heard, and promote the power of diverse thinking to influence corporate culture. These groups include: Workforce Inclusion Committee, a cross functional resource group that provides guidance and recommendations to inclusion strategies with a focus on the Employee Life Cycle; Women In Leadership, formed in 2002, which brings together strong female leaders to collectively engage in enhancing strength and influence in driving results for the company; and Success- Abilities Committee, formed in 2013, to drive programs to support education and awareness with the goal of positively impacting the Employee Life Cycle of persons who are differently abled (as opposed to disabled).