Associate Spotlight: Paulette Wallace-Jones
Here at Musselman Hotels we’re starting a new series where we will feature some of our top associates from each of our properties. We recently sat down and talked with Paulette Wallace-Jones, a Banquet Captain at our Westin Richmond property.
Tell us a little about yourself… Where are you from? What do you like to do outside work? How did you end up in the Hospitality industry? When did you join the Westin team? Etc..
I am from Richmond VA. When not working, most of my time is spent with my family and in-laws. I probably spend too much time watching the home-shopping networks (HSN & QVC). I started in the hospitality industry through a temporary agency and liked it, so I decided to get an Associates Degree with every intention to concentrate on my own catering business. I joined the Westin one month after the opening of the hotel and have been here ever since.
What was your background (School and/or Work) or experience before joining Musselman Hotels at the Westin Richmond?
I completed my Associates Degree in Hospitality Management with a concentration in Dietetics from J. Sergeant Reynolds in 1988. I had planned to go back to get my Bachelors in Nutrition to become a Registered Dietitian. I have completed internships at Richmond Marriott and Masonic Home of VA. I also worked as manager for Henrico School System feeding from 400-2000 kids and staff daily. That was a good training experience.
Did you know anything about hotels and the hospitality industry before starting with us?
Yes, I started in the industry in the mid-80’s at Jefferson Hotel. Later, I worked for the Omni Richmond and the Richmond Hyatt which became a Sheraton.
So what was the learning curve like and how is Musselman Hotels different from other places and/or hotels you have worked in?
Since I’ve been at this property, I have learned to prepare days before an event. Most places you come in early and set up on the day of. Planning is the key to success.
Have you received any awards/recognition since joining the company? If so what did that mean for you?
I received Associate of the Quarter this quarter, which was the second time I have been awarded that since I have been here.
What types of support do you receive from management and other team members?
Our Banquet Manager is hands on and helps with everything. My previous managers, not so much. We were on our own for set-up and service.
How have your duties changed over time?
I started as a banquet server, then later, was promoted to banquet captain.
What is the most interesting challenge you have been faced with at the Westin and how did you handle it?
A couple of incidents in when a guest gets intoxicated and misplace their property (in one case, sunglasses, another was some type of tablet) and accuse the servers. In both cases, a family member had secured the property all along. For those instances, the MOD had to get involved.
What is your favorite thing about your position?
Different guests and events every day. And it is nice to see our repeat business too.
What is your favorite thing to do outside of work?
Visiting the beach in Emerald Isle, NC, and cooking home style meals. My husband calls me a food snob when visiting restaurants.
If you had to choose one motto and/or saying you live by, what would it be?
“When a person shows you who they are, believe them.” –Maya Angelou
In other words, I’m big on first impressions.
Where do you see yourself in 5 years?
Most likely still in the hospitality industry.