Eric Mak: Hotel and Restaurant Management Program

Eric Mak is in the business of providing memorable experiences.

Whether it's making sure the conference room is booked or arranging for an executive to work in a little skiing or kayaking during their business trip, he knows that if he gets the little things right, his guests will keep coming back.

"Our product is intangible," says Mak. "What our guests leave with is an experience. We're in the business of delivering great experiences."

Experience is the biggest part of Mak's job as Corporate Sales Manager for the Renaissance Vancouver Hotel Harbourside. Responsible for both the hotel's corporate group and transient markets, he's dealing with the new and the different on a daily basis.

"In this industry, it's 80 per cent experience and that's what makes the industry so dynamic and unique from any other," says Mak. "I have an excellent foundation that helps me meet that daily challenge."

Mak started building that foundation six years ago when he entered the Hotel and Restaurant Management Program (HORM) at Douglas College. Born and raised in Vancouver, the Steveston Senior Secondary School graduate initially studied economics at university. But he switched to HORM because of smaller class-sizes and the program's balance between in-class education and hands-on experience.

The two-year program is designed to give people new to the industry a broad background in the marketing and management issues associated with lodging and restaurant operations. For more experienced students, it offers an opportunity to put marketing and management theory into practice.

Mak was soon digesting information on issues like Employment Standards, financial statements, marketing mix and much more.

"It's very close to a reality TV show," says Mak.

"Your hands-on experience includes everything from making Martinis -  in Food and Beverage class to calculating RevPAR (Revenue per available room) in accounting class.

"A part of the program gives you the opportunity to own and operate a hotel and restaurant through an advanced computer simulation. You have to work out the complete operational details, from all the room costs, marketing plans and what competition you're up against."

The hard work and the intense industry focus made the 80 students in Mak's class a close-knit group. They forged friendships that have lasted to this day.

"I run into my classmates in the industry all the time," says Mak. "You really get to know your fellow students and how they work."

Helping Mak and his classmates along were the instructors, who gave them individual attention and the benefit of their professional experience.

"(Instructors) Mark Elliot and Steve Rowe are fantastic," he says. "They have extensive industry experience and industry contacts. They're one of the big reasons I chose HORM and why I am an active member of the HORM program's advisory committee."

Graduating in 2001, Mak continued to build on the foundation laid in HORM. After various management positions in operations and sales in different hotel chains, he joined the sales team at the Renaissance in the Fall of 2005.

Now, he's paying attention to the little details and, as always, it's paying off.

"It's fantastic working here -- the people are great and the industry is great," says Mak.

"The Renaissance appeals to the demands and values of an emerging market of enjoyment travelers. The customers we cater to are looking for something different. Our customers know they can count our personalized service, and associates that are delighted to serve. Every experience is different and unique. The usual? No thank you. Not this time. That's why they come to our hotel."

For more information on the Hotel and Restaurant Management Program, attend a free Information Session.

Hotel and Restaurant Management Program