News Article

Attitude is everything: from graduation to management in under a year


4/3/2009 2:22:59 PM


Terri Rowsell says her two instructors June Hynes and Donna Pippy were excellent examples of professionalism and were always there to lend a helping hand. From left, June Hynes, Terri Rowsell and Donna Pippy.

Terri Rowsell does nothing half way.

In fact, the newly graduated 21-year-old Hospitality Tourism Management student was hired by The Nomad Inn in Fort McMurray within a week of applying there in June 2008; she was named Employee of the Month within two months and promoted three months later to Guest Services Supervisor. And just last month, the Nomad Inn employee was again promoted – to Guest Services Manager.

General Manager Mike Harlick says he could see the quality in Terri from the get-go.

“Terri Rowsell is an excellent employee and management candidate,” says Harlick. “She has always been willing and able to take on new tasks and responsibilities without any resistance. If her already fantastic attitude continues, I believe she will be very successful in her professional future.”

There were two pivotal points that helped form Terri’s outstanding work ethic and attitude. The first came just after finishing high school.

“After I graduated from high school (in 2005) I wasn’t sure what I wanted to do with my life… I never felt like I was ready to go to university and I didn’t (want) to spend half of my life in a program that didn’t really fit what I wanted to do,” Terri says.

“While I was trying to figure that out, I became a part of a student work program and was placed in the Jack Ward General Store Heritage Centre as a tour guide. That summer pretty much changed my life; I enjoyed every aspect of the tourism industry, from giving guided tours of the building to sitting down and just talking to the tourists, finding out why they decided to visit my small hometown. I became eager to learn more of what seemed like a boring industry at first to me… it turned into something I knew I was going to spend the rest of my life doing.”

She had heard of the Hospitality Tourism Management program at College of the North Atlantic (CNA) in Stephenville and decided to pursue studies there (the program is also offered at CNA’s Prince Philip Drive campus). It was her first post-secondary experience.

“It wasn’t at all what I expected… it was much more. I didn’t expect to find so many good friends and to make as many memories as I did,” shares Terri.

“I heard that the program was very good but I learned so much more than I thought I was going to.”

The experience became the other pivotal point in her life. Terri learned things that created a foundation upon which she built her work ethic.

“There are three main things that I will never forget and use on an everyday basis. First, organization is key in every business. However, in the tourism industry, you constantly have to multitask and sometimes it can get very busy (especially in the accommodation sector that I work in); staying on top of things and being organized helps everything run smoothly and lets you enjoy doing your job,” says Terri.

“Planning ahead and time management is another important aspect to the tourism industry at times when you know it may get overwhelming and busy; planning ahead and working together as a team will make things run smoothly.”

The last thing, she says is the most important… and one practice she will never forget.

“Be gracious,” she says.

“You cannot please everyone and everything cannot be done in one day. Sometimes you do get that one person that can break you down and make you want to give up. However, like I have always been told by a great instructor of mine in the program, ‘be gracious until your teeth ache,’ and believe me, you’ll be able to get through.”

Tourism and Hospitality Management instructor Donna Pippy remembers Terri well and says she was a role model for her fellow students.

“Terri was a very mature student who set high personal standards that resulted in academic excellence and professional success. She was always punctual, had excellent attendance, worked well independently, and developed strong training and coaching skills. Terri possessed outstanding interpersonal and customer service skills, and consistently displayed strong organizational and leadership abilities,” says Pippy.

Terri not only excelled in her program, but she used her leadership skills for several volunteer activities.

“Terri provided leadership in the Tourism Student Association, first serving as Co-treasurer in her first year of study and then holding the position of President, co-ordinating all fundraising projects and activities for the students in the program. She was one of the Student Organizing Team for the class field trip and a member of the organizing committee that received the IMAGE award at Bay St. George campus – presented to the students of a program for ‘proven commitment to program excellence.’ And in her last semester, Terri was recognized as Student of the Year for the campus,” says Pippy.

“Terri also served as a Residence Assistant during 2007-2008 and was an active volunteer on the Orientation and Registration Committee at the campus during this time. She was a very outgoing individual and always first to volunteer anytime a request for volunteers was made. If Terri volunteered and undertook any task, you knew the task would be completed.”

Terri used her newfound skills and trademark determination to land a job right after graduation. She had a specific job in mind thanks to a hands-on component of the program.

“During my program between the second and forth semesters, I had to do a six-week work placement at an establishment of my choice. I decided to see if I could get a job working the front desk at a hotel – I have always wanted to try it but wasn’t sure if I would be good at it. I figured a work placement would be a perfect opportunity to learn so I was placed at the Baie Vista Inn in Baie Verte, where I worked the front desk and also bartended.”

She says from then on, she knew that’s what she wanted and dreamed of one day becoming General Manager of a hotel. With this recent promotion, she has the opportunity to mentor with Harlick to learn more about the role.

“I absolutely love my job!” says Terri, about her new position at The Nomad Inn.

“I am expected to hire, fire, discipline and reward employees when needed. I deal with guest concerns including rates, complaints and suggestions, and I help the General Manager when needed. It gives me more authority… I'm really excited about this promotion!”

It is Terri’s hope to one day return to Newfoundland and be General Manager of a hotel herself. She thinks back to the Hospitality Tourism Management program and her time in Stephenville; she credits the knowledge and skills attained there for giving her the life she wanted.

“I gained so much from this program including a lot of maturity and knowledge that is helping me in my career today, and will well into the future. I recommend for anyone who has any interest in making the tourism and hospitality industry their career choice to begin with this program,” says Terri.

“I enjoyed my two years in college more than words can ever express; it has by far been the best years of my life and something I will never forget.”

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Media contact:

Tanya Alexander
Public Information Officer
College of the North Atlantic
(709) 643-7928

Tanya.alexander@cna.nl.ca