Published July 23, 2024

Earlier this month I took a cross-country road trip. Along the many miles, I couldn't help but remember my time working at a lakeside resort in my hometown. For several years I worked in guest services, primarily as bell staff and a front desk agent. As I thought about my summers working in guest services, I was reminded of two training principles that guided my every interaction with guests.

First, we were always tasked with "finding the yes" with the guest. No request was too large or too extraordinary to entirely refuse; I always found a way to make their stay exceptional. The guest doesn't need to know the details about how I accomplished what I did. Yet, if done right, I knew that they would remember what I did and how I made them feel during their stay because I found a way to say "yes" for them.

Second, and most importantly, anticipate the guests' needs. For example, if a family with a toddler was checking in, I'd offer a crib to be delivered to their room. If they were checking in around dinnertime, I would offer a few on-site and local restaurants to consider dining at. You get the point: my job was to think about the guest's journey during their stay and meet their needs before they even realize they have a need.

Both of these principles translated perfectly when I moved into higher education. Whether we are interacting with our senior leaders, trustees, students, parents, or other colleagues, executive assistants are poised to find the yes and to anticipate the needs of those around them. They are equipped with a toolbox of skills and treasures to ensure they can provide excellent service with every encounter. Professionals who support higher education's leaders are the bell staff equivalent on our campuses, ready to proactively ensure the success of those they serve.

Many of us find our way into these roles through a variety of former career experiences. Mine happens to be hospitality. As a result, our toolboxes are full and growing each day. These toolboxes are what make an organization like NAPAHE so valuable. What's in your toolbox that you could lend to somebody else? What surprising skill from a former career were you able to pull out at just the right moment?  How can you help expand the toolbox of your colleagues? I encourage you to consider these questions as we prepare for the upcoming Annual National Conference & Business Meeting in January. Perhaps you will even consider sharing part of your toolbox as a presenter for a breakout session. More information about getting involved will be available soon. At the very least, I invite you to mark your calendars for January 23-25, 2025. We hope to see you there!

In the meantime, enjoy the rest of your summer! I wish you all the very best as we gear up for a new academic year. As always, please reach out if NAPAHE can support you in any way.

Sincerely,

Stuart Schmidt
NAPAHE Executive Director

Sunshine and Innovation

Two years into her role, Janel relishes the opportunity to do things differently and better every day. As you might imagine, it can be challenging when she comes up against old processes and systems, but she responds to colleagues’ reluctance by modeling a can-do attitude and a sunny disposition. Her biggest fans include the Chief of Staff and work-study student, who commend her for always having a smile on her face and describe her as a "'ray of sunshine' whose positive demeanor lifts the mood of those around her."

Janel's path to her current role began at Palo Alto College, a Hispanic-Serving Institution (HSI) located on the south side of San Antonio. A former colleague who recognized her potential recommended her for the job at Texas A&M. Her experience within the Alamo Colleges District made her a prime candidate for the position. 

The selection process was quite comprehensive, including three Zoom interviews, two in-person interviews with a committee, and several meetings with the Office of the President team and the Chief of Staff. After three months of such assessments, she started her job during a presidential transition.

Like many NAPAHE members, Janel’s responsibilities are broad. She manages the president's calendar, oversees office operations, plans events, makes travel arrangements, and processes reimbursements. Every morning, she does a “standing, not sitting” check-in with her team of three, and this helps with clarity and prioritization before anything is brought to the Chief of Staff. 

Janel says there is no “typical day” in her office, but there are a few tools she uses daily: OneNote for task management, Teams for communication, and Outlook for emails and scheduling. 

Last summer, Janel initiated monthly meetings with administrative support personnel, and a conversation about professional development led her to NAPAHE. She was delighted when her proposal secured funding for her institution’s NAPAHE membership. She believes NAPAHE is helping her grow professionally, especially through the eRoundtable discussions, newsletters, and networking opportunities at conferences.

Janel finds immense joy in supporting and helping others, and she thrives in the dynamic environment her job offers. Common questions from her boss include, "What do I have going on for today?" and "What’s next?" Janel makes sure she always has the answers.

Janel's Quick Takes