Hi! I’m Jac Gray, a distance learner pursuing my Master of Science in Hospitality Management from Florida International University. That means I will complete my degree entirely online, while I work full-time in the collegiate hospitality industry at California State University, Bakersfield. There, I lead student-focused dining operations, shape guest experiences, and help foster connection through food and service. Though I’ve spent my entire life in California and Arizona, I had my first taste of international travel two summers ago in Vancouver, Canada. Now, I’m taking a major step outside my comfort zone by heading to London without any friends or family, and I couldn’t be more excited.
Hospitality has always captivated me because of its quiet power to make people feel like they belong. Whether I’m greeting a student at our campus Starbucks or leading a team meeting, I approach my work with a people-first mindset rooted in empathy and care. I’m driven by a genuine desire to uplift others and create environments where everyone feels valued. Curiosity fuels my professional growth, and I consider myself a lifelong learner, constantly seeking to understand the “why” behind service behaviors and cultural expectations. I thrive in collaborative spaces, where diverse voices come together, and I aim to lead by example with enthusiasm, energy, and a steady commitment to building others up.
Those values are what drew me to this program in the first place. Studying guest expectations in a global context feels like the natural next step in my personal and professional growth. London, with its centuries-old hospitality traditions, multicultural communities, and thriving service environments, offers the perfect backdrop to challenge my assumptions and stretch my understanding of what hospitality can look and feel like around the world.
Heading into the trip, I expect London’s hospitality culture to be polished and efficient, maybe more formal than the laid-back “hey, how ya doing dude?” vibe I’m used to in the States, especially in California. I’m curious to explore how British service professionals balance warmth and professionalism, especially in high-traffic areas like train stations, cafés, and pubs. I’ve also heard that British culture leans more reserved than expressive, so I’m intrigued to see how that plays out in service interactions and guest communication. Will a warm welcome still feel warm even if it’s a bit more understated? How do cultural expectations influence the way guests are cared for? Will I be self-aware of how I am being? I tend to be loud and chipper.
Throughout this journey, I hope to reflect and reinforce my personal brand: people-first hospitality rooted in inclusion, curiosity, and kindness. I want to bring humor, heart, and honesty to the stories I share—whether through vlogging, blog posts, or casual reflections. For me, this isn’t just about documenting what I see. It’s about asking questions, noticing small details, and sharing the moments that reveal something deeper about culture, service, and human connection.
By the end of this experience, I hope to accomplish three things:
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Gain a deeper understanding of global guest expectations and how cultural context informs service delivery.
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Grow more confident in navigating unfamiliar environments, both socially and professionally: building a stronger sense of self-trust and adaptability.
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Strengthen my leadership style by observing how different cultures approach teamwork, communication, and service excellence—lessons I can carry forward into future roles in hospitality and higher education.
This program is more than just a class—it’s a rare opportunity to expand my worldview, sharpen my skills, and bring home a richer, more nuanced understanding of what hospitality truly means across cultures. And I plan to savor every moment—one story, one smile, and one scone at a time.