My name is Nicole Centeno, and I am a freshman at FIU majoring in nursing with a minor in hospitality studies. I chose to pursue a minor in hospitality because I have always been interested in the service side of industries that focus on people and experiences. Even though my main academic focus is in nursing, I believe the skills learned through hospitality, such as communication, empathy, and service—are valuable in any career that involves caring for others.
The main reason I chose this FIU Study Abroad program was the location. The Caribbean is known for its beautiful resorts and strong tourism industry, and the opportunity to visit and learn directly from a well-known resort brand was very appealing to me. At the same time, this program gave me the chance to step outside of my comfort zone and experience studying abroad for the first time. I had never participated in a study abroad program before, so I saw this as an opportunity to broaden my horizons, experience a new culture, and learn in a completely different environment outside of a traditional classroom.
During this trip, I hope to learn more about customer service and experience management, especially in a luxury resort setting. Resorts like Beaches focus heavily on creating memorable experiences for guests, and I am interested in understanding how they train their staff and design their services to achieve that. I want to observe how employees interact with guests, how different departments work together, and what strategies are used to maintain high levels of guest satisfaction. Even though I am studying nursing, these skills are extremely transferable. In healthcare, patient experience is just as important as guest experience in hospitality, so learning how to effectively communicate, show empathy, and anticipate people’s needs will benefit me in my future career.
One personal and professional goal I hope to achieve during this trip is networking. I want to take advantage of the opportunity to meet professionals who work in the hospitality industry, especially leaders and managers within the Beaches organization. Building connections with industry professionals can provide valuable insights about leadership, career development, and how large hospitality organizations operate. Networking will also allow me to ask questions, learn from their experiences, and gain advice that could help me in both my academic and professional journey.
One question I would like to ask a Beaches leader during the week is how they maintain such high levels of service quality while managing such a large team. Resorts have many departments working together at the same time, so I am curious about the leadership strategies they use to keep employees motivated, organized, and focused on delivering excellent guest experiences.
To me, being “professional, not tourist” means approaching the trip with a learning mindset rather than simply treating it like a vacation. While it will be exciting to explore a new place, my main focus will be observing, asking thoughtful questions, and understanding how the resort operates behind the scenes. I want to represent FIU and the program in a positive way by being respectful, engaged, and open to learning from both the professionals we meet and the culture around us.
Before the trip, one thing I think I might be surprised by is the level of detail that goes into designing the guest experience. Being able to see those processes up close will help me better understand how hospitality organizations create such memorable experiences. Overall, I am excited for the opportunity to learn, grow, and gain real-world insight into an industry that focuses on people, service, and meaningful experiences.