The art of a warm welcome, serving a beautiful meal, and of tending to the details that go into a pitch-perfect atmosphere—these are just a few of the many aspects of hospitality work. To master it takes a certain kind of person who leads with courtesy and generosity, who is passionate about making others feel at ease and at home. And to deliver that level of service every day, through high seasons, low seasons, ups and downs? That takes resilience and downright grit.

We all know that the last two years have been a tumultuous ride for the hospitality sector, even for those who are dedicated and passionate about the work. Here in Vermont, when Governor Phil Scott declared a state of emergency on March 13, 2020, to respond to the COVID-19 pandemic, life came to a screeching halt and tourism stalled with it. Unfortunately, this meant many employees had to leave the industry and seek work elsewhere. To navigate this protracted public health crisis, we’ve remained adaptable, creative, and flexible. While returning to a new standard of “normal” has taken time, today, doors have reopened and the team is back to accommodating visitors, serving guests at Juniper, and running a dynamic events schedule—none of which would be possible without HVT’s extraordinary team members. And, yes, the team is back.

So, what drew people back when the industry at large went through unparalleled challenges? Several stellar team members share their experiences. These folks come from different backgrounds, went on to try new careers, and all returned because of a shared dedication to service. Here are a few of their stories.

In 1992, Pradhan fled Bhutan with his family to a refugee camp in Eastern Nepal, where he lived for nearly two decades. It was in August of 2012 that Pradhan finally was able to resettle in the United States and he chose to join his sister, who was living in Burlington, Vermont. Here he began a new life, in a new country, with a new language. With the assistance of an employment counselor from the Refugee Resettlement Program, Pradhan landed his first job in a hotel on Shelburne Road. After trying several positions in different establishments, the employment counselor brought Pradhan to Hotel Vermont.

Working as a housekeeping lead at the hotel was a good fit, but like many hardworking new immigrants, Pradhan decided to take a second job. He started working as an interpreter for the Burlington School District in 2015. Fortunately, when the hotel had to close because of the pandemic, Pradhan could continue at the local school. Then, in May 2021, he received a call from the hotel’s human resources offering him a new position as the housekeeping manager. “The position was different than before. So I chose to come back and start working here. The environment that is here was very appealing.”

When asked what about the environment brought Pradhan back, he quickly points to his relationship with team members and the satisfaction he gets from helping the guests. It’s that daily interaction with his colleagues, people from different parts of the country and all over the world that he enjoys most. “The first question I get is, ‘Where are you from? Are you from Indonesia or the Philippines?’ Whenever somebody asks, I am very open to sharing things. I respond, and the communication starts in that way. And, I try to find also where they are from, whether they enjoy their stay, this kind of a thing is very interesting.” Because he’s lived a unique experience, Pradhan brings an open mind and genuine curiosity to his conversations with guests, and that level of attention might be the purest form of generosity there is.

Abair has had many opportunities to enjoy those peak moments; having worked for the hotel since it opened in 2013, he’s produced countless community gatherings, parties, weddings and other happenings over the years. But when the world of event-planning seized due to COVID, Abair had to pivot to an entirely new line of work and found himself employed at a local tech company. “My position was data quality analyst . . . or data analyst? It’s a blur ’cause I’d rather forget,” he says with a laugh. Nevertheless, it was from his remote desk job that Abair could reflect on his position at the hotel.

The couple interviewed with Hotel Vermont management before the hotel even opened and were hired together. “We didn’t know anything about the hotel. This was before they even had the kitchen finished. We actually got to set up the kitchen—that was a lot of fun.” For seven years, the Daniells worked side by side until March 2020, when they had to close down the restaurant for an undetermined period. As the head chef, Travis was called back to continue working in the kitchen, but MeMe began working as a substitute teacher for the Burlington School system. While she enjoyed being with students, she missed her old job. “I just wanted to be cooking, you know? I kept thinking about what I could be cooking and baking; I was thinking about the cafeteria at the school and comparing what the kids eat to what I cook. So, that gave me a different perspective. It was eye-opening.”

And to all the team members—those who have returned and those who are new to Hotel Vermont—a warm welcome home.