When Michael Russell returned home from schooling in the U.S. in 1989, he did not know what he wanted to do with his life.
He found his answer just under his nose, when he observed the love his mother had for her work.  Then a barmaid at the Pilot House Club, every night she brought home an excitement and passion that moved him, and allowed her to take care of 12 kids at the same time, he said.  Her example led him to think hospitality was the industry choice for him too.
"I thought, this could be interesting.  It was that passion about serving and serving from the heart that really got me interested in the service industry," Russell told Guardian Business.
His decision has taken him through those areas of hotels the public rarely sees and the front-lines of the industry as well.
It started for Russell in Guest Services at what was then the Cable Beach Hotel before moving onto the South Ocean Resort where he stayed through three ownership changes until its eventual closure.  He went to live with his brother in Boston once the resort closed its doors, before coming back and working at Walker's Cay until 2006, when he returned to Nassau and applied for a job at the Wyndham Nassau Resort.
"They had nothing available at the time, except for the chute," Russell said, explaining that the chute was used for sending dirty linen and towels to the laundry.  "I humbled myself, knowing that if I got one foot in the door, opportunity would present itself."
It did.
Eventually he was offered the chance to work as a runner in the hotel's "At Your Service" department - taking care of guests' needs, literally running when the job called for it.  After a few more moves within the hotel, and moving from winning several employee of the month awards to winning employee of the year for 2009 and 2010. He was promoted to front desk supervisor shortly after, and represented Wyndham Nassau at the Cacique awards, becoming a top three finalist for the supervisor or the year category.
About three months ago, Russell was appointed hotel duty manager.  He described the position as a 'buck-stops-here' for full guest satisfaction sort of position.  He resolves any guest issues that cross his desk, jumps in when front desk gets crowded, must be familiar with all areas of the hotel, and even represents the general manager in his absence.  It's a job that brings him great satisfaction.
"Knowing I'm getting to meet new clients and face new issues that have to be resolved makes me feel like a butterfly flowing through a garden of roses," Russell said.
Russell listed a host of mentors who have been integral to his success.  In addition to his mother, he listed tourism giants like Leona Wells-Russell, Robert 'Sandy' Sands, Earl Bethel, Vernie Rolle, Barbie Rolle and Anatol Major.
Like so many tourism champions, Russell sees the dollar motivation driving so many young entrants to the industry as a major challenge.  While there is money to be made, he says it is passion for service that drives growth and success in the industry.
He had some advice for entrants to the industry, based on his own experiences.
"First and foremost, when you walk through the gate of the property you work for, you leave all your baggage there.  Put yourself at zero negativity and 100 percent positive thinking, so when you step into the workplace, it's lights, camera, action,"  Russell said.

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