Vilfort Metellus had always been drawn to the warm, bustling energy of hotel lobbies—the hum of conversation, the steady rhythm of guests arriving and departing, the sense that something important was always happening. So when he decided he wanted to become a hotel front desk clerk, he knew he needed more than curiosity. He needed direction.
That direction arrived in the form of Nancy Champagne, the General Manager of Ottawa’s iconic Lord Elgin Hotel. Through PPRC Connect, a mentoring program that pairs job seekers with disabilities with experienced professionals, Vilfort found himself sitting across from someone who had lived the very career he hoped to build.
Nancy didn’t begin with grand titles or glamorous stories. Instead, she smiled and said something simple—something that would stay with him long after their meeting ended:
“Start low and aim high.”
She told him how her own journey began—not in an office, but as a coffee girl in a hotel restaurant. From there, she moved into reservations, learning the heartbeat of hotel operations one shift at a time. “My career was built by always being available,” she said, a reminder that opportunity often rewards those who show up with willingness and humility.
As they talked, Nancy painted a vivid picture of life at the front desk. Phones ringing from every direction. Guests needing help. Staff calling with questions. Emergencies that demanded calm. “When you are at the front desk,” she explained, “you are at the heart of everything.” It wasn’t just a job—it was the center of the hotel’s universe.
Vilfort listened closely, absorbing every detail. When he asked what she looked for in new employees, Nancy didn’t hesitate. Passion. Warmth. A genuine smile. “This is an industry you have to love,” she said.
Vilfort grinned. “In the Dominican Republic, we are always smiling. We are born with that.” Nancy laughed, recognizing in him the spark she valued most.
They spoke about language skills—an important asset in Canada’s capital city. Nancy was bilingual, and she encouraged Vilfort as he shared that he spoke French and was working hard to improve his English. Every skill, she reminded him, was a stepping stone.
Before their conversation ended, Nancy offered one final piece of advice: learn the hotel from the inside out. Try reservations. Try banquet services. Try anything that builds customer service experience. And if the hotel door doesn’t open right away, start somewhere else – retail, for example. Every job teaches something valuable.
Then she leaned in slightly and said, “If you get into a hotel, Vilfort, don’t be shy to show your passion. That’s what’s going to make you successful.”
“I appreciate the time Nancy offered me,” he said afterward. “I am going to continue to learn and take her advice.”
And with that, his journey truly began—not at the front desk, but at the first step toward it.
If you’re ready to take your own first step, PPRC Connect is there to help you find the mentor who can guide your path. Interested? Contact Performance Plus Rehabilitative Care Inc. (PPRC), at www.pprc.ca, we can help.