For Nandy Gaya, a Certified Hospitality Professional and an experienced leader in the tourism and service industry, the biggest shift in his leadership journey came when he stopped trying to control everything.
“I used to think being in charge meant giving all the instructions and managing every little detail,” Gaya told Financial Adviser PH. “But the real game-changer was empowering my team to think for themselves.”
Instead of micromanaging, Gaya adopted a more democratic leadership style—one that values collaboration, initiative, and shared responsibility. The results? A more confident team, better service outcomes, and a workplace culture built on trust.
“When you give people room to grow, they stop working for you and start working with you,” he said. “That shift completely changed how my team performed.”
Gaya’s leadership philosophy didn’t come overnight. In his earlier years, he focused heavily on control—assigning tasks, double-checking everything, and staying involved in every process. But over time, he realized that a tightly controlled team wasn’t necessarily an engaged one.
“Hospitality is a people-centered business,” he explained. “If your staff doesn’t feel valued or trusted, it affects how they serve—and guests notice that energy.”
Today, Gaya sets clear expectations and gives his team the big picture, but lets them find their own way to deliver results. “I don’t micromanage. I focus on enabling. That freedom boosts their confidence and brings out their creativity.”
He also applies the same principle when dealing with conflict or underperformance. “I talk to people privately and objectively. The goal isn’t to punish—it’s to realign. I address the issue, but I always show them I still believe in their potential.”
Gaya’s ultimate goal is to create a team that feels ownership in what they do. “When your people feel responsible for the outcome, you don’t need to hover—they take initiative, they care, and they lead.”
His advice to other managers in the hospitality field?
“Lead with trust, not fear. Empower your people, and you’ll see them rise—not just for the job, but for each other.”
