In the tourism and service sector, many professionals focus on technical skills and efficiency. But for May Angel De Torres, what sets a true professional apart is something deeper. “Providing services and products is expected—but touching the heart of the guest is exceptional. It’s about what more we can do beyond what is visible,” she explained. For her, exceptional customer service is the foundation of any meaningful career in this industry.
A Relentless Commitment to Learning
De Torres has never been one to remain complacent. She believes the only way to stay relevant is to continuously seek growth. “I expose myself to opportunities that broaden my knowledge and enhance my skills, such as training, seminars, workshops, and further studies. I am also considering pursuing a Master’s Degree soon,” she said.
This mindset also ties back to one of her most important realizations in her career. “We should not easily say ‘no’ or give up just because a task is difficult or unfamiliar. Instead, we should first try to learn and give it a shot. Often, the experience and knowledge we gain from it turn out to be valuable in the future,” she reflected.
Her own career shift into teaching is an example of this principle in action. Moving from hospitality operations into the academic field was far from easy. “The challenge I faced was my limited knowledge of education since I graduated with a Bachelor of Science in Hospitality Management, which is a different discipline. However, I am working to overcome these limitations,” she shared. That willingness to try, even when the odds are uncertain, defines her approach.
The Values That Define Standout Candidates
When asked what qualities make someone truly stand out in the industry, De Torres’s answer was simple but telling. “Openness and humility. I acknowledge that I don’t know everything, and I am willing to learn,” she emphasized. In her view, it is not only skills and credentials that matter but also the attitude of being teachable.
To future-proof one’s career, she advises building a strong foundation that blends knowledge, hands-on experience, and credible certifications. “We need to build the right knowledge, skills, and attitude related to the industry. Gaining experience and acquiring credentials will always help in advancing our careers,” she said.
Leading With Service and Resilience
As a leader, De Torres embraces servant leadership. “I always consider stakeholders before myself when making decisions. I believe engaging them leads to more effective management,” she explained. Over time, her management style has evolved as she learned to view even challenges as opportunities for growth.
She highlighted resilience as one of the most important leadership traits in this demanding field. “A leader must know how to handle stress, manage emotions, and adapt to change without being discouraged by challenges—especially when meeting the limitless demands of guests,” she noted.
Her lessons extend to conflict management as well. “You should have an open communication with team members. If there will be a conflict, focus on the concern and look for a solution to it,” she said.
To inspire her team, she goes beyond words. “I try to be transparent about our goals, acknowledge their strengths and weaknesses, and suggest ways to improve. Being a good example, celebrating exceptional performance, and offering guidance are what motivate people to deliver better,” she shared.
Balancing Goals and People
De Torres understands the tension between organizational goals and employee well-being but believes both can coexist. “By ensuring fair distribution of workload and expectations, allowing breaks and time off, respecting leave requests, and encouraging open communication, we avoid burnout,” she explained.
This philosophy reflects her view that the health of an organization is tied to the well-being of its people. “Organizational success is sustainable only when employees thrive both personally and professionally,” she added.
The Challenge of Tough Decisions
Not all moments in leadership are smooth. De Torres recalled a difficult experience that tested her ability to stay composed and decisive. While working as a customer service representative in a pastry shop, she once had to handle a major mishap. “A cake was delivered deformed due to third-party logistics carelessness, just before an event program was about to start. Facing the customer’s frustration, I quickly investigated and decided to deliver a replacement cake with freebies,” she recounted.
She personally monitored the replacement to ensure it arrived in good condition. “Throughout, I kept the customer informed, apologized sincerely, showed empathy, and prioritized what mattered most in that moment,” she explained. For De Torres, honesty and accountability are non-negotiable. “Honesty, action, and gratitude were key to resolving the situation,” she concluded.
Building a Career With Heart
From her time in operations to her current role in teaching and training, De Torres has stayed rooted in the belief that hospitality is more than transactions—it is about people. Her philosophy can be summed up in her own words: “Take things professionally, not personally. Treat every experience—whether good or bad—as an opportunity to learn and grow.”
Her journey as a Certified Hospitality Professional reflects not just personal achievement but also her vision of leadership built on service, humility, and resilience.
