Success in tourism and service is rarely about technical know-how alone. For Rio Manalansan, Certified Hospitality Professional, the foundation of her career has always been people skills and a heart for service.
“To thrive in this industry, you need excellent communication, cultural intelligence, adaptability, and a genuine service mindset,” she explains. “Technical skills matter, but it’s the ability to adjust, listen, and serve with authenticity that truly sets you apart.”
That belief has guided Rio from her early days in frontline hospitality to her current roles as educator, entrepreneur, and industry leader. Even in her ice cream business, Commonbrew, she applies the same principle. “For me, every scoop isn’t just about flavor—it’s about crafting an experience that delights people, celebrates local culture, and leaves a lasting impression.”
Staying Competitive in a Changing Industry
Tourism and service are constantly evolving, and Rio has no illusions about what it takes to stay relevant. “I stay competitive by committing to lifelong learning and professional development,” she says.
Her track record backs that up: multiple TESDA accreditations in housekeeping, food and beverage, front office, and cookery; membership in professional organizations like COHREP and UFTEE; and now, pursuing a Ph.D. in International Hospitality Management.
“The industry evolves, so I must evolve, too,” Rio emphasizes. She adds that staying connected with professional organizations provides her with access to innovations, best practices, and global standards that she can integrate into teaching and leadership.
The best career advice she ever received aligns with this mindset. “Never stop learning and investing in yourself,” she recalls. That single principle inspired her to pursue certifications, graduate studies, and teaching credentials. “Continuous growth not only strengthens my career but allows me to give more value to the people and institutions I serve.”
Pivoting From Service to Leadership
Rio’s career has not been linear. She shifted from frontline hospitality operations to academic leadership and entrepreneurship, a move that came with unique challenges. “The biggest challenge was moving from hands-on service delivery to shaping programs, mentoring students, and aligning with academic standards,” she admits.
The transition wasn’t easy, but she embraced it with determination. “I had to rethink how I delivered value—not just to guests, but to future professionals,” she reflects. By continuously upgrading herself through certifications, professional memberships, and her license as a Professional Teacher, Rio built credibility in both the industry and the academe. “Looking back, the pivot wasn’t just a career change—it was a transformation that allowed me to create greater impact.”
Lessons in Leadership
For Rio, leadership is about more than authority. “Service leaders must be able to guide diverse teams and prepare them for real-world challenges,” she says.
During her time as OIC Principal and Program Head, she introduced competency-based modules and mentoring sessions that boosted students’ employability. “When leaders invest in developing people, both the workforce and the industry benefit.”
Conflict, too, is inevitable, but Rio approaches it with empathy and structure. “I listen first. Tension often comes from a need to be heard,” she explains. As a Housekeeping Supervisor, she once mediated between staff members who clashed over task assignments. By listening, redistributing work based on strengths, and clarifying expectations, she turned the conflict into teamwork. “Addressing conflict early with respect and clarity transforms challenges into collaboration,” she says.
On management, Rio describes her style as transformational and participative. “Early in my career, I leaned more toward a directive style because I wanted to ensure service standards were met. Today, I focus on collaboration and empowerment,” she explains. “The best results come from trusting and developing people—providing guidance, but also giving them space to grow.”
For her, the biggest leadership lesson is that emotional intelligence matters as much as technical skill. “In hospitality, how you make people feel—both guests and staff—has a lasting impact,” she says. “Empowering others creates stronger results than micromanaging. When you trust your team, they often exceed expectations.”
The Balancing Act and Tough Decisions
Rio believes organizational success and employee well-being go hand in hand. “Happy employees create happy guests,” she notes. As program head, she managed academic requirements while also introducing wellness initiatives like open consultations and lighter workloads during peak exam weeks. “A motivated and healthy team naturally drives guest satisfaction and business results,” she adds.
But leadership is never without hard calls. She recalls one of the toughest: reassigning teaching loads due to limited faculty availability. “It wasn’t easy, because it meant moving some instructors out of their comfort zones,” she says. “But it was necessary to ensure academic continuity and meet accreditation standards.” The decision, though initially resisted, eventually helped both the faculty and the students grow.
A Career Built on Service and Growth
From serving guests on the frontlines to shaping students in classrooms and serving scoops in her café, Rio Manalansan has built a career around one principle: service that touches lives lasts the longest.
“Titles and credentials matter, but at the end of the day, what people remember is how you made them feel,” she says. “That’s the real legacy of this industry—and the reason I keep learning, adapting, and serving with purpose.”
