Success in tourism and service isn’t just measured by awards or positions—it’s measured in moments that leave an imprint on people’s lives. Jenny Leht Moreno, a Certified Hospitality Professional, has built her career on that belief.
She recalls a night aboard a cruise ship that shaped her understanding of empathy. A guest, traveling alone, arrived dressed formally with a bouquet of flowers. “He told me it was supposed to be their 30th wedding anniversary, but his wife had passed away before the cruise,” Jenny shares. Instead of offering standard courtesies, she worked with her team to dedicate a song, prepare a complimentary cake, and give him space to honor his late wife. “He later said it felt as though she was remembered on board. That moment reminded me—hospitality is about honoring people’s stories, not just providing service.”
That same instinct extends to her colleagues. Once, she helped a new team member find his cabin on a hectic boarding day. “He had been wandering for 30 minutes. Years later, he told everyone about that simple act of kindness. Small gestures can have a lasting impact,” she says.
For Jenny, empathy is the foundation of hospitality—but it must be paired with adaptability and resilience. “On cruise ships, guests come from all over the world. An American family may want casual and friendly service, while a Japanese group expects formality and respect. You need to adjust instantly,” she explains. Adaptability, she adds, also applies to teamwork, especially when staff rotate between venues and service styles almost daily.
Resilience was tested most during the pandemic. “Leading my team through the return-to-service phase was the toughest period of my career,” Jenny admits. With new health protocols, reduced manpower, and anxious crew members, she had to remain steady. “I had to keep communication open, motivate my team, and show that even under pressure, we could deliver safety and service.”
Staying Competitive Through Learning
Jenny never underestimates the power of growth. “Continuous learning—whether through formal education or daily experience—keeps you competitive,” she says. She pursued a Master’s degree in International Hospitality and Tourism Management and consistently seeks professional certifications. But she emphasizes that listening is just as valuable: “I listen to guests, to colleagues, and to trends. Staying open keeps you sharp.”
The best career advice she ever received still guides her decisions today: “Do not limit yourself.” Jenny admits she once doubted her ability to go beyond her role, but that advice pushed her to pursue leadership, higher studies, and certifications. “The only real limitations are the ones we place on ourselves.”
Shifting From Operations to Academia
Today, Jenny is pivoting from cruise line restaurant operations to the academic world, driven by her desire to share real-world lessons with future professionals. “I want to translate my experiences into meaningful lectures that inspire students,” she explains.
The hardest part, she admits, is detaching emotionally from the dynamic, hands-on environment she loves. “Cruise ships shaped who I am. Moving into academia means shifting from execution to mentorship. It’s a new challenge, but one I embrace with purpose.”
Leadership Lessons at Sea and Beyond
Jenny has led diverse teams in high-pressure environments, and her philosophy is clear: effective leadership rests on emotional intelligence, cultural intelligence, and adaptability.
Early in her career, she struggled to balance assertiveness with support, especially when managing older, more experienced colleagues. “I learned that clear expectations, fairness, and consistency build respect,” she says. Over time, she discovered that leadership isn’t about control—it’s about influence.
Her management style, once strongly participative, has evolved into a flexible approach. “Cruise operations taught me that no single style fits all. Sometimes you need collaboration, sometimes structure. Leadership is about choosing the right approach at the right time,” she explains.
The toughest decisions, she admits, involve letting people go. “As a leader, I believe in developing people. But there are times when, despite coaching, someone can’t or won’t adapt. Recommending separation was difficult, especially when I had personal rapport with that individual. But fairness, transparency, and dignity must guide those decisions.”
Building a Career That Lasts
Jenny believes future-proofing in hospitality comes down to education, certifications, and humility. “A standout candidate isn’t afraid to make mistakes but takes accountability and learns from them,” she says. She advises professionals to pursue cross-training, continuous development, and industry credentials to stay relevant.
Yet, at the heart of it all, she insists, is passion. “Credentials open doors, but it’s your genuine love for service that keeps you in the room,” she says.
For Jenny Leht Moreno, empathy, adaptability, and resilience aren’t just skills—they’re the real currency of hospitality. “Guests may forget what you said, but they’ll never forget how you made them feel,” she reflects. “And that’s the kind of impact I want to leave, whether on board a ship or in a classroom.”
