Strong leadership is becoming one of the most important skills in the tourism and hospitality industry. With teams handling demanding guests, fast-paced operations, and constant service expectations, leaders must know how to communicate clearly, resolve conflicts fairly, and motivate people toward a shared standard of excellence. For Jhonnel Abalajon, Certified Hospitality Professional (CHP), leadership is not about authority—it’s about values.
Jhonnel has built his career in tourism, hospitality, and academia, and over the years he has learned that teams perform best when leaders embody transparency, integrity, and open communication. These traits shape how he manages people and how he ensures that service quality is consistently high.
As he explains, “The most vital leadership traits are communication, transparency, and integrity. These values foster trust and empower teams to deliver exceptional service.” In a service-driven environment, trust is not optional—it is the foundation that allows teams to work confidently and independently.
Managing Conflict Through Fairness and Open Dialogue
Tourism and hospitality teams often face real-time pressure, which can lead to misunderstandings or internal conflicts. Jhonnel believes conflict should not be ignored or avoided. Instead, leaders must create an environment where issues can be discussed openly.
He describes his approach clearly: “I manage conflicts through open communication and transparency. By creating a safe space for dialogue, we can address issues constructively and find solutions that benefit everyone involved.”
His method is anchored in fairness and clarity. Instead of taking sides or acting on assumptions, he ensures that everyone’s perspective is heard. This not only resolves problems faster but also reinforces trust among team members, especially in high-stress work settings.
Inspiring Teams by Listening and Valuing Their Input
In many service organizations, leaders focus heavily on procedures and output. Jhonnel balances this with a people-centered approach, recognizing that employees perform better when they feel heard and valued.
He explains, “I inspire my team by listening actively, valuing their input, and fostering collaboration. Recognizing their contributions motivates them to perform at their best.”
This leadership style aligns with what modern hospitality organizations now emphasize: psychological safety, open communication, and shared ownership. When employees feel that their ideas matter, they take greater initiative and become more engaged in improving the guest experience.
A Balanced Leadership Style That Evolved Over Time
Leadership in hospitality requires both discipline and empathy. Jhonnel describes his approach as balanced—something he developed after years of working with diverse teams and navigating different workplace challenges.
He shares, “My leadership style is balanced—I maintain discipline and high standards while encouraging collaboration, feedback, and shared decision-making. Over time, I’ve become more adaptive and people-centered in my approach.”
This evolution reflects his understanding that leadership is not static. It must adjust to changing workplace dynamics, employee needs, and organizational goals. His ability to adapt has made him an effective leader in both industry and academic environments.
The Leadership Lesson That Changed His Perspective
Every leader experiences moments that reshape the way they approach their work. For Jhonnel, the most important lesson came from realizing the value of innovation and forward-thinking strategies.
He explains it this way: “One of the most valuable lessons I’ve learned is the importance of radical and innovative thinking in addressing challenges and creating opportunities.”
This mindset helps him lead teams through rapid change. Instead of relying only on traditional methods, he encourages creative solutions—something that today’s tourism and hospitality landscape demands.
Balancing Organizational Goals with Employee Well-Being
In hospitality, leaders often struggle to balance performance expectations with employee needs. Jhonnel believes both can be achieved when leaders prioritize fairness and communication.
As he puts it, “I believe in bridging gaps, mediating conflicts, and ensuring fairness. Aligning organizational objectives with employee needs creates a healthy, productive work environment.”
This philosophy protects both service quality and employee morale. It also helps create a culture where people take pride in their work and feel supported by their leaders.
The Toughest Decision: Choosing Excellence Over Comfort
Leadership often involves making decisions that are uncomfortable but necessary. Jhonnel has faced moments where he had to prioritize quality even when it required difficult choices.
He recounts, “The toughest decision I’ve faced was choosing quality and success over mediocrity, even when it meant making difficult choices involving colleagues and close collaborators.”
This demonstrates his commitment to high performance and integrity. For him, leadership means upholding standards that reflect the values of the organization and the expectations of the industry.
A Leadership Approach Built on Values That Matter
Jhonnel’s experience highlights what leadership in hospitality truly demands today: honesty, open communication, fairness, creativity, and respect for people. His approach shows that great service begins behind the scenes with leaders who guide their teams through clarity and integrity.
