When you’ve worked your way up in hospitality—from frontliner to Senior Duty Manager—you don’t just learn how to run operations. You learn how to read people, guide them, and carry the weight of decisions that affect an entire shift.
For Fil Marco Balberan, Certified Tourism Professional (CTP), leadership isn’t about giving orders. It’s about understanding people, shaping them, and helping them grow into the roles they’re meant to fill.
“I’ve learned that leading a diverse team is both a challenge and an opportunity. Coming from a humble start, I realized that the key to overcoming this challenge is having the confidence to trust in your abilities and the courage to face problems head-on.” he says.
That mindset has carried him through crowded lobbies, full-capacity nights, and teams made up of different personalities, backgrounds, and pressures. And for him, hospitality leadership always comes back to one thing: how you treat the people who make every guest experience possible.
Empathy as a Non-Negotiable
For Fil, the most critical leadership trait in today’s hospitality world is empathy—not as a buzzword, but as a daily practice.
He believes leaders must be able to connect with their teams, understand their motivations, and make them feel seen. “We all share the same goals, values, and even burdens as we work together. When leaders empathize, they build trust and inspire commitment.”
This approach, he says, creates the kind of environment where both employees and guests feel the impact of genuine collaboration.
Coaching Over Controlling
Many leaders default to discipline or authority when problems arise. Fil chooses a different path.
“I make it a point to hear people out and understand their perspective first. Once I know where they’re coming from, I guide them to reflect on the actions that caused the issue. Then I ask them how they think they can improve the next time it happens.”
This style creates a culture of accountability without fear—where people grow because they understand themselves better, not because they’re afraid of punishment.
It’s a method that transforms frustration into learning and conflict into stronger teamwork.
Inspiration Through Empowerment
Fil doesn’t believe in micromanaging. Instead, he focuses on equipping and empowering his team to make the right decisions.
For him, inspiration doesn’t come from big speeches—it comes from trust.
He says, “I inspire my team by empowering them to make the right decisions while always upholding integrity. When they feel trusted and supported, they gain the confidence to take ownership of their roles.”
He pairs this empowerment with constant recognition and clear guidance, creating a cycle where people feel motivated to perform—and confident enough to exceed expectations.
His Evolving Leadership Style
Fil compares leadership to coaching. You don’t just give instructions—you prepare your people for the game.
“As a leader,” he explains, “I make sure everyone is informed, motivated, and equipped. Over the years, my style shifted from simply giving directions to mentoring and empowering my team. When people feel guided and supported, they deliver better results.”
Hospitality teams face high pressure daily. Fil believes that a leader’s responsibility is to provide structure while also giving space for people to grow.
The Hardest Decisions Are Often the Most Necessary
Some leadership moments stretch you more than others. For Fil, the toughest decisions were those where the minority disagreed, but the majority needed clarity and direction.
“Some decisions go against the preferences of the minority, but they’re needed for the greater good. Those moments require balancing fairness with responsibility.”
He learned that transparency and integrity—even when decisions are unpopular—are essential to maintaining trust.
People First, Always
For Fil, one truth guides everything he does: hospitality only works when people feel valued.
“We don’t just serve external customers—we also serve our internal customers, our employees. When employees thrive, the organization achieves its goals naturally.”
By aligning goals with genuine care, he leads teams that don’t just work—they grow, collaborate, and take pride in the service they deliver.
