In tourism and hospitality, careers rarely follow a straight line. Long hours, high expectations, and constant change test even the most passionate professionals. For Mark Lennon Sitones, a Certified Hospitality Professional, the path moved from hands-on service work—both in the Philippines and overseas—to an academic leadership role shaping future hospitality professionals.
His story shows why success in hospitality depends less on titles and more on mindset, character, and continuous learning.
The skills that matter most in hospitality
After years as an industry practitioner and later as an academician in hospitality education and service operations, Sitones has a clear view of what separates those who last from those who burn out.
He points to service excellence, adaptability, communication, leadership, and cultural sensitivity as the most essential skills. Hospitality remains a people business, even as technology advances. Professionals deal not only with guests but also with teams, partners, and stakeholders from diverse backgrounds.
“The industry is dynamic by nature,” he explains. “These skills are crucial in fostering guest delight among both internal and external customers.”
In his view, technical skills can be taught, but attitude and character determine whether a professional thrives.
Staying competitive in a fast-changing industry
Hospitality evolves quickly. New technologies, shifting guest expectations, and global trends force professionals to keep up or fall behind.
Sitones stays competitive by committing to continuous learning. He attends industry trainings, research conferences, conventions, and exhibitions. He also earns national certifications tied to relevant technical skills and remains active in professional tourism and hospitality organizations.
These engagements allow him to stay current with best practices while expanding his professional network. For him, learning does not end with a diploma or job promotion. It becomes a career-long discipline.
The advice that shaped his career
Early in his career, Sitones received advice that stayed with him.
He was told to always go the extra mile for guests, while staying authentic and professional. That principle guided him during his years in service operations and continues to influence how he mentors students today.
In hospitality, small actions often define the guest experience. Sitones believes the same applies to leadership and education. Consistency, sincerity, and professionalism create trust over time.
A major career pivot: from industry to education
Sitones eventually made a decisive career shift. He moved from the service industry into education at Father Saturnino Urios University.
The transition came with challenges. The biggest shift involved moving from a guest-centric mindset to a learner-centric one. Teaching required a different skill set, deeper patience, and a new way of measuring impact.
To prepare, he invested in further studies. He earned a teaching license and later completed a doctorate in International Hospitality and Tourism Management. The move required retooling, discipline, and humility—starting again in a new field despite years of industry experience.
What makes a standout hospitality professional
When asked what makes a candidate stand out in tourism and hospitality, Sitones does not begin with credentials.
He emphasizes positive attitude and strong character. Skills matter, but attitude reflects the true essence of hospitality.
Certifications, research involvement, leadership experience, and commitment to lifelong learning strengthen a professional profile. Still, he believes character remains the foundation. These values guide his own work and the standards he sets for students and colleagues.
Future-proofing a hospitality career
With AI and technology reshaping service industries, Sitones sees opportunity rather than threat.
Future-proofing a hospitality career, he says, requires embracing technology while doubling down on human strengths. Professionals must commit to continuous education, participate actively in industry associations, and diversify their skills.
Technology may change how services are delivered, but empathy, leadership, and judgment remain human responsibilities.
Leadership lessons from the field and the classroom
Sitones describes his leadership style as one that evolved over time. Early in his career, he leaned toward a directive approach. Over the years, it shifted into a participative and transformational style.
Today, he focuses on collaboration, innovation, and shared ownership. He leads by example, encourages open communication, and recognizes achievements. Training and mentorship play a central role in how he motivates teams.
One leadership lesson stands out above all others: leadership means empowering others to succeed. Success is measured not by personal achievements but by the growth of the people you lead.
Balancing organizational goals with employee well-being also requires transparency and realistic expectations. Sitones supports work-life balance initiatives and involves teams in decision-making whenever possible.
The toughest decision he faced as a leader involved retaining faculty members aligned with the school’s vision and mission, even when it meant setting aside personal relationships. For him, leadership demands fairness, clarity, and commitment to the institution’s long-term goals.
A career built on purpose and preparation
Sitones’ journey shows that hospitality careers do not end at the hotel lobby or restaurant floor. With the right mindset, professionals can evolve into educators, leaders, and mentors who shape the industry’s future.
His story offers a clear message: skills open doors, attitude sustains careers, and continuous learning keeps them relevant—no matter how fast the industry changes.
