In an industry shaped by rapid technological change, shifting guest expectations, and global competition, Dr. Mohd Zulfakar Mohd Nawi has learned that progress alone is never enough. What sustains success in tourism and hospitality, he believes, is the ability to adapt without losing empathy—and to lead without losing sight of people.
A Certified Hospitality Professional (CHP) and Senior Lecturer at Universiti Tun Hussein Onn Malaysia, Dr. Mohd Zulfakar operates at the intersection of industry practice and academic leadership. His career reflects how hospitality leadership today requires both innovation and emotional intelligence.
Why adaptability and empathy still matter
For Dr. Mohd Zulfakar, thriving in hospitality has never been about mastering a single skill set. It has been about balance.
“Adaptability, empathy, and communication are the backbone of success,” he explains. While technology continues to reshape how guests are served, he believes it cannot replace human understanding. “The human touch—understanding people’s needs and going the extra mile—remains timeless.”
That belief has guided his work across both industry and education. Digital systems may improve efficiency, but hospitality remains a people-centered profession where service is experienced emotionally, not just operationally.
Staying competitive through lifelong learning
Rather than resisting change, Dr. Mohd Zulfakar chose to stay ahead of it. He invests consistently in professional development—attending industry seminars, tracking sustainability trends, and keeping pace with digital transformation in hospitality.
“For me, staying competitive is about lifelong learning,” he says, “and applying fresh insights in real-world contexts.”
Joining ITHP and earning the Certified Hospitality Professional designation reinforced that commitment. Certification was not just recognition—it was alignment with global standards and continuous improvement.
A career pivot that reshaped his impact
One of the most defining transitions in his career came when he moved from industry practice into academia. The shift required a new way of thinking.
“The challenge,” he says, “was translating hands-on hospitality into curriculum and research.” Practical experience had to be restructured into frameworks students could understand, analyze, and eventually apply.
Yet the move proved deeply rewarding. Teaching allowed him to multiply his impact by shaping future professionals who would carry hospitality values into the industry long after graduation.
What makes professionals stand out
In his experience, standout candidates share a particular mindset.
“A standout candidate is curious, resilient, and service-oriented,” he says. These are individuals who do not shy away from challenges, but instead see them as opportunities to create meaningful guest experiences.
Resilience matters as much as skill. In hospitality, uncertainty is constant—and those who adapt with a service mindset tend to rise.
Future-proofing careers without losing humanity
As hospitality embraces AI, data analytics, and sustainability initiatives, Dr. Mohd Zulfakar offers a grounded reminder.
“Stay tech-savvy, but never lose the human touch,” he advises. Professionals who blend innovation with empathy, he believes, will remain relevant and in demand—no matter how the industry evolves.
Technology may change how hospitality operates, but values determine how it is experienced.
Leadership rooted in emotional intelligence
Leadership, for Dr. Mohd Zulfakar, begins with emotional intelligence and cultural sensitivity.
“Leaders in hospitality must lead with heart and vision,” he says. Managing people from diverse backgrounds requires understanding, not authority alone.
When conflict arises, his approach is deliberate. “I listen first,” he explains. Many issues stem from miscommunication. While he seeks common ground, he remains firm when core values—such as respect and service quality—are at stake.
Inspiring teams through example
Inspiration, he believes, is rarely about speeches.
“I inspire my team by leading through example,” he says. Demonstrating commitment, celebrating small wins, and reminding teams that “every guest interaction is an opportunity to create a lasting impression” keeps motivation grounded in purpose.
Over time, his management style evolved. Once more directive, he shifted toward a collaborative and empowering approach—encouraging autonomy and creativity while maintaining accountability.
Lessons learned the hard way
Leadership has also meant making difficult decisions. The toughest involved letting go of a talented team member who did not align with hospitality values.
“It was tough,” he admits, “but culture and service integrity come first.” The experience reinforced a lesson that stayed with him: skills can be taught, but values define the organization.
How ITHP strengthened his role as an educator
Dr. Mohd Zulfakar discovered ITHP through professional and academic networks. Its reputation for upholding global standards immediately resonated with him.
Becoming a Certified Hospitality Professional strengthened his credibility across both academia and industry. “It adds value to my teaching,” he explains. Students see that he is not only teaching theory, but practicing what global standards require.
ITHP also opened doors to collaboration and professional exchange, reinforcing the idea that hospitality leadership is strengthened through community.
A career anchored in service and purpose
Looking back, Dr. Mohd Zulfakar sees a consistent theme in his journey. Whether navigating industry change, leading teams, or educating future professionals, success has always returned to one principle.
“Serve with passion, and excellence will follow.”
In a sector driven by experience and emotion, his story underscores a lasting truth: technology may evolve, but hospitality will always belong to those who lead with empathy, humility, and purpose.
