In the tourism and hospitality industry, technical skills and operational knowledge are important. But according to Joana Marie R. Pariño, Certified Hospitality Professional (CHP), the true foundation of success lies in something much more human: communication, empathy, and the ability to serve others with sincerity.
Pariño, a graduate of Bataan Peninsula State University with a degree in Hotel and Restaurant Management, began her career working in casual dining restaurants and hotels. Yet an unexpected opportunity eventually led her to discover a different passion—teaching.
“A friend suggested I try teaching, and I discovered a real joy in training and shaping the next generation of tourism and hospitality professionals,” she says.
Sixteen years later, she continues to work in the academe, guiding students who aspire to build careers in tourism and hospitality.
From industry professional to educator
While many hospitality professionals remain in operational roles, Pariño chose a path that allows her to share real-world experience with students preparing to enter the industry.
To strengthen her teaching career, she pursued professional education units and successfully passed the Licensure Examination for Teachers in March 2023.
She also maintains close ties to industry standards by earning multiple TESDA trainer qualifications, including certifications in front office services, food and beverage services, housekeeping, cookery, bartending, and events management.
Beyond teaching, she also serves as a competency assessor, helping evaluate and certify future hospitality professionals.
This combination of industry expertise and academic training allows her to bridge the gap between classroom learning and real-world hospitality work.
The skills every hospitality professional should develop
In her classroom, Pariño emphasizes a set of essential skills that students must develop to succeed in tourism and hospitality.
Communication sits at the center of these skills.
Professionals must interact clearly and politely with guests, colleagues, and supervisors in order to maintain smooth operations and positive guest experiences.
Customer service is equally important. Hospitality professionals must make guests feel welcomed and valued by responding quickly to their needs and creating memorable experiences.
Because unexpected situations often arise, problem-solving skills are also essential.
Employees must remain calm, think quickly, and find solutions when challenges occur—whether it involves addressing guest complaints or resolving operational issues.
Adaptability also plays a major role in the fast-paced hospitality environment.
“Things change quickly in hospitality, so professionals must be flexible and ready to adjust,” she explains.
Teamwork, cultural awareness, and strong organizational skills further strengthen a professional’s ability to deliver excellent service.
Preparing students for a global industry
Tourism and hospitality professionals often serve guests from diverse cultures and backgrounds.
Because of this, Pariño encourages students to develop cultural awareness and respect for differences.
Understanding cultural preferences and expectations helps hospitality professionals deliver service that makes guests feel comfortable and respected.
She also encourages students to build technical skills, including familiarity with hospitality software and reservation systems.
In today’s technology-driven environment, digital literacy helps employees perform their roles more efficiently and accurately.
Leadership built on empathy and communication
Beyond technical skills, Pariño believes leadership in hospitality requires empathy and strong communication.
Leaders must understand the needs of both guests and employees while guiding teams toward shared goals.
“The most critical leadership traits today are empathy, adaptability, and clear communication,” she says.
These qualities help leaders build trust, resolve conflicts, and foster collaboration within teams.
Handling workplace conflicts
Like any service environment, hospitality workplaces occasionally experience disagreements or challenges among employees.
When conflicts arise, Pariño prioritizes active listening and open dialogue.
By understanding the root causes of issues and encouraging constructive conversations, leaders can help teams find solutions that benefit everyone involved.
Addressing problems early and fairly helps maintain a positive workplace culture.
Inspiring teams to deliver excellent service
Motivating hospitality teams requires more than simply assigning tasks.
Pariño believes leaders must create an environment where employees feel valued, supported, and empowered.
She encourages team members to take ownership of their roles while providing opportunities for growth and development.
Recognizing achievements and celebrating small successes also helps maintain motivation and engagement.
“Leading by example and demonstrating passion for service inspires others to do their best,” she explains.
A leadership style that evolved over time
Over the years, Pariño’s leadership style has evolved from a more directive approach to a collaborative and empowering one.
Rather than simply instructing team members, she now focuses on involving them in decision-making and giving them greater autonomy.
This approach builds trust within teams and encourages individuals to contribute ideas and take initiative.
Lessons learned from leadership
Throughout her career, Pariño has learned several important leadership lessons.
Active listening helps leaders understand their teams more effectively. Empathy builds trust and strengthens relationships. Delegation allows teams to develop their skills and confidence.
She also believes leaders must accept mistakes as opportunities for learning and growth.
Continuous improvement—both personally and professionally—is essential for effective leadership.
Balancing performance and well-being
Maintaining a balance between organizational goals and employee well-being is another important responsibility for leaders.
Pariño promotes open communication and transparency within teams, ensuring employees understand their roles and expectations.
She also encourages work-life balance and reminds team members to prioritize their physical and mental health.
When employees feel supported, they are more motivated to contribute to the organization’s success.
Making difficult decisions
One of the most challenging responsibilities of leadership involves making difficult decisions that affect team members.
Pariño recalls having to let go of an employee who was not meeting performance expectations.
Although the decision was difficult, she handled the situation with empathy and respect, helping the individual transition toward new opportunities.
A passion for shaping future professionals
After years in hospitality and education, Pariño continues to find fulfillment in preparing students for the industry.
Through training, mentorship, and real-world insights, she helps aspiring professionals understand the values that define excellent hospitality service.
For her, the ultimate goal is simple: helping students become professionals who serve with empathy, communicate clearly, and create memorable experiences for every guest.
Because in the hospitality industry, great service is not just about processes or procedures—it begins with people.
