In the high-stakes world of hospitality, technical skills might land you the job—but it’s empathy that helps you lead. For Certified Hospitality Professional Alessandro Pasague, empathy isn’t just a soft skill—it’s a competitive edge.
“Service industries are people-focused—both for guests and team members,” Pasague told Financial Adviser PH. “A good leader understands their team’s struggles and needs, adapts to different situations, and holds themselves to the same standards they expect from others.”
Pasague admits he didn’t always lead this way. Early in his career, he was focused on checklists, KPIs, and performance metrics. “I started as a very task-focused manager,” he recalled. “But over time, I evolved into a more people-oriented leader.”
That evolution wasn’t accidental. As he took on more responsibilities and started managing diverse teams in high-pressure environments, he realized that emotional intelligence was the glue that held great teams together.
“I learned that understanding your team’s motivations, strengths, and even their personal challenges can help you manage them better,” Pasague said. “Today, I balance task execution with emotional intelligence—I still aim for excellence, but I never forget the human side of leadership.”
This mindset also influences how he handles conflict. “I try to understand the root cause and not just the behavior. Often, people just need to be heard,” he explained. By creating a safe space for open dialogue, he finds that issues are resolved faster—and trust deepens in the process.
Importantly, empathy doesn’t mean compromising on standards. In fact, it helps raise them. “Leadership is not about control—it’s about trust,” Pasague said. “When you empower your team and give them space to grow, they will often exceed expectations.”
The bottom line? In an industry where burnout is high and turnover is common, leaders who lead with empathy—not ego—build the strongest, most loyal teams. And that, Pasague believes, is what separates good managers from great ones.
