In the high-stakes world of hospitality, technical know-how will only get you so far. According to Certified Hospitality Professional Alessandro Pasague, the real key to building strong, resilient teams comes down to something less tangible—but far more powerful: values.
“Letting go of someone who was not aligned with our values, even if they were technically good at their job, was one of the hardest decisions I had to make,” Pasague told Financial Adviser PH.
The employee had all the right skills—fast, efficient, and knowledgeable. But over time, it became clear that their behavior didn’t reflect the culture the team worked so hard to build. “I had to consider the bigger picture—team morale, company culture, and long-term sustainability,” he said. “As a leader, you sometimes need to make decisions that are hard in the short term but right in the long run.”
That leadership moment changed his approach to hiring—and reinforced his belief in values-based recruitment.
In industries like hospitality, where teams operate in high-stress, guest-facing environments, one person’s energy can shift the entire dynamic. That’s why Pasague now looks beyond résumés and certifications.
“It’s not just about what someone can do—it’s about how they do it, and why,” he said.
Today, he prioritizes emotional intelligence, humility, and alignment with the company’s mission. These, he says, are the real traits that build trust and foster long-term growth in service-based businesses.
“Skills can be taught, but values are harder to change,” he shared. “Hire for character. Train for competence.”
Takeaway for leaders? In a world where customer expectations evolve fast and staff turnover is high, hiring based on values—not just experience—might be the smartest business strategy you haven’t fully embraced yet.
