For Gilbert Ian Dalida, a Certified Hospitality Professional and community-based tourism advocate, hiring decisions go far deeper than what’s printed on a resume.
“In hospitality, credentials help—but it’s your character that truly shows up in the day-to-day,” he says in his interview with Financial Adviser PH. “A guest won’t ask about your degree. But they will remember how you made them feel when they were tired, confused, or having a bad day.”
As the founder of Pompeo and Luming’s Inn and a leader in Tagkawayan’s emerging tourism sector, Gilbert has trained and mentored local team members, many of whom had no formal background in hospitality. What he looks for above all else? Willingness to learn and a genuine heart to serve.
“Coachability is underrated,” he says. “You can teach someone how to fold linens, process bookings, or upsell a product—but you can’t easily teach attitude, initiative, or humility.”
For Gilbert, the best team members aren’t always those with impressive work histories. They’re the ones who listen actively, accept feedback with openness, and care enough to improve. “Some of our strongest performers started with zero experience. But they showed up every day ready to grow.”
This mindset shapes how he interviews candidates. Beyond technical questions, he listens for cues about empathy, adaptability, and respect. “If someone can describe a moment when they helped someone without being told, or how they handled a difficult customer with grace—that tells me more than any certification.”
Gilbert also emphasizes the importance of local values in building a reliable team. “Hospitality in the Filipino context is about malasakit—genuine concern for others. That can’t be faked. You see it in the way someone anticipates needs, treats co-workers, or stays calm under pressure.”
He believes that as the industry becomes more people-driven and experience-focused, emotional intelligence and mindset will define long-term success. “Technology can assist in operations, but it’s people who create connection. And it takes strong character to sustain that.”
His advice to other employers? Don’t just hire for skills—hire for substance. “Give chances to those who are eager to grow. Invest time in mentoring. And remember that talent can be built—but values must be lived.”
To aspiring professionals, his message is simple: “Your resume may open a door. But it’s your attitude and heart that will earn you trust, growth, and lasting impact.”
