For Nandy Gaya, Certified Hospitality Professional, creating exceptional guest experiences starts with something many overlook: taking care of your people.
“Hospitality is about service—but you can’t expect your team to serve well if they don’t feel supported themselves,” Gaya told Financial Adviser PH. “When your staff feels seen, appreciated, and empowered, they naturally perform better.”
Gaya’s leadership philosophy is built on a simple truth: happy teams create happy guests. But for him, employee well-being goes beyond offering perks or occasional recognition. It’s about daily intention—assigning tasks that match people’s strengths, building trust, and creating an environment where feedback flows in both directions.
“Every team member has a skill set and a way they work best,” he explains. “If you give someone a role that plays to their strengths, they feel more confident. And when they’re confident, they become more consistent.”
One of Gaya’s key practices is matching responsibilities to individual potential. Whether it’s assigning a guest-facing task to someone with natural charm or letting a detail-oriented staff member manage inventory, he aligns tasks with talent. “It’s not just good management—it’s a form of respect,” he says. “You’re showing people that you see what they bring to the table.”
He also emphasizes clear communication and mutual accountability. “People are more motivated when they understand the ‘why’ behind what they do. I make sure to explain not just the task, but how it connects to the company’s goals.”
Beyond strategy, Gaya believes culture matters. “We keep a light, collaborative atmosphere. I encourage input, even from junior team members. When people feel included, they contribute more and complain less.”
He’s also intentional about regular check-ins—not just performance reviews, but real conversations about how people are doing. “Sometimes a five-minute chat can prevent a long-term burnout. It shows them you’re not just after results—you care about them.”
And the result? A team that shows up—not just physically, but with energy, creativity, and pride. “In hospitality, energy is contagious. If your team is motivated and happy, your guests will feel it.”
His advice to fellow leaders is clear:
“Don’t just measure performance—invest in the people behind it. Because when your team thrives, your business does too.”
