In an industry built around people and experiences, technical expertise alone is never enough. Success depends on a mix of mindset, adaptability, and the ability to inspire others even in the most difficult times. That has been the guiding philosophy of Joann Rosales, Certified Hospitality Professional (CHP), who has spent over a decade in hotels and now also shares her knowledge as a part-time college instructor.
Rosales believes that the essence of service lies in putting guests first, while continuously building the capacity to adjust to their evolving needs. “The most essential skills are customer service oriented, adaptability and flexibility,” she explained. “Since the industry revolves around guest satisfaction, we need to be quick to attend to their needs.”
Her approach reflects both humility and practicality. She understands that customer expectations shift rapidly, and that every interaction becomes a measure of how well a team can respond. “Being adaptable and flexible is critical because we are dealing with guests in a fast-paced environment,” she added.
The Role of Continuous Learning
Rosales is clear that growth in this field is not a one-time achievement but a process. “For me, continuous learning like taking short courses to be up to date when it comes to the trends, issues, and best practices is important,” she said.
This drive for learning is more than personal ambition. It’s a way to ensure she remains competitive in a sector where digital tools, new business models, and shifting customer habits constantly reshape expectations. She regularly attends seminars and training, and sees professional development as both a responsibility and an advantage.
“Be passionate on every aspect of your career, it will lead you to be successful,” she recalled as the best career advice she ever received. For her, passion is not just an abstract quality but a practical driver of focus, resilience, and long-term fulfillment.
Defining Leadership by Example
Rosales’s philosophy of leadership is rooted in communication, inclusivity, and leading by example. “I believe excellent communication and being people-oriented are the most critical traits today,” she emphasized.
When conflicts arise within the workplace, she insists on focusing on the problem, not the personalities involved. “You should have open communication with team members. If there will be a conflict, focus on the concern and look for a solution to it.”
This approach is supported by her democratic management style, which emphasizes collaboration. “I want the staff to be involved in some ways that they are going to be affected, especially on operations. I want them to feel that they are important and included in the team,” she explained.
Transparency and recognition are central to how she motivates her team. “Being a good example to them, celebrating with them during exceptional performance, and being transparent to your team” are the ways she inspires people to deliver consistently high service.
Lessons From Difficult Moments
No leadership journey is without challenges. For Rosales, the toughest decision she faced was letting go of people during the pandemic. “To retrench people during the pandemic was the hardest,” she admitted. “It taught me resilience. During the most difficult time we need to stand, since we have people around us who depend on us.”
This experience reinforced her belief that leadership is about balancing organizational needs with employee well-being. “By having constant communication and involving employees in the business goals of the organization, you create alignment without neglecting the people,” she said.
Building Value Through Credentials
Rosales has also been intentional about investing in her own professional growth. She earned both the Certified Tourism Professional (CTP) and Certified Hospitality Professional (CHP) designations from the Institute of Tourism and Hospitality Professionals (ITHP).
“My desire to become more proficient in the field is the reason I applied for the CTP and CHP designations,” she shared. “Having worked in the hotel sector for over a decade and as a part-time college instructor, I am eager to continue developing and enhancing my skills to share them with the organization and with the students. I believe learning is a never-ending loop.”
She sees these certifications as both a personal milestone and a tool for future opportunities. “These certifications strengthen my credentials, allow me to advance my skills, and add even more value to the organization I work for,” she said. “In my opinion, they might tremendously help my future pursuits and provide me with greater growth opportunities.”
A Philosophy Anchored in Passion
At the heart of Rosales’s journey is a simple but powerful conviction: passion and attention to detail are what truly set someone apart. “Passionate and attention to details,” she said without hesitation when asked what makes a standout candidate.
Her story is a reminder that while industries change, some principles remain timeless—service with integrity, leadership by example, and the pursuit of continuous learning. It’s this philosophy that defines her career today, and it’s what she hopes to pass on to the next generation of professionals entering the field.
