For Arrian Alquiza, Certified Tourism Professional, leadership in tourism and hospitality isn’t about titles, seniority, or being the loudest voice in the room. It’s about empathy, integrity, and the courage to make decisions that sometimes feel uncomfortable but ultimately strengthen the team.
After shifting from flight attendant to instructor and industry practitioner, Arrian learned that leadership in this field demands more than operational experience—it requires emotional intelligence and a deep understanding of people.
“The most critical leadership traits today include empathy and emotional intelligence,” she said. “You need to understand guest and staff needs, including unexpected challenges, and communicate with clarity while maintaining strong integrity.”
Why listening first—and listening well—matters more than reacting
Arrian’s approach to conflict is grounded in patience, fairness, and communication. She has seen firsthand how miscommunication can derail a team, which is why her first instinct is never to correct or confront—it’s to listen.
“The first thing is to listen and focus on the problem,” she explained. “I acknowledge the conflict, understand from all sides in a private conversation, identify common ground, and set rules to come up with the best solution for fair treatment.”
Her process transforms conflict into a reset point rather than a breaking point—something many leaders struggle to achieve.
Inspiring teams through shared purpose—not pressure
Arrian believes that exceptional performance doesn’t come from demanding more from people. It comes from helping them understand why their work matters.
“To inspire exceptional performance, I establish a shared purpose, set clear goals, and foster an empowering, positive environment through open communication and continuous development opportunities,” she said.
She doesn’t believe in chasing results through pressure; she believes in unlocking performance through clarity and motivation.
When people understand the “why” behind their work, Arrian says, they naturally give more attention, more effort, and more heart.
A leadership style shaped by human connection
Over the years, her leadership evolved into a blend of human relations leadership and coaching-based management.
“I focus on the importance of employee well-being, morale, and the impact of social factors on productivity,” she shared. “At the same time, I coach, teach skills, and support career development.”
This combination allows her to strike a balance many leaders never find: being approachable without being lenient, and being supportive without lowering expectations.
Her leadership style creates a workplace where people feel heard—but also challenged to grow.
The hardest decisions reveal a leader’s values
Arrian admits that some leadership decisions still weigh heavily on her, especially when they involve people’s livelihoods.
“For me, the most difficult decisions are those that impact people’s lives,” she said. “I once had to decide whether to let staff go for performance issues or retain them due to their living situation.”
It’s the kind of dilemma that forces leaders to weigh compassion against responsibility. For Arrian, the experience reinforced that leadership is rarely black and white—but decisions must always be guided by fairness and integrity.
Balancing goals and people—without losing either
Tourism and hospitality can be high-pressure and emotionally heavy, but Arrian believes that leaders who prioritize well-being alongside performance build more resilient teams.
“By prioritizing empathy, communication, and inclusivity, leaders create environments where employees thrive personally and professionally,” she explained. “Fostering well-being and satisfaction is essential for building resilient and successful organizations.”
For her, hitting targets and running smooth operations mean nothing if the people behind them are exhausted or undervalued.
A leadership identity grounded in empathy and courage
Arrian’s leadership journey makes one thing clear: the best leaders aren’t those who avoid difficult decisions—they’re the ones who approach them with humanity, clarity, and a strong sense of purpose.
She leads with empathy, but she doesn’t shy away from accountability. She embraces communication, but she also sets boundaries. And she builds teamwork not through authority, but through connection.
In an industry defined by people, she proves that leadership isn’t just about running operations—it’s about building environments where people can thrive.
