In hospitality, technical skills are important—but they’re not the whole story. For Rey Amancio, Certified Hospitality Professional, protecting team culture can sometimes mean making the hardest decisions a leader will ever face.
“One of the toughest decisions I’ve made was letting go of a long-time employee who was technically skilled but consistently toxic to the team environment,” he recalls. “It was difficult because of the person’s history and potential, but keeping them affected morale and guest service.”
That experience drove home a lesson he believes every leader should understand: “Cultural fit and emotional intelligence matter as much as technical skills, especially in hospitality.”
Why Culture Comes First
Hospitality is built on people working together to create memorable experiences for guests. If a single team member consistently undermines morale or clashes with colleagues, even exceptional technical abilities can’t compensate for the damage done to service quality.
As Amancio puts it, leaders are “culture carriers.” Every choice they make—even small ones—shapes the team’s morale and values. That means addressing behavior issues isn’t optional; it’s essential to long-term success.
Addressing Conflict Before It Escalates
When dealing with difficult team members, Amancio follows a structured, respectful process. “I approach conflict by listening first, ensuring all parties feel heard without judgment,” he explains. “Address issues early, not after they escalate. Focus on behavior and impact, not personality. Set clear expectations and consequences. Offer coaching and support, but also reinforce accountability.”
This approach ensures fairness while making it clear that the standards of professionalism and teamwork apply to everyone.
Empathy with Boundaries
Amancio sees empathy as a critical leadership trait—but it works best when paired with accountability. “Empathy: Understanding both guest and employee needs fosters trust and connection,” he says. “Accountability: A great leader takes ownership of results, good or bad, and models the behavior they expect from others.”
In practice, this means giving team members opportunities to improve while also being prepared to make tough calls when behavior doesn’t change.
Inspiring Through Example
Letting someone go can be disruptive, but it also sets a precedent for the rest of the team. Amancio believes leaders should be highly visible in how they work and what they value. “Inspiration starts with walking the talk—showing dedication, presence, and care in my own actions.”
He also makes recognition part of the culture. “Recognize and celebrate wins, big or small. Share the ‘why’ behind our standards—when staff understand their role in creating memorable experiences, they’re more motivated.”
A Coaching-Based, Collaborative Style
Amancio describes his management approach as “coaching-based and collaborative, with a balance of structure and flexibility.” Early in his career, he preferred hands-on control, but over time, especially after his stint in academe, he learned the power of trust and mentorship. “I now focus more on developing people, not just delivering results.”
By empowering his team, he helps them grow in confidence while ensuring they understand the impact of their actions on the overall culture.
Balancing Goals with Well-Being
Tough personnel decisions can make leaders wary of pushing their teams too hard—but Amancio believes it’s possible to maintain high standards while prioritizing well-being. “I believe long-term results come from happy, empowered teams,” he says. “I balance this by ensuring KPIs are realistic and human-centered, promoting open dialogue where feedback flows both ways, and being flexible when possible—whether with schedules or personal needs—while still aligning with the bigger mission.”
He also supports “work-life balance, mental health support, and fair recognition” to sustain performance without burning people out.
Lesson for Hospitality Leaders
Amancio’s experience shows that sometimes the right decision for the business—and the team—can be the hardest one to make. Letting go of a technically strong but culturally misaligned employee can protect morale, service quality, and the overall health of the organization.
Lesson: In hospitality, skills can be trained, but cultural fit and emotional intelligence are non-negotiable. Leaders who protect the culture, even when it means making tough calls, set their teams up for lasting success.
