The hospitality industry moves fast—guest expectations change, new technologies emerge, and unexpected disruptions can challenge even the most experienced managers. For Rey Amancio, Certified Hospitality Professional, the leaders who thrive today are those who inspire confidence in their teams while taking full responsibility for results.
“The most critical leadership traits today are empathy, agility, accountability, and empowerment,” he says. “Empathy: Understanding both guest and employee needs fosters trust and connection. Agility: The ability to pivot during disruptions—such as pandemics, tech shifts, or changing guest expectations—is essential. Accountability: A great leader takes ownership of results, good or bad, and models the behavior they expect from others. Empowerment: Enabling team members to make decisions and take initiative encourages confidence and loyalty.”
Leading Through Empowerment
For Amancio, empowerment is more than just giving people tasks—it’s about trust. “Empowering individuals by letting them own tasks and shine in their strengths” is one of the most effective ways to build a team that performs at its best.
He believes that when employees feel ownership over their work, they approach it with more creativity and care. This leads to a stronger sense of loyalty and higher service quality—both critical in a people-driven business like hospitality.
Why Accountability Builds Stronger Cultures
Empowerment alone isn’t enough, Amancio says—it has to be paired with accountability. “A great leader takes ownership of results, good or bad, and models the behavior they expect from others.”
In practice, that means setting clear expectations, monitoring progress, and being transparent about outcomes. Accountability is not about blame, but about creating a culture where everyone understands their role in the bigger mission and takes responsibility for their impact.
Handling Conflict the Right Way
Part of accountability is addressing challenges head-on, especially when team dynamics threaten service quality. “I approach conflict by listening first, ensuring all parties feel heard without judgment,” he explains. His process is clear: “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.”
For Amancio, this approach keeps conflicts from festering and ensures that every decision aligns with the company’s values.
Walking the Talk
“Inspiration starts with walking the talk—showing dedication, presence, and care in my own actions,” he says. For him, leadership isn’t about issuing orders from behind a desk—it’s about being visible, approachable, and consistent in living the standards he expects from his team.
Recognition is part of that example. “Recognize and celebrate wins, big or small,” Amancio says. “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 leadership style as “coaching-based and collaborative, with a balance of structure and flexibility.” Early in his career, he leaned toward hands-on control, but his experience—especially his time in academe—taught him the value of trust and delegation. “Over time, I realized the power of trust, delegation, and mentorship. I now focus more on developing people, not just delivering results.”
This shift has allowed him to create teams that not only meet expectations but also grow into leaders themselves.
Balancing Results with Well-Being
“I believe long-term results come from happy, empowered teams,” Amancio says. His formula for balancing organizational goals with employee well-being includes “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 encourages “work-life balance, mental health support, and fair recognition” to maintain morale and prevent burnout.
Lesson for Today’s Leaders
For Amancio, empowerment and accountability are not competing priorities—they work best together. Empowerment gives people the confidence to take initiative; accountability ensures they do so in alignment with the organization’s standards and goals.
Lesson: In modern hospitality, leaders who balance empathy with agility, empowerment with accountability, and inspiration with action will build teams that can adapt, perform, and deliver service excellence—no matter how the industry changes.
