Leadership in tourism and hospitality goes far beyond managing tasks. It requires emotional intelligence, cultural sensitivity, and the ability to guide teams through the unpredictable realities of a people-driven industry. For Leslie Basallo, Certified Tourism Professional (CTP), effective leadership is built on empowerment, honesty, and a workplace culture where everyone feels valued.
Leslie believes that great leadership begins with creating a shared vision and fostering an environment where people are encouraged to contribute. As she puts it, “Leadership in hospitality requires a shared vision with the team and the ability to create an inclusive environment. The most critical traits are openness to new ideas, adaptability to challenges, and the humility to accept feedback or criticism.”
This mindset reflects the modern evolution of hospitality leadership—moving away from rigid structures and toward collaboration, trust, and continuous improvement.
Managing Conflict Through Calm, Objectivity, and Honest Communication
Conflict is unavoidable in a service-oriented industry, but Leslie sees it as an opportunity for growth rather than a setback. Her approach centers on patience and genuine understanding.
She explains, “Managing difficult team members takes patience, calmness, and objectivity. I try not to be easily swayed by negative attitudes but instead focus on understanding the root of the issue. Open communication and constructive dialogue are essential… sometimes conflicts require healthy confrontation to clear misunderstandings.”
Her leadership style avoids quick judgments. Instead, she prioritizes clarity, fairness, and honesty—values that help maintain strong relationships within diverse workplace settings.
Inspiring Teams by Empowering Them to Grow
For Leslie, inspiring exceptional performance begins with one principle: people can only give what they have. That’s why she invests in continuous learning—not just for herself, but for her team as well.
She shares, “I believe inspiration begins with empowerment. I encourage my team to continuously upgrade their skills through trainings, workshops, and seminars because we cannot share what we do not have.”
This approach motivates her team to take initiative, develop new capabilities, and feel confident in the value they bring to guests and the organization.
Leslie also emphasizes meaning and direction. “I constantly remind my team of our shared vision and objectives, aligning individual efforts with organizational goals.” When people understand the purpose behind their work, their performance naturally improves.
Her Leadership Style: A Balance Between Being Approachable and Being Firm
Leslie describes her leadership as grounded in trust, collaboration, and accountability. She encourages her colleagues to use their strengths, but she also understands that leadership sometimes requires firmness.
“My leadership style is rooted in empowerment and collaboration. I trust my colleagues to perform their roles, while guiding and supporting them as they use their strengths to benefit the organization. Over time, I’ve learned that effective leadership is about balance—being approachable and encouraging, yet firm when decisions must be made.”
This balance allows her to maintain structure while still nurturing a positive, people-focused culture.
The Leadership Lesson That Guides Her Every Day
Integrity, for Leslie, is the foundation of everything. It shapes her decisions, builds trust, and sets the tone for her entire team.
She explains, “The most valuable lesson I’ve learned is that integrity is non-negotiable. Transparency, accountability, and honesty build the trust that every strong organization relies on.”
But she also acknowledges a deeper truth: leadership isn’t about pleasing everyone. “Leadership is not about pleasing everyone—it’s about doing what is right with consistency and conviction. Some may not always agree with you, but staying true to your values… defines lasting leadership.”
These insights show how she leads with both strength and empathy, ensuring that decisions reflect the organization’s values and long-term goals.
Balancing Organizational Goals With Employee Well-being
Tourism and hospitality can be high-pressure industries, and Leslie acknowledges that the best leaders protect their teams from burnout while still delivering strong results.
She explains, “As a leader, I believe organizational success and employee well-being go hand in hand. By fostering open communication, collaboration, and shared responsibility, we create an environment where everyone feels valued and motivated.”
Her approach encourages a workplace where people perform well because they feel supported—not because they are pressured.
The Toughest Decision That Strengthened Her Leadership
Leslie’s biggest leadership test came when she had to choose between compassion and accountability.
She recalls, “One of the toughest decisions I’ve faced is finding the balance between empathy and accountability… Choosing to stand by principles even when it meant addressing difficult employee behaviors was challenging.”
Making that decision reminded her that real leadership requires courage. By upholding standards while still being compassionate, she proved that leaders can be both fair and firm.
A Leadership Philosophy Built on Empowerment, Integrity, and Purpose
Leslie’s experience shows that hospitality leadership is not about authority—it’s about people. It is about cultivating trust, strengthening teams, and guiding others with humility and clarity. Her leadership style proves that when employees feel supported, valued, and empowered, exceptional service becomes a natural result.
