In hospitality, the difference between a manager people follow out of obligation and a leader people follow out of respect often comes down to one skill: balancing authority with empathy. It’s a blend of firmness and understanding that keeps teams motivated while still meeting the demands of a fast-paced, people-driven industry.
“Leaders must be able to portray an approach that balances authority and empathy,” says Deborah Charisse Jagodilla, Certified Hospitality Professional. “The service industry is a labor-intensive industry therefore it is indicative for a leader to understand his or her role as a goal-oriented person and at the same time a ‘human person.’”
Lead From the Ground Up
Jagodilla applies what she calls a “bottom-up approach” to leadership. “I would like to understand the situation of my team by being in their shoes,” she explains. In a sector where front-line employees deal with demanding guests, unpredictable schedules, and constant problem-solving, this perspective allows her to connect with her team on a personal level.
By starting with their point of view, she earns trust and encourages open communication. This is especially important in hospitality, where quick decisions and seamless teamwork can make or break the guest experience.
Handle Conflict Professionally
Hospitality teams often operate under pressure—handling long shifts, tight deadlines, and high guest expectations. When conflicts arise, Jagodilla takes a calm, professional approach. “I always come to terms with a difficult member(s) in the workplace by setting aside my prejudices and give each other the time to settle the dispute by professional negotiations on what should work or not.”
Rather than labeling someone as “difficult,” she focuses on understanding the root of the issue and working toward a solution. This keeps relationships intact while ensuring the team can function effectively.
Pro tip: In hospitality, conflict resolution isn’t just about solving a problem—it’s about preserving the team dynamic so service quality never suffers.
Recognize and Motivate
The service industry can be physically and emotionally demanding. Jagodilla makes recognition a priority. “Words of appreciation, gratitude, and encouragement will help people to get motivated even in stressful conditions in the workplace.”
Recognition doesn’t have to be elaborate. A simple “thank you” or acknowledgment of a job well done can lift morale and strengthen commitment.
Remember You’re Leading People, Not Machines
“It is not easy to get things done in the organization therefore I take each day as one step-at-a-time; remembering that I am working with people not robots,” she says.
Her leadership style is about setting clear expectations while understanding that employees are individuals with their own challenges. She ensures responsibilities are defined, encourages accountability, and maintains a supportive environment.
Lesson: Great hospitality leaders don’t see authority and empathy as opposites—they use both to create teams that are productive, loyal, and driven to deliver exceptional service.
