In the tourism and hospitality industry, success is often measured by the experiences people remember long after their trip or meal is over. But according to hospitality professional and educator Gary Torreon, Certified Hospitality Professional, what truly defines great service goes beyond operational excellence or technical skills.
“It’s not just the product or the place that people remember—it’s how we made them feel,” he says.
For Torreon, this philosophy has shaped a career that spans more than two decades in the coffee and hospitality industry before transitioning into the academe. Today he serves as Program Chairperson of the Bachelor of Science in Hospitality Management (BSHM) at Bohol Island State University–Candijay Campus while continuing doctoral studies in business administration.
His journey—from global coffee ambassador to educator—offers lessons about leadership, mentorship, and the evolving skills needed to succeed in hospitality.
The skills that define hospitality professionals
According to Torreon, professionals in tourism and hospitality must develop a combination of technical competence and human-centered skills.
While operational knowledge is important, the professionals who thrive are those who demonstrate adaptability, strong communication abilities, and a deep commitment to service.
“Success in the tourism and hospitality industry relies on adaptability, communication, and a strong service orientation,” he explains.
His international experience helped reinforce these lessons. During his time with Starbucks in Saudi Arabia, Torreon served as Country Coffee Ambassador, representing the country in the International Coffee Ambassador’s Cup for the Europe, Middle East, and Africa region.
Through conducting coffee seminars and training programs under the Starbucks Coffee Master Program, he learned that excellence and consistency are essential to maintaining strong hospitality brands.
At the same time, cultural intelligence—understanding people from different backgrounds and experiences—became equally important.
Learning through experience and mentorship
Torreon believes staying competitive in the hospitality industry requires a combination of real-world experience and continuous education.
During his time at Bo’s Coffee Philippines, he conducted nationwide store audits to ensure that outlets complied with strict quality and service standards. The role required evaluating operational performance while helping teams maintain consistency across locations.
The experience proved particularly meaningful during a major milestone for the brand: the launch of its 100th store.
The training he received from senior leadership also shaped his understanding of operational discipline and quality management systems.
Mentorship, he says, played a crucial role in his professional development.
Guidance from experienced industry leaders helped him understand not just what to do—but how to do it effectively.
Today, he combines that practical experience with academic work while pursuing a Doctorate in Business Administration.
From industry to the classroom
After more than two decades in the coffee and service industry, Torreon made a significant career transition: moving from operations and training into higher education.
The shift required translating real-world industry knowledge into academic frameworks that align with learning outcomes.
“It meant translating operational knowledge into academic language while keeping real-world relevance,” he explains.
Fortunately, the depth of his industry experience became an advantage in the classroom.
Examples drawn from international competitions, quality audits, and training programs now serve as case studies for hospitality students preparing to enter the workforce.
His dedication to hospitality education has also been recognized nationally. Torreon has been honored for four consecutive years as a National Awardee for Hospitality Educators of the Year, a recognition that reflects his commitment to developing future professionals in the industry.
What makes a standout hospitality professional
In Torreon’s view, the best hospitality professionals combine operational competence with emotional intelligence.
During his years training baristas and auditing store operations, he observed that the employees who progressed fastest shared several common traits.
They were proactive, humble, coachable, and deeply committed to serving customers.
Technical skills matter, he explains, but character and attitude often determine who becomes a long-term leader in hospitality.
Leadership through mentorship
Leadership in hospitality, Torreon says, requires empathy, patience, and the ability to mentor others.
Throughout his career—from leading training programs at Starbucks to auditing operations at Bo’s Coffee—he focused not only on evaluating performance but also on coaching teams to improve.
“Leadership in hospitality requires patience, adaptability, and modeling best practices consistently,” he says.
This mentorship-focused approach continues today in his role as an educator and as Regional Director for Central Visayas of the Alliance of Hospitality Movers of the Philippines (AHTOMP).
His leadership philosophy emphasizes helping others grow rather than simply directing them.
Resolving conflict through communication
Like any service industry environment, hospitality organizations must sometimes address workplace conflicts or performance issues.
Torreon believes these situations require structured feedback and open communication.
During his time at Starbucks, leadership culture emphasized coaching conversations and accountability. At Bo’s Coffee, structured audit feedback mechanisms helped teams understand where improvements were needed.
He continues to apply these principles today—both in the classroom and in leadership roles—by encouraging dialogue and constructive feedback.
Inspiring teams through purpose
For Torreon, motivation begins when people understand the purpose behind their work.
Whether training baristas or guiding students, he emphasizes connecting everyday tasks to a broader mission.
“When people understand how their role contributes to something bigger, they perform at their best,” he says.
In hospitality, that mission often centers on delivering meaningful experiences for customers.
The evolution of leadership
Torreon’s management style has evolved significantly over the years.
Early in his career, he focused heavily on systems, procedures, and operational results.
Over time, mentorship and leadership experience taught him to adopt a more transformational and collaborative approach.
Today he emphasizes listening, empowering others, and aligning team goals with individual development.
As an academic leader and regional industry advocate, he now focuses on helping educators and hospitality professionals grow within a shared vision.
Lessons from leadership
Looking back, Torreon says several leadership lessons stand out.
Mentorship multiplies success. Standards matter. And the way leaders deliver expectations often matters just as much as the expectations themselves.
From international coffee competitions to national operations audits and academic leadership roles, he has learned that leadership ultimately means lifting others to reach higher standards.
Preparing for the future of hospitality
As the tourism and hospitality industry continues to evolve, Torreon believes professionals must invest in both education and real-world experience.
Training programs, mentorship, industry certifications, and participation in professional associations help individuals remain competitive in an increasingly globalized field.
But beyond credentials and skills, he believes one principle remains timeless.
Strong relationships and genuine human connection will always be at the heart of hospitality.
Because in an industry built on service, the experiences people remember most are not just the places they visit—but the people who made them feel welcome.
