INTERVIEWS: The Power of People-Centered Leadership in Hotel Operations
From an aspiring flight attendant to a dedicated hotel leader, the journey of Privato Hotel
Quezon City’s Operations Manager, Miss Kimberlyn Padilla, is a testament to growth, resilience, and the power of embracing new opportunities. In this exclusive feature interview, discover how firsthand experience, people-centered leadership, and a passion for genuine hospitality have shaped her career and contributed to the hotel’s commitment to exceptional guest experiences. Her story offers valuable insights and inspiration for the next generation of hospitality professionals.
I. Career Journey and Professional Growth
1. What inspired you to pursue a career in the hospitality industry?
Honestly, working in a hotel wasn't my first choice. I am a Tourism Management graduate from CEU Manila, and I initially dreamed of becoming a flight attendant because I wanted to travel the world and experience different cultures.
However, during my career training in the US in 2018 as a Front Office Agent at Holiday Inn Express, I developed a strong interest in the hospitality industry. I realized that I enjoyed interacting with guests, learning the different aspects of hotel operations, and creating positive experiences for people from all walks of life. That experience inspired me to pursue a career in hospitality instead.
After completing my training, I joined Privato Hotel Quezon City in 2019 and have been with the property ever since. Looking back, my career path took a different direction than I originally planned, but it led me to an industry that I genuinely enjoy. The hospitality industry has given me opportunities to grow professionally, build meaningful relationships, and make a positive impact on the people I meet every day.
2. What key experiences, mentors, and career milestones helped you become an Operations Manager?
Becoming an Operations Manager was not something I initially envisioned for myself. When the position was first offered to me, I was very hesitant because I felt I was not yet ready to handle the responsibility of managing an entire hotel. I was comfortable in the Front Office department and genuinely enjoyed my role there.
However, my superiors and colleagues believed in my potential and encouraged me to take on the challenge. Their trust and mentorship gave me the confidence to step out of my comfort zone and grow professionally.
My journey started as a Front Office Agent, then progressed to Front Office Supervisor, and eventually to Operations Manager. Each role taught me valuable lessons about leadership, teamwork, problem solving, and guest service. One of the biggest challenges was learning to make decisions that affect not just one department, but the entire hotel operation.
Even today, after two years as an Operations Manager, I continue to learn something new every day. Hospitality is a dynamic industry, and every challenge presents an opportunity to grow.
One principle I always live by is that you never truly learn something until you experience it firsthand. That mindset has helped me embrace challenges and continuously improve both as a leader and as a hospitality professional.
3. What skills and experiences are essential for aspiring hoteliers who want to progress into hotel operations leadership?
I believe the most important skills for aspiring hoteliers are leadership, communication, adaptability, and a genuine understanding of hotel operations. However, these are not things you can learn from a textbook alone. They are developed through experience.
If you want to become an effective leader, you first need to experience being a team member. Understanding the challenges, responsibilities, and realities of frontline operations helps you lead with empathy and make better decisions.
My own journey from Front Office Agent to Front Office Supervisor and eventually Operations Manager gave me valuable firsthand experience that continues to guide my leadership style today.
Hospitality is a people-oriented industry, so being willing to learn, adapt, and work alongside your team is just as important as technical knowledge. The best leaders are those who never stop learning and remain connected to the day-to-day experiences of their team members.
II. Leadership and Operational Excellence
4. How would you describe your leadership style, and how do you motivate your team to deliver exceptional guest service while meeting operational goals?
Want to read more?
Subscribe to discoveringhospitality.com to keep reading this exclusive post.
