What I learned about working in tourism and hospitality in Australia
Where it all started
My parents migrated from the Philippines to Saudi Arabia, where my siblings and I were born and raised. They were very family focused, so I grew up with a strong sense of family values, cultural diversity, and adaptability and this has shaped the way I see the world today.
After completing my bachelor’s degree in the Philippines, I began my career as an Events Coordinator at a 5-star hotel. Seeking greater growth, I returned to Saudi Arabia and after working as a Human Resource Administration Officer in a cosmetic clinic, I secured a position at Hyatt Regency Riyadh as a Rooms Administration Officer. I worked there for about three years gaining valuable experience in hospitality operations.
During the COVID-19 pandemic, the hospitality industry went through a severe downturn, so I decided to start my own baking business. This venture was where I developed a love of marketing. I joined a local fast-food chain as a Marketing Officer and strengthened my expertise in consumer engagement and brand development.
Coming to Australia
To move into senior roles, I knew I needed to improve my knowledge of business and hospitality, develop leadership, management and strategic skills, and equip myself with the right tools, mindset and a global outlook to succeed.
I migrated to Australia to pursue an MBA with a specialisation in Tourism and Hospitality Leadership at Kaplan Business School. Australia's multicultural environment made it easy to adapt and connect with people from different backgrounds, and its strong tourism and hospitality industry provided the ideal environment to gain practical experience and put my academic learning into practice.
Joining W Melbourne
During my MBA, I worked part-time as a Front Office Agent at the Marriott Hotel. I was later promoted to Reservations Supervisor at W Melbourne – where I work today.
My responsibilities include managing enquiries, checking arrivals, processing payments, and ensuring that every guest receives a seamless luxury experience. I also coordinate with the operations team to streamline processes and prevent potential issues, helping to minimise guest complaints and ensure smooth stays.
My role is both challenging and rewarding. Challenging because it requires attention to detail, strong communication and problem-solving skills, and rewarding as I get to directly contribute to a high-quality guest experience.
Me (front row, second from the left) and my colleagues at the W Melbourne Hotel, 2025
Why I chose tourism and hospitality as my career
Since I was a teenager, I have enjoyed hosting gatherings, taking care of others and making sure everyone felt comfortable and satisfied. I find it rewarding to create memorable experiences for people so that's why I chose to work in tourism and hospitality. It is a dynamic and people-focused industry, full of opportunities across diverse career paths and aims to create meaningful experiences for guests.
My first shift experience
I remember my first shift experience being both exciting and nerve-wracking. During my first few check-ins, I was completely focused on following the hotel's standards and procedures correctly because I didn’t want to miss any steps. Because of this, my interactions with the guests felt quite transactional. I was concentrating more on the process than on the guest experience.
My supervisor advised me to try creating casual conversations with guests to make the interaction feel more welcoming and personal. I started doing this by asking simple questions and engaging with guests more naturally. Over time, the conversations became more authentic and less scripted, which helped me feel more confident and allowed me to create a warmer and more genuine guest experience.
Key lessons I’ve learned
1. Every guest is different
At the beginning of my career, to perform my role effectively, I thought that following hotel standards and policies would be enough, but I soon learned that hospitality goes beyond simply following procedures.
One of the most important lessons I’ve learned is that every guest has different expectations and preferences. What works for one guest may not necessarily work for another and what may seem like a small gesture to one person can mean a lot to another. This helped me understand that true hospitality is about being attentive, adaptable, and understanding individual guest needs. Each day brings new situations, feedback and opportunities to learn.
2. Quality over quantity
In hospitality, it’s not about doing many things quickly, but about doing things well. Providing quality service and meaningful interactions often creates a more memorable experience for guests.
3. Attention to detail
Small details can make a big difference in a guest's experience. Simple gestures and remembering preferences can elevate the overall service.
4. Handling difficult situations professionally
Not every situation is easy, but maintaining professionalism, patience and empathy is essential. Listening carefully and resolving issues calmly can turn a negative experience into a positive one.
5. Guest needs lead to guest satisfaction
Understanding and anticipating guest needs is key to ensuring satisfaction. This, at times, means noticing what the guest needs before they ask. When guests feel heard, valued, and taken care of, they are more likely to leave with a positive impression.
A little more advice
Put your heart into your work and never stop learning. Don’t be afraid to ask questions, as this industry requires years of experience to master. You’ll meet different people every day, so developing emotional and cultural intelligence is essential for building strong relationships and providing excellent service.
Be accountable for your decisions and take initiative. Ask your colleagues how you can help to improve performance and strengthen collaboration.
Working in hospitality gives you the chance to make a meaningful impact by creating memorable experiences for others. As they say, once you enter hospitality, it’s hard to leave, and I mean that in the best way.
In the future
In five years, I want to advance into a managerial role within the hospitality industry. I want to continue growing my skills, leading teams effectively, and contributing to exceptional guest experiences.
Connect with Lara
Learn how to drive innovation in the tourism and hospitality industry with our MBA (Hospitality & Tourism Leadership)*, and discover the benefits of studying business in Australia.
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