This study explores the experiences of hospitality workers in Iloilo Province, Philippines. It focused on the dual impact of emotional labor on customer satisfaction and employee wellbeing. Using a qualitative approach, this research aimed to uncover the personal challenges and professional strategies hospitality workers employ to manage their emotions to meet customer expectations. This study is informed by Hochschild’s Theory of Emotional Labor. This theory encompasses both surface acting and deep acting. This study employed focus group interviews to gather in-depth insights. A total of 15 hospitality workers were selected through purposive sampling to ensure diverse roles and levels of experience with emotional labor in customer-facing roles. The inclusion criteria required a minimum of one year in customer service to allow participants to have adequate exposure to the demands of emotional labor. To support the qualitative findings, the Emotional Labor Scale (ELS) was used as a standardized measure. The scale added a quantitative dimension to assess participants’ tendencies toward surface and deep acting. Data were analyzed using NVivo software, which facilitated thematic coding and organization. This allows the researcher to identify key patterns related to emotional labor, customer satisfaction, and employee wellbeing. Findings reveal that while deep acting enhances customer satisfaction by fostering genuine connections, surface acting often results in emotional dissonance, leading to stress and burnout. Many participants cited coping mechanisms such as personal resilience strategies and highlighted the importance of management support in easing emotional demands. The study’s insights underscore the need for hospitality managers to implement support mechanisms such as training in deep acting and wellness programs. This ensures a balance between the demands of customer satisfaction and employee health. This research contributes to a deeper understanding of emotional labor in hospitality. The findings highlight the potential for more sustainable practices that support both service quality and worker wellbeing.