The hospitality industry requires a range of skills that are essential to providing excellent service and creating positive customer experiences. And while many such as customer service and problem-solving are consistently important to master, the way in which we do things is changing. Technology, data collection and changing expectations from both customers and employees mean that we must be constantly learning and adapting in order to be successful.
Whether you work in the industry already or are considering it as a career path, these are some key soft skills to be aware of:
Communication: Excellent communication skills are essential in hospitality, as employees must communicate effectively with guests, co-workers and management. This includes both verbal and non-verbal communication skills, active listening and the ability to adapt communication style to different situations. These days, being able to professionally communicate online is essential as well, as meetings, trainings and even interviews may be held via video calls.Customer service: Providing excellent customer service is the cornerstone of hospitality, and employees must be able to anticipate and meet the needs of customers, handle complaints and feedback and create a positive customer experience. Understanding the user experience is important; putting yourself in the shoes of your customer will help you to troubleshoot any current or potential issues.
Learning mindset: Though some aspects of hospitality roles may seem repetitive, they are done in a constantly changing environment and in an industry which is always evolving. Being an active learner who seeks out new skills will help you keep up with digital disruptions, new technologies and changing customer demands; this will not only help you be more successful in your role but make you more desirable in the job market.
Problem-solving: Hospitality employees must be able to think on their feet and solve problems quickly and effectively. This includes anticipating potential problems, identifying root causes, and implementing solutions that satisfy the customer.
Adaptability & resilience: The hospitality industry is fast-paced, and employees must be able to manage multiple tasks and responsibilities simultaneously. This includes prioritizing tasks, managing time effectively, and maintaining focus and composure under pressure.
Teamwork: Collaboration and teamwork are essential in hospitality, and employees must be able to work effectively with others to achieve common goals. This includes being supportive of colleagues, communicating effectively and working respectfully with diverse teams.
Critical and analytical thinking: We have an ever-growing collection of data at every touchpoint, which should be used to improve both customer experience and business practices. Being able to collect and analyse information objectively will better inform decision making, support innovation and improve consensus amongst the team.
Emotional intelligence: In hospitality we both serve and work with people with a variety of backgrounds, opinions and goals, and customer satisfaction must always be a priority in everything we do. Emotional intelligence is increasingly a key skill looked for in the industry, as leaders and team members who understand both themselves and those around them lead to better results. Conflict-management skills are also essential, as the ability to resolve disagreements is important to keep operations running smoothly.
Don’t be discouraged if you feel that you are lacking in any of these skills. Most of us will naturally excel in certain areas and need to work on others; this is entirely normal. Part of a career journey is continuous learning and growth, whether you are seeking a promotion or trying to be the best you can possibly be in your current role. By developing and honing these key skills, you can excel in the hospitality industry and effectively work with your team to provide exceptional service.