Essential Soft Skills for Hospitality Managers & Professionals
Hospitality management is a highly gratifying profession in which you may establish yourself as a worldwide name while providing significant positive experiences for people from all over the world. To get as far as possible, it’s important to have a blend of developed hard skills and nurtured soft skills.
Personal communication skills, social abilities, language abilities, character qualities, attitudes, career characteristics and emotional intelligence quotients are just a few examples of soft skills. It can also be used to describe the personality traits and interpersonal skills that distinguish one person’s interactions with others.
I. The soft skills needed to succeed in hospitality management
“86 per cent of the essential skills for hospitality managers are soft competencies.”
The ability to interact with others effectively and independently is one of the most important skills you can have in your professional life. In this article, we’ll look at some ways that taking classes or obtaining mentorship may not be as beneficial as it seems—particularly when it comes to soft skills. Real-world experience is a huge help when it comes to
Some of the most important qualities of a good hospitality manager are leadership and collaboration.
According to research by East Carolina University, hospitality managers have several soft skills in common:
- Team leadership,
- Coaching,
- Problem solving,
- Influence.
Team leadership is the ability to build a rapport within a team. Managers must figure out how to win the confidence of their team through listening, cooperating, and, at last, building a good team atmosphere. Although large hospitality firms have numerous departments with different goals, it is critical that managers be able to promote cooperation, collaboration, and communication in order to satisfy and exceed the demands of consumers.
The term “coaching” refers to the acquisition of skills. Hiring hospitality managers can help team members enhance their skills and job happiness through training, performance evaluation, accolades, and motivation. The importance of the manager in equipping new workers with the necessary talents and retaining competent personnel is critical in the field of hospitality and tourism, where employee turnover is above average.
Thinking on your feet is crucial to problem solving. Hospitality is a service-based business that heavily relies on customer and staff perceptions. That implies delivering the greatest possible outcomes while maintaining a calm demeanor. Facing difficulties head-on, determining how well you performed and what could be improved in the future, requires practice and a can-do attitude.
Influence is similar to leadership. It implies having the ability to mold employee behavior and performance through continuous mutual feedback. Effective managers have a clear vision of the bigger picture and are able to give as well as accept feedback in order to achieve the greatest results for the entire business. It’s crucial for a manager with clout to set a good example by demonstrating excellent time management and self-mot
II. Other soft skills needed to succeed in the hospitality industry in general for managers, supervisors and team members
To be successful in the hospitality sector, you’ll need a unique set of abilities. After all, the goal of hospitality is to offer exceptional service and leave clients with a grin on their faces, which isn’t always an area where everyone excels.
To assist you determine whether you have what it takes to succeed in this industry, we’ve compiled a list of the essential qualities required.
Here are the top soft skills needed in the hospitality industry.
Customer service skills
It’s worth noting that, while a hotel or restaurant may seem to be an easy target for price erosion due to high transaction costs, it should never be forgotten that it’s the consumer who pays the salaries and other expenses that allow a hotel or restaurant to stay profitable and invest in its infrastructure. As a result, employees and managers must succeed in satisfying
Networking skills
Networking is one of the most important talents required in the hospitality sector. Unlike many other industries, networking in this area is not about job-hopping; it’s about gaining repeat business from clients. In the long run, developing a loyal client base that likes to return to the hotel/restaurant/tour will help you advance in
Of course, it’s also crucial to be able to show employers that consumers are returning as a result of the connection they’ve formed with them. During job interviews, learning how to speak with language that employers appreciate, such as ‘client relationship management’ and ‘guest relations,’ can help you get hired.
Communication skills
In most sectors, exceptional communication abilities are highly prized, and the higher up one goes in the hierarchy, the more essential they become. Each day in the hospitality and tourism business may include meetings with people from a variety of backgrounds, ages, nationalities, and temperaments. As a result, it’s critical to be able to communicate effectively while also being able to adapt to a variety of different cultural, societal, and personal preferences.
Team building skills
A team player is a person who makes a concerted effort to ensure that the entire work group succeeds. A successful candidate will have qualities such as being goal-oriented, willing to learn from experience, respecting others’ opinions, and being receptive to ideas.
An effective team player will also possess key leadership abilities, such as having vision and being able to motivate group members toward achieving common goals. Team building skills are required in order to create a successful work environment where staff members feel appreciated for their efforts, talents, time spent at work, and opinions offered.
Flexibility skills
In comparison to other jobs, many hospitality and tourism professions entail working odd hours such as evenings and weekends. It’s also critical to be able to shift between activities quickly in case something goes wrong. As a result, flexibility is a must-have for success in the hospitality and tourism business.
Organizational skills
In the hospitality and tourism sector, good organizational abilities are a must. Given the need to multitask and react to unexpected requests, it’s important to have an organizational structure in place so you can complete daily tasks in an organized manner. One piece of advice: make a checklist of everything that has to be done each day before you start your day.
Language skills
Speaking another language brings a lot of advantages in the hospitality sector, one of them being that it increases one’s worth as an employee. It is more advantageous to speak clients’ languages since it allows for a closer relationship with them, which translates to higher customer loyalty and satisfaction.
Commitment
It may seem obvious to state, but many young people enter the hospitality industry with a positive attitude but do not understand how difficult the work is and as a result become bored quickly. Individuals who do not recognize that their responsibility is to keep customers delighted at all costs will never advance beyond entry-level positions.
Can-do attitude
It is critical for hospitality employees to be ready to face difficulties in the workplace, regardless of how tough they may appear. Resolving a difficult situation for an employer raises one’s chances of getting a raise or promotion at work. Instead of being negative, exude enthusiasm for one’s career and people will respect you more.
Multitasking skills
Employees who are able to fulfill numerous responsibilities in a hospitality or tourism company may help their employers believe they are irreplaceable. It’s critical to be able to handle several activities at the same time while finishing each task given. As a result, multitasking is one of the most essential talents in this sector. Working on the side while studying might provide
Cultural awareness
Hospitality and tourism businesses are more likely than most to interact with clients from many nations and cultural backgrounds. To establish a lucrative profession in this sector, it is critical to be culturally aware as well as able to transcend one’s own cultural norms.
Customers’ beliefs, perceptions, and values may not always correspond, so it’s critical to break free from cultural boundaries. It’s critical for customers to be culturally aware since this helps them feel at ease and at home in their surroundings. The intention is to satisfy their requirements and wants in order to convert them into repeat clients.
Empathy and emotional intelligence
The future of the hospitality and tourism industry is unquestionably in digital transformation, but this does not imply that the sector will become impersonal. In fact, investing in human resources is critical to coming up with innovative solutions in an ever-changing world. People influence an organization’s success, and if this holds true across all sectors, it is even more vital in the hospitality and tourism industry.
To succeed as a hospitality worker means embracing a strong sense of empathy, since this helps one understand customers’ requirements and expectations better. Empathy is critical to finding the best solutions to address clients’ needs and wants. A deeper understanding of their needs can lead to longer-lasting relationships with them, which contributes to a business’s longevity and success.
Perseverance and adaptability
For many people, the hospitality industry is not appealing in any way. Hospitality employees often work long hours under considerable pressure to keep clients pleased at all times. However, their efforts are often unappreciated by those who do not understand how difficult it can be to satisfy people 24/7.
The hospitality and tourism sector requires workers to be adaptable and never give up when facing hardships in their work. Rather than becoming discouraged, they should embrace the challenge and become more creative in order to find a solution for every problem that arises. If employees quit too easily, their careers won’t advance beyond entry-level positions.
Stress and time management
Hospitality management entails handling a hefty workload while operating at a quick pace. When you’re asked to accomplish several things in quick succession, you have to get used to the stress. However, it’s also important not to let your workload become unmanageable in order to avoid counterproductive results.
Time management is critical for hospitality employees since they are often given new tasks while others are already on their plates. Applying effective time management skills will allow them to accomplish everything assigned without becoming overwhelmed by stress.
If you’re planning to become a hospitality worker but lack the multitasking skills, cultural awareness, empathy, adaptability, and time management skills required for this sector of employment, it’s not too late to acquire them before looking for work in this industry. These are some of the most important qualities that employers look for in this industry, so make it a priority to develop them if you want to stand out from the crowd.
Active Listening
Hospitality skills such as active listening are critical to your success. When you pay attention to a customer and actively listen to them, you can not only figure out what they need, but also show that you understand them and will act on their behalf. You may make clients happy, develop loyalty, and earn accolades by resolving an issue for them.
Remember, first and foremost, don’t assume you understand what someone is saying. Allow them to complete their statement before you ask a question. Make eye contact and keep an eye on their body language. Can you imagine how they feel? Then consider how you may help things improve.
Positive Attitude
You’ve undoubtedly been in the proximity of someone who’s in a terrible mood, how quickly the noxious fog can spread to consumers and coworkers alike. You’ll discover that you’re a pleasure to be around if you keep your spirits up. Customers or workplace bonuses complimenting your positivity, and the gratitude received from them will make you appreciate your workplace even more.
Customer service is a job that requires a positive attitude to do well. In the world of high-volume sales or food-service, where customers often face long lines or short tempers, being able to provide a pleasant experience for clients can mean going above and beyond to ensure they come back to your business time and again.
Taking in Criticism
The customer isn’t always right, but you owe it to your employer and yourself to deliver the best care possible. When a client or guest tells you their complaint is valid, consider what they have to say with an open mind. Thank them for bringing the matter up and be confident that you can provide better service in the future.
If a customer complains and it’s not in your control, apologize and let them know that you can speak to management or whomever is responsible for making changes. Sometimes, the customer may be in the right, but there’s nothing you can do about it at the moment. In this scenario, thank them for their time and ask if they would like a partial or full refund for their troubles.
Behavioral Skills
No conversation is complete without body language, and hospitality workers need to be proficient at reading signals such as customer anger or discomfort. It’s important to learn the best practices for dealing with clients who are angry or frustrated so that the situation doesn’t escalate.
If you lack interpersonal skills, consider taking a course in hospitality management so you can learn the ins and outs of customer service. Practicing your skills often will help as well.
Hospitality employees who work with clients or customers directly will benefit from proper time management strategies that allow them to balance their priorities at work against those outside of the workplace. What’s more, they’re more likely to be successful if they have a positive outlook and an attitude that makes them a pleasure to work with.
Employers look for individuals who can multitask, adapt easily, show empathy and understand the needs of others. If you want to excel as a hospitality worker or in customer service, show employers that you have what it takes by developing good interpersonal skills.
Motivate Others in all you do
Make sure that your management style reflects these non-technical skills when you take on the responsibility of a hospitality manager. Communicate clearly with your team, have a positive vision for the future, and try to influence others in all you do.
Work Ethic
Whether you’re a front-of-house manager or a dishwasher, you’ll have to work hard if you work in the hospitality sector. It’s likely that you’ll be on your feet for most of the time, working long shifts with little return – all while maintaining a pleasant and nice attitude in front of guests. As a result, if you want to succeed, you’ll have to work even harder than those around you.
Additionally, if you’re a hospitality worker, your workplace is likely to be an extremely busy one. In order to ensure that everything runs smoothly from behind the scenes, there’s a good chance that you’ll need some experience as a manager or supervisor – and this means that you’ll need to show your employer that you can keep a cool head and make decisions under pressure.
Professionalism
Most employers in the hospitality industry rely on their customer-facing staff to uphold the reputation of their brand; therefore, it’s important that, at all times, you remain highly professional.
It usually entails making sure you look neat and well-groomed, that you arrive on time for your shifts, and that you are not doing anything wrong, such as smoking outside the main entrance or failing to wash your hands before handling food. It also means maintaining a level head and avoiding getting angry when interacting with an irate or enraged consumer.
Hospitality work is not an easy job, but if you’re passionate about what you do and have the right combination of non-technical skills, it could be just what you need to secure a fulfilling career that will reward your efforts.
Professionalism has its place in every workplace. As a hospitality worker or customer service representative, there is no room for unprofessional behavior.
If your good attitude and interpersonal skills aren’t enough to sway a disgruntled customer, consider using professionalism as another way to diffuse the situation. This may involve offering an amenity like a discounted meal or drink, having the manager handle the problem and ensuring that you remain unfazed by angry outbursts or profanity.
Good etiquette in the workplace is important, so if you have to provide an apology after a mishap occurs, do so in a timely fashion. This means being honest and saying what happened without any excuses or embellishment so that no one’s time is wasted when the problem has been addressed.
Learn from the best
One of the most effective ways to gain soft skills is by spotting them in others and learning from their approach. Observe how managers at different levels interact with their team, and how they deal with conflict. You can discover a lot about someone by watching them work – just be sure not to be too obvious about it!
It’s also important to ‘walk a mile in their shoes’ and get a feel for what it might be like to manage at the level you aspire to, so take some time out of your day job to take on extra responsibility. For example, if you work in front-of-house and want to develop your management skills, try working in a restaurant for a couple of shifts so you can get a feel for what it’s really like on the other side.
Soft skills will have a bigger impact on your career than hard skills, according to statistics. Hard skills, on the other hand, have an influence of only 15% on job success. Yet employers choose to focus professional development spending on hard skills rather than soft ones! You will outperform your competitors by taking soft skill development seriously and continuously striving to improve your non-technical abilities.
The first step to improving your soft skills is learning how to improve your self-awareness and understanding, and this can be done by participating in a personality assessment . For instance, the Keirsey Temperament Sorter could help you to understand what makes you tick at work, which will allow you to communicate more effectively with those you manage.
In conclusion, the hospitality and tourism sector is a promising one. There is a shortage of qualified professionals in this field since it covers a broad range of sectors including food service, travel, events management, recreational facilities, tourism, etc. The future of hospitality employees can be bright if they take advantage of their potential and become experts at multitasking, being culturally aware, possessing empathy and emotional intelligence, and being perseverant.
