Importance Of Soft Skills In Hospitality Industry

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Soft skills are synonymous to "people skills." The term describes these personal characteristics that specify a high level of emotional intellect, one’s technical skills may get him in the door but, people skills are what open most of the doors for him. The work ethics, attitude, communication skills, emotional intelligence and a whole lot of other personal characteristics are the soft skills that are very important for career success. (Mindtools.com, 2016). These are widely applicable across job titles and industries. It 's often said that hard work will get you an interview but you need soft skills to get a hold on the job. (SearchCIO, 2016). The hospitality industry is one of the most growing industry in today’s time, it takes practical experience…show more content…
Soft skills play a vital role in hospitality industry, where employees are continuously dealing with customers face-to-face and strong social skills are very essential for creating a positive guest experience. (Hou, 2014) One of the most essential soft skill is adaptability. An employee with this attribute has the ability to work in every situation equally well and change from one situation to another with ease and grace. The ability to be tactful and respectful even when there are discrepancies is also a key soft skill. This skill requires the employee to maintain a professional tone and demeanor even when frustrated. Also listening skill and communication skill goes hand in hand, only by having a keen interest in listening, a communicator can become a good speaker. Most people fail to communicate because they do not listen to the views others. Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. There are a few hotels that spend a large amount of money on training their staff just to interact with the guests. Good communication skills is an art and not a normal skill so one should consider training to increase staff skills. Excellent communication skills increase guest experience as it conveys that you are listening to your guests, valuing their response and passing on clear messages. Apart from interacting with the guests, your staff should know how to compose messages. Great relational ability skills will impress your guests which will further prove advantageous to your hotel business. The best way to a successful communication is to observe your guest’s own communication style and to reply accordingly. For instance, when you are dealing with a guest, you may notice that some guests like to talk less and others may be interested in discussing any topic. So observe your guests and act likewise as it is vital to think how you address your guest or deal with their complaints. McDonalds has recently
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