Communication Skills for Hospitality — page 1

HOSPITALITY

SKILLS:

Hospitality Industry

M I N R E A D

FOUNDATION FOR HIGH

EMOTIONAL INTELLIGENCE (EQ)

Communication Skills for Hospitality — page 2

Hospitality Hard skills

Hospitality Soft skills

Hospitality skills are the essential skills needed to succeed in hospitality or any

service

related industry

They include

These skills are specific to a function or necessary to accomplish technical

tasks

such as operating a reservation system

They are also called technical

skills

These are the social behaviors needed for the multi

cultural environments

typically found in hospitality businesses

and for delivering outstanding

customer experiences

According to the Institute of Hospitality

the world

’

s leading professional body for

hospitality professionals

the key to a successful career in the hospitality industry

is to be able to effectively utilize the hard skills learned and apply the organic soft

hospitality skills into your management style to be an extraordinary leader

The perfect combination of hard skills and soft skills would result in a team that

has vast industry knowledge to expertly perform their job tasks while also being

completely aware of their co

worker

’

s and client

’

s emotions and needs

In other

words

SUCCESS

WHAT ARE HOSPITALITY SKILLS?

By definition

emotional intelligence

also referred to as emotional quotient

(

the ability to recognize

understand

and manage one

’

s own emotions

while also

being able to recognize

understand

and influence the emotions of others

Since emotionally intelligent people are highly aware of their own emotions

they

can more easily identify and manage them

These types of people are also

typically sensitive to how others feel and what they may be experiencing

which

often makes them exceptional team leaders and co

workers

And while there is no scale for rating EQ

according to Psychology Today

the

concept of emotional intelligence is widely accepted by employers

with some

requiring emotional intelligence tests for perspective employees

based on

theories that those with higher emotional intelligence make better leaders and

team players

WHAT IS EMOTIONAL INTELLIGENCE (EQ)?

Communication Skills for Hospitality — page 3

Fortunately

EQ skills can be honed in on through training and education in the

institutions who put emphasis on group work

internships

and on

campus

hospitality outlets

which allow students to sharpen their interpersonal skills for

better emotional intelligence

Customer service skills

Job

related operational skills

Flexibility skills

Organizational skills

Networking skills

Multitasking skills

Cultural awareness

Awareness of environmental

social

and ethical issues

Creative problem

solving skills

Oral and written language skills

Active listening skills

Communication skills

Critical thinking skills

Self

awareness

Autonomy and life

long learning

skills

Commitment

accountability

and

can

do attitude

HOSPITALITY SKILLS LIST

Leadership skills

Data analysis and performance

measurement skills

Decision

making skills

Multi

cultural people

management

skills

Organizational design skills

Strategic development skills

Service marketing skills

Financial

analysis

and

budget

management skills

Real

estate management skills

Information Technology skills

Presentation skills

addition

skills

for

hospitality

managers include

READ

Want to be a hotel entrepreneur

Here is the list of hospitality skills you

need

Communication Skills for Hospitality — page 4

Low wages

Intimidation by advanced technology

Generational factors

Working in heterogeneous teams

Understanding cultures and designing memorable guest experiences

Working in a flexible and agile manner

Applying an entrepreneurial approach to problem

solving

While travel and tourism is up

the industry is facing a shortage of qualified people

to work in the hospitality field

Since the hospitality and tourism industry are all

about making people feel warm

welcome

and appreciated

it is crucial to have

qualified employees with a

“

people

pleasing

”

attitude that starts with your

relationship with co

workers and extends all the way through the customer

experience

To be successful in the industry

it is essential for employees to have the positive

personal interaction skills that are essential to their role played in the ever

changing business

The lack of qualified employees in the hospitality industry could

cost over

million jobs and an estimated

610

billion in loss of GDP

The skills gap as well as these issues in the hospitality industry are to blame

Causes for Hospitality Industry Labor Shortage

Due to the ever

changing industry

many new skills will be needed to excel in

hospitality related businesses in the future

These are among the skills that are

most lacking currently as the hospitality industry prepares for its future needs

As the number of tourists and guests grows

so do their expectations

which are

evolving rapidly

This means that better trained people with new soft skills and EQ

will be needed in the hospitality industry well into the future

Investing in an

education in the hospitality field is the best way to eliminate the skills gap

READ

The importance of soft skills in hospitality

THE SKILLS GAP IN THE HOSPITALITY INDUSTRY

Communication Skills for Hospitality — page 5

While soft skills and EQ may seem more like personal traits rather than business

ones

these are the precise skills needed to deliver outstanding customer

experiences in the multi

cultural environments typically found in hospitality

businesses

The demand for a better guest experience that exceeds expectations is not only

wanted but expected in hotels and restaurants today

To achieve this level of

experience

hotels will need to embrace innovative new programs and technology

that helps to create more memorable experiences for guests

In fact

recent research indicates that the guest experience not only effected how

the customer felt in the moment

but the emotions involved during the time spent

at the business also played a huge role in their current behavior as well as future

actions

This means that employees with greater EQ skills will be better equipped

to offer an exemplary guest experience

READ

From Service economy to Emotion Economy

How the hospitality

industry is evolving

THE RISING NEED FOR EMOTIONAL AND

SOCIAL INTELLIGENCE SKILLS

The hospitality industry is changing

The number of tourists and guests is growing

while their

expectations are evolving rapidly

This means more people

new skills

Watch video

Communication Skills for Hospitality — page 6

While

hospitality

employees

obviously

need

have

traditional

service

competencies and hospitality hard skills

it is also essential to enhance their soft

skills to provide a positive

memorable guest experience

It is absolutely true that

an employee can make or break a situation

so personnel that are qualified are

necessary to provide that experience and do a good job of representing the hotel

or restaurant and its brand

According to Forbes

soft

skills

including

traits

empathy

emotional

intelligence

kindness

integrity

optimism

self

motivation

and resilience

are all

crucial for success

They also indicate that occupations that require these soft

skills will account for two

thirds of all jobs by

2030.

There is also more good news

for those that hire employees

as Forbes also indicates that hiring those with EQ

could potentially increase their revenue by more than

90,000.

Hospitality managers and employees with EQ skills can effectively focus on their

guests

’

needs and individual emotions to ensure they are more than pleased with

their time spent at their business

Since guests today require so much more than

just a meal or a room to stay in

it is imperative that their experience is enhanced

to provide positive emotions

which has been shown to significantly influence

retention rates

consumption patterns

and the overall guest experience

Since EQ is so important to the hospitality and service industry

the high skills gap

continues to be an issue as soft skills are in

demand

According to the World

Economic Forum

’

“

Future of Jobs Report

2020”,

the top skills that will be required

as we approach

2025

include soft skills such as critical thinking

resilience

stress

tolerance

and flexibility

These skills are so important that it is estimated that

almost

40%

of employees will require reskilling for at least six months to attain

them

READ

Boost your emotional and social intelligence skills

THE HOSPITALITY AND SERVICE

INDUSTRIES NEED EQ

Communication Skills for Hospitality — page 7

While a combination of hard skills and soft skills are needed for a successful

career in the hospitality industry

those with EQ skills soft skills often have greater

success than those with more technical hard skills like software knowledge or

mathematical aptitude

Since emotional intelligence is found to play such a significant role in the guest

experience and their satisfaction

hospitality soft skills will be looked at more

closely in the future by potential employers

The addition of personal skills to a

candidate

’

s resume or CV will be expected and demonstrating them during the

interview will be crucial for the hire

Learning EQ skills now is an excellent idea for those interested in a career in

hospitality

Not only will these skills make you a prime candidate for the job but

will also lay the foundation for a successful career in the industry

Find out what employers are looking for on a hospitality CV

then make your

resume shine by updating your list of skills to impress industry employers

ASSESSMENT OF HOSPITALITY SOFT SKILLS

IN THE FUTURE

Whether you plan to have a long career in the hospitality industry or are using a

position in the field as a stepping stone to other opportunities

the variety of skills

customer service knowledge

and EQ gained in the hospitality sector are

transferable and can be used in your personal life as well as in other career

industries

Employers are impressed with the skill set that hospitality students bring to the

table

which is obvious since half of the graduates of the world

s top hospitality

management school were hired by non

hospitality

oriented businesses that are

not guest related at all

Investing in an education in hospitality and on the job training in the industry can

open up a world of opportunities due to the variety of skills and experiences of

those who have excelled in the hospitality and service sector

HOSPITALITY SKILLS ARE TRANSFERABLE SKILLS

Student Resources

Boost your Career with 2 Top Swiss Degrees in Hospitality Management

Live

Learn in a former spa hotel with a boutique atmosphere

Discover

Communication Skills for Hospitality — page 8

Provide opportunities to practice teamwork and leadership

Incorporate opportunities for public speaking

Offer workshops that focus on specific skills

Encourage creative solutions

Opportunities to practice different roles

Since soft skills are one of the main qualities employers look for when

adding people to their team

the best hospitality management schools

focus on establishing and improving their teaching methods and

techniques in this fast

growing field

While some EQ skills come naturally

soft skills and emotional intelligence

can be taught

so students should seek a school that includes teaching

soft skills and EQ in their hospitality curriculum

Those seeking a long

term career in hospitality will gain the soft skills

needed in future career endeavors and will also have a plethora of

opportunities to practice and cultivate their new skills and abilities while

studying

Here are some of the ways to incorporate learning soft skills for

students to build EQ

With the ever

growing expectations of guests

the need for soft skills in

the hospitality workplace is increasing

Students at the best hospitality

schools will be prepared if they seek out ways to learn the nurturing soft

skills necessary to please guests and attract employers who know you

will be an asset to their organization

READ

Can soft skills be taught

Here is the answer

TEACHING SOFT SKILLS AND

EMOTIONAL INTELLIGENCE

Communication Skills for Hospitality — page 9

Knowing your strengths and weaknesses is a good way to assess

your hospitality soft skills

You can learn more about yourself by

asking for feedback from peers

management

and friends

Listen to

what they have to say and plan to make improvements based on

their opinions

It just may surprise you to find out that when it comes

to soft skills

people only have about

10%

of the skills they think they

have

This important insight from those close to you can be a great

way to discover what

“

people skills

”

need work

Discover if you have the right soft skills for the hospitality

industry

IDENTIFY YOUR ABILITIES AND POTENTIAL

Once you have acquired the training

skills

and knowledge to be

successful in the hospitality field

it is important to put that

knowledge to use

Your confidence

abilities

and competences will

become better through extensive practice which will reward your

attention

repetition

interest

and motivation with a successful

hospitality career

Your abilities

training

and dedication all work in combination to

create a successful career in the hospitality service industry

Practical experience will lead to a rewarding position that allows

you to excel as you continue to build your soft skills and learn the

industry

PUT IT IN PRACTICE

Research indicates that soft skills for the hospitality industry can be

improved with focused training interventions

Receiving expert

training and

or coaching in this area can provide you with

personalized feedback from industry experts to help you improve

your deficits

GET EXPERT TRAINING

Communication Skills for Hospitality — page 10

Acquiring soft skills to improve your EQ is always a work in progress and can

make you a better candidate for your dream job

Instead of the traditional way of

learning via books and relevant material

learning hospitality soft skills means

having to examine and analyze your personality and people skills

Leaders in the industry as well as hospitality professors at respectable hospitality

management schools

agree that those who are looking to excel in this field should

set out to improve these hospitality soft skills to better prepare themselves for a

service

oriented career

Customer service skills

Networking skills

Communication skills

Flexibility skills

Organisational skills

Language skills

Commitment

Can

do attitude

Multitasking skills

10.

Cultural awareness

Building and expanding your soft skills is important for a successful hospitality

career

no matter what specific path you choose

The combination of these people

skills and an education in hospitality from a reputable school are the tools you

need to build a solid reputation in the industry

READ

Top

hospitality and tourism soft skills

READ

How do you learn soft skills for hospitality

Discover our tips

TIPS TO LEARNING HOSPITALITY SOFT SKILLS

Communication Skills for Hospitality — page 11

essential customer service soft skills for team leaders

Frontline staff training

from customer service to entertainment

Top Benefits of Networking for Hospitality Industry Professionals

key reasons why

now

is the best time to start networking

Become a master of time management

Why you need verbal

non

verbal communication skills

How to improve communication skills in the hospitality industry

Top

free language learning apps

Language skills for an international hotel management career

Why are empathy skills are crucial for hoteliers

Only a manager with social skills awakens employee enthusiasm

Effective Leadership Skills

The Power of Self

Awareness

Importance of Teamwork in Hospitality Industry

at Plaza Athénée Paris

Why storytelling is a crucial hospitality skill

Discover a range of educational

useful

creative and fun resources to help you

improve your hospitality skills

READ

Ways To Have Fun While Learning Hospitality Skills

READ

biggest fails while learning Hospitality Skills

Customer service skills

Networking skills

Multitasking skills

Communication skills

Language Skills

Empathy Skills

Social Skills

Leadership Skills

Teamwork

Storytelling Skills

Hospitality Skills Education

A good way to get hospitality skills is through a hospitality educational program

EHL offers a Swiss Professional Degree

with a choice to take the Professional

Pathway to a Bachelor in International Hospitality Management to gain further

knowledge

hands

on experience and credentials

DEVELOP STRONG HOSPITALITY SKILLS WITH OUR

EXPERT RESOURCES

Communication Skills for Hospitality

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