Hospitality, as we all know, is a service industry that requires a combination of both technical skills and soft skills to excel. However, research has shown that the success of individuals in this industry is primarily based on their ability to deliver excellent customer service. This is why hospitality is considered to be 80% Soft Skills and 20% technical skills.
Soft skills are a set of non-technical, transferable skills that are related to an individual’s personality, attitudes, and behaviors. Soft skills are essential for personal and professional development, as they enable individuals to work effectively with others, manage themselves, and navigate through different situations in life. They play a significant role in shaping an individual’s success in their career and personal life.
In the hospitality industry, soft skills include attitude, etiquette, listening, communication, empathy, problem-solving, time management, teamwork, adaptability, and emotional intelligence. These skills are essential because they are directly related to customer satisfaction and loyalty.
For instance, a hotel with excellent facilities and technical expertise but poor customer service is likely to receive negative reviews, lose customers, and eventually shut down. On the other hand, a hotel with average facilities and technical expertise but excellent customer service is likely to receive positive reviews, gain loyal customers, and remain profitable.
Soft skills are not innate abilities; they can be taught, practiced, and developed over time. This is why it is crucial to teach hospitality students soft skills during their training. Soft skills training can be incorporated into the curriculum, through soft skills centric online programs, workshops, seminars, and practical exercises.
By teaching soft skills, students are equipped with the necessary tools to interact with guests, manage conflicts, and deliver excellent customer service. Soft skills training also enables students to develop leadership skills, which are necessary for supervisory and managerial positions in the hospitality industry.
To excel in the hospitality industry, it is essential for students to prioritize mastering soft skills, as they account for 80% of success in this field. Pursuing a soft skills certification can help students demonstrate their competency and stand out to potential employers. While technical skills are undoubtedly important, they are not enough on their own. By prioritizing soft skills training, hospitality students can prepare themselves for a successful career and thrive in their workplace.