Exceptional service rests at the core of the hospitality industry, regardless of whether you specialize in hotel operations or restaurant management. By mastering a core set of hospitality skills, you can transform into a dynamic professional who is a true ambassador of guest satisfaction. Combining your intuition with refined interpersonal skills and skills in hospitality will allow you to take your career to new heights.
The Heart of Hospitality: Essential Interpersonal Skills
The hospitality industry is a customer-facing industry, with hospitality professionals being required to work directly with their customers and clients on a daily basis. Whether you’re a hotel manager aiming to make guests’ stays exceptional or a restaurateur wanting to offer a fine dining experience, you need strong interpersonal skills to create positive customer experiences.
Communication: The Art of Connection
In the hospitality industry, communication is about more than relaying information to your guests and clients. Considered by LinkedIn to be one of the most critical soft skills of our time, communication requires you to truly connect with those around you. In the hospitality sector, you need to perfect both your verbal and non-verbal skills to understand the needs of your guests, resolve issues that arise and build rapport with your client base. Focusing on active listening can help you better understand the needs of your guests, and responding with empathy can help you foster a sense of connection that will lead to more positive experiences overall.
Empathy: Putting Yourself in the Guest’s Shoes
Defined as the ability to understand another person’s feelings and appreciate their perspective, empathy is one of the most important hospitality skills to master. An empathetic hospitality professional is one who can anticipate the needs of their guests based on their experiences and backgrounds, and who knows how to effectively acknowledge their guests’ emotions and experiences. If you can master the art of empathy, you will always be able to easily exceed the expectations of your guests. According to Aaron Allen & Associates, hospitality professionals can become more empathetic and aware by:
- Staying fully present in the moment and always paying attention to your guests.
- Giving guests an opportunity to share their concerns or feedback without judgment.
- Validate their feelings and show that you understand and appreciate their concerns.
- Use body posture and non-verbal cues to show that you are receptive to their feedback and that you value what they have to say.
Patience: Maintaining Grace Under Pressure
Patience is perhaps one of the most essential skills in the hospitality industry, and arguably one of the most difficult to perfect. Becoming a patient professional takes time, and sometimes a few challenging experiences. That said, when you can achieve a level of calmness and maintain a positive attitude, you will be much more likely to effectively resolve issues with your guests.
Beyond the Basics: Skills That Elevate Service
While there is a core set of interpersonal skills that you need to perfect to pursue a career in hospitality, there also are more advanced hospitality skills that can help you achieve that higher level of service excellence that guests crave in today’s modern world.
Cultural Sensitivity: Welcoming Diversity
As a hospitality professional, you will be charged with developing meaningful and lasting relationships with your guests. In a world that is growing increasingly diverse and inclusive, cultural sensitivity and cultural competence are two of the most important skills in the hospitality industry.
Becoming a culturally competent professional requires you to develop an understanding of the different perspectives, traditions and norms of your clients, and to learn to appreciate those differences. A hospitality professional who is culturally aware and culturally sensitive is more likely to be able to defuse situations before they become more significant, and more adept at creating a welcoming and inclusive environment for all guests.
Problem-Solving: Turning Challenges Into Opportunities
Regardless of whether you work in hotel guest services or restaurant management, you will find that problem-solving is part of your daily job responsibilities as a hospitality industry professional. Clients, customers and guests are frequently going to come to you with their concerns and frustrations, and your ability to resolve the issue will leave a lasting impression.
You can become a better problem-solver in the hospitality industry by taking a strategic approach to resolving conflicts. Identifying the issue, outlining the options and collaborating with the guest to come to a favorable conclusion will help you quickly and effectively solve most problems. It’s worth noting that your approach may actually be more vital than the solution itself. In the hospitality sector, showcasing your willingness and ability to solve a problem can help you create a lasting impression on your guests.
Adaptability: Embracing the Unexpected
No two days are alike for hospitality industry professionals, which means adaptability and resilience are two of the most important skills in hospitality. By being aware of possible scenarios, and being ready for unexpected situations to arise, you can easily navigate any situation without compromising the level of service that your guests receive.
Operational Skills for Seamless Experiences
While interpersonal skills are essential in the hospitality industry, it’s equally critical to develop refined operational skills. Practical skills in hospitality will allow you to provide your guests with quick, smooth and efficient service, which is paramount to exceeding their expectations and developing lasting relationships with your customer base.
Time Management: Balancing Efficiency and Guest Satisfaction
The fast-paced nature of the hospitality industry requires professionals at every level to develop excellent time management skills. Some of the best time management strategies for the hospitality industry include:
- Prioritizing tasks to optimize workflow.
- Delegating responsibilities to team members and collaborating effectively.
- Plan your day in advance to increase your efficiency and productivity.
Attention to Detail: Going the Extra Mile
Designing a truly memorable and lasting experience requires you to remain attentive to the details. As a hotel manager, you will want to prioritize the cleanliness of the lobby and the facilities. For a restaurant operator, you will want to focus on food presentation and the atmosphere in your dining room. Even those small, seemingly insignificant details can lead to lasting impressions and ongoing relationships with your guests.
Technological Proficiency: Leveraging Digital Tools
Technology will continue to play a vital role in the hospitality industry, particularly when it comes to streamlining operations and improving guest satisfaction ratings. As a hospitality professional, you will need to become proficient in a wide range of industry-specific technology, including:
- Online reservation systems
- Point-of-sale software
- Online review platforms
Professionalism: The Cornerstone of Hospitality Excellence
At the end of the day, your hospitality business will only be considered as prestigious and exceptional as you treat it. Your professionalism, and the standards of the entire hospitality team at your organization, will set the stage for the atmosphere and expectations. By making a conscious effort to always maintain professional standards, you will create a positive impression and maintain high service standards for all your guests.
Appearance and Demeanor: Making a Positive Impression
Impressions make a significant difference in the hospitality industry, which is why there are often higher standards for hospitality professionals when it comes to appearance and demeanor. A well-groomed appearance as well as a friendly, approachable and refined demeanor will allow you to set the standards and expectations for your guests. When they see you as a prominent professional in the organization, they are going to feel more confident in the services and experience that you provide.
Etiquette and Manners: Respectful Interactions
When interacting with guests, you must rely on exceptional etiquette and refined manners. In the hospitality industry, pleasing guests and ensuring that they have a positive experience rests at the heart of every organization, and the way that you interact with guests will have a significant impact on guest satisfaction. To respectfully interact with all guests, you will need to:
- Speak politely and always use appropriate language.
- Practice active listening.
- Validate the concerns and feelings of your guests.
- Communicate clearly.
- Rely on a kind and respectful tone of voice, even when dealing with a frustrated guest.
Ethical Behavior: Integrity and Trustworthiness
Acting with integrity is essential to developing a deep sense of trust between you, your guests and your colleagues. The professional standards of the hospitality industry require you to be honest and fair in all your interactions. When you can uphold these standards, you can create better experiences for your guests while simultaneously contributing to a positive work environment.
How Can I Improve My Hospitality Skills?
To improve your hospitality skills and pursue a lasting career in this dynamic industry, you should consider earning a hospitality management degree that offers an insightful, future-forward curriculum. Beyond formal education, mentorship plays a crucial role in professional development. It provides guidance and real-world insights that can help you navigate challenges and opportunities in the industry. Additionally, refining soft skills such as communication, problem-solving, and leadership through practical experience is essential for success in hospitality. Combining education with mentorship and hands-on practice ensures a well-rounded and robust skill set for a thriving career.
Develop the Skills in Hospitality that Will Propel Your Career Forward at Johnson & Wales University
At Johnson & Wales University, we offer skills-based hospitality degree programs designed to provide you with the foundation needed to launch your career. Our online MS in Hospitality Management, online bachelor’s in Hospitality Management and online MBA in Hospitality are all designed with the leading hospitality skills in mind.
For more information about completing your degree online, complete the Request Info form, call 855-JWU-1881, or email [email protected].