In the fast-paced and customer-centric world of hospitality, technical expertise is essential, but it’s the soft skills that often make the difference between a good employee and a great one.
Interpersonal skills fall under the soft skills umbrella. We use Interpersonal skills when interacting and communicating with others to help start, build, and sustain relationships.
Sometimes called “people skills,” these are innate and learned skills used in social situations pertinent to your career, education, and personal life. These skills include working creatively with others, communicating clearly, collaborating, adapting to change, flexibility, interacting effectively with diverse teams, guiding and leading others, and being responsible.
Whether you’re seeking a position as a hotel manager, a front desk agent, or a server in a fine dining restaurant, strong interpersonal skills will set you apart from the competition and help you thrive in your role.
The Importance of Communication
Effective communication is the cornerstone of success in any hospitality role. From interacting with guests to coordinating with colleagues, your ability to convey information clearly and politely is crucial. Good communication ensures that guest requests are understood and met, that team members are aligned, and that operations run smoothly.
To develop strong communication skills, practice active listening—truly focus on what the other person is saying before formulating your response. This habit not only helps in understanding guests’ needs but also in building rapport with them. Additionally, work on being concise and clear in your speech and written communication. Role-playing scenarios with peers or mentors can be an effective way to hone these skills.
When applying for jobs, highlight your communication skills by including examples in your resume or cover letter where you successfully handled challenging situations through effective communication. During interviews, demonstrate these skills by engaging confidently and listening carefully to the questions asked.
Customer Service: The Heart of Hospitality
In the hospitality industry, customer service is not just a skill—it’s a mindset. Every interaction with a guest is an opportunity to enhance their experience and create lasting impressions. Exceptional customer service can turn a one-time visitor into a loyal guest, and it’s what separates the best hospitality professionals from the rest.
To excel in customer service, cultivate empathy and patience. Put yourself in the guest’s shoes and think about what would make their experience better. Anticipate needs before they are expressed, and always strive to exceed expectations. Learning to read body language and non-verbal cues can also give you an edge, allowing you to address issues proactively.
To showcase your customer service abilities to potential employers, include specific examples in your application materials of how you went above and beyond to satisfy a guest’s needs. Highlighting any customer service training you’ve completed can also be beneficial. In interviews, share stories of how you’ve handled difficult situations with a positive outcome, illustrating your customer-focused approach.
Problem-Solving: Turning Challenges into Opportunities
In the dynamic environment of hospitality, unexpected issues are the norm rather than the exception. Whether it’s a booking error, an unhappy guest, or a supply shortage, your ability to think on your feet and resolve problems quickly is vital. Effective problem-solving requires a combination of creativity, critical thinking, and a calm demeanor under pressure.
Developing strong problem-solving skills starts with building a solid foundation of industry knowledge—understand the common challenges in your specific role and think about potential solutions in advance. Practice thinking critically by analyzing situations from different angles and considering the potential outcomes of various actions.
To demonstrate your problem-solving abilities, use the STAR Method (Situation, Task, Action, Result) when discussing your experiences in interviews or on your resume. For instance, describe a challenging situation you encountered, the task you needed to complete, the actions you took, and the positive result that followed.
Putting Soft Skills into Action
At Horizon Hospitality, we have over 25 years of experience in connecting skilled professionals with top-tier hospitality employers. If you’re seeking a new job opportunity where you can tap into your set of soft skills, peruse our job board here, or reach out to us directly here.
