Working within the hospitality industry typically requires you to work in a fast-paced environment that deals with people on a daily basis and so, excellent customer service skills are imperative to this field. This means not only understanding the customer’s needs but also being able to deliver a positive customer service experience at all times.
Amin deroui - skills required for hospitality management
Amin Deroui - Skills Required for Hospitality Management
There are a wide variety of job roles within the hospitality sector including: tour operator,
hotel manager and PR manager. To be successful in this dynamic and fast-paced industry,
there are some key skills you’ll need to possess.
Customer service skills − Working within the hospitality industry typically requires you to
work in a fast-paced environment that deals with people on a daily basis and so, excellent
customer service skills are imperative to this field. This means not only understanding the
customer’s needs but also being able to deliver a positive customer service experience at all
Communication skills − Strong communication skills are highly valued in every industry,
especially in the hospitality and tourism sector. In this area of business, employees are
required to deal with people from a variety of backgrounds, ages, nationalities and
temperaments, every single day.
As a representative of your employer’s brand, it is important that an employee can
communicate in a way that is both clear and understandable. Having exceptional
communication skills means you will have the ability to build and cultivate relationships that
can make a big difference. Hopefully, your service will encourage a customer to come back
to your organisation.
Networking skills – To be able to network effectively is considered a key skill needed to
excel in the hospitality industry. In this sector, networking is perceived as a way to stimulate
business and generate repeat customers. To enhance your hospitality career, it is important
that you learn to build a loyal clientele who are interested in returning to the
hotel/restaurant/tour you are offering. Employing good networking skills involves executing
effective client relationship management and guest relation abilities.
Multitasking skills – As a hospitality professional you are expected to be prepared to accept
challenges in the workplace no matter how difficult the task may appear. Furthermore, it is
also important that you possess the ability to fulfil multiple roles and juggle different tasks
simultaneously while meeting deadlines. Therefore, learning how to prioritise and manage
your time effectively, being able to handle pressure and possessing the ability to remain
calm when things get chaotic are all essential skills to be honed. Besides handling multiple
responsibilities simultaneously, multitasking skills will also help you to efficiently manage
several customers at a time.
Language skills − Language skills are considered an added advantage in the hospitality field
as they can enhance employee's chances of being hired by a company or increase their
professional value at work. Speaking the same language as your clients’ will enable you to
establish a more intimate relationship with them, which ultimately promotes customer
satisfaction and loyalty. Particularly in the tourism sector, a level of fluency in a second
language is considered a huge bonus because it allows employees to communicate with a
wider range of clients.
Cultural awareness – Having a good level of cultural awareness will help you as a hospitality
employee; you will be able to build successful relationships with your customers by
understanding cultural norms and attitudes, particularly ones different to your own. The
hospitality employment sector will require you to work with people from a variety of
cultural backgrounds. This implies that a large number of the customers you interact with or
colleagues you work alongside will be from a foreign country. If you are equipped with good
cultural awareness, this will help you make your customers feel more comfortable, no
matter their values, belief systems, perceptions, nationalities and cultural backgrounds.