Hospitality Industry is one of the most booming industries globally today. With the increasing disposable income not only has leisure tourism seen a sharp increase but other forms of travel have become popular too – this includes education, health, good, wellness and experiential. The number of people employed by the hospitality industry has seen a sharp rise as well. This has created a need for a well-trained talent pool that not only knows the theoretical subjects but also is trained in people skills. Training for hospitality industry is needs to be comprehensive that gives subject knowledge and also soft skills for people to succeed in inter-personal relations – because in essence hospitality industry is all about inter-personal skills.
Topics that are critical for training for the hospitality industry to ensure the success of employees:
- Communication Skills – Hospitality industry is a people-intensive industry – the human touch is essential for its success. This makes communication skills imperative for anyone to succeed in the hospitality industry. Since hotel staff deals with guests from all over the world, communicating effectively in English is only one part of communication skills. It always helps to know more than one language. But more than that what is really needed is to communicate in a way that is empathetic and polite. Communication skills training in the hospitality industry should train staff on building trust, rapport, globally accepted body language and the ability to listen.
- Emotional Intelligence – Working in the hospitality industry is a high-pressure job. The pressure of working long hours in physically challenging conditions that require staff to stand long hours and always wear a smile is not easy to cope with. Guests in hotels are demanding and the staff is always expected to have a calm and pleasant demeanor even in the most unpleasant conflict situations. This requires, a display of very high emotional intelligence. All hospitality professionals must therefore undergo training on emotional intelligence to understand how to understand and manage their and other people’s emotions.
- Interpersonal Effectiveness – Hospitality professionals are always dealing with other people – be it guests, their managers or colleagues. This requires them to understand their own and other people’s behavioral priorities. For example, there are guests that want to build a personal connect with the hotel staff and then there are others who are aloof, there are guests who are very fast paced and others who like to take their time. Hospitality professional should understand what their behavioral preferences are and also be able to flex to the preferences of their guests. This will ensure that all guest interactions are suited to the preferences of the guess – after all that’s what hospitality is all about!
- Global Etiquette – We are already aware that hospitality professionals interact with customers from all over the world. To provide excellent service in this scenario, all hospitality employees must be trained on global etiquette. This will ensure that they understand the cultural do’s and don’ts of different culture and do not end up offending guests. Global etiquette training should especially focus on non-verbal communication like gestures, posture, expressions and even language that is acceptable or unacceptable in various cultures.
- Service Delivery Mindset – A service delivery mindset is important for anyone in a customer facing role. However, this is even more critical in the hospitality industry since the finest standard of service is the promise of any reputed hospitality organization. While service delivery is an inherent mindset that any hospitality professional must have, however training on cultivating a service delivery mindset is equally important. This training will ensure that employees are able to recognize where having a service delivery mindset is critical and are able to come up with solutions to even the most complex situations to provide the best service to the customer.
Hospitality employees are truly jack of all trades. Training for them should focus on making them well-rounded human beings and professionals that others would like to interact with. This requires highly effective people skills from them and immense passion for service.