The hospitality industry is attractive to those who enjoy providing an impeccable experience to those looking to relax, spend time with loved ones, or celebrate a special moment in their life. In the United States, the hospitality industry is a massive multi-billion-dollar market, which means there is plenty of room to succeed and grow no matter what avenue you choose. If you’re new to the industry, take a look below to explore some essential skills and tips for achieving success in your newfound career.
Key Skills for Hospitality Professionals
The central skills you need to be successful in the hospitality industry are largely people-oriented. Since you’re spending most of your time interacting with people, whether you’re organizing their stay at a hotel or serving them delicious meals at a restaurant, it’s important to sharpen your customer service skills in all areas.
Communication
For hospitality, communication is critical. Your customers want to know they will be taken care of, even if internal conflicts may prevent them from experiencing everything your business has to offer. Learning how to speak empathetically with customers and receive feedback amicably is crucial. Know that, at times, customers will be dissatisfied or looking for a particular resolution, and it is your responsibility to help them find comfort and happiness. Be sure always to address customers in a respectful, attentive manner, even if the situation at hand is stressful or overwhelming.
Multitasking and Flexibility
When working in a business such as a hotel or restaurant, there are a lot of moving parts to attend to. If you’re a restaurant server, for example, you may be juggling multiple tables, submitting orders, running food out to guests, and clearing checks all at once. You should always be prepared to handle multiple tasks simultaneously. This requires a keen sense of organization and prioritization.
If you are managing a business in the hospitality industry, you’ll likely be dealing with customer inquiries, ordering inventory for the business, handling payroll, and stacking a variety of other responsibilities on your plate. To ensure the best performance, take a moment to understand your team and your resources at hand. Learning how to delegate tasks effectively will be a lifesaver and ensure both you and your team aren’t constantly on the verge of burnout.
Understanding and Respecting Different Cultures
In the hospitality industry, you will come across a wide array of cultures and religions, many of which you may not be too familiar with. For those visiting from other countries especially, this can be a sensitive or even nerve-wracking time. Allow yourself to be open to different customs or traditions that people of varying cultures carry with them, and try your best to accommodate them based on their preferences or needs. Creating this comfortable space provides a memorable experience and can encourage these guests to return time and time again.
Time Management
As mentioned before, organization is of the utmost importance, and learning how to manage your time properly will save you many headaches when working in hospitality. This includes figuring out an effective work-life balance so you can always bring your best performance to the workplace. Take advantage of digital calendars or reminders on your phone to stay on top of your duties and compartmentalize your responsibilities. Create firm deadlines for yourself and your staff and regularly host check-ins to ensure all duties are attended to on time.
Conflict Resolution
Naturally, there will be times when something goes awry in the hospitality industry. Perhaps the air conditioning is broken in a hotel room; the computers malfunction at the front desk; a guest finds a hair in their long-awaited meal. Take a breath, and don’t panic.
Developing conflict-resolution skills will help you in the long run. Learn when to accommodate, collaborate, or avoid interacting with certain situations. If there are disputes between guests or between you, your staff, and guests, find ways to calm these disagreements and find the appropriate resolution. When running a business, it can be helpful to regularly implement conflict resolution training so each staff member is refreshed on the best ways to handle adverse issues in the workplace.
Technological Literacy
Technology has become a central part of the hospitality industry, making the workplace easier to navigate and creating a more enjoyable experience for guests and customers. Implementing hospitality-centered tech software and devices helps you stick to your annual budget, improve bookings and reservations, and make the overall customer experience more efficient.
If you’re aiming to be successful in hospitality, you should learn how to get familiar with the most prominent tools in the industry, such as inventory control software (Fishbowl, Katana), accounting software (Quickbooks, Netsuite), and CRM applications (Zoho, Hubspot Marketing Hub). Do not undervalue the power of digital transformation for small businesses.
Research the best tools for your business and develop training modules that will help your staff get familiar with any tech changes quickly and efficiently. Always look for ways to improve the customer experience through technology whenever possible, such as providing digital check-in services for hotels. If you are joining a business, spend some time with the tech devices on-site, taking notes whenever possible.
Jumpstarting Your Hospitality Career
Now that you have received better insight into the central skills you need for hospitality industry success, it is time to dive deeper into the types of hospitality jobs available and how to go about landing one.
Types of Hospitality Jobs
There are many careers within the hospitality industry available to explore. One of the most common sectors is the restaurant industry. This is a fantastic option for those who love food and are looking for a way to make this love or hobby into a long-lasting career. Many restaurant businesses promote internally, meaning if you start as a server or a line cook, you can be promoted to kitchen manager or supervisor.
The hotel industry also provides many significant, fruitful career options. Those who enjoy hosting parties or get-togethers may find working at a hotel or developing a bed and breakfast to be a fantastic business choice.
Other hospitality jobs include:
- Wedding and event planner;
- Marketing manager;
- Travel agent;
- Housekeeping aide;
- Valet attendant;
- Human resources;
- Banking.
No matter what you choose, there is always room for exploration and experimentation in hospitality. Following the right career pathway takes time, so don’t be afraid to try out a few positions until you find one that is suitable for you!
Scoring a Job
When you apply for your first job in hospitality, always have a stellar resume on hand. The ideal resume is brief and summarizes your employment history well. Outline your skills and experience in an attractive yet concise manner. Your most recent jobs should be first, with the rest of your positions in your employment history following in chronological order. You can find resume templates through applications like Adobe Express or Google Docs.
It can also be helpful for positions like executive chef or marketing manager to create a detailed portfolio of your work, which recruiters can quickly review to see your qualifications. No matter what, be confident in your ability throughout the hiring process and be open to the challenges and rewards that come with working in hospitality.
Indiana Lee
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