In the Hospitality Industry, "Soft Skills" Can Be Core
Competencies
The term "soft skills" is a catch-all phrase that
is often used to describe an employee's non-technical skills and abilities.
Attributes such as being able to solve problems, working well in a team
environment, and motivating others are the kind of characteristics that are
usually grouped into this category.
In the unique context of the hospitality industry,
especially in front-line or front-of-the-house roles, soft skills are often the
foundation of excellent customer service. Although most hospitality industry
jobs involve some level of technical skill, many hiring managers in the field
see the technical aspect of the job as being of secondary importance.
Technical skills can be taught, and although soft skills can
often be improved, there is really no substitute for a candidate who has a
natural flair for things like exemplary customer care, a team-oriented outlook,
and effective communication skills. In fact, according to Bonnie J. Knutson,
professor in the School of Hospitality Business at the Eli Broad College of
Business at Michigan
State University,
managers in the hospitality industry often make a point of "hiring the
attitude," rather than focusing solely on a candidate's experience or
technical skill set.
Which Soft Skills Attract Attention in the Hospitality Industry?
From a broad perspective, hiring managers in the hospitality
industry are likely to be impressed by the same type of soft skills that are in
demand in every industry. Simply put, candidates who convincingly display
characteristics such as leadership, teamwork, conflict management, problem
solving, creativity, and communication skills are always going to have a
sizable edge in the hiring process.
However, from an industry-specific standpoint, soft skills
that enhance a candidate's ability to provide excellent customer service will
probably be most attractive to a hiring manager. Service quality is enormously
important in the hospitality industry; in fact, recent market research ranks it
among the top three factors that customers consider when selecting a hotel or
restaurant.
Keeping this in mind, you should emphasize soft skills that
relate directly to your ability to provide excellent guest service. If you have
past experiences that have helped you cultivate flexibility, diplomacy,
personal effectiveness, negotiation, persuasion, empathy, decision- making, and
other similar attributes, make it your mission to get these points across in
your interview.
Hard-Sell Your Soft Skills: An Action Plan for Your Interview
Hospitality industry hiring managers keep an eye out for
candidates with a broad repertoire of guest-oriented soft skills. But how can
you distinguish yourself from all of the other applicants making the same
claims? Here are some guidelines that will help you stand out from the pack.
Try To Avoid Using Tired Interview Cliches
Don't be just another generic candidate who describes
himself as an outgoing team player with excellent communication skills. Even if
it's true, try to find a more vivid, memorable way to describe your soft
skills. Experts recommend using this three-step process:
- Briefly
describe the situation
- Tell
what you did specifically
- Report
on the positive result or outcome
Show, Don't Tell
Do you remember that eighth grade English teacher who was
always telling you to do this in your essays? Well, this approach applies to
interviews, as well. Rather than just reeling off a long list of soft skills,
use anecdotes and past experiences that clearly demonstrate your diplomacy,
flexibility, or communication capabilities.
You Can't Be Everything to Everyone
Focus on the four or five soft skills you're best at and
really emphasize them in your interview. Find a way to relate each of these
skills to the position you're applying for, as well as the company's needs. For
example, if you're applying for a host position, you could emphasize your
problem solving ability, creativity, and communication skills, all of which come
in handy when dealing with a long line of hungry guests during the Friday night
rush.
Walk the Talk
Make sure that you're actually demonstrating the soft skills
you're laying claim to. For example, if you have chosen to emphasize your
excellent communication skills, make sure you can follow through on your
promises by speaking articulately and being a good listener in the interview.
In some industries, soft skills are thought of as being less
important than technical knowledge. In the hospitality industry, however, the
reverse is often true, especially for front-line positions that involve ongoing
interaction with customers. Don't underestimate the importance of your soft
skills in your search for a hospitality industry job.