Disney spends a lot of money on training their employees, including the street sweepers because they realize how crucial it is to have a functional team from bottom to the top. When you work in an organization, you are serving many purposes other than the roles you are hired to do. You need to be able to work in a team, not as an individual because you represent the company as a whole.
In any industry, you will be asked or tested for your soft skills, knowingly and unknowingly. Soft skills matter even more in the hospitality industry, where interaction is very crucial.
Many companies have a specific department that takes care of customer service and complaint, that is sometimes called ‘Customer Care’ and ‘Guest Relations.’ Why do you think that is? The product itself is not enough to make people come back to you anymore. You need to show that you care about your client through your service.
What brings people coming back again and again to a restaurant or a hotel? What makes people choose airlines A instead of airlines B? To some, it is the food or the price and to some other, it is the impeccable service. Especially in a hotel, service must go above and beyond to make it memorable for customers. For examples; the way a table is set, the way the room is decorated, the way the bed is done, the way your server asks how you do and how you like your food, the way the flight attendant helps with your requests during a flight and make sure that you are taken care of – they are crucial in the hospitality industry. Customer service is a way of company to connect and retain customers.
Another soft skill that I think is very important is the open-mindedness towards cultural differences. Working in the hospitality industry, you come to face people from a very diverse background. Customers typically do not share the same value and beliefs as you do, hence why it is essential for us to be able to break the cultural barrier and help them feel like they are welcome. If you happen to pick up one or two words in other languages, you can use it to your advantage to connect with customers to establish customer satisfaction and loyalty.
Soft skills are not only significant to deal with customers, but also amongst your teammates. Hospitality industry often requires their staff to work weekend and public holiday. Flexibility is much appreciated where one can and willingly switch and change for the greater good. When you have a team that works well together, you have a positive and healthy working environment that is very contagious, even to customers.
Now, how often do you provide training for your staff? Are you investing enough to provide your team with the training they need? There are a few courses designed for hospitality and customer service focused that you can enroll your staff in at JMamoni.