Prioritizing Fundamental Human Skills: The Heartbeat of Hospitality Success

Trends from the Hospitality Training 360 Report are now also available in this Webinar On Demand

In the hospitality industry, success hinges on the latest technology and the timeless art of human connection. A revealing study conducted by the Council of Hotel and Restaurant Trainers (CHART) and Opus, a frontrunner in Learning Management System (LMS) technology, uncovers the vital role of interpersonal skills in creating memorable service experiences. Here's a deeper look at what makes the hospitality sector tick, backed by insights from their collaboration.

Fundamental Discoveries from the CHART and Opus Research

• Critical Insight: Despite technological advancements, the research emphasizes the significance of empathy, communication, and interpersonal skills. These are the backbone of the guest experience, and though kiosks and AI are making their way into the hospitality world, the make-or-break is that interaction between two people.
• Shifting L&D Focus: Not remarkably from where I sit, 80% of Learning and Development (L&D) leaders prioritize soft skills such as leadership, customer service, and interpersonal relations over technical expertise. L&D is connected to our teams in the field so have great insights on issues and challenges.

This pivot towards "Returning to Hospitality Roots" highlights a growing trend among L&D professionals to focus on nurturing fundamental human skills over technological abilities.

Hospitality's Role as a Training Ground

The hospitality industry plays a crucial role in equipping first-time workers, many lacking the essential skills needed for service roles. As L&D professionals, we bring the training to those starting their careers. We are also adding to those who have had training but maybe lacked focus on service. This has led to a strategic focus on training priorities by L&D in the hospitality world:

• Training for Newcomers: With nearly one in five hospitality jobs filled by new entrants lacking critical soft skills, there's a clear need for foundational training.
• A Return to Basics: L&D leaders are emphasizing basic social skills, such as engaging in conversation and understanding the power of nonverbal communication, such as smiling.

These adjustments aim to address the immediate need for skilled workers and lay the foundation for cultivating future industry leaders.

Beyond "Soft Skills"

I have long bristled at the conventional term "soft skills" as it hardly does justice to the profound impact these abilities have on the hospitality sector and life in general. These Fundamental Human Skills are crucial for fostering deep connections between staff and guests, staff and staff, and staff and supervisor:

• Crucial for Connection: These skills are essential for building relationships, enhancing guest experiences, and securing customer loyalty. They support creating great teams and make for a positive work environment.
• Industry's Foundation: Seen as foundational elements, these skills form the core of what hospitality has always been about. In a recent LinkedIn post, I wrote about a local coffee shop with a less-than-ideal location (remember the saying "Location, Location, Location") but doing fantastic business despite the challenging location. Want to know why? Well, it is in the article, but quick hint...the experiences they create.

Personal Reflections

Drawing from my experience in the hospitality industry since the age of 16, I've seen the transformative effect of focusing on these fundamental human skills. This approach reaffirms the industry's foundation on meaningful human interaction rather than a step back. My most successful team members were always those who could connect with those around them, which led to a great experience.

The Importance of L&D Insights

The foresight shown by CHART and Opus in conducting this study underscores the pivotal role of L&D professionals in guiding the future of hospitality. Their findings are not just observations but essential markers for executive teams. Prioritizing these fundamental human skills ensures the sector's ongoing success and vibrancy.

This study serves as a crucial reminder of the hospitality industry's core values. As technology continues to evolve, it's imperative not to lose sight of the fundamental human skills that are the essence of hospitality. Embracing these skills strengthens the industry's foundation, guaranteeing its ability to offer unforgettable experiences to guests around the globe.

Securing a copy of these insights is highly recommended for a deeper dive into the study and to understand the breadth of insights it offers. My key takeaway? As we maneuver through the challenges and opportunities this industry brings, the true essence of hospitality remains rooted in the fundamental human skills that connect, engage, and delight guests in every interaction.