Skills for the Hospitality Industry - Term Paper Example

CONTENTS PAGE 1. Summary………………………………………………………………………2 2. Introduction………………………………………………………….………...2 3. Basic skills for the hospitality industry…………………………………….....3 4. Supervisors in the Hospitality industry……………………………………….6 5. Skills and Training……………………………………………………………...7 a. People skills……………………………………………………………………...7 b. Commercial skills……………………………………………………………….7 c. Technical skills…………………………………………………………………..8 6. Conclusion……………………………………………………………………….9 7. Reference……………………………………………………………………….10 8. Bibliography……………………………………………………………………10 1. Summary Hospitality and tourism are among the fastest growing sectors in the global economy. The sector can be classified into several sub sectors1. These sub-sectors continue to experience multi-dimensional growth. This growth has somewhat changed the role of the supervisor. The supervisor provides crucial linkages between customers and service providers as well as the front-line staff and the hierarchy of the management. A supervisor has to make certain that services are delivered effectively to the customers while ensuring high productivity among the staff. A number of skills are necessary to do this job. While some skills like effective communication and human resource management are commonly required in most organisations, there are certain commercial and technical skills that are job-specific and hence vary, depending on the nature of services and products provided by the organisation. However, persons applying for this position must have an overall idea about the growth and dynamics of this sector and should be enthusiastic and committed to meeting new challenges. A supervisor should have the capacity to lead from the front. After all, they are managers-in-waiting. 2. Introduction Hospitality and tourism are critical elements of the global economy. According to latest estimates, by the year 2010 tourism and hospitality is all set to emerge as the largest industry in the world, employing more than 112 million people(3). This sector covers a wide range of activities and services and can be broadly divided into following categories: Adventure tourism, Accommodation, Amenities (Amusement parks, casinos, shopping malls etc.), events (cultural festivals, trade shows etc.), food and beverage service, transportation and travel etc. Also, several new sub-sectors are emerging as this sector continues to experience burgeoning growth. The sector, owing to its growth potential, has enormous scope for absorbing people with different skill sets. However, there are some general skills which are necessary for most entry-level supervisory positions in this sector, which should be supplemented by other specific skills. The desirable skill sets in this sector often differ owing to changes in terms of industry trends. 3. Basic skills for the hospitality industry Courtesy is a major asset for the hospitality industry. Showing enthusiasm while greeting customers and doing it with a smile can take you far. In the tourism industry, it is not so much a matter of what you say, but how you say it. In fact, research on personal face-to-face communication has revealed that body language and voice modulation are 90 percent of the communication and are often more significant than the words themselves. Asking interesting questions of a tourist or making friendly comments augments the friendly atmosphere of an interaction. Addressing the client on a first-name basis and doing so in a natural manner aids in knowing the tourist as well as setting up a more personal relationship. Looking straight into people to the customer’s eyes (without, of course, being intimidating) while making conversation and acknowledging them also serves one well. A pleasant manner and voice blended with a well-groomed appearance suggests a professional atmosphere that clients react to positively. The capacity to be tactful and show concern for a tourist when you have disappointing information to give them is easier in such an atmosphere. It pays to be courteous and optimistic, especially when dealing with angry or disgruntled customers. Tourists look for prompt service. This can be brought about by organizing the work area resourcefully and through knowing one’s job in detail. One should try to be alert and do his or her job in the best manner. This way, it is possible to offer good service in a personalized style. Knowing how to do an efficient job requires that one foresee delays, disruptions, and crisis situations. 2 Also, it is vital to help solve visitors' frustrations by letting them state their situation without interruption. It is important to remain calm, as they are not doling out a personal attack, but are looking for some understanding and a solution. It helps no end to show concern for the situation, irrespective of who is the cause of the problem. Calmly ask questions to guarantee that everyone understands the state of affairs. Offering several reasonable options and showing civility by giving them the alternative of making their own decision is vital. Part of the job for solving a problem lies with each person involved. If the business is to blame, offering substitute services or products in accordance with business policies is a great way to earn back lost trust. A complimentary service or gift can be added to prop up good will and good customer relations. One can share knowledge of local destinations attractions with tourists Hospitality skills can help one get more out of his or her job, increase their value to the employer, and make more money by offering better service. Businesses and communities that expand their hospitality skills produce a loyal group of customers who keep coming back because their requirements are met and they feel well received. All these will bring about a positive image of a locality and lead to excellent word-of-mouth advertising. A class product at a rational price, delivered with outstanding hospitality skills and service, leads to healthy and growing tourism development. Improved hospitality skills helps one serve visitors better and lead to increased number of tourists each year. People wanting to go into tourism should have the following skills: high-quality communication skills good customer focus smart grooming and presentation organisational skills capacity to work in a team mental toughness to work well under pressure fine technical skills and knowledge3 4. Supervisors in the Hospitality industry In the Hospitality Industry, the word supervisor typically refers to someone who looks after entry-level or employees who do not have management responsibilities. Hospitality supervisors must have an idea of the basic principles of management and use them while overseeing the resources of lodging or any food service operation. Concomitant to that, the organization, through informal work groups, its culture, changing goals and strategies all put additional pressure on the supervisor. Supervisors in the hospitality industry are challenged with identifying important supervisory skills and comprehending why supervisors fail. Corresponding in a manner that results in effectual leadership, as well as turning essential human resource functions into motivational strategies are essential aspects that go into making a competent supervisor.4 The supervisor is an important position in the hospitality and tourism industry. A supervisor performs as well as oversees the frontline tasks. A supervisor guarantees that the work is done capably as well as efficiently. A supervisor manages this through coaching team-mates and providing them direction. The supervisor could also set and implement certain guidelines.5 In the course of performing their duty, supervisors are often delegated tasks of training and motivating the staff, arranging work schedules and evaluating the performance of the staff. 5. Skills and Training The skills required for entry-level supervisors can be broadly divided into three categories- a. People skills They can also be defined as “inter-personal” skills also. If the job profile includes dealing directly with customers then customer service, handling complaints of customers, problem-solving skills are advantageous. Depending on the volume and nature of work, one may require good organizational skills too. Good inter-personal skills help employees provide greater satisfaction to the customers by making them feel comfortable. It also helps in superior efficiency due to better organization. As one has to handle a mixed group of customers with diverse preferences and tastes, one should be great at “problem-solving”. Stress management is an important, which is needed to make certain that other skills are maximised. b.Commercial skills A supervisor must have the ability to work with numbers and possess selling skills, decision-making ability, time management and the ability to make the most of customer contacts. Basic accounting is another chief commercial skill, which comes in handy for employees when faced with multi-faceted assignments that generally require dynamic business solutions. c.Technical skills Most of these are related specifically to the job profile, though some of them are general and should be possessed by all the workers, such as operating a computer, internet, giving and receiving feedback et al. The other skills that an entry-level supervisor requires are training and orienting sub-ordinates, monitoring and evaluating their performance etc. Apart from the above-mentioned skills, the employers are generally looking for initiative, positive attitude, promptness, objectivity and productivity. Concomitant to these, a supervisor must also have a strong sense of professionalism, excellent communication skills and in general a good attitude. As a supervisor one is entrusted with the responsibility of getting front line tasks done. So, those who wish to become supervisors should be well versed with the nuances of front-line positions and the skills necessary in executing those tasks. When frontline staff is not available due to one or the other reason, the supervisor has to take it upon himself to carrying our certain tasks. During the peak season he or she might have to pitch in to handle extra workload. Thus, a hands-on approach towards work is another skill a supervisor must have. 6. Conclusion Today, companies put a heavy emphasis on technical skills while choosing supervisors. Still, such preferences do not make other qualities any less important. The success of a tourism company is dependant on the supervisor’s skill as project managers, people managers, and strategy implementers. Supervisors have the toughest job in any company. They must take intangibles like "empowerment," "quality," or "continuous improvement," and turn them into detailed directions. They must take strategy-focused ideas and fashion a concrete reality that has meaning and worth for the people they administer. It is the job of a supervisor to make the front-line worker feel he or she can make a difference to the organization. It is also the supervisor's responsibility to see that workers feel appreciated for their contribution. The challenge of being a front-line supervisor is multifarious. A person going for an interview for an entry level supervisor post should have certain qualities. The critical skills required for a person who wants to become a supervisor are related to marketing, sales, administration, finance, human resource management and quality control. He or she should also have a sound knowledge of computers, the capacity to execute front-line tasks, and the aptitude to train and inspire staff. Also, he or she must have a calm demeanour, with enough authority and confidence to lead a team. 7. References Read More