If you have short-listed the hospitality industry for a bright and lucrative career, you will not be disappointed if you have the zeal and the willingness to serve people. According to one of the nation’s best hoteliers, Patrick Imbardelli who has successfully spearheaded the successful growth and expansion of Pan Pacific Group of Hotels, he says that besides having a customer oriented attitude, the following are 4 key skills that will make you create a positive difference in the industry:
Communication skills: This includes listening skills and the art of interacting verbally. It is important for you to be attentive to the guest so that you effectively are able to get the best for your needs. Looking at the hotel and hospitality industry today, you will find people from different backgrounds and professions coming over to stay in the hotel for personal or professional reasons. They come to the hotel with specific needs and expectations. You need to cater to them correctly and it is here that listening skills will help you immensely.
Patience: Yes, Patrick Imbardelli says that this is one of the most crucial qualities that you should have when you are in the hotel and hospitality industry. Customers may be hard to manage and difficult to convince. It is here that you need to be patient and have a tolerant attitude towards them. He says that you are trained and this is one of the professional hazards that you encounter when you are in the hotel and hospitality industry. It is important to keep your tempers under control and practice the art of patient listening without judgment. It is not an overnight achievement but he says that with the passage of time, it can be learned.
Information and knowledge: It is very important for the hotel and hospitality professional to be informed and updated with the latest news and developments. Good hotels will have employee workshops and training programs to ensure that their staff is informed. Clients and customers are happy when their queries and complaints are solved fast by the first person. Too much of escalation is not good for the hotel’s reputation and chances are that the customer or guest will cease coming back.
Presentation and Grooming: This is one of the most important aspects of the hotel and hospitality industry. No matter what your role is you are the face of the hotel and the customers will directly connect with you. It is important for you to pay attention to grooming and social etiquette. In this manner, you effectively are able to create the positive first impression that is a necessity of the hotel management industry today.
Therefore, Patrick Imbardelli says that if you really wish to make a positive impact on your career and grow in the hospitality industry, it is important for you to embrace the above skills mentioned above. You will gradually become a top level professional in the industry trusted and loved by everyone personally too!