We have often talked about the type of person you need to be if you are going to have a successful career in the hospitality industry. That mindset will go a long way, but you still need to possess some basic skillsets (or develop them) if you want to be successful. You have to remember, in this industry, you are always on (one of my very first professors in college described it as being on stage all the time), so regardless of what is going on in your life, you have to keep a smile on your face and be there for the guest, as that is the very definition of hospitality.
Be Personable – What makes the difference in this business is how you “click” with your guests and repeat clients. These relationships extend to your contacts outside of guests as well, such as your vendors. During my career, I had a wine vendor that bent over backward to help our property become successful simply because we developed a friendship over the years. We also had several conventions that came back to our hotel year after year for one reason… they loved our staff.
Attention to Detail – This is something I have discussed before, but it is definitely worth another mention here. Paying attention to the most minute of details is what will set your operation apart from your direct competition.
Ability to Multitask – Wherever you work in a hotel, you are going to feel like your world is on fire most of the time, but that is especially true in operations departments. You are going to have to get your “normal” work done while at the same time running several functions and managing your staff. At our hotel, we would sometimes have two to three weddings going with social functions and meetings taking place all at the same time. It was not uncommon to have six different groups in the hotel, all needing attention. While all of this is going on, schedules need to be done, inventories, etc. You MUST be organized and be able to keep your head straight while a million different things are going on around you.
Be Flexible – This goes for both your attitude as well as your schedule. There are going to be plenty of times when you think you have the ideal plan in place, then something happens to put a wrench in everything. You will have to end up changing your entire blueprint if the day is going to be successful. You also must realize that in virtually every department, you will be working around business or with business. In operations, you will be working virtually every holiday, weekends… basically, when everyone else is playing, you will be working. Even if you are in sales, you will more than likely be required to peek your head in when your clients are on property, even if it is at 4:00 p.m. on a Sunday afternoon.
Tech Skills – I hope you paid attention during your Excel class because spreadsheets are going to be your best friend. Typing skills won’t hurt, either, because as a department head or higher, you are going to have stacks upon stacks of paperwork to do every day.
Language Skills – The hospitality industry has a significant workforce that consists of Hispanic workers, many of whom that have never spoken English before. Being able to communicate with them on some level in their native language can make your job a LOT easier. Additionally, depending upon your property, you will be dealing with international travelers. Some hotels, such as the Four Seasons, will often have foreign language workers on staff to communicate with specific guests. For instance, the Philadelphia Four Seasons (at least when I was in college) had a half dozen team members speaking a variety of languages, including Spanish, German, Chinese, and Japanese.
Are you disappointed with your management team or need a few key members to take your operation to the next level? If local candidates are not providing you with the talent you need, consider JDI. Joseph David International is regularly ranked as one of the top hotel recruiters in the country because we work hard to find the perfect fit for both the candidate and the hotel. For more information about our client services, click here. To see the latest opportunities available or to learn more about our placement services, click here.