Grand Inn Hotel: Essential Hospitality Skills Report and Analysis

This report provides a comprehensive overview of the essential skills required in the hospitality industry. It begins with an introduction to the industry, encompassing lodging, food and beverage service, event planning, and transportation, and emphasizes the importance of ethical and luxurious service. The main body delves into crucial hospitality skills, including patience, positivity, teamwork, multitasking, flexibility, attention to detail, industry awareness, time management, communication, interpersonal skills, problem-solving, hazard awareness, and customer service. It also explores how to improve these skills through customer feedback, checklists, and a customer-oriented mindset. The report emphasizes the importance of grooming, punctuality, and communication skills for employees. The conclusion summarizes the key takeaways, stressing the need for discipline, punctuality, and continuity within the sector. The report also highlights the benefits of training and development programs for enhancing business and customer satisfaction. The report references several academic sources to support its findings.

Hospitality industry

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..............................................................................................................................1
ESSENTIAL SKILLS.................................................................................................................1
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Hospitality industry is a vast category of field with in the service industry, which
involves lodging, food and drink service, event planning, theme parks and transportation. It also
includes hotels, restaurants and bars. The role of hospitality industry base for a long history and
development in the field of hospitality provision. They are on the move for reason of necessity,
leisure, lavish or luxury. Hospitality is a major factor in every vacation and business trip, and is
thus important to individual consumers and to business concern. Hospitality industry its about
give services in ethical manner or in luxurious way. Hospitality skills includes working in a
customer facing atmosphere. In order to succeed in this industry, it ensure that guest are
constantly entertained and having a precious time. Without care in the nation, so remember in
hospitality, guest is god of hotel and they are always right. This report includes opened a brand
new hotel which is Grand Inn and what kind of hospitality skills is require from overall
perception(Andrades and Dimanche, 2019).
MAIN BODY
ESSENTIAL SKILLS
Hospitality skills help to make others feel at ease and provide excellent consumer service
in all circumstances. To get success in hotel industry, employee have a strong set of soft skills
and quality to learn any technical skills that implement on particular workforce. Even though are
in jobs which are not focused on serving guest, hospitality skills, can impart to a positive
organisation culture, which allow to persuade clients and helps in business relationship.
Hospitality skills are all of the behaviours, tools and knowledge which allow service industry
professionals to build a positive relationship between guest and the organisation. Having
hospitality skills allows positive interpersonal communications with others and organise the
functions to help fulfil other needs(Hight, Gajjar and Okumus, 2019). Hospitality skills are
important qualification of working at a front desk, guest services department, restaurant, spa,
hotel and other places where visitors expect to have their requirements taken care of.
Working with an hotel industry can be highly rewarding. Not only basis of guest help on daily
basis. There are generous opportunities for career patterned advance. Every career path
obliviously has it ups and down. So there is skills which is necessary in the hospitality industry
and such as:
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Patience: patience is a key factor or skill in any customer service or hospitality place.
Hospitality professionals require to be able to dedicate themselves from competitors because
they are anticipate all of the details of a consumer experience.
Positivity: The quality to maintain a positive and outgoing attitude rather surrounding is
an in demand skill for hospitality profession. Consumer expect to be treated kindly at all times,
and someone who can remain positive can have an impact on the behaviour of their whole team.
Teamwork: Every job which is related to the hospitality industry , it involves teamwork.
For example, restaurant manager have to work work with front of house staff to ensure guest
remain happy. In the kitchen department chefs must work together and coordination with each
other department make sure that food is prepared on time and to perfection, because without
effective team work, consumer wont experience the quality service which that they expect from
the hotel(Singh and Jaykumar, 2019).
Multi tasking: There is no same day in hospitality industry, there are many difficulties,
problems, situations which have to solve out them. Employee able to diversify themselves,
consumer footfall varies on continue basic. So employee must be able to multi task in order to
deal with a potentially large number of jobs in a particular day.
Flexibility: The majority of hospitality employees work long and tough shifts, they are
also necessary to work during the holidays. For example Christmas and new years, this is the
most profitability time of year for hospitality enterprise. Employee must remain flexible with
their personal plans and guarantee that they can work when required during the busy period.
There are advantage to working these difficult shifts. Most organisations will provide incentives
such as bonus, extra holiday to take after in the year(Stefanini, Rejowski, and Ferro, 2020).
Attention to detail: In hotel industry, every thing is observed by the guest. Everything
require to be of the highest standard in order to create organisation resonance. Attention to detail
will be trained into your work from day one of the job. As a skill, attention to detail is highly
transferable across job areas due to its importance in giving best consumer service.
Industry awareness: this thing quite obvious, but working with the hotel industry will
enhance knowledge from over all perception either, currency rates, aviation updates, knowledge
of that particular city where hotel is situated each and every thing side scene etc. working in
accordance with organisation standards and procedures, terms and condition. This is also
considered as a skill in which employee can refine outside of work.
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Time management: Time management plays very important role in organisation, job
require to be completed in a timely manner in order for all perception of a restaurant or hotel to
run in effectively manner. For example new consumer unable to waiting for their hotel room to
be cleaned after previous occupier have checked out(Munjal, 2019).
Communication skills: Communication play vital role in every field, effective
communication is very important in hospitality industry. There is nothing worse, as a consumer
in a restaurant and hotel, when organisation looks forward for approach a member of individuals
who is dismissive and rude. Communication skills are important in ensuring that consumer are
happy. The hotel industry is ideal for individual who want to build and refine the communication
skills. This is due to sheer number of people that hospitality employee encounter everyday, each
with their own problems and queries.
Interpersonal skills: These skills are necessary in consumer service, and will therefore
be practised everyday while working in the hotel industry. Interpersonal skills are those gained
through interacting with people, communicate with them and there are social skills such as
negotiation, empathy, creative thinking patience and endurance.
Problem solving: According to hotel industry is customer focused, employee have to
deal with various questions and problems everyday, sometimes at the same time. The quality to
think on your feet is learnt quickly, so that employee can deal with these issues efficiently.
Problem solving is also necessary in order to manage your time.
Hazard awareness: This skill is important when employee work in potentially
dangerous area, such as kitchen. Health and safety regulation should be taught to, and followed
through all members of staff. The knowledge of hazards with in the workplace is highly sought
after through many employers(Lee, and et .al, 2019).
Customer service skills: The one thing which can build or break in hospitality is
employee quality to meet consumer expectations. Whether easily serving drinks or working in
entire hotel. This job to ensure that guest are having a great time and they nothing to worry about
it. Basically customer service is about being calm, positive and active. Even though employee
are dealing with a challenging customer, it is mandatory to smile, polite and to be professional,
alternatively, on certain occasion, it can also about going extra mile for a guest.
Work in ethic: If candidate are looking forward in hospitality sector, then thoughtless of
their role in which they have to do hard work. Working long shifts it is very biggest challenge to
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employees, but they have to work in ethical or professional manner. Which gives advantage to
the organisation as well as employee for future growth(Williamson, Wardle and Hasmi, 2020).
Language skills: Language skills are a high bonus in this area because they allow to
communicate with a broad range of clients. They are specifically useful if candidate want work
in tourism industry, where knowledge of languages is useful on an in person, day to day basis.
Language skills can also advantage your career in the long term. If candidate able to
speak French, Spanish etc. opportunities available to candidate on a more senior level such as
relationship management.
How to improve hospitality skills.
Some candidates are suitable for hospitality job, hospitality industry requires grooming,
punctuality, communication skills and personality. It is possible and any one can build their
hospitality skills by practice, self reflection and discipline. In the organisation employee can give
best hospitality through using these techniques. There are further points to improve hospitality
skills which are:
Read customer feedback: Many employers in the hospitality sector collect consumer
feedback by surveys or suggestions cards. Approach higher authority and ask to read any
feedback which applies towards them so that they can able to make adjustments. Feedbacks
helps you determine key areas of improvement. Which give guests the best service possible.
Create a checklist: Hospitality acts have to balance different priorities at certain period
of time. Checklist can be extremely helpful in staying arranged. Make a general checklist to
guide the continue workflow and update the start of specific shift. Checklist helps to internalize
the major important functions until they become natural.
Practise a customer oriented mindset: Before helping consumer, practice fellow
feeling with their situation and thinking about their perspective. Understanding or analyse
someone point of view which gives perceptiveness into their behaviour. Which allowing to
depersonalise a mixture to their difficulties.
Hospitality skills in the workplace
Hospitality skills depend on specific roles and responsibility of the employee. There are
four departments in hospitality sector which includes the different roles as per the requirement
but the major skills are employee must be in grooming and well inn communication skills
because it presents the hotel attire as well as employee personality. There are several best
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practices for show hospitality to their consumer or guest which are communicate with co
workers, be consistent and reliable, keep a positive attitude and body language must be
excellent(Saraiva, Pugen, and Chaves, 2019).
CONCLUSION
This report conclude what is the hospitality, what skills is require which is need of the
hotel. Hospitality sector involve the discipline, punctuality and continuity, The initial stage of the
hospitality sector is very tough but after some time when employee will get supervisor or
assistant designation, this will excellent stage to grow for higher level and pay skill also
excellent. Hotel has opened if management gives the training and development program and
orientation this thing will help to enhance the business and the productivity. All these points
which is mentioned above which is very helpful for the organisation if organisation works in
sequence manner so they able to work more effectively and efficiently. It also develop the
expansion of business, and give the customer satisfaction, which is very beneficial for the
company.
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REFERENCES
Books and Journals
Andrades, L. and Dimanche, F., 2019. Destination competitiveness in Russia: Tourism
professionals’ skills and competences. International Journal of Contemporary Hospitality
Management..
Hight, S.K., Gajjar, T. and Okumus, F., 2019. Managers from “Hell” in the hospitality industry:
How do hospitality employees profile bad managers?. International Journal of Hospitality
Management, 77, pp.97-107.
Lee, M.J.,and et .al, 2019. Students’ perceptions of hospitality education quality in the United
States higher education: Domestic versus international students. Journal of Hospitality, Leisure,
Sport & Tourism Education. 25. p.100212.
Munjal, P.G., 2019. Enhancing heritage tourism in small and medium towns by leveraging their
cultural heritage, traditional knowledge and skills. Worldwide Hospitality and Tourism Themes.
Saraiva, A.L.O., Pugen, B. and Chaves, V.D.S., 2019. Tourism & Hospitality Laboratory:
improving skills in teaching, research and extension. Applied Tourism. 4(2). pp.11-18.
Singh, A. and Jaykumar, P., 2019. On the road to consensus: key soft skills required for youth
employment in the service sector. Worldwide Hospitality and Tourism Themes.
Stefanini, C.J., Rejowski, M. and Ferro, R.C., 2020. Tourism and hospitality in Brazil: A model
for studies of education competencies. Journal of Hospitality, Leisure, Sport & Tourism
Education. p.100299.
Williamson, J., Wardle, K. and Hasmi, H., 2020. Developing WIL curriculum which enhances
hospitality students capabilities. Higher Education, Skills and Work-Based Learning.
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