When you check into a hotel, whether on a work trip or on vacation, the staff usually go the extra mile to make your stay memorable. From the moment you walk into the lobby to the time you check out, many moving parts must come together perfectly to ensure you leave with a lasting impression and perhaps even a 5-star review.
The ‘machine’ whose wheels are constantly turning in the background is often underrated. From long hours that go into serving various guests, to the attention to minute details required (that others wouldn’t think twice about) and ultimately the problem-solving mentality built from dealing with unhappy or angry guests, the skills attained in this industry may seem very specific, and we often downplay them as merely ‘people skills’. Yet they are the bedrock of efficient leadership, emotional intelligence, and effective communication, all of which can translate across any sector or line of work.
Anne Kaoma is a seasoned professional in the sector, serving as the Executive Director of the Zambia Institute for Tourism and Hospitality Studies (ZITHS), the human capital arm of the Ministry of Tourism, responsible for developing talent in the sector. She recalls a defining moment in her career when she hosted a presidential function and recounts the teamwork, preparation, and immense commitment required to ensure the event’s success. This demonstrated to her that hospitality itself, and the precision it demands, is not only exhilarating but also deeply rewarding. The skills built from every experience become so deeply embedded that they become second nature.
Awareness and Adaptability
Situational awareness and adaptability are crucial skills that require professionals in the hospitality and tourism sector to read people daily and quickly prepare or adjust their responses in real time. “You don’t get to think about it, you don’t get to go and sit and strategise on how you are going to respond or tackle the issue. You have to respond on the spot”, Kaoma clarifies.
Emotional Intelligence
As much as emotional intelligence may be innate for some people, it is actually a skill that can be built, like any other skill that is regularly exercised. “In this industry, you are not only offering a service, but you are responding to why the service matters to your guest”, Kaoma adds. The emotion attached to the service is just as important, if not more so, than the service itself. As such, understanding the emotional context is central to delivering meaningful service.
Professionals in this space interact with people who exhibit a wide spectrum of human emotions: joy, frustration, excitement, anger and more. “Navigating these emotions and interacting with them calls for emotional intelligence, whether it be empathy, patience or attentive listening”. Over time, hospitality and tourism professionals become highly attuned to many non-verbal cues, and this is a very powerful skill.
Communication Skills
It goes without saying that communication is a huge part of the industry. Words do not only convey messages, but they are powerful enough to convey feelings, to uplift, or to tear down. This is why hospitality and tourism professionals are particular about what they say, when they say it and how they say it.
Leadership Skills
There is something about handling high-pressure situations that builds effective leaders. In addition, the exposure hospitality and tourism professionals have to diverse cultures also builds wisdom and experience in handling different types of people. Kaoma notes that she built many of her leadership skills in the industry. One of the biggest leadership lessons she has learnt in her career journey is that “leadership is truly about service, and the most effective leaders are those who support their teams. You cannot ask your team to go where you yourself are not willing to go”.
Transferability to Other Careers
The skills that are built and nurtured in the industry are not an end in themselves. They apply to different career paths and to various positions. This transferability is crucial for individuals, whether they are pursuing different career paths or transitioning to leadership roles within the sector. Individuals in various careers can clearly trace their strengths to the hospitality and tourism industry. They transition well because they have mastered the core skills required not only to survive, but also to thrive anywhere.
Think about a high-stakes situation, like negotiating a large transaction. Being able to read body language and other non-verbal cues can be extremely valuable and, in some instances, aid in strategic decision-making. Mastering this skill set ensures that professionals can function in any industry and with various personalities, whether in an ideal environment or a ‘pressure cooker’ environment waiting to erupt.
Furthermore, the emotional intelligence required to hold space for the sentimental undertone of a guest’s visit can be useful in leadership roles, as effective leadership is more about what is left unsaid.
Kaoma emphasises the importance of a ‘people-first’ mindset, which is one of the most critical skills built in the industry. “People drive everything that happens in this world”, she says. While human skills, often called soft skills, can be taught, they are significantly refined over time, and at the centre of it all is a ‘people-first’ mentality that transitions across any career and any industry.
Although the industry is often considered more of a ‘last resort’ career path, it is in fact “one of the most comprehensive training grounds for professional development”. It helps develop a wide array of essential skills that make for an attentive, driven and action-oriented professional. In many ways, the hospitality and tourism industry should not be seen as a ‘side quest’ or a stepping stone. It is a rigorous training ground where the best professionals are carefully, and sometimes intensely, moulded into shape. There are many lessons to be gleaned from how it operates and how it helps build a long, thriving, adaptable professional career.
