Due to the COVID-19
epidemic, we find ourselves in unprecedented times. The hospitality industry is
taking a large blow and we find ourselves sitting at home in a nationwide
lockdown. This might be the perfect opportunity to brush up on your essential
soft skills so that you can return to work with extra confidence! Here is a
list of soft skills you can work on from home:
Listening to
others:
Listening is the
most important skill to have in the hospitality industry. When you actively
listen to a customer, you can understand what they need and proactively work to
make them happy. Never assume what they are going to say, but rather take the
time to listen to what they have to say so that you can deliver.
Practice your
listening at home with a family member. There are various games and activities
available for you to practice mindful listening. For example, get a family
member to describe a drawing to you while you are both sitting with your backs
towards each other. While they are describing the drawing, you will need to
draw it without looking!
Be positive:
Being cheerful and
happy around customers will make them cheerful and happy. If you stay positive,
your customers will have a good experience, and this will only benefit you and
the business. Positivity is rewarded by praise from customers and recognition
from managers at work. It also helps you to enjoy what you do.
Practice positivity
by keeping a list of what you are most grateful for. You could look at the
current lockdown and list the positives -for example, you are safe and healthy,
you get to spend more time with loved ones, etc. Strive for optimism and
resilience and find ways to laugh at the little things. Continue to keep an eye
out on our social media pages for motivational quotes to lift your spirits!
Take in criticism:
Change the way you
look at criticism. It is an opportunity to improve yourself. Remember that you
are not getting feedback to feel bad but to improve your performance. Listen
and thank people for taking the time to feedback. Try taking the negative and
learn from it. All successful hospitality leaders are open to criticism,
learning, and improving their offering and service. Therefore, you need to
practice staying open to change.
Try cooking a dish
you have never cooked before and get a family member to try it and give their
honest opinion. Or write a short story and have someone review it for
you.
Practice non-verbal
communication:
Clear communication
is an important skill to have in the hospitality industry. When you communicate
clearly with other people, you can build a positive rapport and understanding
with that person. Practice good communication by making eye contact and
acknowledging everyone in the room. Use clear, open body language, and monitor
other peoples’ non-verbal cues and respond to questions in a non-judgemental
language.
Stare into a mirror
and mimic certain emotions that you think you will have at work. This includes
all the negative emotions as well. This will make you mindful of what the
customer sees when you are experiencing certain feelings. Work with family
members and have one person act out behaviours you might see at work. Write
down what non-verbal message you receive from the behaviour and see if you all
agree. Non-verbal behaviours can include:
- Leaning back in a chair with arms crossed;
- Leaning forward in a chair;
- Smiling;
- Frowning;
- Yawning;
- Nodding;
- Resting chin in both hands;
- Resting chin on knuckles;
- Rubbing your temples;
- Tapping fingers on the table;
- Looking at your watch;
- Staring around the room
Lastly, practice
all your skills combined by spoiling family members to a session of stellar
hospitality. Offer to make and serve a meal. Design a menu (even if you make
sandwiches), prepare and serve the meal to your family members, and treat them
the way you would treat customers at work.
