The hospitality and tourism industry is among the key sectors that Rwanda is looking to transform and develop, in a bid to position the country as a Meetings, International Conferences, and Events (MICE) hub on the continent. Despite the sector suffering a major hit during the Covid-19 pandemic, it is now on a rebound, with many meetings, conferences and events coming to Rwanda, while tourism is on a rebound too. A career in hospitality and tourism is a sure way of succeeding in what you do as the demand for skilled people who can offer professional services in the said sectors is ever increasing. As Rajan Bahadur, CEO of Tourism and Hospitality Skill Council of India and one of the globally respected minds in the area puts it, a career in hospitality and tourism can be an incredibly rewarding choice. However, it can also be one of the most demanding career paths to take. Bahadur says it is important to recognise the right set of core skills required in the industry and aim at honing them in order to succeed. Equipping oneself with the right skills not only helps you to prevent both emotional and physical exhaustion but also enables your business to achieve a higher standard in the long run. Bahadur listed top 5 essential hospitality skills required for a successful career in the hospitality industry and can enable you to keep up with the demands of today’s industry and stand out from the crowd. Below are the tips; Good customer service President Paul Kagame is one of the renowned proponents of good customer care, always pushing the sector to do better. The hospitality and tourism industry is all about offering customers a memorable experience. The ability to meet customers’ expectations will allow any hotel or restaurant to flourish and grow multifold. Excellent customer service skills lie in understanding the customer’s needs and troubleshooting problems while being able to deliver a positive customer service experience. Effective communication Communicating clearly as well as professionally through speech and body language is paramount for providing good customer service in hospitality. Hospitality and tourism is an industry catering to a wide range of customers, strong communication skills come in handy while dealing with people belonging to a variety of cultural backgrounds and nationalities. Additionally, it is also essential to communicate clearly with co-workers, keeping a positive attitude and putting forward a constructive message that ultimately enhances the team’s efficiency. Have the initiative In the hospitality and tourism industry, taking initiative involves actively responding to the customer’s needs and pulling your own weight, and doing your part of the job well with personal efforts. While taking initiative, it is important to rely on one’s own instincts and knowledge to address unfamiliar situations or tasks. Responding in this way showcases the willingness to go up and beyond for the tasks and displays competency. Taking initiative is a skill that both impresses customers as well as employers. Being resilient Hospitality is one industry which requires long-working shifts and a heavy workload at a fast pace while keeping the customer’s preference top priority. This attribute about the industry often puts pressure on the minds of many individuals, thus, it is important to learn how to remain optimistic and productive despite difficulties. Remaining calm and constructive during adversity or a difference in opinion also enables one to maintain a professional image of the brand in front of customers gaining their respect and trust. Cultural awareness Hospitality and tourism, hosts customers from all walks of life – people with different beliefs, values, cultures, expectations, etc. Being culturally sensitive, making the people feel welcomed, identifying and catering to their personal needs and accommodating these differences in the working of your business, will lead to building a good reputation among the customers The hospitality and tourism industry is a people’s service sector that encompasses catering to the needs and emotions of the customers to run a successful enterprise. The above-mentioned skills coexist under an umbrella to make the patrons feel welcomed and relaxed and aid in running a flourishing business
