6 Skills and Characteristics of Successful Hospitality Employees

Posted On: April 6, 2018
hospitality skills

The hospitality industry is dependent on the availability of disposable income and the people who drive it. The career options are limitless but also competitive. As a manager, you cannot afford to hire anyone who is not passionate about the industry or who is not career-oriented. That being said, here are 6 skills and characteristics hospitality employees should have to become successful in the industry.

A Positive Attitude

One of the essential traits in the industry is in the name itself. Employees have to be hospitable to customers so that they can rely on them to satisfy their needs. A can-do or positive attitude can smooth ruffled feathers or disgruntled customers faster than a stoic disposition. A reward system will ensure that employees maintain this attitude and your customers remain satisfied even if they don’t feel up to it.


Commitment determines success in the hospitality industry but maintaining it is not everyone’s forte. Many employees may start out committed, but their enthusiasm eventually wanes if they realize that the field is not for them. Rather than risk bored employees, search for candidates who have a deep understanding of the industry and who can keep clients happy at all costs. Unenthusiastic workers never make it past entry-level jobs while committed ones go the extra mile to ensure organizational success. They also make a point of serving customers in the best manner possible and are more enthusiastic during training sessions.

Leadership Skills

In the hospitality industry, strong leadership skills set successful employees apart from those who are just in it for the money. The former are more productive and proactive which makes them valuable additions to any team. Most are able to handle complex plans and make contributions to them that can elevate customer experiences, reduce downtime and increase team morale. That is why most prolific managers in the industry start off as entry-level employees who are not only proactive but who also demonstrate good leadership skills.

Organization Skills

Individuals who are involved in the hospitality industry have to multitask and for that, they need to be organized. They have to be capable of juggling multiple tasks at all levels and handle several responsibilities simultaneously. For instance, on a typical day, a manager may have to handle disgruntled guests, stand in for an AWOL server, put out a kitchen fire, aid an injured worker, and all while maintaining a smile on his/her face. The work is fast-paced which can be overwhelming if your employees are not organized.


One of the critical skills employees need to have in the hospitality industry is the ability to create and maintain a professional network. That is the best way to move your career forward in this industry and encourage customers to remain loyal patrons. Besides other professionals, this includes returning guests who make a significant portion of the income the business gets. Employees who can nurture those connections have higher chances of being promoted to management.

Problem-Solving Skills 

Hospitality employees have to be strong multi-taskers and that means solving problems as they come across them. Time is money in this industry especially when it comes to customer satisfaction. This includes creating innovative solutions for complex issues, identifying routine customer complaints and ensuring the solutions they implement are effective. They are also careful in ensuring they do not violate predetermined policies and procedures that are in place to protect the business. The more versatile they are, the faster and more effectively they can root out issues.

Food Safety Manager Training

Whether you are a manager or employee in a restaurant or resort, you need to maintain a safe food environment for your guests. 360Training.com’s Food Safety Manager Training program is designed to help students clear the certification exam and get their licenses. The course covers basic food safety issues, temperature control, food handling, and contamination prevention.

If your employees need basic training and licensing, they can benefit from this course significantly. Sign up for the course today and ensure your team performs at its best.


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