A suggested best practices for enhancing performance of soft skills with entry-level hospitality managers

Weber, Melvin R.; Lee, Junghoon; Crawford, Alleah

doi:10.1080/13032917.2019.1703770

Cited by 26 publications

(25 citation statements)

References 39 publications

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“…Soft skills indicate how team members use their attitudes, behaviors, and verbal skills to interact with guests (Hurrell 2016 ). Hotel requires employees’ having interpersonal or personal skills, the development of such soft skills has become one of the major topics among hospitality employers due its nature of hospitality (Weber et al 2020 ). Therefore, soft skills are critical for customer satisfaction under strict contactless service in a quarantine hotel.…”

Section: Discussionmentioning

confidence: 99%

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Wang

Jing

2021

Serv Bus

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The strict contactless management measures that have been implemented to control the spread of the COVID-19 pandemic have severely limited the ability of hotel staff to provide guest services in a quarantine scenario. This study examines the effect of lodgers' perceptions of the services provided in hotels under quarantine on their satisfaction and intentions to revisit. A self-administered questionnaire was distributed to 250 interviewees who had experienced lodging in quarantined hotel in Mainland China and Taiwan. A structural equation modeling technique was used to study the relationship between the model and the developed hypotheses. The study findings revealed that service perception dimensions are significantly related to customer satisfaction, and there is a positive correlation between customer satisfaction and their intentions to revisit. Moreover, the quality of hotel staff members' reliability and responsiveness was shown to be the most significant dimension of lodgers' perceptions of the services received in a quarantined hotel. Therefore, hoteliers who manage hotels that are under quarantine should carefully consider their service provisions in order to encourage lodgers to revisit.

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Section: Discussionmentioning

confidence: 99%

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Wang

Jing

2021

Serv Bus

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“…Personal characteristics are the basis for motivation, leadership, and behaviors necessary for success in the hotel and tourism business. Hospitality managers need to possess these vital skills to develop performance and advance hotels and tourism businesses (Weber & Crawford, 2020).…”

Section: Literature Review and Research Motivationmentioning

confidence: 99%

واقع المهارات الناعمة بالقطاع السیاحی والفندقى من وجهة نظر المدیرین: دراسة استكشافیة

زكری¹,

موسی²,

سلامه³

2023

مجلة کلیة السیاحة والفنادق - جامعة مدینة السادات

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Tourism industry needs people with effective soft skills. These are basic skills to efficient performance across all types of jobs. Many stakeholders find a gap in the graduate's performance because of lack of soft skills. This research aims to determine the required soft Skills for staff in the Tourism and hospitality sector, evaluate the most important soft skills required in Tourism and hospitality sector in Egypt and determine the soft skills differences between tourism and Hospitality sector from hotels and travel agencies managers perspectives. A total of 295 questionnaires were distributed (190 hotel managers(general managers, human resources, and training managers) represented 64,4% from the total population and 105 travel agencies managers represented 35.6% from the total population).The participants are from Great Cairo and Sharm Elsheikh. Results indicated that the Core and Special skills were the same scores in weighted means. Soft skills differ from the perspectives of hotels and travel agencies managers in special and managerial soft skills scores, this means that hotels care about these skills during selecting and recruiting. The study recommends that educational institutions should focus on developing students with soft skills such as communication, planning, problem-solving, and leadership.

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“…By synthesizing the available literature and research by different authors (Tesone and Ricci 2005, Cheung, Law and He 2010. Robles 2012, Suh, West and Shin 2012, Testa and Sipe 2012, Wang and Tsai 2014, Succi and Canovi 2019, Weber, Lee, and Crawford 2019, these skills can be classified into several groups. The first group refers to communication skills that are most often associated with listening, presenting, and verbal and nonverbal communication skills.…”

Section: Soft Skills In Tourism Encountermentioning

confidence: 99%

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

Tanković¹,

Kapeš²,

Kraljić³

2021

Tourism in Southern and Eastern Europe

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Purpose – Besides possessing professional knowledge, tourism service providers need to have expressed communication skills and soft skills in order to offer a better tourism service. In this paper, the tourism employees' set of soft and communication skills is analysed and compared from two different points of view: tourists on the one hand and future tourism professionals, i.e., tourism students, on the other. Therefore, the main purpose of this study is to analyse the importance and differences in the perception of soft skills and communication skills in the tourism and hospitality sector from these two standpoints. Methodology – Two structured questionnaires were used to collect primary data: the first questionnaire aimed at examining the tourists' attitudes regarding the importance of soft and communication skills (N=431), and the second one, at analysing the importance of soft and communication skills from the perspective of future tourism professionals (N=404). The research results are presented using descriptive statistics, the t-test, and the Mann-Whitney U test. Findings – The results indicate that both groups are aware of the importance of communication and soft skills. The statistically significant differences between the tourist sample and the future tourism professional sample were found for all items of the Soft skills factor, with the exception of the items Demonstrating respect, Integrity, and Responsibility. Both samples show similarities with regard to all kinds of Communication skills. Statistically significant differences in the perception of all five Communication skills items from tourists' and future tourism professionals' perspectives were found. Contribution – The paper contributes to the theory by systematizing and analysing the literature and conceptualizing the soft skills and communication skills up to date. Its empirical contribution derives from the examination of data related to the tourist sample and the future tourism employee sample. This different point of view contributes to filling the research gap and opens new future research directions. By examining the most important soft skills and communication skills from these two perspectives, this study provides a practical implication for tourism educators and hospitality managers, revealing the communication skills and soft skills that require further development.

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A suggested best practices for enhancing performance of soft skills with entry-level hospitality managers

Cited by 26 publications

References 39 publications

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine

واقع المهارات الناعمة بالقطاع السیاحی والفندقى من وجهة نظر المدیرین: دراسة استكشافیة

Importance of Soft Skills and Communication Skills in Tourism: Viewpoint From Tourists and Future Tourism Employees

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