Giving your hospitality team the "human skills" tools they will need to succeed in the age of AI.

"If you do not train to succeed, you train to fail."

This adage has never been more true than now. More every day tasks are being handled by AI/online services that were normally being processed by team members, in order to streamline the hospitality experience of travelers. This shift in workload is an opportunity in disguise, as the actual human interaction your guests have with your hotel staff will help you stand out above your distinguished competition *IF* your staff continues to be properly trained.

We have personal experience with this phenomenon, as one of our own continues to be our "showcase" sales team member that business partners love to interact with. We don't want to make someone blush (Samara, we are talking about you) but she has taken the initiative to see online sales techniques, speak with our vendors about product updates and even attend trainings with realtors in order to rehearse "objection training" to help win sales. She goes above and beyond to improve her sales and "personal interaction" techniques, and she passes on what she has learned to our sales team members and our interns.

Getting the proper contemporary training that *your* facility needs is essential to dominating the guest experience in your market, and having travelers return through your door. It is important that your staff remains well informed on the current best practices for guests' interactions, and that Managers and Supervisors take the time to add their own personal touch to ensure human skills are properly presented and rehearsed with team members.

Your team members are looking for an opportunity to stand out.

Your team members are very aware of what AI can do for your property, and what responsibilities it can lift off of their shoulders. They are also keenly aware that the tasks that require the human touch will make-or-break them, in terms of being a human asset to the organization. We recommend that time and resources are set up to provide proper social skills training, especially now that the holidays are upon us. The few minutes of downtime may be the moments when a team member refines the skills they have into becoming that great person hotel guests remember from their experience and reward with positive reviews and recommendations for return visits.

Social skills training can greatly enhance hospitality workers' ability to deliver exceptional service by helping them communicate more effectively, build rapport with guests, and handle difficult situations with confidence. Here are several key ways this training can be beneficial:

1. Improved Communication Skills

• Active Listening: Social skills training teaches active listening, enabling workers to fully understand guests' needs and preferences. By listening carefully and responding appropriately, they can ensure guests feel heard and valued.
• Clear and Concise Communication: Training helps workers learn to communicate clearly and politely, which reduces misunderstandings and enhances the overall experience for guests.

2. Enhanced Empathy and Emotional Intelligence

• Reading Social Cues: In hospitality, understanding body language and other non-verbal cues is crucial. Social skills training teaches workers to recognize these signals, helping them gauge guests' satisfaction and adapt their approach accordingly.
• Handling Emotions Under Pressure: With emotional intelligence training, workers can learn to manage their own emotions and respond calmly to challenging situations, such as complaints or high-stress periods, which can improve guest interactions.

3. Stronger Conflict Resolution Skills

• Managing Difficult Guests: Social skills training provides strategies for de-escalating conflicts and responding constructively to criticism, turning potentially negative experiences into opportunities to improve service.
• Problem-Solving Techniques: Workers trained in conflict resolution are better equipped to find quick, effective solutions to problems, which enhances guest satisfaction and helps maintain a positive atmosphere.

4. Better Teamwork and Collaboration

• Positive Interactions with Colleagues: Social skills are equally important for team dynamics. When employees communicate and cooperate effectively, it creates a more seamless service experience for guests.
• Supporting a Positive Work Environment: A positive, collaborative atmosphere among staff translates into more positive interactions with guests, as employees who work well together are more likely to support each other in delivering excellent service.

5. Personalized Guest Interactions

• Creating Memorable Experiences: When employees understand how to personalize interactions—by remembering guest preferences or celebrating special occasions—it enhances the overall guest experience and encourages return visits.
• Building Rapport and Loyalty: Social skills training helps workers build rapport with guests, making them feel valued and appreciated. This can foster guest loyalty and improve the hotel's reputation.

6. Enhanced Cultural Awareness and Sensitivity

• Understanding Diverse Backgrounds: Many guests come from varied cultural backgrounds. Social skills training often includes cultural sensitivity, helping workers understand and respect different customs, which is essential for international guest satisfaction.
• Language and Communication Barriers: Workers trained in social skills can better navigate language differences and cultural misunderstandings, making interactions smoother and ensuring guests feel respected.

7. Increased Confidence and Job Satisfaction

• Boosting Self-Esteem: When hospitality workers feel equipped with the right social skills, they tend to feel more confident, leading to a higher sense of job satisfaction and better performance.
• Greater Retention Rates: High morale and satisfaction from feeling competent and appreciated reduce employee turnover, which ultimately benefits both the service quality and the organization as a whole.

By providing hospitality workers with the tools to interact effectively, respond empathetically, and solve problems efficiently, social skills training can greatly enhance the overall service experience, resulting in happier guests, better reviews, and a stronger reputation for the establishment.