Skills and qualities

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Skills and qualities

Introduction

The Travel and tourism industry takes both interpersonal skills and technical skills into a huge consideration when recruiting a new member of staff. Concerning

Technical skills may be one of the most basic types of skills which employers may be looking for when recruiting new members of staff as it is very crucial to their job roles. Technical skills are absorbed and taught as it will benefit them I their jobs, in many cases they may be very basic skills such as maintenance, cookery, organizing and so on. There are many values of technical skills and some are more demand that the others, however these skills are often the most crucial skills required by employers. Technical skills are set out to run, and set up malfunctions, or equipment maintenance such as computers which is involved in a certain individual’s job criteria. In this case this skill may be important as the staff that has that skill will be familiar with what kind of preservation is essential to carry out on this equipment if something goes wrong.

However on the other hand interpersonal skills are self-concept development, which makes an individual different from other individuals, however it includes many effects for instance how you behave in different situations or how you get on with people. A personal quality is what builds up persons characteristics; this may result in their attitude towards life and work.  However skills are a development of process, it is socially constructed, and it’s what you learn in the work place.  Employees are trained to develop these skills because it is vital in the travel and tourism industry. Personal qualities and skills are essential when employing new members of staff into the industry.  The most common skills which are taken into account are usually are literacy and numeric skills, there are also other skills which are highly recommended for potential travel and tourism staff such as communicational skills, organisational skills and most importantly customer service. However there are also other types of skills required as well as all the technical skills for instance stamina; staff must have the stamina to work long and flexible hours.

One example of interpersonal skill is coordination, this is extremely important for staff to be capable of doing as it regulates performance in relation to others' actions. Staff must be able to engage in negotiation as it brings everybody together and settles the differences. On the other hand service orientation and social perceptiveness; this is when they are aware of what everybody else feels like towards a certain situation, their reactions and understanding.

At the Marriott Hotel the staff are trained really well for a specific job role in order for them to do really well, so for instance some of the skills may be that they want their staff to take to account is the hotels geography, or be able to be familiar with all the emergency procedures for instance where all the fire exits are located.

Reception

Interpersonal skills

Receptionists are required to have many types of interpersonal skills because they are responsible for assisting the guests so they must have excellent guest service skills. They are the first people the guests see when they visit to the hotel which is why they must have good skills in providing information regarding the hotel. Receptionists must learn how to make a good first impression and also learn to develop good listening skills because this is very important at the Marriot. They must be able to and capable of communicating effectively and have the stamina to work long hours.  

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For receptionist at the Marriott they must be aware that they have many objectives to meet whilst they are at work, as there will be many different types of customers with their own unique problem which will need to be dealt. However handling complaints well is also another huge concern and this skill by a receptionist is most important as the Marriott believes customers are always right.

At the Marriott is it is essential that receptionists be taught how to stay motivated and learn how to focus on customer care and provide information professionally, however they also need to ...

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