Naturally on a flight to paradise I wouldn't want anything less than a seamless and relaxing travel experience — and thankfully, that's exactly what JSX is offering on its new flight to the Bahamas.
05.12.2023 - 08:42 / traveldailynews.com / Apollonas Kritikos
Encourage empowerment and job crafting to fuel innovation and creativity among employees.
The hospitality industry is evolving in response to shifting guest expectations and emerging trends. Today’s guests seek authentic, meaningful, and sustainable experiences. As their discernment deepens, the need for new competencies among hospitality professionals becomes evident. Traditional service roles are transforming into a new breed of hospitality employees—experiential designers and transformative guides. These competencies go beyond traditional skills, encompassing attitudes, behaviours, and personalities that redefine the guest experience.
Essential competencies
So, how do you select and cultivate these competencies
Start by selecting candidates based on intrinsic personality traits rather than specific skills, as skills can be developed over time. Evaluate candidates’ emotional intelligence and socio-cultural awareness through immersive role-play scenarios. Provide opportunities for them to showcase conversational finesse and storytelling prowess. Explore their passions and interests outside of work to ensure alignment with the hotel’s unique brand story.
Once selected, cultivate these competencies. Implement targeted training programs to elevate emotional intelligence and self-awareness. Embrace experiential learning as a pivotal element – after all, if your staff cannot savour the essence of being a guest at your hotel, how can they be expected to master the intricacies of the experiences you wish them to craft? Use theatrical tools to nurture creativity, emotional management, and storytelling abilities. Encourage empowerment and job crafting to fuel innovation and creativity among employees.
In nurturing these competencies, you unlock the potential for unparalleled guest experiences, strengthen brand value, and shape the future of the hospitality industry.
About the author: Anita Manfreda is a researcher, trainer, and consultant at Blue Mountains International Hotel Management School @ Torrens University Australia. She works with practitioners in the luxury sector to redefine the contemporary definition and characteristics of luxury accommodation experiences toward authenticity and sustainability.
Naturally on a flight to paradise I wouldn't want anything less than a seamless and relaxing travel experience — and thankfully, that's exactly what JSX is offering on its new flight to the Bahamas.
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