Analysis of The Key Skills Needed for a Graduate Career in The Hospitality Industry

The skills that I intend to discuss are necessary for a career at Courtyard by Marriott, as an assistant sales manager of catering, food and beverages; as part of the Voyage graduate scheme. The aim of this role is to ensure that guests have a ‘smooth and productive stay that meets both their personal and business requirements’. Due to this, there are several key skills that are needed to ensure that all tasks are completed with the upmost level of professionalism, but also to make sure that individuals working in this establishment meet the aim of hospitality, which is to satisfy customers. ‘Earning customer loyalty takes time, practice and honesty. If you approach each customer with the intent to make a customer for life, this will alter the way you address customer service. ’

When working with other staff members and providing quality food and beverage services, communication, team work and organisation are three skills that allow a graduate to have a successful career within Courtyard by Marriott, as each skill relates to the duties of an assistant manager. In this essay, I intend to discuss why these skills are necessary. The first skill required for a graduate career in the hospitality industry is communication. Communication is arguably the focal point of guest satisfaction, as it is often the first aspect of interaction a customer will have with a service. Because of this, graduates should possess personality traits that allow them to look approachable and professional when ‘welcoming and acknowledging’ guests, such as having an enthusiastic manner and kind tone. This as a result, is likely to make customers feel comfortable in a business, and create a positive impression as soon as the guest’s experience has begun.

Communication also allows staff (such as an assistant sales manager of food and beverages) to get to know customers, and subsequently, offer services that meets their needs or desires. Within hospitality establishments, customers expect to receive services or items that suit their preferences. Because of this, a graduate should posses the key skill of communication, in order to ‘address guests’ service needs. ’ This may be demonstrated through adapting sale items, such as food, by asking about dietary requirement before a meal purchased, in order to ensure the safety of a guest. It can be suggested that if effective communication between employees and guests is not present, the establishment may lose business as guests may be left wanting more, and in turn, may put their loyalty in another business that can meet their expectations.

Furthermore, teamwork is another key skill required for a graduate career in the hospitality industry. Although an assistant manager is expected to provide tasks and supervise staff to ensure the smooth running of a business; they should also take on the role of a leader, and motivate staff to a achieve goals that coincide with the brand image, such as ‘perusing excellence’. (Marriott) At Courtyard by Marriott, for example, assistant managers are expected to ‘perform as role models’ and ‘support teams in order to reach common goals’. Because of this, an assistant manager should take on a ‘let’s go’ attitude, and work alongside their team by involving themselves, rather than simply supervising and providing tasks; but similarly, should encourage others to work together. This is necessary, as it is likely to increase the standards at which tasks are completed. For example; graduates who have taken on the role of an assistant sales manager of food and beverage may use teamwork in order to encourage a team to meet certain business goals, such as profit. This is necessary, as using teamwork in this way is likely to make staff want to make their team members proud and in turn, customers may experience service that is above and beyond their expectations.

Moreover, as an assistant manager in a hospitality establishment such as Courtyard by Marriott, organisation is an essential skill, as an assistant manager of food and beverage will not only be expected to complete tasks within their sector of the business; but will also be expected to monitor and assist other sectors in order to ensure that all operations are running smoothly. For instance; within Courtyard by Marriott, an assistant manager of food and beverage is expected to ‘contact appropriate individuals or departments. . . to resolve guest calls, requests or problems’.