SOFT SKILLS

Women by nature, name, and design are oxymoron. And that probably explains why men find it difficult to understand them. For example, women like ‘soft’ men but crave ‘hard’ desires. From time immemorial, we had come to identify 'hard' with strength and 'soft' with weakness. So a sweating guy under the scorching sun is working 'hard '. The man in an air-conditioned office working on a pad is a 'softie '. An individual that seems to have a permanent frown is seen as 'hard and serious', while somebody that smiles a lot is perceived to be 'soft and unserious'. This you will later find out may not be entirely correct. Where are all these leading us to? Skills application in the hospitality industry. Follow me.

As an operative in the field years ago at the reception desk, we prided ourselves in our acquired 'hard skills ' of being able to stand average 8 hours attending to guests. We flaunted our 'hard 'skill of being able to check guest in less than 3 minutes. The competition then was in how many guests you were able to check in a shift of 8 hours. Sadly, this was however done at the expense of 'soft skills' and by implications comfort of the guests. Maintaining eye contact, smiling, calling guests by name and empathizing are some of the 'soft skills 'that we abandoned when attending to guests then. By benefit of hindsight, this must have caused the management a lot in terms of guests’ satisfaction, data collection, revenue from returning guests and probably referrals from satisfied guest. Like our mindset, we were trained in these skills but failed to prioritize its application. While I do not criticize 'hard skills’ exhibited above, the focus should be on maintaining a balance.

Hard skills are vital and essential, otherwise the housekeeping, laundry, kitchen and engineering departments will not meet threshold. The finance guys will similarly tell you that 'soft skills 'will not get your money out from guests. My take however is that hard skills can be applied with 'soft skills ' for maximum impact. Finding the balance requires tact and emotional intelligence that is above average. I will explain.

Hard skills are abilities that help you in following standard operating procedures. Aligning job descriptions, efficiently, effectively and responsively are skills needed to drive your job. Soft skills are the emotional expression and temperament that staff deploys in handling his duties. These are the emotional connect that leaves a guest feeling at home and thereby guaranteeing his loyalty. Guest will remember a smile and not a timed service delivery as effective that may be. A hard-working staff that cannot emotively express himself will not be a good representative of the organization. Retrain him.

I must however not conclude this piece without admitting to limitations in our 'soft skills ' appreciation in this part of the world. Maintaining eye contact is considered impolite by our unchanging culture, and calling people by name is seen as the height of rudeness. Presently, I report to my buddy and chairman who finds it difficult to call me by name, we have staff of the same age bracket in our swimming pool building organization who calls themselves 'Mister’ in spite of their closeness and I have a sister that is incurably timid but calls the shots in human resources department of a front- line furniture firm! The good news is that, Theodora, our administrative executive is an exemplary staff and has been able to balance the two contrasting skills.

Get out of the rut, do something unusual today. After all, it’s Friday.