| Competencies |
Hard Skill - example |
Soft Skill- example |
| Teamwork (Work effectively with others to achieve shared goals) |
Demonstrate technical knowledge and skills to raise the quality of service of a front office team |
Integrate any work team, in any type of hotel, regardless of its category |
| Effective communication (Appreciate communication needs to achieve results and stay motivated) |
Attending clients and providing a service in at least two languages |
Mastering information and communication technologies from the user's perspective |
| Enthusiasm (Being committed to your own role, team and business) |
Adapt to the seasonality of the activity and comply with irregular work schedules |
Define objectives and results to be achieved by the organization |
| Strategic thinking (Have a vision of the future about your department or business and communicate it to others, making sure the company is working towards that) |
Identify future trends and needs of guests and customers |
Be aware that the competitiveness of the sector forces constant updating |
| Problem solving (Serve calmly and effectively with difficulties and unforeseen situations) |
Organize schedules, work shifts, holidays and employee vacations |
Dealing with complaints and unsatisfied customers |
| Customer service focus (Concern about exceeding customer expectations. Make a strong and positive impression on customers) |
Evaluate and promote guest and customer satisfaction |
Analyze compliance with customer service standards by employees |
| Leading for results (Get the best of human resources. Encourage them to take responsibility for their own work) |
Analyze and control the costs and revenues of hotel operation |
Conduct "mystery client" audits to assess the quality of service provided |
| Planning and organizing (Planning to make sure things happen at the right time) |
Mastering some of the specific hotel management software |
Find new ways of accomplishing tasks by employees |
| Financial awareness (Stay alert and aware about the financial impact of your actions and the actions of others) |
Elaborate and implement technical sheets of production and services for the food and beverage department |
Make comparisons of rates and sales prices to customers, by the competition |
