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“Hey everyone! Ready for a journey into the heart of hospitality? My name is Ronah Mae Manginlaud,
and I’m thrilled to be here with my group mates, Rena Belgar and Annalisa Cardinoza, to share some
insights into what makes this industry tick.

“We’ve all experienced that feeling, haven’t we? Walking into a hotel and feeling instantly welcomed, or
enjoying a meal at a restaurant that leaves us feeling truly satisfied. Kasi those experiences are the
results of incredible dedication and skills of hospitality professionals.

Today we’re diving into the world of hospitality, exploring the unique skills that make this industry thrive,
competitive landscapes it faces, and all of the challenges of employee turnover.

CUSTOMER SERVICE:

Customer service is the heart and soul of hospitality. It’s not just about doing your job, it’s about making
people feel valued and appreciated. It’s about going the extra mile to ensure guests have positive
experience. Think about it, what makes you want to return to a restaurant or hotel? It’s usually the
friendly service, the helpful staff and that feeling of being taken care of.

In todays, competitive market, exceptional service is a key differentiator. It’s not just about meeting basic
needs; it’s about creating memorable experience that leaves guests feeling happy and satisfied. It’s
about building loyalty and creating a positive reputation. Think of it as spreading the love.

CULTURAL AWARENESS:

In the multidimensional, fast-paced field of international hospitality, one factor continues to emerge as
increasingly essential: cultural awareness. As our world becomes more like a global village, being
culturally attuned is not merely a bonus but an indispensable asset.

In today’s world, we’re all connected. Hospitality professionals interact with people from all walks of life.
It’s important to be sensitive to diverse cultures, customs, and beliefs. This means understanding dietary
restrictions, religious practices, and communication styles, creating a welcoming and inclusive
environment for all guests. It’s about embracing diversity and making everyone feel comfortable.”

Having cultural awareness generally leads to better customer service experiences. When staff
understand and respect guests’ cultural norms and expectations, they’re able to provide more
personalized and appropriate service. It makes customers feel valued and understood, leading to
increased satisfaction levels and improved customer loyalty.

COMMUNICATION SKILLS: LANGUAGE OF HOSPITALITY

Communication is a critical component of the hospitality industry.

Whether it’s communicating with guests to ensure their satisfaction or coordinating with staff to provide
top-notch service, effective communication is essential to the success of any hospitality business.
Excellent communication skills are especially important in the hospitality industry because they can help
to build rapport with guests, resolve conflicts, and create a positive overall guest experience.
Clear and concise communication helps to avoid misunderstandings and miscommunications that can
disrupt the flow of operations.
Strong hospitality communication skills are essential in any customer-facing role, but they are especially
important in the tourism industry.
After all, the success of a business in this sector often depends on its ability to provide excellent
customer service.
Hospitality workers need to be able to effectively communicate with guests from all over the world,
understand their needs, and provide them with the information and assistance they require.
As visitors are most likely unfamiliar with the area they are visiting, it is also important for tourism
professionals to be able to provide clear and concise directions.

We need to know how many people we’ll need for each job in the future, and what kind of skills and
experience they should have. This is called “supply forecasting” – figuring out how many people we can
get from inside and outside the company.

Kailangan nating malaman kung ilan ang kailangan natin para sa bawat trabaho sa future, at anong mga
skills and experience ang dapat nilang meron. Ito ang “supply forecasting” – para malaman natin kung
ilan ang pwede nating makuha mula sa loob at labas ng company.
HR Needs vs. Supply, :

Imagine a Hotel as a Business

Think of a large hotel in a popular tourist destination. They need a certain number of staff to run
smoothly, like front desk agents, housekeepers, maintenance workers, restaurant servers, and more. This
is their HR Needs. However, the number of staff they need can fluctuate or pabago bago depending on
the season, special events, or changes in the hotel’s business.

HR Needs:
- Number: How many people do they need to hire for each job? (How many front desk agents,
housekeepers, maintenance workers, etc.?)
- Competencies: What skills and experience should they have? (Can they handle guest inquiries, clean
rooms efficiently, fix plumbing issues, serve meals professionally?)

Availability of Present Workforce:

- Number: How many people currently work at the hotel?

- Competencies: What skills do they have? Are they good at what they do? Do they have the necessary
certifications or licenses?

Demand: This is the number of people needed to meet the hotel’s goals. For example, if the hotel is
expecting a busy summer season with many guests, they’ll need more staff to handle the increased
workload.

Gap: The difference between the HR Needs and the Availability of the Present Workforce. This gap can
be either a surplus or a shortage.

Here's how the chart works:

Surplus: If the hotel has more employees than they need, they might:

- Lay off: Let some employees go, which can be a difficult decision but necessary for the hotel’s financial
stability.
- Early Retirements: Encourage some employees to retire early, offering incentives to make it attractive.
- Voluntary Resignation: Offer incentives for employees to leave voluntarily, such as severance packages
or extended time off.
- Inducements: Offer incentives for employees to move to different roles or departments within the
hotel, perhaps from housekeeping to the front desk, if there’s a need for more staff in other areas.
- Demotion: Move employees to lower-level positions, which can be a sensitive issue and should be
handled with care and transparency.
- Retrain: Teach employees new skills to fill other roles, such as training a housekeeper in basic guest
services to help out at the front desk during busy periods.
Shortage: If the hotel doesn’t have enough employees, they might:

- Hire: Recruit new employees, which can be challenging in a competitive market, requiring effective
recruitment strategies and competitive compensation packages.
- Promote: Promote existing employees to fill higher-level positions, providing opportunities for growth
and development within the hotel.
- Train: Train existing employees to learn new skills, investing in their development to fill gaps in the
workforce.

In a nutshell:
HR Needs vs. Supply is a dynamic process that requires careful planning and decision-making to ensure a
hotel has the right people with the right skills, at the right time, to achieve its goals. It’s about balancing
the number of employees they need with the number of qualified people available, making sure they
can provide exceptional service to their guests while maintaining a financially sustainable operation.