Different generations have different means of interacting in the workplace. Many of our members are noticing that some entry-level employees may benefit from additional training in basic workplace skills and customer service fundamentals like using a mop or active listening.  

We’ve put together these resources to help your employees find new ways to learn the soft skills every hospitality team member needs to be a valuable employee. These resources are just a jumping off point. Once you dive in, you may want to look for more resources at your local public library. 

We will also add to this toolkit. Be sure to check back to see what other soft skills your team may need. 

One doesn’t put many skills on a resumé or cover letter. These skills aren’t taught in schools or during a typical training session. 

As an employee who interacts with the public and is expected to provide stellar hospitality, it might help to read up on how to learn the following skills.  

Become more culturally aware 

As part of the hospitality industry, we welcome both guests and employees from all over the world. Learning about how other cultures work can help you communicate in ways that may not seem obvious. 

Reliability and punctuality 

The rest of your team is waiting for you to clock in. They may be anticipating your arrival because there is a rush, and they need a helping hand. Or maybe the employee you are replacing has an appointment and can’t leave until you arrive. Learn tips about how to be on time for your shift. 

Work ethics and integrity 

Can your teammates rely on you to show up and work hard? Are you accountable to your team? Learn ethics and how to improve yours to make you an invaluable employee. 

Open-mindedness and willingness to learn 

Getting trained in a new job means learning a lot of new concepts and ideas. But once you know the job, you can still strive to improve. Learn tips to be more open-minded to new concepts. 

Body language recognition 

Do you think you could tell if someone didn’t like the meal you just placed in front of them if they didn’t tell you? Learn how non-verbal cues can teach you about how others are feeling. 

Communication 

Being clear and concise with your team and customers is crucial to great customer service.  

Empathy and active listening 

Your customer has had a terrible day. They may take it out on you, or they may come in looking for someone to help them have a better day. Putting yourself in their shoes and actively listening to what they need can improve your customer service tenfold. 

Patience 

Staying calm during a stressful situation is good for your customers and for yourself. Learning to be more patient has many benefits. 

Positive attitude 

If you work in hospitality, you are showing up to ensure someone has a great experience. A positive attitude will brighten not only your guests’ day but also yours and your team’s. 

Problem-solving 

How do you deal with complaints? What happens when you run out of an ingredient needed for today’s special? Learn to be a better problem-solver to make things easier for everyone during a stressful situation. 

Teamwork & collaboration 

We all know teamwork makes the dream work. Learn how to work better with your team. 

Adaptability 

Change is inevitable. But being willing and able to adapt to change is a skill they don’t necessarily teach you in high school.  

Conflict resolution 

This skill is needed in more than one job role, especially when working in high-stress, fast-paced environments. Learning to deal with conflict is a skill that not many people like, but many of us need. 

Stress relief 

There are so many ways to deal with stress that are unhealthy. Learn how to relieve the stress of the moment with some healthy coping skills. 

Attention to detail 

Your kitchen staff would never send out a plate with splatters of sauce everywhere or vegetables barely hanging onto the plate. Attention to detail covers everything from presentation to sanitation.  

Time management 

Learning how long it takes to cook dishes for many different tickets to come out simultaneously is a true test of your time management skills.  

Stress management 

The stress of working in hospitality is so real that we’ve already mentioned it. Here are some more coping tools. 

Multitasking 

If there is one thing anyone who has worked back-of-house knows, it is that you will be doing more than one thing at a time.  

Clear communication 

Making sure your team knows what you are doing and what you need from them is a skill that everyone in the kitchen needs. Be clear with your communication. 

Accountability 

If you make a mistake, admit it, apologize and learn from it. Many errors can be forgiven with accountability. 

Managerial & leadership skills 

Emotional intelligence 

Learn how to manage not only your own emotions, but those of others, too. 

Motivation and encouragement 

As a manager, you are expected to both motivate and encourage your team. 

Decision-making skills 

You will make a thousand decisions on any given day. How do you hone those skills? 

Delegation 

Frequently, you will assign tasks based on team members’ strengths and workload. 

Mentorship and coaching 

Your team needs you to direct and coach them to develop professionally.  

Conflict resolution 

In any profession, there is bound to be conflict. How can you resolve these issues? 

Sometimes, employees come to us needing skills you might be surprised they don’t have. Whether it is pushing a broom, making change or other skills, check out these links to help your employees pick up these skills. 

How to sweep the floor 

Sweeping should be one of the last things you clean before vacuuming or mopping. Before you begin to sweep, make sure the tables and counters have been wiped down first. This will ensure that all the dust and dirt you are cleaning up is on the floor before the sweeping starts. 

Once you finish that, grab a broom meant to sweep floors indoors.  

You’ll want to start in the corners and work your way out. If you have a large room, break it down into smaller sections. 

Once you get the dirt in a pile, sweep it into a dustpan and discard it. 

How to make change 

We live in times when many people use a debit or credit card to pay for meals. On those rare occasions when someone would like to pay in cash, it is important to know how to make change. 

The best way to do this is to work your way up from the amount owed to the amount paid. For example, if the bill is $7.48 and the customer hands you a $20 bill, work your way up to $20. From $7.48, take two pennies from the till. That adds up to $7.50. Two quarters will take you to $8. Then, two $1 bills will add up to $10, and another $10 bill will bring it to $20. Watch this video to see other examples. 

How do I find a job?

WorkSource Washington

WorkSource is a statewide partnership of state, local and nonprofit agencies that provides an array of employment and training services to job seekers and employers in Washington.

Customers access services electronically through WorkSourceWA.com or through a network of more than 60 WorkSource centers, affiliates and connection sites.

Other platforms

Check out indeed.com, monster.com and other job posting sites.

What do I need to do to prepare for a job interview? 

Not everyone looking for a job has been prepared for the job interview. What should you do to prepare? Should you have your answers ready, or should you wing it? What do you know about the company? Prepare for every job interview as if it is the only job for which you are applying. Check out these tips for a successful interview. 

How do I write a resumé? 

Before you get that interview, you’ll need a resumé that stands out. Not only should you include your job history, but include soft skills like the ones mentioned in this toolkit. If you are still in school and are applying for that first job, include your interests and school activities. There are several formats from which you can choose, such as 

  • Chronological: your job history from the latest to the earliest 
  • Functional: A presentation of your skills and education, with a smaller mention of your work history. This is good for those with little job experience 
  • Combination: Combines the history of the chronological resume with the skills presentation of a functional resume 

You can find plenty of examples online, as well as signing up for free job listing services, such as indeed.com. 

What is professional etiquette? 

Now that you have the job, knowing how to act in a new situation can be hard. There are several rules of etiquette for any job. 

  • Don’t talk back to your boss 
  • Don’t gossip 
  • When you are at work events, you are still at work 
  • Ask questions 
  • Don’t bring your emotions into work 

You can find more tips about work etiquette here. 

Appearance 

It is important to maintain good personal hygiene and come to work in clean clothes. Many employers, especially those in the food service industry, may have policies regarding this topic, and it’s important that you follow them.   

Training

Career Connect Washington

Students and younger workers need combined classroom learning and professional experience to be ready for college AND careers.

Career Connect Washington works with schools and employers across the state to give meaningful, real-world job experiences to students of all ages, and workers up to 30.

Big Table

If you need help, Big Table works on a referral model, not a “hotline” model. We build a network of managers, owners, and employees across the industry and when they see someone in crisis, they submit a personal referral. Big Table responds directly and personally – seeking to meet an immediate crisis need as quickly as possible with the goal of keeping a family or individual from falling off the ledge.

They partner with the best resource providers in the community when a need can be best met collaboratively. These include doctors, dentists, therapists, auto mechanics, and lawyers.