‘People Skills’ Are A Must For Hospitality Industry
Photo by Joselyn King Trending
WHEELING -- Today people check into some hotels by just logging on to their phone, and a requested beverage then can be delivered to them via a room service robot.
Despite the new technology, those in the local hotel and hospitality industries say they still need to hire humans "with people skills" -- those who have the ability to provide a personal touch and knowledge of the area when needed.
West Virginia Northern Community College and the West Virginia Department of Tourism on Friday jointly hosted a meeting with local tourism and hospitality stakeholders. Among those present were employees with the Wheeling Park Commission, Oglebay Institute, Grand Vue Park and the Wheeling Convention and Visitors Bureau.
Ennis Smith, director of destination development with the WVDT, explained the agency has received a $5.1 million Economic Development Administration Grant through American Rescue Plan funds. It is to be used for workforce training and educational development for those in the hospitality and travel industries.
She wanted the experts present to tell the agency how the money could best be spent.
They said they need to attract more employees in general. It isn't always necessary for entry-level jobs that the employees have training, but they would like them to at least have "some personality."
Just showing up for their scheduled job interview is usually a good first step. It is better still if they have a knowledge of the area, they agreed.
Phil Klein, vice president of economic and workforce development at WVNCC, asked those in the tourism and hospitality industry if the school should offer a class teaching "soft skills" needed when dealing with guests, customers and the public.
"This needs to start even before they are ready to work," said Olivia Littman, marketing director for the Wheeling CVB. "Sometimes, if you are not having that discussion before high school, you've already lost their confidence."
Craig White, general manager at Grand Vue Park, said the park used "to hire for personality, and train for skills."
"We're getting less and less people with personality, and less and less that we can train," he continued.
The country of Peru includes a hospitality class as part of their primary education. As a result, visiting the country can be a more pleasant experience, said Bob Peckenpaugh, president and CEO of the Wheeling Park Commission.
"If we required every single student who comes out of WVNCC to have a certain hospitality class and training, those people skills would be a great outcome for us," Peckenpaugh said.
The skills could benefit not just those working in tourism and hospitality, but in any vocation, added Rod Haley, executive vice-president at Oglebay Resort.
"It's still a good life tool - whether it's welding, business or whatever," he said.