Published Online:September 2025
Product Name:The IUP Journal of Soft Skills
Product Type:Article
Product Code:IJSS040925
DOI:10.71329/IUPJSS/2025.19.3.48-53
Author Name:Manishankar Chakraborty and Shamma Abdulnasser Ali Alnaqeeb Alafeefi
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:48-53
This article examines the critical role of soft skills in enhancing employee performance and organizational growth in a mid-sized hospitality establishment operating in a competitive urban environment. Despite employing technically proficient staff, the organization experienced escalating challenges, including declining customer satisfaction, rising employee turnover, service inconsistencies, and internal conflicts. An internal review conducted by the Emergency Management Transformation Team (EMTT), supported by an external expert, revealed significant deficits in employees’ communication, emotional intelligence, teamwork, adaptability, and leadership—competencies essential for effective service delivery. Drawing on existing literature, the analysis highlights how soft skills act as the human interface between technical expertise and service excellence, directly influencing guest experience, operational harmony, and staff engagement in the hospitality sector.
The hospitality sector is a human-capital-driven industry where service quality, customer satisfaction, and relationship management play decisive roles in organizational performance. This type of working environment calls for important technical capabilities; however, they are insufficient to ensure success. Transferable soft skills such as communication, emotional intelligence, teamwork, flexibility, and leadership form the backbone of effective service delivery and sustainable organizational growth.