A successful career in hospitality management requires a strong customer service orientation, leadership abilities and the capacity to thrive in fast-paced, service-driven environments. From the customer’s perspective, it is easy to see why one hotel or restaurant might flourish over another; it usually boils down to the quality of service, all else being equal. If a manager and their staff are attentive, accommodating and efficient, it can make the difference between a mediocre experience and an excellent one.
Southeastern Oklahoma State University’s online Bachelor of Business Administration (BBA) in Hospitality Management program develops these essential competencies through comprehensive coursework in operations management, customer service excellence and business leadership. The hospitality industry offers one of the most rewarding, social and thrilling career paths for professionals who are passionate about service and willing to work hard. Aside from a capacity for hard work, the following three skills are essential:
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Effective Communication With Coworkers and Customers
Communication can differentiate a smooth-running restaurant or hotel from a chaotic one. The hospitality manager must have excellent communication skills to ensure a terrific customer experience. Poor communication can lead to low quality service, missed opportunities and harm to the customer relationship.
Communicating effectively can help managers smooth over rough situations with staff and customers. Clear communication and articulated expectations also keep staff on the same page, equipping them to understand and consistently address any concerns a customer might have.
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A Focus on the Customer
Customers are why hotels and restaurants exist. As the primary reason for their existence, customers should be the primary focus of anybody managing one of these establishments. Successful hospitality businesses must clearly understand their target audience and consistently deliver value that meets or exceeds customer expectations across every touchpoint of the guest experience.
By its nature, a focus on the customer is also a focus on the staff. Staff members interface with customers most often. No matter how great the product is, if customers experience sub-par service and staff, they probably won’t return to the business or recommend it to others. Building a team of polite, friendly and well-trained staff members creates positive guest experiences that generate recommendations and repeat business. This is the foundation of long-term success in the hospitality industry.
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A Willingness to be Flexible
It should come as no surprise that hospitality management isn’t a typical 9-to-5 industry. The busiest hours at a hotel or restaurant are often the hours when everyone else is off work. This means managers might work long hours through the holidays or be on call to handle the occasional surprise situation at night. A willingness to work in this type of environment is part of what it takes to work in hospitality management. Integrating flexibility in scheduling is also crucial for supporting the staff’s work-life balance.
Flexibility also extends beyond scheduling to include adaptability in problem-solving and decision-making. Hospitality managers must pivot quickly when unexpected challenges arise, whether addressing guest complaints, managing staffing shortages or responding to operational issues. The ability to remain calm under pressure while finding creative solutions distinguishes effective hospitality leaders from those who struggle in the dynamic, guest-focused environment.
Building a Successful Hospitality Management Career
Hospitality management is a versatile and flexible career path, well-suited to those who love interacting with people and taking charge of a team. Professionals in this field find great satisfaction in providing customers with the best possible service and standing out in their industry. Success in hospitality management requires a customer service orientation, strong interpersonal abilities and the flexibility to adapt to the dynamic nature of the industry.
Southeastern’s online BBA in Hospitality Management program develops these essential hospitality management skills through comprehensive, specialized coursework. The program prepares graduates to meet hospitality career requirements and excel as successful hospitality managers across hotels, restaurants, events and tourism sectors. For those passionate about service excellence and team leadership, this degree provides the foundation needed to build a rewarding career in a dynamic industry.
Learn more about Southeastern Oklahoma State University’s online BBA in Hospitality Management program.