The "human touch" is one of the most distinct characteristics of the hospitality industry. Therefore, investing in the development of soft skills in the customer service management segment can become a unique characteristic of organisations that prioritize upskilling their people.
Author - Dr. Lalatendu Kesari Jena
As workplaces settle or at least think of settling in the hybrid environment, HR teams must ideate and improvise with sheer conviction to create a sustainable workforce which is planned, recruited, managed, trained and rewarded like never before.
It has been the incumbents in those roles which have driven the change as they learned and discovered new ways of doing their jobs more efficiently, be it training or the issues at work which stimulated them to rethink the way they worked.