THE PREFERRED SKILLS OF EMPLOYERS IN HOSPITALITY INDUSTRY AND ITS

IMPACT ON EMPLOYMENT OPPORTUNITY

A Thesis Presented to
The College of International Tourism and Hospitality Management
LYCEUM OF THE PHILIPPINES-MANILA
Manila, Philippines

In Partial Fulfillment
of the Requirement for the Degree of
Bachelor of Science in International Tourism Management,
Bachelor of Science in International Hospitality Management with specialization
In Cruise Line Operations in Hotel Services,
Bachelor of Science in International Hospitality Management with specialization
In Culinary Arts and Kitchen Operations

CAGATAN, Keith Wenzleith M.

GARCIA, Mark Laurence G.
JEONG, Yechan B.
PASANA, Hannah Julienne Q.
SIBULO, Trisha Erica P.
 2024
CHAPTER 2 - REVIEW OF RELATED LITERATURE AND STUDIES

The hospitality industry is a dynamic and changing sector that relies largely on human
resources to provide outstanding service and remain competitive. As visitors' demands and
expectations evolve, so do the abilities that employers seek in new workers. Understanding the
preferred skills of employers in this business is critical not just for job seekers looking to
improve their employability but also for educational institutions and training programs that shape
the future workforce. This study of related literature investigates the main technical and soft
abilities that employers in the hospitality sector place a high value on, as well as how these skills
influence job opportunities. This section analyzes recent research and reports to provide a
complete overview of the trends and patterns that define the competence required to succeed in
this fast-paced, customer-centric sector.

Employer Expectations vs. Job Seeker Preparedness

In a study conducted by Bureros (2022), it mentioned that the employees are the key to
success for modern businesses. Job satisfaction research is very important in the hospitality
industry since the loyalty, enthusiasm, and focus of workers directly affect the level of pleasure
that guests leave with after their stay. Strategies and policies are necessary for executives in the
hospitality industry to retain an adequate staff. Among these goals is the maintenance of a safe
and healthy workplace for all employees, as well as the enhancement of employee engagement
and motivation. Every successful enterprise relies on committed individuals. When employees
are adequately motivated, they attain satisfaction and channel their energies and skills towards
benefiting the organization, thereby achieving its fundamental objectives. According to Qureshi
et al. (2019), there is a relationship between job satisfaction and work commitment.

The hospitality industry delivers services and provides to clients through its personnel,
necessitating investment in its workforce. The hospitality business, characterized by its service
orientation, is labor-intensive; thus, an efficient staff is essential for achieving success and
enhancing customer service (Ghani et al., 2022). The study by Ghani et al. (2022) emphasized
that the primary challenge for the hotel industry is to motivate potential job seekers to choose
careers in this sector as their first choice. Recently, the business has begun to emphasize
recruitment from university placement programs; yet, it struggles to keep these recent graduates
due to an organizational culture that fails to meet their needs. The post-hiring commitment is not
emphasized. This indicates that their recruitment and selection process is ineffective,
contributing to the elevated turnover rate in this field.

According to a report from the Philippine Chamber of Commerce and Industry's Human
Resources Development Foundation Inc. (PCCI HRDF), it mentioned that employers are hesitant
to hire new graduates due to a lack of skills and training. Employers are looking for graduates
with abilities that are not specific to their sector or are universally applicable. A person who can
apply their knowledge and abilities in each circumstance is more employable than those who
only have knowledge but lack the relevant skills (Gevana, R., & Tan, J. B. 2021).

Graduates of this course should possess managerial skills to plan, coordinate, and oversee
the daily operations of the businesses. To build strong employer, employee, and customer
relationships, the curriculum also assists students in developing excellent communication and
interpersonal skills (Find University, 2017). The graduates should make sure they have the
package and equip themselves with what is anticipated by the hospitality businesses since the
search for a job in this generation is rather competitive. By now the sector is expanding and
carving its path in the corporate world. Graduates should be very competitive to impress their
target companies and qualify (Asprilla et al., 2018).

The study conducted by Asprilla et al. (2018) indicates that research published by the
Asian School of Hospitality Arts (ASHA), the leading hospitality institution in the Philippines,
forecasts an 11 percent growth in the local sector this year. This figure is identical to the one
provided by the Asian Tourism Association. The expansion of five-star hotels and restaurants
will necessitate an increased workforce, including hotel managers, food and beverage managers,
baristas, and other hospitality professionals to support this growth. Filipinos are indeed capable
of occupying these supervisory and professional roles due to their qualifications for such
positions. Angie Blanco, the director of the ASHA, indicated that individuals from the
Philippines are the most commonly preferred candidates for these positions. The exceptional
qualifications, trustworthiness, and strong work ethic of Filipinos lead top five-star hotels to
prioritize recruitment from the Philippines over other countries. The prevalence of degrees in
HRM (Hotel and Restaurant Management) among Filipinos indicates a notable level of
qualification.

Aligning educational achievements with workforce needs promotes socioeconomic

mobility, national progress, and competitiveness. To achieve and maintain alignment, educators
and businesses must engage in constant communication about workforce preparedness. What
skills should graduates have to succeed in both today's and tomorrow's workplaces? A study by
Finley and the Association of American Colleges and Universities (2021) found that students
who participate in "forms of inquiry that train the intellect through a focus on real-world
problems that draw the learner into relationship with others" are in high demand by employers
across many sectors and with a variety of educational backgrounds. As a result, both
departmental and general education program aims are generally coherent with the abilities gained
through a liberal education, which are highly regarded by employers. Students will have an
easier time articulating the relevance of their education to employment needs if they are specific
about the abilities they hope to acquire.
 Furthermore, Hristov and Chirico (2019) emphasized that in the implementation of
sustainable concepts, employee happiness serves as a valuable key performance indicator. A
widely recognized management philosophy referred to as "sustainable leadership" seeks to
implement a holistic approach to sustainability by harmonizing the needs of individuals,
financial performance, and ecological considerations to enhance an organization's longevity
through effective management strategies (Avery & Bergsteiner, 2010, 2011; Suriyankietkaew &
Avery, 2014). Incorporating the triple bottom-line approach, “sustainable leadership” enhances
multiple dimensions beyond job satisfaction, addressing ecological and sociocultural issues
(Heimerl et al., 2020). However, in terms of employer branding, hospitality companies are rarely
seen as leaders (Gehrels, 2019). Additionally, firms in these industries struggle to hire and retain
employees because of things like a youthful, migrant workforce, poor wages, unappealing
working hours, and a bad reputation for the sector (Lin, Chiang, & Wu, 2018). Hotels and retail
are the least inventive business sectors, according to a study by Tajeddini, Altinay, and Ratten
(2017). This highlights the necessity for businesses to address creativity and innovation as a
basis for distinction among both present and potential employees.

The research conducted by Styvén et al. (2021) indicates that several employees in the
tourist and hospitality sectors view their roles as creative, and further asserts that the opportunity
for creativity and innovation in the workplace is a significant factor influencing employees'
decisions to remain with their current employer. This element also affects their willingness to
promote employment at the organization to others. According to the study by Ghani et al. (2022),
the hospitality business is constantly facing the challenge of worker turnover, therefore retaining
qualified employees is a continuous and dynamic process. It indicates that social and
environmental initiatives in the hospitality sector play a larger role in updating HR initiatives,
particularly with regard to employee retention. The hotel sector can more effectively handle the
problems and employment worries of its workers through sustainable HR, which eventually
helps them to cultivate a good outlook and a strong commitment to staying longer.
Employability, as defined by Ahmed et al. (2017), encompasses the knowledge, abilities, and
competencies that each job applicant possesses to ensure their effectiveness and proficiency in
the workplace. Employability encompasses a range of soft skills, assets, achievements, personal
characteristics, and understandings, as noted by Gill (2018). The hotel sector is significantly
challenged by a shortage of skilled workers (Mavuru et al., 2020; Ngoepe & Wakelin-Theron,
2023). Job seekers need to have the future-ready skills to handle any difficulties they may
encounter in the hotel industry as the globe enters a digital age. The principle of continuously
preparing for the future is known as future readiness.
Future-ready workers, according to Deloitte (2021), are independent contractors, gig
workers, and freelancers who collaborate with regular staff members. But the workforce of today
might be more than just people. Essential business functions are already being carried out by
technology with minimal to no assistance from humans (Wakelin-Theron, 2021). Drones
perform safety inspections, chatbots respond to consumer inquiries, robots perform routine
administrative tasks, and cognitive systems examine and draw conclusions from massive
quantities of data (Wakelin-Theron, 2021). In essence, the "future-ready" workforce is a diverse
ecosystem of human skills and technological capabilities. This blend allows businesses to scale
operations, improve efficiency, and respond dynamically to changing demands in ways that were
previously unattainable.
It is essential for graduates of hospitality management programs to have a solid
understanding of the hospitality sector, and the part managers play in enhancing their
employability. Espellita and Maravilla (2019) assert that since the hospitality sector encompasses
more than just the amenities and attractions available to tourists, it needs highly qualified and
competent workers with employability qualities that support the success of the company. All
hotel industry personnel must possess the knowledge, skills, and competencies necessary to
deliver the required grade of products and services to hotel guests. Gaining insight into the hotel
industry, its product offerings, target demographics, and the duties and responsibilities of
employees is a crucial foundation for a successful career in this sector (Espellita & Maravilla,
2019).
In hospitality management, graduates must not only understand the industry’s operational
dynamics but also recognize how managers contribute to workforce development and
organizational success. Espellita and Maravilla (2019) emphasize that the hospitality sector’s
complexity extends beyond tourist amenities, demanding highly skilled employees equipped
with strong employability attributes to enhance company performance. Essential competencies
include industry-specific knowledge, technical skills, and an ability to meet the high standards
expected by guests. Familiarity with the hotel industry’s diverse products, customer segments,
and the role of its workforce forms a critical foundation for graduates pursuing successful careers
in this field (Espellita & Maravilla, 2019).

The Importance of Soft Skills in the Hospitality Industry

Soft skills are described as "acquired abilities that aid in learning or the quicker
attainment of knowledge" (ONET Skills, 2020). The importance of these skills cannot be
overstated in various fields, especially within the hospitality industry, where the focus is on
ensuring that guests have exceptional experiences. Interpersonal interactions are significantly
influenced by soft skills like communication, adaptability, teamwork, and emotional intelligence,
which enhance the efficiency and smoothness of daily operations.

In the hospitality industry, soft skills include various personal attributes such as
interpersonal abilities, communication proficiency, and emotional intelligence. These abilities
are crucial and distinct from hard skills, which are technical and suited to specific positions. Soft
skills encompass abilities such as problem-solving, collaboration, flexibility, and effective
communication (Kukreti et al., 2021). Within the hospitality sector, these competencies play a
vital role in elevating the quality of customer service and increasing guest satisfaction. The
hospitality sector is characterized by its focus on customer service and ensuring guest
contentment. This necessitates that workers have strong interpersonal abilities to address various
customer requirements and resolve potential disputes (Kumar, 2020). Kukreti et al. (2021) note
that as the hospitality industry becomes increasingly global, particularly with international hotel
chains expanding into areas such as India, these interpersonal skills have become even more
crucial for effective customer interactions and the provision of professional services.

In the hospitality industry, soft skills are crucial due to its focus on human interactions.
The success of this sector relies heavily on the exchanges between staff and customers, making
the cultivation of interpersonal abilities and communication proficiency vital. As representatives
of their companies, hospitality workers' capacity to interact effectively, show understanding, and
tackle issues can greatly influence the organization's standing and achievements. Given that
service quality directly impacts customer contentment in this field, soft skills such as attentive
listening, dispute management, and flexibility are essential. For example, customer-facing
employees must be capable of comprehending and foreseeing guests' requirements to ensure each
interaction is favorable and fulfills expectations. This may involve tactfully addressing
complaints or delivering personalized service that surpasses guest anticipations. Proficient
communication guarantees that patrons feel acknowledged and appreciated, fostering allegiance
and improving the overall customer journey (Nikadimovs & Ivanchenko, 2020).

Clear communication, collaborative task distribution, and reciprocal support during busy
periods are essential for upholding exceptional service quality. This collaboration not only boosts
productivity but also elevates employee morale by cultivating a sense of togetherness and
support among team members. Leadership is an essential soft skill that significantly influences
team guidance and operational excellence within the hospitality sector. The disparity between the
necessary and existing soft skills within the workforce is an increasingly pressing issue. A soft
skills deficit, particularly in areas like problem-solving, communication, and interpersonal skills,
can negatively impact organizational performance (Dean & East, 2019). Nikadimovs and
Ivanchenko (2020) suggest that talent management strategies should focus on closing this gap by
providing employees with the necessary training and development opportunities

Soft skills, encompassing communication, teamwork, adaptability, and problem-solving,

are vital in the service-driven hospitality industry. These skills enhance positive interactions with
guests and promote effective teamwork, making their development a primary focus for
hospitality organizations aiming to boost customer satisfaction and operational performance
(Weber, Lee, & Crawford, 2019).

For new managers in the hospitality field, soft skills are essential not only for guest
management but also for effective team leadership. In the fast-paced and often stressful
hospitality setting, entry-level managers must be proficient in active listening, emotional
awareness, and resolving conflicts to create a cooperative work environment and address guest
issues promptly (Weber, Lee, & Crawford, 2019). The significance of these skills is highlighted
by studies indicating that soft skills greatly influence team morale, service quality, and customer
satisfaction (Nikadimovs & Ivanchenko, 2020).

The ever-changing landscape of the hospitality sector necessitates leaders who can
adjust to shifts, convey information effectively, and oversee teams with diverse backgrounds.
Those in leadership roles must also engage with guests from different cultural and linguistic
contexts, which demands a high degree of emotional intelligence and awareness of cultural
nuances. Skills such as problem-solving, empathy, and teamwork are vital for establishing trust,
encouraging collaboration, and providing exceptional guest experiences (Crawford & Weber,
2016). As noted by Crawford and Weber (2016), hospitality professionals with strong soft skills
are more apt to forge enduring connections with customers and colleagues, resulting in enhanced
job satisfaction, improved guest loyalty, and overall success for the organization. Therefore,
prioritizing the development of these skills is crucial for both hospitality leaders and educators
preparing future industry professionals.

Internships are vital for the education and professional growth of hospitality students,
offering a distinctive opportunity to develop both technical and interpersonal skills required for
success in the field. According to Losekoot, Lasten, Lawson, and Chen (2023), industrial
placements allow students to obtain practical experience while refining essential soft skills like
communication, professionalism, teamwork, and personal growth. The authors emphasize that
although academic institutions mainly concentrate on technical skill development, internships
help connect theoretical understanding with practical implementation. This hands-on learning not
only improves students' job prospects but also encourages a sense of involvement in industry and
preparedness for careers. By analyzing a year’s worth of student workplace journals, the
researchers illustrate that internships are essential for cultivating soft skills that are frequently
neglected in conventional classroom environments (Losekoot et al., 2023).

Abides' (2023) study highlights the substantial skills gap encountered by electronics
technology students and underscores the necessity for educational institutions to adequately
equip students for industrial requirements. Integrating soft skills training with technical
education enables schools to more effectively prepare students for successful careers in the
electronics industry. Abides (2023) underscores that, alongside technical competencies, students
in electronics technology must also cultivate essential soft qualities vital for workplace success.
According to previous studies, there is a skills gap since employers are seeking not only
technical expertise but also character traits including focus on customer service, attention to
detail, and teamwork (Abides, 2023; Goleman, 2019). To give a comprehensive picture of the
skill needs in the electronics industry, the study used a mixed-methods approach, combining
quantitative and qualitative data.

The research aimed to assess how ready 4th-year Hotel and Restaurant Management
students from Surigao del Sur State University are for employment in the hospitality sector. The
findings indicated that the students feel adequately prepared based on their evaluations of key
skills important for the industry, including communication, teamwork, leadership, and skills
related to their curriculum. Nonetheless, certain areas of the curriculum still need enhancement
to better equip students for the real-world challenges they will face in the hospitality field
(Verano, 2017).

The Relationship Between Soft and Hard Skills in Hospitality Career Advancement
The hospitality industry is a service-focused sector that employs a blend of technical and
interpersonal skills essential for leadership positions within the field. While technical skills are
crucial for handling daily responsibilities, interpersonal skills are just as vital for fostering
relationships, addressing conflicts, and cultivating a constructive atmosphere. Progressing in the
hospitality sector necessitates a careful equilibrium between these two skill sets (Lok, et al.,
2021). While technical skills are essential for obtaining initial positions, effective interpersonal
skills play a crucial role in advancing to leadership positions. In the current competitive
landscape of the hospitality industry, organizations are actively looking for professionals who
not only have strong technical abilities but also interpersonal skills, enabling them to manage
operations effectively and craft unforgettable experiences for guests. By cultivating both
technical and interpersonal abilities, individuals in the hospitality sector can position themselves
for career growth and play a vital role in the success of their organizations.
The research done by Lok and colleagues (2021) emphasized that the connection
between soft skills training and the enhancement of firm performance is entirely mediated by
human resource outcomes, including employee satisfaction, productivity, and turnover rates,
which are essential in mediating the relationship between soft skills training and firm
performance. The study introduced 'Training,' which seeks to close the gap between current and
desired performance, aligning with the business needs and objectives set by the organization. In
contrast, 'Development' serves as a strategic, long-term initiative for employees to meet the
changing goals of the organization.

According to Boere et al. (2023) training programs designed to cultivate soft skills require
a different approach compared to those focused on hard skills. Soft skills, such as
communication, teamwork, and problem-solving, are interpersonal and intrapersonal abilities
that are essential for effective interactions with others and personal development. Hard skills, on
the other hand, are technical skills related to specific knowledge and abilities, such as food
hygiene standards or cooking proficiency. Both are often job-specific and can be measured more
objectively. Effective training for soft skills often involves experiential learning, role-playing,
and group activities, while training for hard skills may benefit from structured instruction,
practice, and assessment. As a result, soft skills and hard skills require a different training
approach due to their distinct nature.

Gregory and Penela (2023) highlighted their research, grounded in Social Cognitive
Career Theory, found that problem-based learning could positively influence employee’s self-
efficacy, which in turn contributed to increased employability outcomes. The study introduced
problem-based learning wherein employees develop a belief in their ability to succeed in their
roles, leading to improved job performance, career advancement, and overall success in the
workplace. Self-efficacy empowers employees to develop both technical expertise such as hard
skills and interpersonal abilities that includes soft skills, which are essential in today's
competitive job market.

Vogt (2023) conducted a study on the importance of soft skills in hospitality management
education. The research introduced the Soft Skills Index, a framework to assess students'
proficiency in these skills. The study found that soft skills, such as communication, problem-
solving, adaptability, and teamwork, are important for success in the hospitality industry.
Specific skills will enable employees to collaborate, employ effective communication, and
navigate challenges flexibly. Considering the Hospitality industry involves working with teams,
Collaboration is obligatory to work harmoniously. Since Hospitality caters to a diverse range of
guests, employing effective communication is needed to understand customer needs and resolve
issues effectively. Understanding the specific soft skills valued by employers and guests,
educational institutions can tailor their programs to equip students with the necessary
competencies for success.

Additionally, Dhaliwal and Misra (2020) highlighted that the hospitality sector
prioritizes a variety of crucial skills, such as leadership, communication, problem-solving,
interpersonal abilities, and expertise in office software. Successful leaders in the hospitality
sector need to steer and inspire their teams, make well-informed choices, and navigate difficult
circumstances. Effective communication abilities, in both spoken and written forms, are crucial
for engaging with guests, coworkers, and supervisors. Critical thinking, problem analysis, and
the pursuit of effective solutions are essential for fostering a positive and efficient workplace.
Building strong relationships with guests, colleagues, and suppliers is essential for creating a
welcoming and enjoyable atmosphere. Lastly, proficiency in office programs could enhance
organizational efficiency and decision-making.

Zainal and Asefer (2021) stressed that current employers are looking for employees that
would align to their values and represent their organization. Likewise, reliability is considered a
key factor in employee success, and employers often prioritize candidates who demonstrate a
strong combination of soft skills, such as effective communication, teamwork, and problem-
solving. As a result, it is essential for job seekers to cultivate these skills in addition to their
technical expertise.
To conclude, a literature gap was found in the study conducted by Francis et. al.
(2020) where they emphasized the significant mismatch between the skills taught in training
institutions and the actual needs of the hospitality industry. To address this gap, the study
recommends promoting collaboration between educators and industry practitioners to ensure that
training programs are aligned with industry demands. Additionally, implementing a standardized
curriculum ensures that training institutions are providing graduates with the necessary skills to
meet the evolving needs in the field of hospitality. By addressing the gap, graduates could
prepare and equip themselves for the job prospects.

Expectations Concerning Employability Attributes in Hospitality Graduates

In the current challenging job market, possessing technical skills can be insufficient; this
results in employers looking for applicants with excellent communication, problem-solving,
adaptability abilities, etc. Employability pertains to an individual's abilities, understanding, and
characteristics that enable them to obtain and keep a job. Improving employability requires
ongoing learning and personal growth to align with the changing industry needs and chances. In
a study found by the researchers, employability is described as encompassing a variety of soft
skills, intangible assets, accomplishments, personal traits, and knowledge (Gill, 2018, as cited in
Ngoepe & Wakelin-Theron, 2023). That said, it makes a significant impact for hospitality
graduates to have strong employability attributes, which enables them to provide exceptional
customer service, adjust to industry shifts, and work effectively in dynamic settings.
The tourism and hospitality sector of today has surely changed over the previous year as
the world has. Nevertheless, the necessities of the hotel and tourism sector will always evolve
and show themselves; so, all those involved should end up with what is required. The sector has
great difficulty since they have to follow the trends for fresh talents and labor at all costs to retain
clients. In the worst-case scenario, the business has been compelled to pay enormous expenses in
developing skills and knowledge. With the major concerns regarding the direction of the travel
and hospitality sector, students' education will enable them to enhance the offerings of their
services to clients. They must be creative, agile, and able to adjust to fit new conditions.
Furthermore, the future journey will differ from the one of today (Toling, et al., 2023).
Cultivating these skills early on allows hospitality graduates to distinguish themselves in
a competitive job market and fulfill industry standards. Incorporating the concept of
employability and introducing it into university education provides more time for gaining
practical experience, professional development, and achieving career success. While it can be
challenging to replicate employability as authentic as possible in a classroom setting, this can
enhance the graduates' capacity to obtain employment and thrive in their chosen fields,
consequently benefiting themselves, the workforce, the economy, and the broader community
(Chhinzer & Russo, 2018; Gianotti, 2020, as cited in Ngoepe & Wakelin-Theron, 2023).
 It was found by the researchers that these employability attributes vary depending upon
the job and the employer; which will be discussed under this theme presenting the various
attributes that employers deemed to be expected in the Hospitality Industry. However, the
continuous advancement of technology and the evolving preferences of consumers are also
important to consider as industry trends tend to shift over time. This means that the information
and strategies that are effective today may become outdated or less effective in the future. More
importantly and shows that navigating this dynamic industry requires staying informed and being
adaptable.
To give an example from the hotel industry, the researchers discovered in a study
conducted by Maneros et al. (2021, as cited in Dzia-Uddin et al., 2023), where it was found that
communication skills are consistently emphasized as the most crucial competency dimension due
to the labor-intensive nature of the industry. Communication skills are emphasized in the hotel
industry because they enable staff to provide clear, personalized service, enhancing guest
satisfaction. Effective communication also helps resolve issues quickly, ensuring a smooth and
pleasant guest experience. Additionally, strong communication fosters teamwork among
employees, improving overall operational efficiency.
This is further justified in the same study by Maneros et al. (2021, as cited in Dzia-Uddin
et al., 2023), stating that this is because both front-of-house and back-of-house employees
engage in teamwork and communication with customers and colleagues. Internal communication
among hospitality staff is essential for ensuring smooth operations and team collaboration, in
addition to consumer-facing communication. Coordinated tasks, prompt issue resolution, and
consistent maintenance of service standards are all facilitated by efficient internal
communication. In the hospitality industry, effective communication skills are highly important
because they contribute significantly to the smooth operation of a team and the delivery of an
exceptional guest experience. Which is why it is expected to be part of a hospitality graduate’s
employability attributes. On the other hand, Tankovic et al. (2021, as cited in Dzia-Uddin et al.,
2023) contend that non-verbal communication skills are projected to be of utmost importance for
prospective tourism employees.
Moreover, after COVID-19, the devastating effects left behind by the pandemic placed
importance on technological skills especially as technology has been increasingly integrated to
aid the hospitality industry. This in return, impacts both opportunities and challenges in the
employability and education of graduates which arose from the advancement of technology and
changing guest preferences (Aurecon Group, 2020, as cited in Ngoepe & Wakelin-Theron,
2023). To provide more examples, the utilization of technology in the tourism sector is prevalent
where it is used to assist tour operators in meeting new challenges and swiftly adapting to the
demands of the technologically advanced world and the needs of customers (Bilotta et al., 2021,
as cited in Dzia-Uddin et al., 2023).
A study conducted by Artajo et al. (2024) examined the employability of Bachelor of
Science in Hotel and Restaurant Management graduates in Guimaras. The findings revealed that
the graduates recognized communication, human relations, problem-solving, entrepreneurial,
information technology, and critical thinking skills as highly advantageous in obtaining their
initial employment. It was also recognized that the HRM program emphasized human resources
and people skills in the development of the curriculum. Likewise, in a study about the
Employability of Hospitality Management Students in the first district of Albay, employers in the
hospitality and tourism industry consider interpersonal skills essential for their businesses (Piol,
2023).
The researchers have further discovered that the employability attributes differ based on
the specific sector of the hospitality industry. Skills like cultural understanding and specialized
customer service knowledge can provide graduates with a competitive edge in their chosen area
of service. Adapting these attributes to align with the requirements of their selected niche will
help hospitality graduates offer their services and fulfill the employers' expectations in that field.
Furthermore, employability attributes such as problem-solving and self-management skills
domains are highly valued in the hospitality industry.
Employers, however, have noted a lack of skills among job seekers, which is linked to
concerns about the quality of education (Fajaryati et al., 2020, as cited in Dzia-Uddin et al.,
2023). Furthermore, according to Zakari et al. (2022, as cited in Dzia-Uddin et al., 2023), it was
outlined that there were several difficulties employers encounter with graduates, such as
insufficient communication skills, limited proficiency in English, subpar attitudes and
personalities, inadequate problem-solving experience, and restricted knowledge. Past literature
on employability indicates the presence of various definitions to explain this concept.
Additionally, the term employability is frequently interchanged with the idea of work
readiness, as noted by Kaushal & Srivastava (2021, as cited in Ngoepe & Wakelin-Theron,
2023). The often misuse of the terms employability and work readiness being interchangeable
leads to a mismatch of expectations from both hospitality graduates and employers.
Employability, as was discussed previously, encompasses the general skills and qualities that
make an individual appealing to employers, whereas work readiness pertains to the immediate
capability to carry out tasks in a particular job. This misunderstanding can lead to graduates
feeling ill-equipped for the hands-on requirements of the workplace, while employers anticipate
new hires to be immediately effective.
Along with the misunderstanding, inaccurate expectations and perceptions of the industry
often prevent many hospitality graduates from securing employment (Ngoepe and Wakelin-
Theron, 2023). The hospitality graduates’ inaccurate expectations and perspectives frequently
hinder them from finding employment as they may underestimate the field's challenges and
demands. Upon entering the industry, many graduates anticipate glamorous roles, neglecting the
hard work, long hours, and attention to detail needed for most positions. The gap between a
graduate’s expectations and what actually happens can lead to disappointment, lower
performance in interviews or at work, or worse, difficulties in finding stable employment in the
field. This is why it is important for graduates to have a realistic grasp of their own capabilities,
their job prospects, and the responsibilities they will have in the overall workforce (Shariff,
2021, as cited in Wakelin-Theron, 2023).
 Once students get this, it could improve their employability and graduateness — qualities
they gain while studying. Developing the appropriate employability attributes is crucial for
shaping the success of hospitality graduates in this highly competitive industry. By doing so,
hospitality graduates can meet the expectations of their employers and thrive in their chosen area
of field by honing essential skills like adaptability, teamwork, and problem-solving. Lastly,
cultivating said employability attributes not only boost their employability but also equips them
to tackle real-world challenges in the hospitality sector, setting the stage for long-term career
advancement.

The Importance of Hard Skills in the Hospitality Industry

Rachmawati et al. (2019) concluded in their study that hard skills competencies are
needed in the hospitality industry. These include handling materials, planning menus and
material requirements, cooking skills, knowledge of hygiene and sanitation, and foreign language
skills. This emphasizes how crucial hard skills competencies are to the hospitality sector. These
talents cover a variety of practical skills that are essential for effective operation, including menu
planning, material requirements comprehension, and material management. To provide excellent
service and satisfy the various needs of guests, it is also stressed that fluency in foreign
languages, hygiene and sanitation regulations, and cooking methods are essential. According to
the study, these technical competencies are just as important for success in the hospitality
industry as interpersonal skills.

Anthonius (2021) stated in their study that hard skills positively influence employee
performance in Indonesia’s hotel industry. This demonstrates how crucial hard skills are to
improving worker performance in Indonesia's hospitality sector. Hard skills—technical aptitudes
and specialized knowledge needed for a job—are regarded as essential for workers to perform
their jobs well and satisfy industry standards. According to the study, these competencies
directly and favorably affect performance, which is expected to enhance total service quality,
customer happiness, and operational efficiency. This emphasizes how important skill
development is to success in the cutthroat hospitality industry.

Ramakrishnan (2024) mentioned that in the hospitality industry, hard skills are essential
for success. These include culinary techniques, proficiency with hospitality management
software, and technical expertise. The combination of these skills not only boosts job
opportunities but also paves the way for a thriving career in the hospitality sector. This highlights
the importance of hard skills to succeed in the hospitality sector. For experts in the area, these
abilities—which include technical know-how, culinary experience, and competency with
specialist management software—are essential. In addition to improving their employability,
those who acquire these qualities set themselves up for long-term professional success and
advancement. The paper emphasizes how important it is to incorporate these useful skills if you
want to succeed in the cutthroat hospitality industry.

Boksic (2024) concluded that finding the right candidate means verifying their hard skills.
Hard skills are technical skills that an employee must master to succeed at their job. These hard
skills include the ability to complete specific, tangible tasks that are core parts of any job –
providing efficiency and productivity in the workplace. According to Boksic (2024), determining
a candidate's suitability for a position requires carefully evaluating their hard skills, which are
crucial technical aptitudes required for success in the workplace. These abilities are essential for
carrying out precise, tangible duties that are essential to the position. Gaining proficiency in hard
skills guarantees that workers can contribute successfully, increasing productivity and efficiency
at work. To make sure the candidate can fulfill the practical requirements of the position, the
assessment of these technical competencies must be given top priority during the selection
process.

Hendarman et al. (2018) indicated that there is a significant and positive relationship
between hard skills and individual level innovativeness, highlighting their crucial role in
enhancing job performance. This clearly demonstrates a vital connection between technical
abilities and individual creativity, as these skills significantly impact a person's ability to
generate innovative ideas and approaches in their work. They argue that beyond enhancing job
performance, hard skills—typically characterized by technical proficiency and specialized
knowledge—also foster an innovative culture at the individual level. This positive correlation
suggests that individuals with strong hard skills tend to achieve greater success in their roles,
contributing to their organizations by promoting creativity and improving outcomes.

Lamri et al. (2023) highlighted that the significance of hard skills has been recognized in
professional settings for an extended period, particularly as the application of these skills
frequently results in quantifiable performance results. This highlights the significance of
technical skills in the workplace and their direct impact on performance outcomes. Hard skills—
technical abilities and knowledge specific to a job—are crucial for achieving success in various
professional environments, as they allow individuals to perform tasks that can be quantified and
evaluated. The value of hard skills in the profession is underscored by their tendency to result in
observable, measurable improvements in job performance.

Huber (2018) stated that hard skills are emphasized during recruitment processes and
have been found to play a determining role in the hiring decisions of employers. Huber (2018)
underscores the importance of hard skills in the hiring process, arguing that companies
frequently give priority to these technical and quantifiable abilities when making hiring
decisions. Given that these talents are directly related to the work requirements, this emphasis
suggests that candidates who exhibit mastery in particular hard skills have a higher chance of
being chosen. The results highlight how important hard skills are in assessing a candidate's fit for
a job, particularly in industries where technical proficiency is necessary for job success.

Theories in Preferred Skills of Employers in Hospitality Industry

The hospitality sector is essential to creating job possibilities in the dynamic and quickly
changing global economy of today. Being one of the biggest and most varied industries, it
requires a staff with a broad range of abilities to satisfy the demands of customers and businesses
alike. For job seekers looking to improve their employability and for educational institutions and
training programs modifying their curricula to satisfy industry expectations, it is essential to
comprehend the abilities that companies in this sector value.
This study aims to investigate the competencies that hiring managers value and how these
preferences affect job openings. The report discusses the discrepancy between workforce
preparedness and employer expectations, providing information on which skills give job seekers
a competitive advantage.
Human Capital Theory. Developed by economists like Gary Becker and Theodore Schultz,
suggests that investments in education, training, and skills development enhance the productivity
of individuals, making them more valuable to employers. This theory views individuals' skills,
knowledge, and competencies as forms of capital that can lead to economic returns, both for the
individual and for the employer.
Skills Mismatch Theory. The study looks into the competencies that employers in this sector
value most highly. This emphasizes the alignment or conflict between these preferences and the
qualifications of job seekers. In the hospitality industry, which relies heavily on customer
service, interpersonal communication, and problem-solving abilities, such a discrepancy can
greatly affect employment rates and the overall performance of the sector. It is essential to tackle
this skills mismatch to enhance job placement rates and foster a successful hospitality industry.

The theories presented provide various frameworks for comprehending the complex
nature of the skills preferred by employers in the hospitality sector. An interdisciplinary
approach that integrates these distinct theories can offer a thorough understanding of how
learners can maintain these preferred skills and their influence on employment opportunities.

SYNTHESIS
 The evolving nature of the hospitality industry is emphasized in the review of related
literature and studies, with a particular focus on the skills that employers prefer and their impact
on job opportunities. Both technical and soft skills are required in the industry's human-intensive,
service-oriented framework. Researchers stress that technical skills ensure proficiency in specific
tasks, while soft skills like communication, teamwork, adaptability, and emotional intelligence
are essential for improving customer experiences and contributing to long-term business success.
The literature review of this research is organized into six thematic areas: Employer
Expectations vs. Job Seeker Preparedness, The Importance of Soft Skills in the Hospitality
Industry, The Relationship Between Soft and Hard Skills in Hospitality Career Advancement,
Expectations Concerning Employability Attributes on Hospitality Graduates, and The
Importance of Hard Skills in the Hospitality Industry. The synthesis aims to summarize and
combine the findings from the existing literature, offering a thorough and coherent knowledge of
the many characteristics while considering employers' preferred skills in hospitality and their
impact on employment opportunities.
Theme Description

Employer Expectations vs. Job Seeker Work readiness is defined as a set of

Preparedness beliefs, behaviors, and abilities that, when
combined with discipline-specific technical
knowledge, help individuals make a
successful transition into the workplace
(Borg & Scott-Young, 2020). This explores
the alignment (or misalignment) between
the abilities that companies value and the
qualifications and competencies that job
seekers possess. Literature reviews on this
theme generally reveal that employers in
the hospitality industry emphasize soft and
hard skills as critical for customer
satisfaction and operational efficiency.
Studies point to the need for education and
training programs in the hospitality field to
address this divide by incorporating both
hard and soft skills training, preparing job
seekers to better meet industry demands and
ultimately improve their employment
opportunities.

The Importance of Soft Skills in the The literature highlights the essential role of
Hospitality Industry soft skills—such as communication,
 teamwork, adaptability, and emotional
intelligence—in the hospitality industry.
These skills are key to delivering excellent
customer service, managing guest
interactions, resolving conflicts, and
fostering positive team dynamics.
Leadership in hospitality also depends on
strong soft skills to guide teams, maintain
high service standards, and adapt to global,
culturally diverse environments. A skills
gap exists between the demand for soft
skills and their availability, emphasizing the
need for continuous employee development.
Educational programs, particularly through
internships, help bridge this gap by
preparing students for real-world
challenges. Overall, soft skills are vital for
ensuring guest satisfaction, team cohesion,
and long-term success in the hospitality
sector.

The Relationship Between Soft and Hard The literature highlights the relationship
Skills in Hospitality Career Advancement between soft skills and hard skills wherein
specific skills are essential to career
advancement. It emphasized that candidates
who demonstrate a strong combination of
skills such as effective communication,
teamwork, problem-solving, and
proficiency in office programs are often
prioritized in the job market. These skills
enable them to secure their leadership roles
and allow them to develop themselves. A
skills gap was found where there was a
significant mismatch between the skills
taught in the institutions and the actual need
of the hospitality industry. The literature
recommends promoting collaboration
between educators and industry
practitioners to ensure that training
programs are aligned to the industry
 demands.

Expectations Concerning Employability In the 21st century, the significance of

Attributes on Hospitality Graduates employability skills among students is a
critical subject, as the hospitality industry
relies on the expansion of the knowledge-
based economy, technological progress, a
multi-generational workforce, and global
competition (Dhaliwal and Misra, 2020).
Literature reviews generally focus on
aligning the skills and attributes of
hospitality graduates with the needs and
expectations of employers within the
industry. It emphasizes that graduates must
have a well-rounded set of technical,
interpersonal, and adaptable skills in order
to satisfy business standards. A deficit in
these areas may limit career opportunities,
emphasizing the necessity for educational
programs to focus on skill sets that closely
match employer expectations in order to
improve the employability of hospitality
graduates.

The Importance of Hard Skills in the The importance of hard skills in the
Hospitality Industry hospitality sector is continuously
emphasized by the studies supplied. For job
performance, career progression, and
general industry success, these abilities—
which include technical know-how,
culinary methods, language ability, and
competency with hotel management
software—are crucial. Employee
performance is directly impacted by hard
skills, which enhances customer
satisfaction, service quality, and operational
effectiveness. Additionally, they support
individual creativity and invention, which
promotes a productive workplace and
propels company success. Because hard
skills are closely related to job needs and
productivity, employers value them during
the hiring process. Organizations may
guarantee a qualified workforce and
accomplish their business goals by giving
hard skills first priority.