Balancing Tech and Human Workplace Skills: A Critical Challenge for the Hotel and Travel Industry :: Hospitality Trends

• Most workers believe human skills such as adaptability, leadership, and communication are essential but are undervalued by companies. 
• Employees express a desire for more on-the-job observation and shadowing opportunities as a form of professional development.

A recent Deloitte survey underscored the necessity for balancing technical and human skills in the workplace. The survey revealed that 94% of respondents are concerned that future generations may not possess adequate human skills such as adaptability, leadership, and communication. This concern is highly relevant to the hotel and travel industry, which relies heavily on exceptional human skills for customer service and interaction.

The survey highlighted a potential discrepancy between what employees value and what their companies prioritize. While 87% of workers view human skills as integral to their career progression, only 52% believe their companies share this sentiment. Furthermore, 60% of respondents feel their employer focuses more on immediate business needs than providing long-term success training.

These findings could have significant implications for the hotel and travel industry. Overemphasis on technical training could hinder innovation and leave employees ill-equipped to adapt to market opportunities, lead teams, and optimize technology use.

The survey also highlighted the skills employees wish their employers would prioritize. Teamwork and collaboration topped the list (65%), followed by communication (61%) and leadership (56%). These human capabilities, deemed “timeless” by 95% of respondents, are essential within the hospitality sector, which thrives on interpersonal interaction and team effort.

Despite the emphasis on technology-based skill sets in many workplaces, with 70% of respondents reporting that their company pushed them to learn a new technology that eventually fell out of use, the desire for human skill development remains strong. Employees preferred learning through mentorship programs and quality interaction with colleagues.

Moreover, 57% of respondents highlighted on-the-job observation and shadowing as desired learning opportunities. Such experiential learning strategies could be particularly effective in the dynamic and hands-on environment of the hotel and travel industry.

The survey underscores the critical need for a balanced focus on tech and human skills in the hotel and travel industry. Ignoring this balance could result in a skills deficit in tomorrow’s workforce and potentially hinder the industry’s ability to deliver high-quality service in an increasingly technology-driven world.