Hospitality Supervisor Certificate
Skill Builder
359
About this Activity
The Skill Builder Self Assessment Activities come next. Knowing oneself is the best bit of advice we can give students to help them find a career they are passionate about and makes them happy. A satisfying career engages their heart as well as their mind. Through a series of personal assessments, students will learn about their likes and dislikes, their values, their interests, what they do well so much more. Some of the Skill Builder responses will help populate their Go Plan found in Part three. Teachers have the flexibility to add additional skill builder activities should they want to enhance the module topic.
Soft Skills in Action
At CityCenter Guest Services, a new employee, Liam, has just completed orientation. He quickly masters the technical system for booking tickets and answering visitor questions (hard skills). However, he struggles with confidence when interacting with guests. Liam avoids eye contact, speaks in a hesitant tone, and often sounds nervous when responding to common inquiries.
His supervisor, Ava, notices his difficulties and decides to focus on coaching Liam’s soft skills:
Within weeks, Liam begins speaking more confidently, handling guest concerns with professionalism, and even volunteering to support teammates at the service desk. His growth not only improves guest feedback scores but also inspires peers to approach customer service with more enthusiasm.
His supervisor, Ava, notices his difficulties and decides to focus on coaching Liam’s soft skills:
- She encourages him after his first successful guest interactions.
- She models professional tone and body language through role-play practice.
- She listens to his concerns and reassures him that mistakes are part of learning.
Within weeks, Liam begins speaking more confidently, handling guest concerns with professionalism, and even volunteering to support teammates at the service desk. His growth not only improves guest feedback scores but also inspires peers to approach customer service with more enthusiasm.
Course Facilitator
