STAFFING SOLUTIONS
combine digital fluency with empathy and adaptability like never before.“ Technical and service skills used to be the primary focus,” says Wilding.“ Today, employers are looking for agility, digital literacy and data-informed decisionmaking.”
Digital is now part of the DNA
Over the past five years, the hospitality industry has undergone a significant shift with regard to skill requirements. Digital tools, once reserved for managers or head office, are now essential for all staff – from the front desk to the kitchen. Wilding notes that platforms such as Learning Management Systems( LMS), booking software and guest-experience apps have become everyday necessities.“ Employees now need to be comfortable with technology,” she says.“ We’ ve seen a strong move toward blended eLearning and continuous upskilling through digital platforms.”
A prime example is the City Lodge Hotel Group, which has integrated a digital-learning ecosystem to ensure every employee, regardless of role, can access personalised learning experiences anytime and on any device.
Balancing tech with human connection
Looking ahead, Wilding believes the future of hospitality lies in blending technology with authentic human interaction.“ It will be about relooking what great service looks like, and trying to find the balance where technology enhances, not replaces, the guest experience,” she says.
Interestingly, that means using data, learning systems and AIdriven insights to make service more personal – not robotic. The goal isn’ t to remove the human element, but to use technology to amplify it.
The new skills employers are demanding
Corinne Samuel, Head of HR at Valor Hospitality Partners – Africa, agrees that hospitality today, like nearly every sector, is being reshaped by disruption and accelerating technology.“ It demands a dynamic blend of soft skills, resilience and digital dexterity,” she says.
“ In an increasingly personalised service environment, the ability to connect with guests authentically is key. We value emotional intelligence – genuine empathy, active listening and strong communication – as these are crucial for handling guest feedback, de-escalating issues and creating memorable experiences,” explains Samuel.
Adaptability and problem-solving also top the list, according to Samuel.“ Individuals who thrive under pressure and think on their feet while maintaining an optimistic demeanour are especially well-suited to hospitality.
“ The nature of our industry requires a high degree of resilience and flexibility. We seek team members who can navigate high-pressure situations, embrace cross-training and demonstrate a proactive, can-do attitude.”
Three skills that will define the next generation
So, what will separate tomorrow’ s top performers from the rest? Wilding highlights three“ nonnegotiable” skills: 1. Digital fluency: Comfort with property management systems, customer relationship platforms, and LMS tools for continuous learning.
2. Emotional intelligence and service empathy: As automation grows, genuine connection becomes a premium.
3. Adaptability and self-directed learning: The ability to use eLearning and microlearning tools to upskill quickly.
Samuel adds that while these aren’ t new skills, they are more important than ever as the guest experience becomes the ultimate measure of excellence.“ Hospitality employees must be comfortable using digital technology and curious about its possibilities,” she says.
Beyond skills, Samuel emphasises passion.“ While it’ s not quantifiable, a passion for the industry is essential. Hospitality is demanding and rewarding – an industry where passionate individuals excel. Skills can be trained, but it’ s the human connection that truly defines exceptional service.”
AI and automation reshaping every role
Artificial intelligence isn’ t just a buzzword – it’ s changing how hospitality businesses train, learn, and recruit.
“ AI is redefining almost everything we do on a daily basis – training and hiring processes are no exception,” says Wilding. AI-driven analytics now personalise learning experiences based on performance and behaviour, while automation frees up learning and development teams by handling repetitive admin tasks.
In recruitment, AI tools help identify candidates with the right attributes but, as Wilding cautions, this needs to be done alongside human intervention to maintain personability.
Both Wilding and Samuel agree: the future of hospitality isn’ t about choosing between people and technology – it’ s about fusing the two. TT
120 TRADE & TASTE / 2026