The past few weeks have been packed with signature Hotel Business events—two executive roundtables and a Hot Topics panel. Yes, it’s been a whirlwind, but also incredibly energizing. Anytime we collaborate with industry partners to bring top minds together to discuss top-of-mind issues, it’s something special. And how fortunate are we to moderate these intimate gatherings and share their insights with our audience?
In this issue’s cover story, you’ll find one of the recent in-person roundtables. We also feature highlights from our virtual panel (page 6), and the other roundtable will be covered in the September edition.
But beyond the talking, what really stands out about these events is listening—truly listening. Hearing what hospitality professionals, who live and breathe this industry daily, have to say is both humbling and eye-opening. And I hope that when you read our coverage—print, digital, social—or watch our videos, you don’t just hear what they say. You listen.
There’s a big difference between the two. Hearing is passive. Listening is active. It requires presence, intent and care. That brings me to a compelling finding from a recent poll by OysterLink, a platform connecting hospitality employers with talent. When asked, “What do you think is the most underrated skill in hospitality?” 45% of respondents said: active listening. That beat out empathy (24%), patience (18%) and multitasking (13%). Personally, I’d argue that if active listening is present, it often enhances those other skills as well.
That result speaks volumes. In an industry built on connection and service, the ability to truly understand someone can be the most powerful tool you have. Active listening isn’t just about catching words—it’s about observing body language, responding thoughtfully and creating shared understanding. It builds trust, prevents miscommunication and enhances every interaction.
“It’s easy to assume hospitality is all about efficiency, but what keeps guests coming back is how they feel,” said Milos Eric, general manager at OysterLink. “When team members actively listen, they build trust, prevent issues and create memorable experiences.” Whether it’s staff-to-guest, manager-to-team, or peer-to-peer, listening well leads to clearer communication and stronger relationships.
Yes, technical skills are essential. Clean rooms, smooth check-ins, flawless operations—they all matter. But they aren’t enough on their own. A guest who feels ignored likely won’t return. But one who feels heard? That’s the kind of experience that turns someone into a loyal customer, even if everything wasn’t perfect.
So, how can hospitality professionals strengthen this vital skill? It starts with intention and consistency:
Be present. Make eye contact, put the phone away, and give your full attention.
Repeat and confirm. Echo key details back: “So, you’d like a noon checkout?” This shows attentiveness and avoids mistakes.
Ask clarifying questions. If something’s unclear, seek clarity. “Let me make sure I understand…”
Watch for non-verbal cues. Tone, body language and facial expressions all offer valuable information.
Practice daily. Listening well is a habit. Follow up thoughtfully, pause before replying, and engage meaningfully.
At every roundtable, in every discussion—whether it’s about finance, labor or innovation—conversations always circle back to the human side of hospitality. While tech and automation reshape parts of the industry, emotional intelligence and personal connection remain at its core.
Let’s elevate listening. It’s not just a “soft” skill. It’s a foundational one. Because in the end, hospitality is about more than what you provide—it’s about how you make people feel.
