Date Approved


Graduate Degree Type


Degree Name

Business (M.B.A.)

Degree Program

Hospitality and Tourism Management

First Advisor


Academic Year



The hospitality industry has become immensely fast-paced, and prioritizing guest satisfaction levels has been one of the main objectives. While hard skills such as technical expertise and operational proficiency are important aspects which are required by the hospitality staff, soft skills also play a pretty significant role. Soft skills enable the staff to be adaptive and communicative, it raises their empathy levels and teaches them to control their emotions and perform under stressful working environments. The importance of soft skills in this sector cannot be overemphasized, not only does this help with harbouring a positive attitude among the employees but it allows them to treat guests properly and understand their needs and problems. The focus of the present research has been on understanding the crucial role which soft skills play in raising the satisfaction level among guests.