What is worth developing? Examining the importance of digital, green, and social skills from a staff perspective

Abstract

In 2020, Covid-19 interrupted the unprecedented growth in tourism and hospitality worldwide. Although the restrictions highlighted workforce-related weaknesses, the post-pandemic boom has proven the industry’s dependence on human labour despite technological development. Besides grappling with labour intensity, hospitality enterprises might face social, digital, and environmental changes. Tourism businesses must behave more responsibly towards nature, while the rapid globalization of the labour market necessitates the provision of an inclusive service-scape; moreover, they must remain competitive in the increasingly widening digital space. This study aimed to examine what skills hotel restaurant staff members consider to be important now and in the future. The research design is based on the Pack for Next Tourism Generation Skills framework. In 2024, 122 hotel restaurant employees were surveyed in a quantitative study in Hungary. The significant statistical differences in the study show how much more important social skills are for frontline staff and prove that the ability to work effectively in a team and minimize economic loss is a priority for kitchen staff. Respondents unanimously expect the enhancing importance of digital and green skills in the future. Regarding geographical differences, the study provides evidence that digital reservation solutions and treating the diverse dietary needs of guests are more relevant in the capital than in other regions.