replies to I believe that emotional skills are much more important than technical skills in the hospitality industry. That does not take away from the importance of technical skills, however when working in the hospitality industry nothing is more important than guest satisfaction. Far too often I have seen employees with exceptional technical skills fail to succeed due to poor people skills. In the hospitality industry, the ability to connect with guests while showing empathy has much more value. What matters more to guests is how they are treated, are they treated with respect? Or are they treated as just another person. I once had an employee while working as a manager in a quick service restaurant who regularly failed to provide the most basic guest service that left guests complaining of his poor attitude or rude demeanor. The emotional skill that most resonates with my personal or professional experience is kindness and optimism. Over the course of my life, I have come to see how showing kindness and optimism provided guests with a memorable experience every time that they would return or recommend others to at our restaurant. Even in a personal interaction, treating people with kindness allowed others to feel comfortable around me and opens up more than they otherwise would