USA | A new industry poll has revealed that the important skill of active listening was the most underrated skill for hospitality staff.
According to a new OysterLink poll, active listening is the most underrated, yet essential, skill in the hospitality industry today.
Hospitality professionals were asked: "What do you think is the most underrated skill in hospitality?" Over 100 industry participants responded, and the results were clear.
Active listening was the top choice, with 45 percent of respondents selecting it as the most underrated skill. Empathy was the first choice of 24 percent of participants, patience was the top for 18 percent, and multitasking was considered the most important by 13 percent of participants.
While technical knowledge and speed are often emphasised, this poll shows that workers on the frontlines recognise communication and connection as core to delivering great service.
"It's easy to assume hospitality is all about efficiency, but what keeps guests coming back is how they feel, and that starts with listening," said Milos Eric, General Manager at OysterLink.
"When team members actively listen, they build trust, prevent issues, and create memorable experiences."
According to the poll, strong listeners stand out to managers, teammates, and guests. OysterLink also listed the top ways for staff to exercise active listening while on shift, and how to elevate the customer experience.
- Stay present: Make eye contact, don't interrupt, and avoid distractions.
- Repeat and confirm: Briefly restate key points to show you understood.
- Ask when unclear: Clarifying questions reduce mistakes and show attention to detail.
- Read non-verbal cues: Watch tone and body language to respond appropriately.
- Apply it in interviews: Answer directly, pause before responding, and ask thoughtful follow-ups.
Recently, OysterLink released data that signalled more restaurants use discounts instead of raising prices to tackle inflation.
The poll, conducted among hospitality professionals, asked how rising costs are affecting pricing strategies in their restaurants. The results show a clear preference for customer-friendly approaches:
Forty-three percent rely on promotions or discounts to attract and retain diners, while 29 percent have added higher-margin items to balance profit and value. Only 14 percent chose to raise prices, while another 14 percent have opted to keep prices the same, likely absorbing the cost pressures internally.
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