EFFECT OF BUSiNESS SOFT SKiLLS ON SERViCE DELiVERY iN THE HOSPiTALiTY iNDUSTRY iN HARARE, ZiMBABWE

摘要: The pace of change has changed tremendously as the business world becomes global. Since dollarization Zimbabwean economy in 2009, service organisations have been facing challenges terms managing fluctuating demand. particular, many companies hospitality industry were still using a “hit and miss” approach to handle their service. As such, soft skills become indispensable enhancement delivery. study, therefore sought examine effect on delivery Harare. Specifically, research establish knowledge levels industry; impact training professional employee identify extent which enhanced A survey design was adopted questionnaires sent respondents who are implicitly explicitly involved activities. study’s sample size comprised 150 part time permanent employees from selected companies. tested for reliability validity through pilot test. All collected data analysed Statistical Package Social Scientist (SPSS) version 20.0. findings revealed that such interpersonal skills, communication strong work ethics team deficient. addition, also showed difficulties leadership decision making skills. low among all types employees. do with training. study concluded paramount importance meeting customer needs. Thus, important showcasing hard recommends future focus demand side equation by looking how designs jobs skill requirements performance sector.