You need certain skills to successfully lead a team and become a respected manager in any field. Being inspirational, having excellent technical knowledge, and being someone who could ‘get things done’ used to be prerequisites, but now what it means to be a good manager is changing.
With automation and AI taking over many technical tasks, soft skills are increasingly becoming the key differentiators for today’s leaders. This is particularly true in people-driven industries such as hospitality, where soft skills such as leading with empathy, managing emotions, resolving conflict, and connecting with people from all walks of life can set great leaders apart.
In this article, we highlight the most valuable leadership skills for today’s leaders and discuss how the skills modern executives learn in hospitality MBAs can travel across sectors.
Why Have Leadership Skills Changed?
As the world changes, so do the demands customers and employees place on organizations. The skills leaders need to navigate those changes also shift. As reported in a McKinsey survey, the number of companies seeking leaders with empathy and interpersonal skills doubled in 2020. That demand has increased further following the pandemic, with foundational soft skills becoming even more important given the rise of remote and autonomous work.
There have also been seismic changes in how employees view the world of work. Rather than a ‘job for life’, younger workers are prepared to switch employers multiple times if they don’t like the culture of their workplace or a better offer comes along. There’s also a greater emphasis on work-life balance and well-being. Employees are less prepared to let a job detrimentally impact their lives, and if a manager or leader is not treating them well, they’ll simply up and leave.
All that has forced employers to rethink what leadership looks like to them. Many organizations used to have a mechanistic view of leadership, with leaders focusing on certain behaviors to motivate their teams to achieve their goals. In recent years, this has switched to a relationship view of leadership, with leaders and followers working together, influencing one another, and forming strong leader-employee relationships that drive success.
Foundational Soft Skills for Modern Leaders
Operational knowledge and technical expertise are critical in any sector, but alone they do not ensure success in people-driven industries. Managing budgets, implementing new technology, and optimizing operations are still important, but when it comes to motivating teams and providing exceptional customer experiences, soft skills are non-negotiable.
A hospitality MBA focuses on both the traditional business skills needed to run an organization, and the human-centric soft skills that shine in any industry. According to the EHL Insights Report: Hospitality Outlook 2025:
The concept of “Hospitality Vibes” – the emotional energy conveyed by individuals and spaces – is gaining importance. Social connection, belonging, and community remain essential. Hospitality-focused leaders can bridge AI and human connection, leveraging both to enhance customer experiences and create lasting impressions. Dr Meng-Mei Maggie Chen, Assistant Professor of Marketing at EHL
So, What Are the Soft Skills Today’s Leaders Need?
Effective Communication
Effective leaders must be good written and verbal communicators, but communication is a two-way street. Leaders must also possess excellent listening skills that are so often undervalued. Communication is at the heart of so many industries. Leaders must be able to communicate with everyone from senior executives to entry-level employees effectively, whether it’s via emails and phone calls or one-to-ones and in-person presentations.
As well as communicating your vision clearly, you should be approachable and accessible so your team can make suggestions and share their concerns. A key part of that is trust. Employees must be comfortable sharing information with you. You can build trust by keeping the lines of communication open, showing vulnerability, and leaving free time in your daily schedule to allow for an open-door policy.
Emotional Intelligence
Emotional intelligence is the ability to manage your own emotions and recognize and understand the emotions of others. It can be difficult to measure, but it’s more important for leaders in many industries than IQ.
Leaders with high levels of emotional intelligence can build strong relationships with customers, employees, and other stakeholders. They can also understand the complexities of human emotions and behavior, which helps them respond with empathy and create a culture that supports and motivates their teams. In turn, emotionally intelligent leadership cultivates a positive work environment that builds loyalty, boosts job satisfaction, and enhances service levels.
Empathy
Defined as the ability to understand what others are feeling, or to put yourself in another person’s shoes, empathy is a key soft skill for any sector. Business leaders who cultivate empathy show that they understand the experiences and challenges of customers and employees.
Empathetic leaders are also more approachable and patient and have a genuine interest in the wellbeing of others. That helps them deliver more personalized customer service and create a more supportive and inclusive work environment.
Diversity and Inclusion
In today’s globalized world, being able to understand and value different customers and employees and manage cultural diversity sensitively is crucial to success. Leaders must be aware of cultural norms, customs, and expectations to create an environment where everyone feels welcome. An important part of that is implementing practices and policies that ensure everyone receives the same treatment and has the same chance to progress.
How the Soft Skills Learned in Hospitality MBAs Are Valued in Other Sectors
This increasing awareness and emphasis on soft skills has put hospitality MBA graduates in high demand. The hospitality industry requires a unique mix of skills. Staff must have excellent knowledge and technical skills, but they also need accomplished soft skills to deliver exceptional experiences, handle customer demands, and empathize with their needs when under pressure.
At the core of the hospitality industry lies customer-centricity and empathy. In an interview with BusinessBecause, Dr Achim Schmitt, dean for graduate programs at EHL Hospitality Business School, explains this phenomenon:
You need to be attuned to the needs of your customers and employees and be able to navigate a situation effectively because you are on the frontline, and if something goes wrong, the blame falls on you. The ability to embrace empathy to understand what customers want, influencing skills to improve your connections, and negotiation skills are key. Whatever the industry, a human and customer-centric skillset is increasingly valued by recruiters, from hospitality to retail and finance. 71% of employers say they value emotional intelligence over IQ, according to a CareerBuilder survey. As a 130-year-old service business itself, EHL has dealt with demands from all types of people and companies and has adjusted its programs and services to reflect these different needs.
Clearly, the biggest benefit of mastering these all-important soft skills is that they are highly transferable to any industry, and to other areas of life in general. Currently, there’s a soft skill shortage in many industries, such as financial services, real estate, and luxury goods, which is putting hospitality graduates in high demand and making hospitality MBAs an increasingly popular choice for executives across several industries.
EHL Hospitality Business School
Communications Department
+41 21 785 1354
EHL
