Abstract
This study aims to assess the role and importance of Soft skills-based training in the hotels of Delhi NCR (national capital region). Such skill sets are required to motivate the employees so that they can work effectively and efficiently. The study signifies that such essential skills (e.g., team management skills, problem solving and conflict resolution, technical skills, communication and presentation skills, self-discipline, computer skills) are not only important for the personnel associated with hospitality industry but at the same time such skills helps in employee retention also. Data was collected through a questionnaire on Likert scale of 5 during a period of 9 weeks between October and November 2019. The findings suggested that employee retention which is a major issue in hospitality industry can be tackled when the service employees through proper training are coupled with the above-mentioned skillsets. This in turn can contribute significantly towards increased guest satisfaction, retention of both guests and employees and hence leading to increased revenue generation.
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