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The importance of social and cross-cultural skills for tourism and hospitality

Social and cross-cultural skills, often called ‘soft skills’, are among the skills seen as most important for the tourism and hospitality workforce (Wilks & Hemsworth 2011, Sisson & Adams 2013, Weber et al 2009). These skills are highly appreciated by employers in the sector and are also transferable skills that could be easily adapted to different working environments. With the growth of AI and emerging discussions about the displacement of the workforce, social skills are regaining importance with the recognition that many workers in the future will need more complex problem-solving, adaptability and creativity skills. But how can we define these skills?