The Cognitive Skills for Employees in the Hospitality Industry in the VUCA World Era
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Abstract
This article aims to study the executive function, creativity, and complex problem-solving of employees in the hospitality industry during the VUCA era. The VUCA era is characterized by rapid and continuous changes in society and the economy, accompanied by uncertainty regarding the direction of these changes. To operate efficiently and effectively in this environment—and to foster customer satisfaction, encourage repeat business, and achieve sustainable growth—employees in the hospitality industry must possess strong cognitive skills. The author identified three key cognitive skills essential in the VUCA era: 1) Executive Function – the ability to exhibit goal-oriented behaviors, 2) Creativity – the capacity to think innovatively, expansively, and divergently, as well as to connect ideas to generate new concepts, and 3) Complex Problem Solving – the ability to address challenges without knowing all potential obstacles, which may evolve and require multiple approaches to resolve. This article presented meaning, importance of Cognitive skills, examples of various roles, and responsibilities within the hospitality industry that require these cognitive skills. It also offered practical guidelines for implementing methods to enhance employees’ cognitive abilities. The development of these skills benefited all stakeholders in the hospitality sector across multiple dimensions.
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