The role of soft skills in tourism remains an underexplored area, yet it holds both scientific and practical significance. As tourists’ expectations evolve, traditional technical competencies may no longer suffice. Soft skills are increasingly essential for tourism professionals, enabling them to understand and respond effectively to shifting consumer behaviours, thereby enhancing customer satisfaction and contributing to the success of tourism service providers. This research aims to explore the conceptual foundations and growing relevance of soft skills, particularly within the context of the business and tourism sectors. Employing a systematic literature review (SLR), this study critically analyses, synthesises, and evaluates academic sources on essential soft skills for the employees of service providers in tourism. Academic articles published in English between 2001 and 2024 in Scopus were analyzed, and key themes were extracted to provide an over view of emerging trends and research gaps. The findings include a comprehensive synthesis of relevant literature and a clarificati on of key concepts such as skills, soft skills, and their application in tourism and furthermore, reinforces that soft skills are no longer complementary, but critical strategic assets for the tourism sector. The review highlights the increasing emphasis on soft skills as a strategic asset in tourism service delivery. The SLR has successfully contextualised and defined key terms, supporting the advancement of knowledge in this area. The findings reveal a persistent gap between tourism, education and employer expectations and needs. Addressing the existing challenges is critical for developing both academic understanding and industry practice. By establishing a theoretical background for the concepts of skills and soft skills, especially in tourism, this study provides a basis for future empirical research. The results underscore the importance of the systematic integration of soft skills into tourism education, workforce development, and policy frameworks to enhance service quality and sectoral resilience, thus supporting a more competitive, and future-oriented tourism industry.