Frontline hospitality employees with a high level of emotional intelligence is essentially someone who is exceptionally good at navigating interpersonal relationships. They tend to be more empathetic, socially aware, and they genuinely enjoy helping other people. All of these traits are ideal for hospitality workers who interact with people day in and day out.
Why we need EQ in hospitality?
Emotional intelligence is particularly important for hospitality and tourism because it plays a dual role. First of all, a high level of emotional intelligence is essential for successful service delivery. Hotel customers - especially those of high-end establishments - have become jaded and are ever more difficult to satisfy. What is needed to cement customer loyalty is service that “surprises and delights” guests through highly personalised touches, or at least does not annoy them in some way. In order to achieve this goal, it is essential that employees are able to anticipate what a customer’s specific needs or wants are before he or she actually verbalises them.
Secondly, a high level of emotional intelligence on the part of managers is essential for building a strong team that is motivated to give its best, whether in the kitchen, the dining room or at reception. In a team where feelings are valued and there is a culture of empathy and understanding, employees are more likely to feel and perform at their best. Not only does this make for a better guest experience, but it should have significant positive impact on employee retention levels and absenteeism.
Ms. Nguyen Thuc Thuy Tien - Vatel student has won the Miss Grand International 2021 title, one of the top six major international beauty pageants for women.Read more
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The results of the efforts, study and training of Vatel students are best demonstrated through comments from hotel managers and customers served by students.Read more
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