This enables managers to expertly manage their own emotions and influence those of their teams to create an environment where everyone can perform at their best. (Great internal customer experiences drive delivery of great guest experiences). Emotionally intelligent hotel managers are able to maintain control in collaborative, empowered teams. They have good empathy skills and are highly self-aware. They are able to design the guest experience around their guests' emotional needs interacting with guests in the way guests want. Understanding guests' emotional triggers, and how this impacts on their perceptions is vital. Take a further look at key behaviours of a Guest Experience Leader and assess yourself.
They are able to develop staff skills in: creating positive emotions for guests' at all key moments before, during and after their stay; anticipating guest needs and building strong relationships. This drives the performance that yields higher productivity and profitability. (Hilton and Sheraton hotels saw a 24% increase in market share following a period of intense emotional intelligence training).
We have a track record in working with hoteliers to develop strong emotionally intelligent management teams that have a powerful impact on the employee experience and business results achieved. Contact us for more details or look up our leadership case studies.
Sidona Group's new Hotel Leadership Video Series shares ideas on how to emotionally connect with your guests and staff.
Anne Blackburn Customer Experience Director