One of the most important qualities of a good hospitality employee is emotional intelligence. In a job where you have to be friendly, welcoming, and attentive to anybody and everybody who walks through the door, being a “people person” is a must.
A person with a high level of emotional intelligence is essentially someone who is exceptionally good at navigating interpersonal relationships. Individuals with a high EQ (emotional quotient) 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. It’s no surprise that studies have shown that hospitality professionals possess above average emotional intelligence.
Frontline hospitality employees must learn to deal with a variety of different personalities, emotions, and demands from their guests. At any given moment these hotel workers may be called upon to calm an irate guest or soothe a disappointed customer. Making people happy all the time requires a unique combination of finesse, inner fortitude, and serenity.
How to Boost Your Team’s Emotional Intelligence
While some are born with the gift of endless patience and a nurturing disposition, not every hospitality worker comes equipped with a high EQ. Fortunately, there’s a simple way to stoke your hotel team’s emotional intelligence and improve guest satisfaction as a result.
Create a Highly Collaborative Work Environment
Frequent collaboration and teamwork can help strengthen that oh-so-important empathy muscle of your employees. Social skills is a major component of emotional intelligence. By creating a collaborative atmosphere, you’re giving your team an opportunity to hone their relationship building skills. This will increase their ability to work together to resolve differences and solve problems.
Improve Internal Communications
If you want your hotel employees to communicate well with your guests, then they also need to communicate well with each other. Improving your hotel’s internal communications can help your overall operations run much smoother. Promote a holistic understanding of your hotel operations within your team to facilitate camaraderie and excellent teamwork.
Improving internal communications within your team has a number of business benefits.
It can. . .
- Help employees become more engaged
- Motivate your workforce
- Boost overall productivity
Adopt an Operational Communications Platform
For hotel managers who are really serious about building their team’s EQ, they’ll need the right tools to make it happen. A team communication app for frontline employees like Beekeeper is the fastest, most effective way to get your team on the same page.
Beekeeper allows your hotel employees to communicate in real time via peer-to-peer messaging, group messaging, and social media inspired feeds for sharing targeted content. Employees can also share videos, images, and files securely through the app.
Hotel operations managers love Beekeeper because of its powerful operational features such as inline translation, confirmation campaigns, location-based information sharing, documents library, and shift schedules. The platform also offers a comprehensive analytics dashboard for admins so hotel managers can easily measure their employees’ engagement levels.
Emotional Intelligence Will Always Be #1 In Hospitality
While the hype over how AI will affect the hospitality industry certainly isn’t going away anytime soon, as long as the hospitality business revolves around people interacting with other people, emotional intelligence will always be number one.
Help your team develop their EQ and watch your guest satisfaction scores soar.