While offering services in exchange for a few pounds or dollars is common, work that feels truly satisfying is the work of high emotional intelligence.

Read this blog to learn how emotional intelligence elevates your management abilities, how to develop your emotional intelligence, the most common traits of emotional intelligence, and what you can do to start your career in hospitality management.

What is emotional intelligence?

Emotional intelligence (EQ) refers to our ability to understand, use, and manage our emotions positively. Emotional intelligence is often characterised by empathy, the ability to recognise, understand and influence other people's motives and emotions.

Why is emotional intelligence important in hospitality management?

The hospitality industry thrives on creating positive experiences for guests.

Being able to lead a team, providing astounding customer care, conflict resolution, and customer relationship management form the core of hospitality and require high emotional intelligence to be able to grasp the not-so-obvious emotional and energetic cues from the customer.

As a hotelier or hospitality management professional, sharpening your EQ skills can help you deliver an exceptional service and even increase your chance of success at work.

Dr Travis Bradberry, author of Emotional Intelligence 2.0, mentions that

“Emotional intelligence is the strongest predictor of performance, explaining a full 58% of success in all types of jobs.”

 

How can emotional intelligence benefit the hospitality industry?

High emotional intelligence in hospitality leads to numerous advantages.

Staff can de-escalate tense situations, manage conflict effectively, and build trust with guests. This translates to better customer service, positive online reviews, and increased guest satisfaction.

How can emotional intelligence make leaders more effective?

Leaders with strong EQ excel at motivating teams, encouraging collaboration, and building a positive work environment.

They can effectively communicate with staff, understand their needs, and delegate tasks appropriately. This leads to a more engaged workforce, reduced turnover, and ultimately, a more successful hospitality business.

EQ in hospitality: A winning formula

Why is EQ so crucial in hospitality?

Because it empowers staff to build genuine connections with guests. Imagine a friendly concierge who anticipates your needs or a server who diffuses a tense situation with grace.

These are all hallmarks of emotional intelligence in action.

What are the benefits of emotional intelligence for the hospitality industry?

Here's how emotional intelligence benefits the hospitality industry:

Enhanced guest experiences:

Staff with high EQ can personalise service, resolve conflicts effectively, and create a welcoming atmosphere.

Stronger teams:

EQ encourages team collaboration, communication, and a positive work environment, leading to a more productive and cohesive team. Additionally, emotional intelligence in leadership can make you a trusted leader whom people feel safe to be around and to confide in.

Effective leadership:

Emotionally intelligent leaders inspire, motivate, and build trust with their staff, resulting in a happier and more dedicated workforce. They know intuitively when to back up and loosen their hold and when to tighten the reins over their affairs and teams.

 

An effective leader is also someone who leads by example or motivates others toward the highest good. Effective leaders can accomplish this delicate balance with the help of sharp emotional intelligence skills.

Tips for hospitality management to improve key areas of emotional intelligence:

Here are a few tips for boosting EQ in hospitality

Here are some tips to develop key areas of emotional intelligence within your hospitality team:

Increase your self-awareness:

Encourage staff to recognise their emotions and how they might impact their work. You can start building your emotional awareness by journaling every day or taking ten minutes to meditate quietly. Practice your emotion management strategies on yourself before you use them on your clients or customers.

Improve your self-regulation:

Help staff manage their emotions effectively, especially in stressful situations. This trait accompanies prolonged practice of daily emotional awareness.

Understand motivation:

Promote a positive and growth-minded work environment that motivates staff to excel. Once you become self-aware, it becomes very easy to pick up cues about what motivates those around you.

  • Specialise in Relationship Management:

Train staff in active listening, communication skills, and building rapport with guests. This kind of training builds emotional intelligence upon daily practice.

  • Promote Social Awareness:

The importance of emotional intelligence is perhaps seen best within a social setting. High EQ in society means that you can navigate through large crowds, groups and diverse cultures seamlessly and conflict-free, thanks to being attuned to the emotional cues and messages from others. Develop your staff's ability to recognise and understand the emotions of others, including guests and colleagues.

How to start your career in hospitality management

 

Choose from among a variety of diplomas, bachelor's degrees and executive training programmes in hospitality management to begin your career. Consider enrolling in LCCA's BA (Hons) Hospitality Management and Leadership course.

If you want to get started in this field, here are some hospitality trends you should be aware of: The hospitality industry is positioned for massive growth. According to data from the World Travel and Tourism Council, nearly 86 million new jobs will be added to the industry by 2027.

A study by UK Hospitality found that, with the right conditions and market dynamics, the hospitality industry can increase its economic contribution by £ 29 billion and create an additional 500,000 new jobs in the UK by 2027!

Don’t let the opportunity slip you by, sign up today!

FAQs:

 

1. Why is emotional intelligence so important?

EQ allows staff to connect with guests on a deeper level, personalise service, and create a memorable experience.

2. How does emotional intelligence affect customer service in the hospitality industry?

Staff with high emotional intelligence skills can anticipate guests' needs, resolve issues calmly, and build trust, leading to higher satisfaction.

3. What are the key components of emotional intelligence most relevant to hospitality management?

Emotional Intelligence skills, like self-awareness, self-regulation, motivation, relationship management, and social awareness, are all crucial for success within the hospitality industry.

4. How does emotional intelligence contribute to effective leadership in hospitality management?

Emotionally intelligent leaders inspire and motivate their teams, creating a positive work environment and high staff retention. Emotional intelligence is very crucial for effective leadership due to its ability to increase loyalty, collaboration, and unity among team members.

5. How can emotional intelligence improve teamwork in a hospitality setting?

EQ promotes communication, empathy, and conflict resolution, leading to stronger collaboration and a more efficient team. Emotional intelligence is the bedrock of successful hospitality practices.