Enhancing Team and Guest Experience Through Emotional Intelligence
In the hospitality industry, emotional intelligence (EI) competencies are becoming increasingly important for success. These competencies, which foster skills like empathy, communication, and relationship management, help leaders and employees establish emotional connections with guests, colleagues and the self, leading to increased loyalty and return business.
The EHL Swiss School of Tourism and Hospitality (EHL Passugg) is committed to the education of "Affective Hospitality" (emotionally intelligent hospitality industry) since several years on the College of Higher Education and is leading the way in developing an emotional intelligence assessment specifically tailored to the hospitality industry, which will help companies identify and cultivate these skills in their teams. In this overview, we'll explore the importance of emotional intelligence in hospitality and how it can be developed and measured for maximum impact.