Enhancing 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 managers and employees establish emotional connections with guests and colleagues, leading to increased loyalty and return business. The EHL Swiss School of Tourism and Hospitality based in Passugg 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.

Why is Emotional Intelligence key for the Hospitality Industry?

Emotional intelligence encompasses the abilities to recognize and understand emotions, to regulate one’s own emotions, and manage the emotions of others. These competencies are increasingly being recognized as essential for success in the hospitality industry. Here's why:

Hospitality is a people business, and guests are looking for experiences that make them feel seen, heard, and valued. Leaders and employees who can effectively connect with guests on an emotional level create memorable experiences that drive loyalty and positive word-of-mouth.

By fostering emotional connections with guests, employees with strong EI competencies can create experiences that exceed expectations and drive satisfaction and loyalty. Guests are more likely to return to a property where they feel valued and emotionally connected.

Loyal guests are not only more likely to return, but they are also more likely to recommend a business or hotel to others. This can lead to increased revenue and growth for the business.

EI also plays a critical role in how teams function and communicate. Leaders who can understand and regulate their own emotions, as well as recognize and manage the emotions of others, are better equipped to create a positive and supportive work environment. This can improve employee retention, productivity, and overall job satisfaction.

By assessing EI competencies, hospitality companies can identify areas where employees may need additional training or support. This can help create a culture of continuous learning and improvement, leading to better overall performance and success.


Challenges of Emotional Intelligence in the Hospitality Industry

A major challenge facing the hospitality industry is the lack of a consistent and comprehensive way to measure emotional intelligence specifically in the hospitality context. This makes it difficult for companies to identify areas where employees may need improvement, resulting in missed opportunities to enhance the guest experience and create a positive work environment. To address this challenge, new ways to measure EI, such as the emotional intelligence assessment being developed by EHL Passugg, are crucial for companies to gain insights into the emotional skills of their teams and support employee development, well-being, and success.


EHL's tool to measure Emotional Intelligence in Hospitality

EHL has partnered with the University of Geneva to develop the world's first emotional intelligence assessment for hospitality. The assessment tests competencies through real-life scenarios, allowing companies to identify areas for growth and development.

By providing a standardized way to measure EI, the assessment enables hospitality companies to target emotional competencies to support employee success. With this solution, EHL is helping hospitality companies create emotional connections with their guests and colleagues.

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Would you like to discover more about the topic?

Feel free to connect with us for a personal exchange. There are many exciting opportunities now and, in the future, to be part of. What we know will help transform our approach towards hospitality.

Who are the experts behind the EI assessement?

The Development of Emotional Intelligence at EHL SSTH