The Benefits of Emotional Intelligence Training for Hospitality Staff

Emotional intelligence (EI) is an essential skill for hospitality employees, as it can help them handle difficult customer situations, work well in a team, and improve overall customer satisfaction. In this article, we will explore the importance of emotional intelligence in the hospitality industry and provide evidence to support our claims.

What is Emotional Intelligence?

Emotional intelligence is the ability to recognise and manage one's own emotions, as well as the emotions of others.

Daniel Goleman in his book Emotional Intelligence: Why It Can Matter More Than IQ., defines four key components that are essential for developing a high level of emotional intelligence:

Self-awareness
This is the ability to recognise and understand your own emotions and how they affect your behaviour. Self-awareness involves being honest with yourself about your strengths, weaknesses, and emotions. It is the foundation of emotional intelligence, and without it, it is difficult to improve the other components.

Self-regulation
Once you are self-aware, the next step is to learn how to regulate your emotions. Self-regulation involves controlling your emotional responses, refraining from impulsive behaviour, and maintaining your composure in challenging situations. It is important to note that self-regulation does not mean suppressing your emotions; rather, it means managing them in a healthy and productive way.

Social awareness 
Social awareness involves being able to read and understand the emotions of others. This includes recognising nonverbal cues, understanding others' perspectives, and being able to empathise with others. Social awareness allows you to connect with others on a deeper level and build more meaningful relationships.

Relationship management
This component involves using your emotional intelligence to build and maintain strong relationships with others. This includes effective communication, conflict resolution, and the ability to work well in teams.

Why is Emotional Intelligence Important in the Hospitality Industry?

The hospitality industry is all about serving people, and that means dealing with a wide range of emotions on a daily basis. From unhappy customers to demanding managers, hospitality employees are constantly faced with challenging situations that require a high level of emotional intelligence.

Emotional intelligence plays a critical role in the hospitality industry for several reasons:

Improved Customer Satisfaction
Customer satisfaction is the ultimate goal in the service-oriented hospitality industry. Hospitality employees with high emotional intelligence are better equipped to handle difficult customers and turn negative experiences into positive ones. This ability can increase customer satisfaction, leading to repeat business and positive reviews.

Danny Meyer, Founder and CEO of the Union Square Hospitality Group, emphasises the importance of emotional intelligence in creating exceptional customer experiences. Meyer explains,

"Great hospitality is all about creating experiences that feel exceptional, and that comes from having great emotional intelligence. It's about being able to read people and situations and respond in a way that creates a positive outcome".

Effective Teamwork
Hospitality employees often work in teams, which requires effective communication, collaboration, and problem-solving skills. When employees have high emotional intelligence, they can handle conflicts and disagreements with greater ease and find mutually beneficial solutions. This can lead to a more cohesive and efficient team, resulting in better service and more positive customer experiences.

Meyer stresses the importance of teamwork and mutual respect among team members in delivering great hospitality. He says, "Great hospitality is a team sport, and it requires a great deal of trust and mutual respect among team members."

Reduced Turnover
High turnover is a common problem in the hospitality industry, and it can be costly for businesses to constantly hire and train new employees. However, when employees feel valued and supported by their employers, they are more likely to stay in their jobs. Developing emotional intelligence can help employers create a more positive work environment and foster employee loyalty.

In a study published in the Journal of Business and Psychology, researchers found that emotional intelligence was a significant predictor of employee turnover intentions in the hospitality industry. They concluded that;

"hospitality organisations can benefit by providing their employees with training programs that focus on emotional intelligence to enhance employees' job satisfaction, organisational commitment, and ultimately reduce turnover intentions."

How Can Hospitality Employees Develop Emotional Intelligence?

Developing emotional intelligence is a process that requires self-reflection, practice, and feedback. Here are some tips for hospitality employees to develop their emotional intelligence:

Practice Self-Awareness
Self-awareness is the foundation of emotional intelligence. Hospitality employees can improve their self-awareness by reflecting on their own emotions, recognising their triggers, and practising self-reflection. This can help employees develop a better understanding of their own emotions and how they impact their interactions with others.

Practise Active Listening
Active listening is an important skill for hospitality employees, as it shows that they are attentive and focused on the customer's needs. Employees can improve their active listening skills by paying attention to verbal and nonverbal cues, asking clarifying questions, and summarising what the customer has said.

Practice Empathy
Empathy is the ability to understand and share the feelings of others. Hospitality employees can improve their empathy by putting themselves in the customer's shoes and imagining how they would feel in the same situation. This can help employees develop a more compassionate and understanding approach to customer service.

Seek Feedback
By seeking feedback, employees can develop a better understanding of how their emotions and actions impact others and improve their overall emotional intelligence. It can also help create a culture of continuous learning and improvement, which can ultimately benefit both the employees and the business.

In conclusion, emotional intelligence is a crucial skill for hospitality employees to develop in order to provide exceptional service to customers, work effectively in teams, and create a positive work environment. By understanding and managing their own emotions, recognising the emotions of others, and developing strong interpersonal skills, hospitality employees can enhance the overall customer experience and increase customer satisfaction.

Investing in emotional intelligence training for hospitality staff can lead to a more efficient and cohesive team, as well as reduced turnover and improved employee loyalty. Ultimately, prioritising emotional intelligence can help businesses in the hospitality industry thrive and succeed.

As Daniel Del Olmo, President of Sage Hospitality, points out,

"Hospitality is a people business, and if you don't have emotional intelligence, you're not going to succeed.