Wanted: Emotional Intelligence

Imagine this: a large group of passengers finds out late at night that their flight won't be leaving until the next day.

The hotel staff quickly becomes aware of the situation due to the influx of weary and frustrated guests.

Instead of just processing check-ins mechanically, the front desk team first acknowledge the guests' frustration and exhaustion, offering a genuine apology for the circumstances that are beyond the guests' control. They provide clear information on what the hotel can do, such as offering a discounted rate for the night and a complimentary shuttle service back to the airport. They coordinate with the kitchen to keep the hotel restaurant open later to accommodate the unexpected guests.

This is a good example of emotional intelligence (EI): a powerful tool that can transform simple interactions into memorable experiences. Thoughtful gestures show guests that they are truly valued.

The Other Way Round
Let me make it clear: EI isn't just for dealing with guests; it's also key for improving how we manage things behind the scenes. In hospitality these days, it's not so much about staff adapting to management but rather the other way around. Management needs to improve their ability to tune into their team's needs and perspectives. That's where EI really comes into play.

Managers with high EI can better understand and respond to their staff, creating a more supportive and effective work environment. This will help us find the best solutions when our staff is struggling. It will also help us determine how to adapt the pace and style of the training we provide, according to the individual’s learning needs.

These intuitive acts make team members feel valued, but they also play largely in our favour. We’re not very different from football coaches: we must figure out what each ‘player’ is good at, nurture it, and orchestrate every individual talent, to reach a common goal. EI is rare to come by, so what do we do?

For new staff in hospitality, we must integrate EI training from day one. This training should cover recognising their own emotions and those of others, empathetic communication, and effective conflict resolution. We must make it clear that robotic behaviour is outdated and unacceptable. This will help establish a modern, supportive workplace culture where staff feel empowered.








We also have to re-train established staff. For staff accustomed to traditional management styles, targeted EI workshops can help reshape their approach. These sessions should focus on the benefits of empathetic leadership, teaching techniques for supportive communication. We must highlight that aggressive management tactics are no longer tolerated and demonstrate how positive reinforcement and understanding can lead to better team dynamics.

Let’s give some examples. In training sessions for new hospitality staff, we can include role playing exercises that simulate guest interactions, from handling a complaint to celebrating a guest's special occasion. We can teach them how to read body language and tone, to tailor their responses empathetically.

For established staff set in their own ways, we can use case studies from within the industry that showcase successful outcomes from EI-driven management. For example, we could present a case where a change in approach from a command-and-control style to a more collaborative and supportive management led to a significant improvement in team performance and customer satisfaction ratings.

Isn’t it Obvious?
I can hear you read and ask this question. Short answer: No, it’s not.

EI is often overlooked and undervalued, sometimes even perceived as a sign of weakness. Yet, the reality is that EI has a powerful trickle-down effect. If senior management doesn't embody and prioritise emotionally intelligent practices, it's unrealistic to expect front-line staff to adopt these behaviours.

This foundational shift is crucial for creating an environment where every member of the team can thrive and deliver the best possible service to clients.