Tag Archives: Emotional Intelligence

Guest Relations, Guest Services

Is The Hotel Industry Losing Its Hospitality?

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I recently happened to watch the WestJet Christmas Miracle video on YouTube and I was impressed by how simple yet powerful this idea was in building an emotional connection between an airline and its customers. The video went viral, has over 26 million views on YouTube, and the cost for the Christmas presents is nothing compared to the return on investment this campaign will have for WestJet.

What concerns me is that the hotel industry who claims to be all about its guests and their well-being didn’t come up with this first. It feels like that we keep holding on to our glamorous past by thinking that we can still impress our guests by sending up a bottle of champagne and chocolate covered strawberries to their rooms, while other industries figured out a way to move on and to connect deeply to their customers.

WestJetThe exact same thing that the airline did for its customers any hotel could be doing for its guests staying over during the holidays by asking them prior to arrival what they want for Christmas and delivering these gifts on the 25th. Continue reading Is The Hotel Industry Losing Its Hospitality? →

Development, Guest Relations, Leadership

The 30 most important minutes of your day

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It’s your 30 minutes lunch break! You either believed it to be an interruption of your day as you had so much work to be done, or the highlight as you were able to step out of your busy day for a moment to take a deep breath!

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But one way or the other, it turns out that you were wrong. Talking to my dear friend McKinley the other day, who follows this blog loyally from the beginning, and listening to him talking about the importance of not only never sitting alone while having lunch in the staff canteen, but also making a point of always sitting with different people, and use this half an hour to connect with people and build or strengthen relationships, opened my eyes. Continue reading The 30 most important minutes of your day →

Development

Changing the culture

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Changing the culture is the basic requirement for any enhancements or achievements. If you are aiming to improve your associate or guest satisfaction, reinforce you standards of excellence or improve your star ratings, the first step is to establish a culture with a mindset wanting to be the best at every turn.

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How exactly do you change a culture? Continue reading Changing the culture →

How To

How to be successful

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I still remember working over twelve hours a day and 80 hours a week only a couple of years ago to achieve much less that I can accomplish now in less than 3/4 of the time. While I certainly learned to work smarter and be more effective with the growing experience, I do not believe that my IQ changed since then making this huge improvement possible. So what happened?

How to be successful in the hotel industry and move ahead of the competition? It’s a people’s business, and everything comes down to one person respecting and being able to communicate to another, it’s that simple!

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While a Bachelor’s or even Master’s degree became a basic requirement for most management positions in hospitality, it doesn’t matter much from that point on in your career how smart you are, if you’re not able to communicate with other people and get them wanting to follow your lead. So what do you think is more important, your intelligence quotient or your emotional (EQ) and moral intelligence (MQ)? I am telling you that ‘intelligence is overrated‘ and only the cost of entry, it’s the capability of being aware of yourself and others that will make you successful! Continue reading How to be successful →