Elevating Your Leadership Style: Understanding Emotional Intelligence in Running Your Hotel
The life of a hotel general manager is akin to a juggling act in a circus ring – balancing operational tasks, overseeing guest experiences, leading the team, and keeping an eye on profitability. Sounds like madness, right? But, what if we told you that one crucial aspect could help streamline this chaotic symphony? Say hello to Emotional Intelligence (EI).
What is Emotional Intelligence?
Emotional intelligence refers to the ability to identify and manage one's own emotions, as well as the emotions of others. It seems trivial, right? In reality, it's as important as the lobby’s coffee being hot! Or the bath towels being fluffy! If the towels aren't fluffy, well... you get the point.
The Role of Emotional Intelligence in Hospitality Management
In an industry where emotions run as high as hotel skyscrapers, EI is a critical tool for a hotel general manager. Harvard Business Review asserts that EI accounts for nearly 90% of what sets high performers apart from others.
How can EI Benefit You and Your Hotel?
1. Improved Team Performance
Being emotionally intelligent means understanding your team's feelings and reactions. This not only boosts morale but also cultivates a more harmonious work environment. If the kitchen is on fire (figuratively, of course), you’ll know how to douse the flames.
2. Elevated Guest Experiences
You are in the 'people business' where the ability to understand and empathize with guests can turn occasional visitors into loyal customers.
3. Handle Crisis More Effectively
The ability to keep your cool in stressful situations, like when Mr. Smith insists he requested a sea-view room and your records disagree, is a surefire test of your emotional intelligence.
Cultivating Emotional Intelligence: How Can You Do It?
Here's the good news - EI, unlike the perfection of your hotel’s crème brûlée, is not innate, but something you can develop. Let's discuss some techniques.
Practicing Self-awareness
Understand your own emotions. If something is making you happier than a fully booked hotel during peak season, recognize it. If something's making you angrier than a broken coffee machine during breakfast rush, figure out why.
Active Listening
Remember, it’s not just about you blabbing like the hotel parrot, but also understanding what others are trying to convey.
Mastering Self-Regulation
Maintaining composure when flying dinner plates, metaphorically speaking, takes practice but can have profound impacts on your leadership capability.
Embracing Empathy
When a customer shares a complaint, don’t just shrug it off casually like a bellboy running late on duties. Show them that you understand their point of view and will address the issue.
Social Skills
A hotel manager who knows how to create a positive environment and inspired team is akin to an opera conductor guiding a harmonious performance. And who doesn't like powerful music in the background?
In Conclusion
In the hospitality industry, successful management is less about fixing an uncomfortable mattress and more about how you make your guests, and importantly, your team, FEEL. Improving your Emotional Intelligence can not only help you become a more effective leader but also elevate the reputation of your hotel.
Don't worry! Nobody's asking you to become a mind-readingsorcerer. The key is to keep the human touch in mind amidst the hustle and bustle of your role. So, go forth and conquer/empathize!
References
- Goleman, D. (2001). Emotional intelligence: Issues in paradigm building. In C. Cherniss & D. Goleman (Eds.).
- Harvard Business Review. (2004). Breakthrough leadership: The new rules of engagement.
