Emotional Intelligence in Hotel Management

Posted on Feb 24, 2025 in Energy Resources, Fuels, and Explosives Engineering

Boosting Team Morale: A Hotel Manager’s Approach

As the newly appointed manager of a four-star hotel in Barcelona, I believe that motivation is paramount. Motivation is the engine that drives individuals to act and achieve. To improve relationships among team members and foster a positive work environment, we must implement strategies that encourage both personal and professional development. This includes:

1. Providing Challenges Through Job Enrichment

  • Encourage employees to learn new tasks and interact with different groups of people.
  • Facilitate participation in training programs.
  • Promote “internal teacher” roles for employees to share their expertise.
  • Develop leadership and communication skills to enhance self-knowledge.
  • Introduce minor job modifications to maintain stimulation.

2. Instilling Values that Foster Commitment and Loyalty

Commitment stems from the opportunity to participate in decision-making, leading to increased responsibility and authority. It also involves a mutual exchange of information, ensuring employees understand their roles and the organization’s overall operations. The three keywords here are: collaboration, satisfaction, and choice.

Effective communication is also crucial for mutual understanding. Good communication can transform negative relationships between employees. Always apply the four “I’s”:

  1. Inform
  2. Involve
  3. Invite
  4. Incentivize

Emotional Intelligence: A Real-World Example

Emotional intelligence is the capacity to perceive, express, understand, and manage emotions. My friend Joao, a Guest Services Manager, exemplifies this quality. He possesses a remarkable ability to manage his own emotions, express them effectively, and understand the emotions of others. He also has exceptional team leadership skills.

Goleman’s Theory of Emotional Intelligence

According to Daniel Goleman, emotional intelligence involves perceiving emotions, using them to facilitate thought, understanding emotional nuances, and regulating emotions to foster personal and intellectual growth.

Key Elements Demonstrated by Joao

  • Self-Management and Self-Awareness: Joao has a deep understanding of himself, reflecting a philosophical approach to life.
  • Empathy: He is highly empathetic, accurately perceiving and understanding the feelings of others, and using this understanding to motivate them.
  • Social Skills: His experience in Guest Relations has honed his ability to manage teams and build strong relationships.