CROWNE PLAZA HOTEL STAFF WILL DEVELOP EMOTIONAL INTELLIGENCE
The hotel operator IHG launches the Crowne Plaza hotel staff training program to enhance emotional intelligence. It is expected that in this way the hotel staff will learn to better understand the guests needs and wishes
Training involves the development of six core skills: sensitivity, self-confidence, ability to build connections, predictability, sincerity and perseverance. During the training, employees will learn how to reduce the level of the traveler’s experience by providing for the special emotional needs of business travelers.
As part of the new initiative in Crowne Plaza hotels, residents will be issued postcards upon arrival - “encourage communication with colleagues, friends and family”, as well as games and other tools to improve interaction with delegates during business meetings.
The concept was tested in four hotels in the UK and showed an impressive result: the assessment of the quality of staff service rose by 4%, and the rate of positive guest experience by 5%.
It is expected that the new style of communication with guests will be transferred to employees of 98 Crowne Plaza hotels in Europe already in 2019 (businesstraveller.com)