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Emotional intelligence in hospitality isn’t just about reading emotions—it’s about saving relationships, reputations, and sometimes even lives. At PCH Hotels & Resorts in Alabama, a supervisor used empathy, not authority, to de-escalate a crisis. His compassion helped a grieving guest find help—and quite literally saved that person’s life.
This story reveals what many in leadership already know: emotional intelligence (EQ) is the most powerful skill in any service industry. It shapes guest experiences, strengthens teamwork, and drives lasting loyalty.
In an industry that never stops moving, stress and emotion run high. Guests can arrive celebrating a wedding—or grieving a loss. Every moment demands adaptability and awareness. That’s why companies like PCH emphasize empathy and communication in every interaction.
Research from the Cornell School of Hotel Administration shows that when hotels invest in emotional intelligence training, guest satisfaction scores soar. It’s not about scripts—it’s about genuine care.
At PCH Hotels, emotional intelligence isn’t left to chance. The company trains all leaders through three programs:
Leadership Academy: Builds self-awareness and empathy through DISC and EQ assessments.
Leadership Leap: Helps new managers practice emotional awareness early.
Level Up: A year-long mentorship that strengthens resilience and interpersonal growth.
Each program teaches leaders how to pause, listen, and ask better questions—the foundation of true emotional intelligence.
Q: How does emotional intelligence improve guest satisfaction?
A: Empathy creates connection. Guests who feel understood are more likely to return and recommend.
Q: Can emotional intelligence reduce employee burnout?
A: Yes. Recognizing emotions—both yours and others’—reduces stress and prevents conflict escalation.
Q: How can I develop emotional intelligence at work?
A: Start by asking deeper questions, listening actively, and staying curious instead of reactive.
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