A Program in Emotional Intelligence for Hotel Resort Staff

This workshop program will provide you with insight into how important it is that you demonstrate emotionally intelligent workplace behaviour in your hotel resort. You will also get an insight into how well you currently demonstrate emotionally intelligent workplace behaviour. Whatever kind of hotel resort you run, a primary measure of success will be the way your guests perceive you.

The resort’s ability to attract and retain customers requires far more than customer satisfaction. To create loyal customers, hotel resorts must endeavour for “customer delight.”

Emotional intelligence is at the core of relationships with guests because “relationships are everything.” Customer loyalty is driven by the emotional skills of people in your hotel resort.

An overview of the program follows below.

About the Program

With Marcus van Wyk.

Africa’s Leader in Applied Emotional Intelligence Training & Development

Genos International certified emotional intelligence practitioner.

This workshop is designed to help you apply the skills of emotional intelligence and, in doing so, improve your impact, influence, resilience and productivity. During this program, you will improve your understanding of emotions and emotional intelligence. You will also explore and practice tools and techniques for applying emotional intelligence and creating high performance in yourself. This workshop will provide you with insight into how important it is that you demonstrate emotionally intelligent workplace behaviour.

You will also get an insight into how well you currently demonstrate emotionally intelligent workplace behaviour. You will get practical tips on how to obtain additional feedback from others on your emotional intelligence and how to effectively respond to it. You will have insight into feeling less stressed and better equipped to positively influence the decisions, behaviour and performance of those you work with.

What You Will Learn.

The six skills of emotional intelligence:

✓ Your Self-Awareness. Self-Awareness is about being aware of the way you feel and the impact your feelings can have on decisions, behaviour and performance.
✓ Your Awareness of Others. Awareness of others is about perceiving, understanding, and acknowledging the way others feel.
✓ Your Authenticity. Authenticity is about openly and effectively expressing oneself, honouring commitments and encouraging this behaviour in others.
✓ Your Emotional Reasoning. Emotional reasoning is about using the information in feelings (from oneself and others) and combining it with other facts and information when decision-making.
✓ Your Self-Management. Self-Management is about managing one’s own mood and emotions; time and behaviour; and continuously improving oneself.
✓ Your Positive Influence. Positive influence is about positively influencing the way others feel through problem-solving, providing feedback and recognising and supporting others’ work.

The competencies, shown in yellow on the below model, help us consistently demonstrate the productive being states on the right side of the model, as opposed to the unproductive being states, that we can all be at times, on the left side of the model.

Upon successful completion of this program, you will be able to:

Demonstrate greater self-awareness and awareness of others.
Demonstrate improved empathy and self-management.
Improve your personal resilience and be better equipped to build a more productive workplace with your guests, your leaders and your resort colleagues.

Need More Information?

Email: marcus@marcusvanwyk.com

Call: +27 82 685 8896

Audience, Duration and Format

This program is suitable for all individuals in the hospitality industry.

A one or two days advanced facilitated workshop including:

➢ An emotionally intelligent assessment completed as pre-work.
➢ Inspirational content.
➢ Participative methods.
➢ Experiential scenarios.
➢ Role-play based applications.
➢ Post-program action learning project.
➢ Optional post-program coaching.