How do hospitality professionals make positive emotional impressions on each and every guest? That’s the question facing those at the cutting-edge of the fast-paced tourism and hospitality industry. The right training can teach you to become not only skilled in the technical aspects of a hospitality career, but also have emotional engagement.
If you enjoy connecting with people on a personal level, making sure that those around you are comfortable and providing compassionate service, you may already have this form of intelligence! With practice and certification, an emotionally engaging career in hospitality is yours for the taking.
Read on to learn the value of emotional engagement in today’s hospitality careers.
What is Emotional Engagement?
For something to be emotionally engaging, it needs to inspire an emotional response. Positive or negative, from a laugh to a shout, emotional responses are proven to generate more meaningful and memorable experiences than neutral experiences that don’t resonate on an emotional level.
When a hotel focuses on eliciting emotional responses from its guests through advertisements and services that go above and beyond guest expectations, it can attach lasting positive feelings to its brand. Guests often share their positive memories throughout their own social circles, helping to earn hotels their positive reputations.
How Do Hospitality Career Professionals Practice Emotional Engagement?
In hospitality management training, you’ll learn to provide guests with 5-star service from booking to check-out. This involves being emotionally engaged with each guest who walks through your door.
Some of the service tips and tricks you’ll learn in school include anticipating problems that may cause guests discomfort—as long check-in waits or an out-of-order elevator—and greeting them with alternatives and sincere apologies. Or perhaps encouraging your future peers and coworkers to ask guests how they’re enjoying their stays, and to take quick action on problems that arise.
Data from a recent Gallup Panel survey of 13,515 hotel guests indicates that guests of all ages value worry-free experiences, and appreciate when hotels anticipate their needs. Gallup found that consumers consistently seek out hotels with excellent service reputation because they expect these hotels to give them positive emotional experiences.
The Financial Value of Emotional Engagement in a Hospitality Career
Emotional engagement doesn’t just make for happier guests and fulfilled hospitality career professionals, it’s also shown to generate real financial value for the modern hotel.
According to the Gallup Panel survey, there’s a conclusive link between guests’ perceived engagement levels and the amount of money they spend during their stays. Guests who reported feeling emotionally engaged by their hotel experiences spent an average of $588 per month, compared to the $403 per month of their less-engaged peers.
The study also found that fully engaged guests were less price-sensitive than emotionally indifferent guests. This means that guests are willing to pay more when they know they’ll experience attentive and emotionally-engaging service.
Learn to Emotionally Engage with Today’s Millennials
Where emotional engagement is most critical to hospitality maybe its importance in attracting Millennials. While 26 percent of older respondents reported to Gallop that their hotel took care of their emotional well-being, only 16 percent of Millennials agreed.
This may be because certain hotel wellness products and services that were once considered essential are becoming less popular, and those without up-to-date hospitality training are struggling to keep up.
“Challenge legacy products and services that add cost but not value,” recommends Gallup researcher Daniella Yu. For example, she says valet parking, bathrobes, and even an in-room bar are much less valued by today’s guests than a reliable internet connection and attentive customer service from responsive employees.
You can become one of these employees, making a living by making a meaningful difference in the lives of guests you encounter!
Visit Academy of Learning Career College to learn more about getting started.