Introduction to Research about the role of emotional intelligence in hospitality, with a focus on Front Office

1. EQ in Hospitality
Your Turn Solutions in collaboration with Six Seconds

2. The Research’s question

3. What EQ traits set apart
great front desk agents, who
deliver excellent guest
experience?

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The research’s WHY?
Your Guest
Experience
• What makes
the difference?
Your KPOs
• Revenue Goals
• Guest
Experience
• Loyalty
Your Talents
• Selection
• Development
• Retention

5. QUESTION: how does Team Members’ Emotional Intelligence contribute to
great Guest Experience and Loyalty in the luxury hospitality
industry?
GOAL: discover the correlation between great guest experience,
delivered by Front Desk Team Members and their Brain
Talents/EQ Competencies (based on the Six Seconds Model)
STUDY: each hotel will be asked to provide 5+ names of Front
Desk Team Members, and to evaluate how they score on a
scale 1-3 (Slide 9)
Each Team Member will take an Emotional Intelligence
Assessment and receive a personalized report
OUTCOME: research Paper on brain talents/EQ competencies that set
team members apart, who deliver great Guest Experience.
results will be based on how they HEART guests (overall
and by HEART category)
The Framework

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5* Hotels | 4 Properties per city
Front Desk Staff | 5+ Team Members per hotel
Total sample | 240 Front Desk Team Members
Languages | English, Spanish, Italian, French, Arabic, Chinese
The Sample

7. DUBAI
NEW YORK
HONG KONG
SINGAPORE
LONDON
PARIS
BANGKOK
LAS VEGAS
MIAMI
ROME
JOHANNESBURG
MECCA
Source: Euromonitor Top 100 City Destinations Ranking
WTM London 2017 Edition (link)
The Sample Cities

8. H
E
A
R
T
EAR listens to guests’ needs with an open ear and a true spirit of wanting
to help, beyond guests’ words
MPATHISE connects with the guest on an emotional level, without judgement,
so that the guest feels their circumstances are understood.
NTICIPATE foresees the needs a customer might have, and takes the opportunity
to delight the guest by exceeding expectations
ESPOND is accountable and follows through by taking action
RUST builds strong relationships with the customer by being authentic,
attentive and using a personalized approach when interacting
with guests.
The HEART criteria

9. What’s in it for you?
First to receive copy of the Research paper
Introductory price to EQ Journey Program
Prize draw: 5 SEI Reports & Debriefs for Hotel Sponsor
Brain Brief Profile Intro Session and Report for each participant

10. Why does EQ matter?Additional Content on EQ

11. “Emotional Intelligence means being
smarter with feelings.”
- Joshua Freedman, CEO Six Seconds

12. Why does EQ matter?

13. SOH Global
Emotional intelligence (EQ)
scores predict 52.7% of the
variation in “success” scores
from the SEI assessment.
52.7% 6th
WEF
The World Economic Forum
cites EQ as the 6th Top Skill
to have by 2020, to thrive at
workplace.
Source: Global State of the Heart 2018 Source: WEF “The Future of Jobs”

14. Success Outcomes
There is a clear correlation between EQ Scores
and Success Outcomes.
Success Outcomes are:
1. Effectiveness (Influence | Decisions)
2. Relationships (Network | Community)
3. Wellbeing (Health | Balance)
4. Quality of life (Satisfaction | Achievement)
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Source: Global State of the Heart 2018

15. The Six Seconds EQ Model

16. image hereEQ Model by Six Seconds
The Six Seconds Model is based on 3 Pursuits:
1. Know Yourself > Awareness
2. Choose Yourself > Intention
3. Give Yourself > Purpose

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EQ Competencies
Each Pursuit is bolstered by EQ Competencies.
They form the skills required to develop our EQ
and are at the base of the EQ Assessments we
work with (SEI Assessment).

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Brain Talents
Like a smart phone app, a “Brain App” is a tool
for your brain.
These “apps” let you perform important
processes using cognitive + emotional data to
achieve results. These learned capabilities help
people be effective at work and in life.
Based on robust research evaluating 1000s of
leaders today, we’ve identified the 18 essential
talents to create the future.© Six Seconds | 6seconds.org 33
Key Competencies for the Future
Learn more about Brain Talents here

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Brain Brief Profile Sample
The Brain Brief Profile (BBP) is a one-page
synthesis of the way a person’s brain processes
emotional and cognitive data.
Starting from neuroscience and 15 years of
research on emotional intelligence, the BBP
provides a simple, practical summary of how a
person’s style for using emotional intelligence —
ie, integrating thinking+feeling to make good
decisions to drive positive results.

20. Your Turn Solutions
A Six Seconds Preferred Partner
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Stefania Picheca
EQ Coach & Facilitator
+1 703 8508564
stef@yourturnsolutions.com
www.yourturnsolutions.com