Intelligent Hotel Staff
Join the Audience
To deliver exceptional service a hotel needs front-line staffers with emotional intelligence. This means
people with the ability to manage emotions in a positive and constructive way.
They are genuine, demonstrate empathy, are able to manage conflict, work well in a team, and
communicate better. A person who quietly makes guests feel cared about, comfortable and important.
This highly interactive workshop develops hotel staff skills and talents in emotional intelligence
Learning Session Objectives
By the end of this workshop participants will have learned:
How to develop a human/business plan
How to use four caring responses
Why interactions fail
How not to get hooked by others behaviour
About the six programs of behaviour
How we communicate to others
Words to use and some to avoid
About our impact on others
How we collect feelings
How to deal with difficult situations and reduce stress
Learning Session Benefits
Participants will develop the skills and abilities to:
1. Increase self-confidence, communicate effectively with others, and achieve business objectives
2. Manage emotions in a healthy way, so reducing stress levels
3. Develop, and maintain good interactions with others, so enabling good guest and staff relationships
and minimise conflict
Learning Session Outline
Understanding the Human/Business Plan – Exercise in identifying human needs that need to be satisfied
when communicating with ourselves and with others
Developing four caring responses – How, when and where to deliver responses, and practising the skills
Identifying why personal interactions fail – Exercise in understanding our own behaviour towards others
Don’t get ‘hooked’ – Developing responses that keep you ‘unhooked’ and minimise your level of stress
The six programs of behaviour – Understanding human behaviour and how we influence the behaviour of
How we communicate to others – Developing our verbal and non-verbal skills
Some Words Are Better Than Others – Identifying words to use and some to avoid.
Your impact on others – Exercise in identifying general characteristics about ourselves and others that may
Different programs – Using the ‘way it is model’ to understand values, attitudes and perceptions, and how
they may differ from our guests
Collecting feelings – Exercise in identifying the internal negative feelings that may make you stressed and
how to deal with them
Defusing other people’s emotions – How to deal with conflict and difficult situations
This program can be run to suit the needs of your business. It is primarily designed to be delivered in
workshop fashion. However, it can be delivered effectively as a half-day seminar, or one-hour keynote speech.
The workshop is highly interactive. It includes team exercises, group discussion and skill practise/role playing.
Participants are encouraged to raise real life situations and discuss the challenges they face.
Your Learning Event Leader
Alan Fairweather, The Motivation Doctor, is an International Speaker, New Business Consultant and
Before starting his own business, Alan worked in sales and customer service and did the job of a manager in
four different organisations, over 23 successful years.
He knows the real challenges that hotel staff face every day, dealing with guests and delivering business
He has run training workshops for hotels in the UK, Vietnam and the Philippines.
He formed his speaking, consulting and learning business in 1993 and for the past twenty years has been
running seminars and workshops in the UK, US, Europe, Middle East and South East Asia.
His books are available worldwide through Amazon and other retailers.
He is the author of three books including - ‘How to be a Motivational Manager’ – ‘How to Manage Difficult
People’ – How to Make Sales When You Don’t Like Selling’
He is based in the UK and The Philippines, and works throughout Asia.
Alan can be reached by email at: email@example.com
Or by phone at: +63 (0) 917 5175191