An Emotionally Intelligent and Spirited Staff

To be great, a hotel needs a team — both management and front-line staffers – with emotional intelligence. This means intuitive people sense, empathy, and genuineness.

There’s the phrase “hospitality personality,” which goes further than cheerfulness. That’s important, but so are natural kindness, graciousness, humor, and joie de vivre. A person who quietly makes guests feel comfortable and important.

A great five-star hotel employee also thinks things through. He or she has a sense of priority, attention to detail, practicality, follow-through, and efficiency.”

You could boil all this down to the question: does the guest feel that a hotel staffer really cares about them? Sadly, I’d say that this happens 10% of the time.