Higher Emotional Intelligence calls for better guest relations and guarantees a repeat customer in the hospitality industry


Pune, May 13th, 2022: The art of hospitality involves “Meeting and Exceeding Guest Expectations”. This means that one needs to understand the spoken and unspoken needs of the guest and try ways and means to fulfill them. This leads to a guest fully satisfied with the service and creates a desire to return.

Most hospitality organizations prize this quality in their new recruits as it is considered as important as technical knowledge. An employee’s ability to understand the emotions of guests and then respond to it by handling their own emotions calls for higher intelligence, an intelligence we define as Emotional Intelligence

Studies have shown that people with higher Emotional Intelligence (EI) discern between feelings and adjust emotions to adapt to environments. Daniel Goleman in his best-selling book ‘Emotional Intelligence’, defined it as the array of skills and characteristics that drive leadership performance. Leaders in hospitality use EI to maneuver path breaking networks with their guests and create long lasting relationships.

One of our key focusses at the Lexicon Institute of Hotel Management is to ensure that we are addressing the overall mindsets of our students and enhancing their thresholds for Intelligence Quotient, Emotional Quotient, Social Quotient and Adversity Quotient by working with them based on their individual needs. Emotional Intelligence is a critical aspect of a student’s journey in the hospitality industry throughout. This is a people industry and it’s about putting people first and Emotional intelligence simply put is your ability to identify and regulate one’s emotions and understand the emotions the others. The advantages of a high EQ are many and as per me are critical to one’s success in the hospitality industry. ~ Nasir Shaikh, Group CEO, The Lexicon Group of Institutes, MultiFit and EduCrack

Persons with higher emotional intelligence are positively corelated with better social relations. EI also reduces anti-social behavior amongst the young which has been measured as reported by youth, their parents, and teachers. They are also perceived positively by others as more pleasant and empathetic to be around. Such emotional maturity leads to better team bonding and coordination.

At the personal level, EI leads to higher life satisfaction, self-esteem and lower levels of insecurity, depression, and poor health choices.

An area of competence so crucial, has been long overlooked in our curriculum by our syllabus planning committees. To change matters the hoteliers on the advisory committee of the Lexicon Institute of Hotel Management strongly believes that a Certification of Emotional intelligence, be offered to students, as it will make them emotionally fit for the hospitality industry and in turn benefit their careers and the industry.