Jul 21 2010
Why Emotional Intelligence?
Truly good hospitality must inspire pleasant feelings in visitors and be the source of happy memories, such as the serenity of resting peacefully in an agritourism resort in the middle of the country, the fairy-tale enchantment of a suite in an ancient castle with frescos on the walls, the unique experience of staying in a luxury hotel, the unusually stimulating excitement of a specially designed hotel or of a bedroom with beds shaped like cages or coffins or the beneficial and regenerative effects of a holiday in a spa (thermal baths resort).
Every environment available to guests differs from the others (colours, lighting, materials, interior design, shape and design of objects etc). Therefore different environments stimulate different emotions and feelings in visitors.
On the other hand, the individuality of a guest determines whether he/she finds a particular environment attractive and pleasant: everybody has different needs, reasons, and expectations at different times of their lives.
Being aware of the features of an environment, why it is attractive and what customers are looking for in a particular tourist resort can make a big difference to people working in the sector of tourism and especially in that of hospitality.
The Environmental Psychology presented in the book can be useful and seems to be innovative and useful for the creation of a good match between the environment and what customers are looking for.
Other than a particularly attractive environment, offering excellent hospitality also means offering high-quality service, which can satisfy the needs and requirements of customers and, at the same time, understand what they want before they ask, thus amazing them and allowing them to have a pleasantly unique and memorable time.
With regard to this, the psychological theories of Emotional Intelligence presented in this book can help improve the relationship with guests.
The book is divided into three sections:
I) Emotional Hospitality;
II) Hospitality Environments;
III) Case Studies.
The above-mentioned concepts of service provided by staff and environment are analysed and developed in the first part.
In the second part special attention is paid to the theme of the relationship between emotions and colours, lighting and materials.
The third part contains some Case Studies from Italy.
Alessandro Cavelzani, Ph.D., Mark Esposito, Ph.D.