Crowne Plaza Offers Emotionally Intelligent Hotel Experience
Crowne Plaza has launched a new training programme to help hotel staff become more attuned to guests’ needs through a heightened awareness of the skills of emotional intelligence.
The training programme called “Dare to Connect” has been developed using bespoke ‘Life Skills’ modules, created by emotional intelligence experts at The School of Life and will help to upskill Crowne Plaza team members who work across the brand’s 98 hotels in Europe.
The training, run by Heads of Departments at each hotel, will focus on developing six core emotional intelligence skills: vulnerability, self-belief, connection, anticipation, authenticity, and perseverance.
Participants in the training will learn ways to alleviate guests’ anxiety by responding to, and anticipating the particular emotional needs people can experience when they are travelling for work.
By applying these skills to their day to day roles, team members will be better able to recognise cues in guests’ behaviour and make natural and authentic connections with guests without following a script.