By Marta O.
"She is too emotional!" - he said once angrily about me to Director of Spa. He - almost highest level Manager in the hotel talked about me to Director of Spa, becasue she was my kind of mentor from another department, older sister in hotel industry. She didn`t think long how to reply to this accusation since she was a great people person in addition putting the lower level employees on top.
"Well, yes indeed and it is not a negative trait but the only trait that allows her to form deep relationships, connection and an emotional bank account with her team and her guests... Without this there can be no real trust. You should celebrate that in her, not view it as a hindrance" - is it necessary to add something more?
We are not talking about being not professional in fornt of an employee, guest or superior. We are talking about being sensitive and people confuse being emotional with being irrational!
Just to give you some scientific canvas here is what Dr. Elaine Aron (a psychologist, researcher, and pioneer in the study of the innate temperament trait of high sensitivity) says : "Being highly-sensitive (also known by its scientific term as SPS, Sensory-Processing Sensitivity) is a normal trait found in 15-20% of the population". This means that every 5th person you meet has high sensitivity. Elizabeth Kupferman (University of North Carolina at Charlotte, a member of the American Counseling Association and Sigma Theta Tau International - Honor Society of Nursing) clearly states: "In my experience, highly sensitive people tend to be especially good at seeing the bigger picture. They see a lot of things that other people may miss, and they have a very intuitive, very conscientious way of engaging with their world. Best of all we connect deeply, love deeply and people tend to seek us out because we listen deeply".
How it affects your hotel service? How can you properly stream colleagues sensitivity on guest experience in order to improve it?
I am not sure if you do remember what Forbes standards, Leading Quality Assurance (LQA) of The Leading Hotels of the World (LHW) standards and AAA Diamond Rating Standards say. Let me remind you if you ever had a dream to be a part of the best - you need to start working on the above seriously.
Forbes state :
"Staff exhibits a genuine sense of interest and concern for guest" - doesn`t it require being sensitive/emotional?
"Staff is thoughtful and intuitive demonstrating anticipatory service when apropriate and helpful" - doesn`t it require being sensitive/emotional?
"Did you feel genuinely welcomed, as if the staff was happy to see you?" - doesn`t it require being sensitive/emotional?
and many more..
"Attandant is efficient and sensitive to the manner of the guest" - doesn`t it require being sensitive/emotional?
"(...) Attendant exhibits a sincere desire and compliance to all guest requests" - doesn`t it require being sensitive/emotional?
and many more..
LQA just a small section in all after inspecting each department:
Now tell me how do you cover that in your SOPs? How do you guarantee your staff isn`t robotic when you leave? There are plenty of advantages to having emotional sensitivity - it is not a sign of weakness. It is the sensivity that makes us emphatetic, anticiapting, genuine, intuitive and caring. And the world wide top standards clearly are about anticipatory and genuine service.
Now, my point is to not be afraid of so called emotional people but put them in particular positions where you can stream it into a great advantage. Those people will be fullfilling worldwide top standards naturally and simply building longterm relationships with your guests and team members. It is not the facilities that you can easily improve once you have money, it is the genuine approach that beats your competition. Go back to your teams and talk with them and wake up the sensitivity deeply sleeping in them. Being sensitive is a gift and you can`t train your teams on it. It won`t be genuine.
Have a wonderful rest of the week everybody!
P.S. Peter Thomson - a famous golfer once said this quote above - I love it!