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Emotional, Social and Cultural Intelligence Quotient of the Hotel Staff is essential to make a Hotel stands out from the market.
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THE Q FACTOR IN EXPERIENTIAL HOSPITALITY
Osvaldo Torres Cruz Guest Experience Design Consultancy [email protected] http://hotelguestexperience.blogspot.com
Hospitality market is one the most competitive nowadays. It is a huge challenge for Hotels to differentiate and to stand out from the increasing pool of hotel products and services.
The best way to stand out is to offer something different to the guests
¨ If you want to obtain
different results do not
do always the same¨
Albert Einstein
HOW TO OFFER SOMETHINGDIFFERENT?
By offering a PLUS in the way the hotel services are rendered.
PLUS refers to “EXTRA" feature(s) of an item of interest (product, service, person etc.) that go beyond the standard expectations and provide something "more", even if the cost is higher to the client or purchasor.
A Hotel Staff PLUS performance permits to turn ordinary hotel services in EXTRAordinary ones.
EMOTIONAL INTELLIGENCE QUOTIENT (EQ)
SOCIAL INTELLIGENCE QUOTIENT (SQ)
CULTURAL INTELLIGENCE QUOTIENT (CQ)
THE THREE MAIN DETERMINANTS IN THE Q FACTOR:
WHERE ARE THEY?
IN THE HOTEL STAFF MIND
How important is to consider this Q factor during the hiring process?
How important is to pay attention to this Q factor in your daily work in the Hotel?
KEY QUESTIONS TO BE ANSWERED
THE Q FACTOR WILL MAKE
THE REAL DIFFERENCE
