A palace with an exquisite design, Roman columns and sculptures, shines in a sea of architectural wonders, it is situated in the heart of Rome, steps away from the Pantheon and other iconic landmarks. Moreover it Is made of a rich history: Originally built in 1620 as a residence for the Portuguese Fonseca family. La Minerva stands out for its combination of historical significance, prime location, and upcoming luxury transformation under the Orient Express brand.
Challenge
One of the most luxurious hotel in Roma holds quality and craftsmanship . Luxurious Guests expect from their experience exclusivity, privacy and discretion, relationship building and customization. In other words, to tailor a stay, the host should be able to recognize, understand, and label the emotions guest is looking for to better adapt the journey, the story telling and the interactions. How to ensure that the principles of Emotional Intelligence are integrated into daily operations to transform a stay into a memorable moment?
Solution
Hospitality in Motion developed a participative training, during which actionable tools were given to the teams to increase several skills related to emotional intelligence including skills such as recognize, understand and label, emotions in self and others.
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1. Recognize emotions in oneself and others
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2. Understand the impact of emotions on behaviors
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3. Identify and accurately name and define the emotions we experience
