REDEFINING ULTRA-LUXURY TRAVEL THROUGH EMOTIONAL INTELLIGENCE

A high-end luxury brand emotional intelligence hospitality sets a new standard for ultra-luxury guest experiences. By embedding emotional intelligence into daily operations, this legendary brand ensures service excellence and creates moments guests will never forget.

Challenge

In an era where hospitality is split between commodity-driven efficiency and experience-focused uniqueness, an old legendary brand needed to translate its rich brand identity into a service DNA. How to translate a Brand Identity into the service DNA while integrating the principles of Emotional Intelligence?

Solution

Hospitality in Motion developed a wll-known brand emotional intelligence hospitality with a set of Behaviorally Anchored Rating Scales (BARS) tailored to the brand fondamaentals, aligning strategic imperatives with operational demands. This approach involved:

  • 01.

    COMPREHENSIVE EMOTIONAL ASSESSMENT FROM CUSTOMER, STAFF, AND INDUSTRY PERSPECTIVES.

  • 02.

    TRANSLATION OF ORIENT EXPRESS BRAND PILLARS AND VALUES INTO SPECIFIC BEHAVIORS.

  • 03.

    CREATION OF BEHAVIORAL STATEMENTS ALIGNED WITH THE BRAND MISSION AND EMOTIONAL JOURNEY.

  • 04.

    DEVELOP AN ALIGNED PERFORMANCE MANAGEMENT SYSTEM

Results:

Our team crafted nine behavioral statements that seamlessly integrated the brand
mission, pillars, and values into actionable behaviors. These statements incorporated the emotional journey of guests and industry-specific emotional expectations.
We then delivered targeted training to front-line staff across all brand units, including hotels, trains and yatchs. This training focused on:

  • Raising awareness of the new behavioral statements
  • Introducing principles of emotional intelligence in action

Impact:

By implementing the brand emotional intelligence hospitality into a service framework, it
is now better positioned to:

  • Deliver consistently exceptional guest experiences
  • Differentiate itself in the ultra-luxury travel market
  • Empower staff to create meaningful connections with guests
  • Adapt to evolving customer expectations while maintaining brand heritage
  • This approach not only enhances performance assessment objectivity but also reinforces a distinctive value proposition in luxury hospitality.

Related topic(s): REDEFINING ULTRA-LUXURY TRAVEL THROUGH EMOTIONAL INTELLIGENCE

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