Resolving Workplace Anger by Listening to Your Emotions

By Nicole Perrotta Professional Trainer, Transformation Associates | January 01, 2016

I have seen many hotels achieve high customer service scores and yet struggle with low employee satisfaction scores accompanied by high turnover rates. Many hotel executives scratch their head wondering "How is that possible? Is this just the nature of this industry?" The answer is yes and no. Yes, the hotel/service industry has a higher turnover rate than many other industries. And, no, it doesn't have to be the case for your hotel.

High demands and high stress create a ripe environment for anger. Unresolved anger behind the scenes can lead to low employee engagement resulting in high turnover. There are many tools and best practices that you can implement to increase employee engagement which will result in lower turnover. One of the most effective tools to increase employee engagement that you can practice yourself and then teach your staff is listening to your emotions to navigate through anger.

Think about the word: Anger. What is the first thing that pops in your head? Did you feel your heart rate increase and get a little flush? Did you think of a person who was overcome by it? Did you think of an event that ended badly because someone gave in to the power of anger?

When we are engulfed by the emotion anger, we react. We tend to do the first thing that pops in our head regardless of the consequences. This angry reaction usually results in outcomes that are less than desirable. What if as a leader, you could guide your team to embrace the power of that emotion, listen to the wisdom of it, and choose a response appropriate for the situation? How much more effective, productive and stress free would your hotel be?

A Defining Moment of Leadership From One Hotel Executive

"I walk into the managers meeting the instant a verbal fight erupted. Our sales manager is yelling at the top of her lungs at our operations manager. Both managers are hot, red faced and loud. All the other mangers are staring at the two of them, eyes and mouths wide open in disbelief.

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Coming up in June 2019...

Sales & Marketing: Selling Experiences

There are innumerable strategies that Hotel Sales and Marketing Directors employ to find, engage and entice guests to their property, and those strategies are constantly evolving. A breakthrough technology, pioneering platform, or even a simple algorithm update can cause new trends to emerge and upend the best laid plans. Sales and marketing departments must remain agile so they can adapt to the ever changing digital landscape. As an example, the popularity of virtual reality is on the rise, as 360 interactive technologies become more mainstream. Chatbots and artificial intelligence are also poised to become the next big things, as they take guest personalization to a whole new level. But one sales and marketing trend that is currently resulting in major benefits for hotels is experiential marketing - the effort to deliver an experience to potential guests. Mainly this is accomplished through the creative use of video and images, and by utilizing what has become known as User Generated Content. By sharing actual personal content (videos and pictures) from satisfied guests who have experienced the delights of a property, prospective guests can more easily imagine themselves having the same experience. Similarly, Hotel Generated Content is equally important. Hotels are more than beds and effective video presentations can tell a compelling story - a story about what makes the hotel appealing and unique. A video walk-through of rooms is essential, as are video tours in different areas of a hotel. The goal is to highlight what makes the property exceptional, but also to show real people having real fun - an experience that prospective guests can have too. The June Hotel Business Review will report on some of these issues and strategies, and examine how some sales and marketing professionals are integrating them into their operations.