Raffles LQA Emotion Intelligence Standards

What is the Raffles goal?

• Service like a warm gentle breeze

• Emotional luxury

• Arrive as a guest,

  leave as a friend,

  return as family

To make guests like family, we must

• Provide seamless service

• Anticipate desires

• Have emotional connection

Which one is more important for us to deliver service like a gentle breeze?

• Mechanics

• Emotions

• Both

Colleague: How are you today?

Colleague again: Are you checking in? May I have your passport please

What EQ criteria did the colleague miss?

• Two way conversation

• Personalize the interaction?

• Actively listen

• Anticipate guest needs

Colleague: May I have your room number?

Guest: 601

Colleague: Ms. Kaira

What did the colleague do?

• Use the guest name

• Confirm guest name

Emotional Intelligence involves

• Mechanics

• Understanding others feelings

• Being aware and in control of my feelings

Which domains of emotional intelligence do we need to apply to ourselves FIRST?

• Empathy

• Motivation

• Self Awareness

• Self control

What did Satyendra talk about in the recent LQA audit to score full points for EQ criteria?

• Talk about previous day rain

• Ask the guest "How are you today?"

• Ask the guest if they had good sleep

• Asked the guest for feedback about breakfast

What are some of the EQ criteria covered in the LQA audit?

• Confirm guest name

• Ask for feedback about the product - room/ food/ treatment etc.

• Personalize the interaction

• Really listen

What questions are applicable for "personalize interaction"?

• How is your day going?

• How are you today?

• What are you plans for the day?

• How was your stay?