Emotional Intelligence for Luxury Resort Managers

Discuss the importance of emotional intelligence to a manager of a luxury holiday resort. [20]Accept answers that relate the discussion to luxury hotels rather than luxury holiday resorts. Knowledge and Understanding 4 marks · Knowledge of the elements of Goleman’s theory of emotional intelligence · Candidates might list the four key competencies · Knowledge of the role of a manager Application 4 marks · Appreciation of this situation being a luxury holiday resort/hotel where many employees will be in direct contact with the guests · Recognising the need for empathy towards employees who, in turn, will need to show empathy towards the guests if they have a problem during their stay · Reference to how elements of Goleman’s theory can be applied to the role of a manager of a luxury business Analysis 6 marks · The owners of a luxury holiday resort/hotel will require managers to recognise and understand the needs of both employees and guests. Such understanding is essential in emotional intelligence. 20 9609/12 Cambridge International AS & A Level – Mark Scheme PUBLISHED May/June 2022 © UCLES 2022 Page 16 of 20 Question Answer Marks 6 Analysis could include some development of the four key competencies: · Self💥awareness: Being aware of and understanding their own emotions and how they might react when experiencing a particular emotion and how such reactions/behaviour might affect those around them · Self💥management: Once managers understand their own behaviour, they must develop ways to manage and control their emotions in the workplace. Without the ability to do this they might cause an adverse reaction in their employees in stressful situations. 💥 A negative work environment is likely to be created if managers cannot control their emotions 💥 When difficult situations arise, managers can create or maintain a positive feeling among employees by demonstrating their own positive attitude and that they are in control of the situation 💥 They must be able to recognise and assess risk and work to reduce the impact of any element of risk 💥 Their behaviour must inspire confidence and trust in their employees if the luxury resort/hotel is to create the type of positive environment that guests would expect 💥 Setting and achieving goals can also inspire other employees to work harder and to develop their own aspirations. · Social skills: Managers must be able to develop a good relationship with employees and customers and be able to understand and manage their emotions. 💥 Each employee will have different needs 💥 Managers must be able to recognise dissatisfaction among employees and/or customers and must be able/willing to understand why that dissatisfaction exists and then seek to resolve it. Anger, disappointment or dissatisfaction that is not recognised and resolved can lead to further deterioration of a bad situation 💥 When employees feel that their emotions and needs are understood by their managers, they are more likely to have a positive relationship with the manager. · Social awareness: An ability to understand the emotions of their employees. 💥 Successful managers will recognise that not all employees are motivated in the same way. Each employee might have a different level of aspiration 💥 Managers need to recognise that each employee could have had or is having a different life experience or are at different stages of their working life which changes the level of aspiration and the ways in which they can be motivated eg money, status etc. · Discussion of how managers could understand what motivates their employees to work; what is important to their employees is likely to influence how the employees interact with the guests. The atmosphere created at the luxury resort for the guests is likely to be strongly influenced by the relationship between managers and employees · If managers have a high level of emotional intelligence, they are more likely to understand the needs of, not only their employees but also their guests. This should lead to guests having a more positive experience and therefore a higher level of satisfaction with their stay at the luxury resort/hotel 9609/12 Cambridge International AS & A Level – Mark Scheme PUBLISHED May/June 2022 © UCLES 2022 Page 17 of 20 Question Answer Marks 6 Evaluation 6 marks Any judgements/conclusions can be made at any point in the essay not just in a concluding section. · The importance of having a high level of emotional intelligence is probably stronger in a business situation where there is a lot of personal interaction. In a luxury hotel many employees will be in regular direct contact with guests · Each guest might also have a different level of expectation of their experience at the resort which again needs to be understood by the managers. It can be difficult to recognise and meet the needs of a wide variety of people and their expectations. · If managers can create a happy and relaxed atmosphere in the resort, guests are likely to be content with the experience. In order to achieve this the manager must rely on the employees who have contact with guests. Happy employees = happy guests. · However, some may argue that emotional intelligence is not necessary if the managers can ensure that employees do what they are asked. However, clear analysis of emotional intelligence is still essential to adopt this approach · In a luxury holiday resort/hotel, the expectations of guests will be high, and their demands might be difficult to meet. High standards that are expected by guests will require the highest level of performance from employees which is more likely to be achieved when they feel valued and understood by managers. A less luxurious resort/hotel might not present the same problems to management due to the expectations of guests perhaps being lower and therefore easier to achieve with a less positive workforce. · Most manager skills needed for success in this context come under the heading of emotional intelligence, but equally important might be inventory control, financial planning and creative service provision.