Mr. Vikrant Nilkanth Meshram,
Assistance Professor,
SHMCT,
JNU Jaipur

In Hospitality Industry, first impressions are very decisive. Guests decide within seconds whether they feel welcomed or not — and it's not just about the regular memorized greetings. The real magic comes from something deeper: Emotional Intelligence (EI).

From the moment a tired guest enters the hotel to the smile and eye contact at the reception, EI quietly influences whether the guest leaves happy or upset.

Even though students learn theory and practicals in college, working in a real hotel lobby needs something extra: the ability to understand others, manage your own emotions, and respond with care to create “Waao” impressions in the real world.

Emotional Intelligence in Hospitality

Father of EI, Daniel Goleman explains “Emotional Intelligence” and its five main parts:

1. Self-awareness – knowing your own feelings

2. Self-control – managing your emotions

3. Motivation – staying positive and focused

4. Empathy – understanding others' feelings

5. Social skills – communicating well with people

In Hospitality, all these are practical tools having amplified usage. A staff member with strong EI can make guests feel truly cared for.