The School of Life, Crowne Plaza, hotel, chain, brand, business travel, empathy, service, training, employee, staff, guests, stress, emotional intelligence
Photo: The School of Life

Hotel giant gives ‘school of life’ staff training

The major business-travel hotel brand and The School of Life will teach team members “emotionally intelligence”.

The well-known business-travel hotel brand Crowne Plaza has launched a new training programme to help team members become more attuned to guests’ needs through “heightened awareness of the skills of emotional intelligence”.

The training, called Dare to Connect, has been developed using “life skills” modules created especially for the purpose by emotional intelligence experts at The School of Life, a London-based educational company created in 2008 that now has 13 branches around the world.

The sessions will help to upskill Crowne Plaza team members who work across the brand’s 98 hotels in Europe.

The training will focus on developing six core emotional intelligence skills – vulnerability, self-belief, connection, anticipation, authenticity and perseverance.

Participants will learn ways to alleviate guests’ anxiety by responding to, and anticipating, the particular emotional needs people can experience when they are travelling for work.

Team members will be better able to recognise cues in guests’ behaviour and make natural and authentic connections with guests without following a script.

Extra empathy
A trial run of the training programme at Crowne Plaza properties in Leeds, Manchester and Newcastle in the UK and Dublin in Ireland has delivered what the IHG brand claims is promising initial results.

Overall service scores grew by at least four percentage points compared with previous years, while overall experience scores grew by 5%, and the hotels saw an influx of positive guest reviews, Crowne Plaza says.

“While we understand that business travellers appreciate efficient and functional service, we’ve seen how applying an added layer of empathy to our guest interactions, greatly improves the stay experience,” says Crowne Plaza vice president Mike Greenup.

“The School of Life is really helping us achieve this by equipping our team members with the tools to give them confidence to deliver this deeper, more emotional level of service.”

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