(An Initiative of Federation of Hotel & Restaurant Associations Of India)
(An Autonomous Body Under Ministry of Tourism, Govt, of India )
The soul maxim of the hotel industry, Atithi
devo bhava, is a citation from the Taittiriya
Upanishad which states, "Guest as God."
This stands true to the test of time as it forms the basis
for the hospitality industry. The endless social events
around us are possible due to this industry. Being in the
utopia of modernisation, we have hotels with stateof-the-art architecture, embedded with top-notch
luxuries and with a touch of the latest technological
advancements. This further uplifts guest needs and
expectations, but raises a red light over the increasing
guest expectations due to changing times. Such
situations entail a great deal of responsibility on the
part of hoteliers, particularly the frontline associates of
their respective core areas, who bear the brunt of the
consequences of any adverse situation.
Consequences of any adverse situation.
Upon taking a close look, we see that these associates
are none other than the freshly graduated students
who have till now imagined the industry and its work
process through the pages of their text books. They
have a serene imagination of the industry, and all they
are aware of is the sheen and shine of the soft floors,
but they are seldom aware of the close-knit working
process behind the doors. During the graduation years,
institutions teach various service and culinary skills, such
as serving wine to a guest in a fine dining restaurant or
completing a guest's check-in or check-out formalities,
but the most important skill development, that of emotional quotient, is somehow overlooked throughout
the journey. It becomes necessary to highlight the
workload, tiring shifts, and tedious situations in the
day-to-day working process that are bound to take a
toll on the emotional health.
Upon these budding years of these upcoming hoteliers,
they should not only be made well-polished in terms of
knowledge but also be given a fair knowledge of tricks and
tact to survive in this industry.
As "the guest is always right,"
it becomes important for the managers and supervisors to
groom their teams and strengthen their armour so as to
keep their cool in high-pressure situations and deal with
any uneven situations. There are many instances where the
guests know their mistakes but hesitate to accept them.
Hence, it is at these times that the emotional quotient of the
staff is tested to the core, where the associate is expected
to carry a well-balanced demeanour with a courteous
apology to the guest. Taking the obstacles posed by
COVID-19 in the hotel industry into consideration, we
have to ensure that the upcoming generation of hoteliers
are physically, mentally, and emotionally able to tackle any
The most important skill development of
emotional quotient is overlooked
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