LQA Emotional Intelligence (EQ) Standards A measure of the emotional connection with your guests
LQA Benchmark EQ Standards Ai
Social
Self
LQA EQ Behavioral Standards
1 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges? 2 Was the employee’s speech clear and use of English adequate to be fully understood? 3 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? 4 Did the employee use the guest's name naturally and discreetly without overusing it? 5 Did the employee display a high level of confidence when carrying out his/her duties? 6 Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required? 8 Did the employee make every effort to meet the guest's requests or offer a suitable alternative? 9 Did an employee personalize the interaction in any way and engage the guest as an individual? 10 Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? 11 Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? 12 Did employees maintain alert postures and respect the guest's presence when interacting with each other? 13 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 7 Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?
Self Awareness
Social Awareness
Self Confidence Emotional Self Awareness Accurate Self Assessment
Empathy Organizational Awareness Service Orientation
Self Management
Relationship Management
Self Control Trustworthiness Conscientiousness Adaptability Achievement Drive to Succeed Initiative
Influence Inspirational Leadership Developing Others Influence Building Bonds Teamwork & Collaboration
5/7/2019
LQA Confidential, Do Not Distribute
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