When COVID-19 was declared a pandemic in mid-March of 2020, Canadians self-isolated in their homes as much as possible in an effort to contain the spread of the virus. We were quickly asked to modify our routines and postpone anything that was non-essential, especially anything that involved close interactions with others. While this isolation along with social distancing and eventually mask wearing ‘flattened the curve’ quite effectively, it had some unintended consequences. Not only did hospitality, retail and other service workers start to become recognized as the essential workers we all knew they were; we also started to see an erosion of the overall mental health and wellbeing of Canadians. Isolation, stress and uncertainty combined with the health threats of COVID-19 all started taking a toll on the Canadian psyche. Could Canada’s Hospitality and Tourism Industry Contribute to Positive Wellbeing? For those of us who have dedicated our careers to the hospitality and tourism industry, it is not hard to understand how profoundly we impact our guests and clients with our service-centred experiences. But has anyone ever aggregated the total number of service interactions Canada’s tourism industry impresses upon the citizens of our nation and of our visitors? And did the isolation orders and social distancing expose just how vital hospitality and tourism experiences are for the positive wellbeing of the people we serve? I believe so. The Basics of Emotional Intelligence Psychologist and author Daniel Goleman defines Emotional Intelligence or EQ as the ability to recognize and manage your own emotions, and those of the people around you. People with high levels of EQ understand what their emotions mean and most importantly understand how they impact those around them. You see why this is becoming so critical for service or businesses under pressure. And the most attractive part about EQ is that with training, development and guidance, people can improve the 5 key elements of EQ: self-awareness, self-regulation, motivation, empathy and social skills. Incorporating Emotional Intelligence into our Training As we re-open our businesses, let’s not underestimate the impact our workers have on our guests and clients. And let’s not underestimate the toll this pandemic and the return to work has had on the mental health and emotional wellbeing of our workforce. So, in an effort to positively contribute to both, perhaps there is a window opening for a more pronounced focus on emotional intelligence within our training environments and the development of emotional and social skills to complement our workforce’s reliance on the occupational skills they’ve acquired over the years.
By Alice Sinia With travel grinding to a halt as a result of the...
OTEC's Joe Baker compares hotel owners and managers to sports coaches. "Our athletes have been in an off-season world for the last 3 months. Before we can get them on the field performing at their peak during games, they will need to go through training camp and skills drills."
ORILLIA, Ont. — While some key areas of Ontario were stuck in Stage 1 of reopening, golf courses had opened for business. That business looks different from last year, Shane Bage of Resorts of Ontario reports.
TORONTO — Reetu Gupta, president and CEO of both Easton's Group of Hotels and The Gupta Group, shares some personal stories of how discrimination affected her father, herself and the origins of their companies.
Electrostatic Spray (ESS) Disinfection has been a wildly well received PR approach to delivering a safe, disinfected environment for guests for Marriott and other hotels. As the adage goes, “The devil is in the details," Jason Cheskes reports.
While traditional loyalty points schemes rely on physical visits and bookings to reward guests, hotels should adopt other streams and strategies to drive loyalty. The key is to keep serving guests, sensitively engaging and laying the foundations for the bounce-back. So what’s the answer? Email.
By Joe Baker If there is one thing the hospitality industry is universally known...
In response to requests for supply of PPE, Jason Cheskes has spent dozens of hours examining the marketplace to provide hoteliers with up-to-date solutions for these needs. Cheskes suggests operators consider placing orders as soon as possible, as availability is limited and until supply stabilizes, shortages, delays and cost fluctuations are expected.
This isn’t the first time the travel industry has suffered. Traditional travel agents have been in emergency mode many times during the last two decades or so. Frances Kiradjian of BLLA looks at how this could help our industry recover.
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