Emotional Intelligence in Hospitality Insights & Articles

If you run a restaurant, pub, B&B, boutique hotel, or any independent hospitality business, you have had this experience. The gap between what guests say to your face and what they write online is not a mystery. It is a documented psychological phenomenon. Until you understand it properly, your guest satisfaction scores will keep telling you one thing while your reviews tell you another.

High staff turnover is costing UK hospitality businesses thousands every year. Here's how real guest feedback is changing the way operators recognise and retain their best people.

You posted the job on a Tuesday afternoon. Free listing, five minutes of your time. A couple of weeks later, someone started. You trained them up, put them on the rota, and got back to running the place. Three months in, they handed in their notice. Somehow, despite that free job listing, you feel like you've lost money. Because you have. You just can't see where it went.