Employees are fond of their leaders in the same way customers are fond of their favorite coffee shop—because of the personal connection, consistency, and warmth they experience.

Just as a favorite coffee shop knows a regular’s name, their favorite drink, and perhaps even asks about their day, emotionally intelligent leaders connect with their team members on a deeper level. They demonstrate genuine care, remember the small details, and create an environment where employees feel seen, heard, and valued. This emotional connection fosters loyalty, motivation, and a sense of belonging, making the workplace not just a job, but a community.

As a millennial in the professional work arena, I’ve observed, and I’m confident other generations have noticed, an interesting dynamic: the interplay between greater perceived emotional intelligence and growing up in a technology-driven reality. Millennials, in particular, have witnessed the rapid evolution of technology. This digital immersion has shaped how we interact, communicate, and process emotions. I imagine the next generations entering the professional arena will have an even greater capacity for emotional awareness and interpersonal connection, drawing on their deep integration with technology and a growing awareness of the importance of human connection.

Navigating a world where instant communication and social media are the norm has enhanced our ability to read digital cues—such as tone, context, and even emojis— in the absence of face-to-face interaction. We’ve had to adapt to diverse perspectives, learning to interpret messages from individuals with different backgrounds, cultures, and communication styles. The constant flow of information, both in real-time and across time zones, has encouraged us to become more agile and responsive, not just to logistical needs, but to emotional ones as well.

This exposure to constant connectivity and virtual interaction has collectively enhanced our emotional awareness, empathy, and adaptability—skills that are foundational to emotionally intelligent leadership. For example, the ability to navigate a misleading email or read between the lines of a social media comment requires us to be familiar with both the content and the underlying emotions. This heightened emotional sensitivity is critical in leadership, where understanding the emotional state of our teams can make or break a situation.

As millennials, our technology-driven reality has made us more attuned to human emotions, not just through direct interactions, but also through virtual and electronic channels. Having grown up with digital communication, we’ve quickly developed the ability to read emotional cues, in text or social media exchanges, that previous generations might have missed. As millennials begin to take on leadership roles, stepping into positions once held by older generations, it becomes more crucial than ever to continuously improve our emotional intelligence.

These skills translate directly into leadership traits such as self-awareness, empathy, emotional regulation, and social awareness. They allow us to lead with a deeper understanding of human behavior, create stronger connections with team members, and foster a more resilient, motivated workplace. As we move into leadership positions, this focus on emotional intelligence will be essential for guiding teams effectively in today’s fast-paced, interconnected environment.

Emotional intelligence is not about the repression or suppression of emotions; it’s about recognizing, interpreting, and processing emotions in oneself and others. This comprehensive understanding becomes a powerful tool, especially in a high-touch industry like hospitality, where hyper-personalized, one-on-one interactions between guests and hoteliers define the guest experience. In this environment, emotional intelligence allows leaders and team members to navigate the complex emotional world of hospitality with skill and empathy. High-touch interactions often happen during moments when guests are vulnerable or have high expectations—like celebrating a special occasion, resolving a service issue, or looking for comfort after a tough travel experience.

Emotionally intelligent professionals can identify subtle emotional cues, adjust their approach to meet each guest’s unique needs, and create an atmosphere of genuine care and connection. This not only enhances guest satisfaction, but also builds lasting loyalty, as guests remember how they felt during their stay. Emotional intelligent professionals also foster stronger internal team dynamics, ensuring that the team feels supported and empowered to deliver their best in these high-touch scenarios. By embracing and mastering emotional intelligence, hoteliers elevate not only their personal leadership, but also the collective experience of their team, creating a cycle of positivity and trust that is critical in such a people-centered industry.

Traditional management revolves around tasks—setting goals, monitoring performance metrics, and ensuring operational efficiency. While these elements are critical, true leaders understand that they are not just managers focused on processes; they are guides, mentors, and motivators who prioritize people. Importantly, leadership isn’t confined to those with a managerial title—anyone can demonstrate leadership through their actions and influence.

Emotionally intelligent leaders recognize that the heart of the hospitality industry lies in human connections, both within their teams and with guests. By focusing on the emotional and interpersonal dynamics of leadership, they create a people-first environment where team members feel valued, motivated, and empowered to perform at their best.

In the hotel industry—a field known for its diversity, with teams of individuals from various cultural, linguistic, and social backgrounds—emotional intelligence becomes even more critical. An emotionally intelligent leader not only understands the universal aspects of human emotions, but also respects and adapts to cultural differences. For instance, a leader who is culturally aware may adjust their communication style to align with a team member’s cultural preferences, whether that means adopting a more formal tone or showing sensitivity to hierarchical structures. Similarly, they may approach a guest interaction with an understanding of cultural norms that affect expectations for service.

This people-first approach is particularly valuable in high-pressure environments like hotels, where teamwork and guest satisfaction are essential. When leaders prioritize the well-being of their teams, they cultivate a supportive atmosphere that enables employees to extend that same care and attentiveness to guests. In turn, this creates a ripple effect, elevating both employee engagement and the overall guest experience. Emotional intelligence, paired with cultural awareness, is not just a leadership skill—it’s a foundation of success in today’s people-centric hospitality industry.

To lead an empowered, motivated, and resilient team in the hotel industry, it’s essential for leaders to continuously improve their emotional intelligence. Consider some of these practical approaches:

Increase Self-Awareness

• Seek Feedback: Regularly request honest feedback from your team, peers, and superiors. This helps you understand how your leadership style impacts others and where you can improve.
• Learn Your Triggers: (Respond VS React): Reflect on situations that provoke strong emotional responses. By recognizing these triggers, you can prepare yourself to respond thoughtfully rather than react impulsively, especially in high-pressure moments.

Cultivate Empathy

• Get to Know Your Team: Make a conscious effort to learn about your team members’ values, beliefs, and personal motivations. For example, host informal check-ins where team members can share their professional goals or interests.
• Ask Open-Ended Questions: Encourage meaningful dialogue by asking questions like, What do you think we could do better? or What motivates you most about your role? This builds trust and fosters collaboration.
• Engage in Active Listening: Practice truly hearing your team and guests. Instead of formulating a response while someone is speaking, focus on understanding their words, tone, and non-verbal cues. Reflect back what you’ve heard to show you value their input.

Strengthen Social Awareness and Communication

• Be Cognizant of Body Language: Pay attention to non-verbal signals from your team. For instance, noticing signs of stress in an employee can help you address concerns before they escalate.
• Adapt Your Leadership Style: Tailor your approach based on individual team members’ needs. For example, some team members may thrive on public recognition, while others may prefer private acknowledgment.
• Acknowledge and Respect Cultural Differences: In the highly diverse hotel industry, understand the cultural backgrounds of your team. This enhances inclusivity and builds stronger relationships.

Empower Your Team

• Provide Opportunities for Growth: Offer mentorship, cross-training, or access to professional development programs. This not only builds resilience but also suggests your investment in their future.
• Encourage Autonomy: Trust your team to make decisions within their bounds. Empowered employees feel a greater sense of ownership and are more motivated to contribute meaningfully.
• Celebrate Wins: Recognize and celebrate individual and team accomplishments, no matter how small. Gratitude and recognition are key motivators that strengthen team morale.

Practice Self-Regulation

• Pause Before Responding: In moments of conflict or stress, take a brief pause to process your emotions and approach the situation with a calm and composed mindset.
• Develop Healthy Stress Management Habits: Whether it’s through mindfulness exercises, physical activity, or dedicated downtime, prioritize your own well-being to model resilience for your team.

By fostering an environment where trust, empathy, and open communication are at the forefront, emotionally intelligent leaders transform the workplace into a place of belonging, motivation, and growth. When leaders make the conscious decision to understand and support their team members—whether through listening attentively, providing constructive feedback, or offering opportunities for personal development—their teams will respond with greater engagement and resilience.

Just as a coffee shop’s regulars appreciate the familiarity and warmth of their favorite barista, employees will thrive in a space where leadership goes beyond the transactional.

Reprinted from the Hotel Business Review with permission from www.HotelExecutive.com.