More Market Share with Emotional Intelligence
At The Sheration Studio in Orlando Emotional Intelligence-training was provided to pinpoint employee issues, in detail collaboration, trust and employee motivation.
Over 10 months the management team, the front desk team and four groups of line staff received Emotional Intelligence-training, some leaders additional one-on-one coachings.
- +23 % market share
- + 8 % customer service ratings
- – 20% employee turnover
- Top rated vacation property after the training
Source: Joshua Freedman, Case Study: Emotional Intelligence at the Sheraton Studio City Hotel, Six Seconds Consulting, 2003
Management team attended 18 hours of emotional intelligence training.
The front desk team participated in similar training.
4 groups of line staff received two hours of training.
Several leaders received one-on-one coaching varying in length from 2 to 12 hours.