FRONT OF HOUSE
THE ART OF EMOTIONAL INTELLIGENCE
With a better understanding of our emotions, we can communicate our feelings in a more positive manner. This can foster a more collaborative and appealing working environment for all, says Brigita Perry, Front of House Manager at Anabas.
When we enter a building and approach a reception desk, we all have certain expectations; we expect to be greeted with a smile, helped by someone with a friendly manner, who is professional, efficient, capable and personable.
Front of house and reception services are designed around creating a great customer experience for staff and visitors, but what about the people who deliver this service day in and day out? How hard is it to always be outwardly positive if you don’t feel that way on the inside? How hard is it to smile when you feel the opposite? And as a customer, how noticeable and memorable is it when you aren’t greeted in a warm and friendly manner.
Most office workers can hide behind a computer when they are having a bad day; they can take themselves off to a private space to clear their minds and work uninterrupted. When your role is to be the face of an organisation, the first point of contact at all times and the ‘go to’ person for anyone visiting the building, there is nowhere to hide.
As front of house, you are always on show and your interactions whether positive or negative are always watched. So how do we arm our staff to deal with the stresses that come from being the first in the firing line, for dealing with conflict in a calm manner when it’s played out in public, or even just to keep smiling and deliver a five
28 | TOMORROW’S FM “As employers it’s our
responsibility to educate front of house staff to understand and manage their emotions
and stresses both in and out of work.”
star service when they are having a bad day or struggling with issues outside of work?
As employers it’s our responsibility to educate front of house staff to understand and manage their emotions and stresses both in and out of work, enabling them to process any negativity and present a positive demeanor on reception whilst keeping a cool head. We call this emotional intelligence.
Emotional intelligence refers to someone’s ability to perceive, understand and manage their own feelings and emotions and how they affect others. It is about having empathy – an essential trait for preventing and resolving
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