Is Emotional Intelligence Hospitality's most important skill?
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What is emotional intelligence and why does it matter in hospitality?
Hi, I'm Mauricio Schiller and you're listening to The Schiller in Hub, a podcast gathering hospitality professionals from around the world to talk about what hospitality is and what it isn't, and their lives, the innovations, and the ideas that set some businesses apart and others not. We also talk about the future, the trends and recently we embarked on a journey to search for happiness in hospitality. What makes hospitality a happy place? What are the hurdles that block happiness from happening? And what can we do to overcome them? I invite you to be part of this journey. Comment and send us a message of how our conversation impacts your day. Ask me a question or tell me a guess you'd like to listen to.
We make this for you, so I hope you enjoy it.
Hello, lovely people, and welcome to another episode of the Schillering Hub podcast. We are talking hospitality, and today I have a different setup. I have two guests, and I'll make a little introduction to you. We have Vladka Vlaskov. Who is an inc with an incredible career in hospitality? She worked for the Pride Maritor, the Four Seasons as well, the Four Seasons Hotel in Sydney, Australia. And it was in Australia that she took a turn on her career, becoming a life coach, certified by the LCI Australia. Today she uses all her skills and experience helping individuals and professionals like us to learn, understand and master emotional intelligence. And along with Vladika, I have here Once again, thank you very much, Nadja Tien a hospitality enthusiasts.
Former GM The mosaic house product. Fusion Hotel Prague, which was the coolest hotel in Euro under his spell. Europe or in the world, Nadja. Europe, Europe. Also, the Moods Boutique Icon Hotel. The list goes on, please just connect with Nadja on LinkedIn and see all his amazing journey through hospitality. But today Nadja is a consultant for Jan Vospitality in the Czech capital Prague. And thank you very much you both for being with me today. The agenda of our podcast today will cover the fundamentals of emotional intelligence and parallels we Hospitality and hospitality leadership. It's all part of our search for happiness in hospitality. So thank you very much both for being part, accepting this invitation and taking this journey with me to learn a little bit more of human emotions and hopefully bring a little bit of joy to our people in the industry.
Today I will start with Vladka. And Vladska, let's talk about what is emotional intelligence, please.
Well, that's a big question. It's a big topic, so I'll try and can talk really in many hours about it. So I'll try to simplify it and get to the to the core of of the topic and also I mean when already when we say emotions that people get I know. Scared, I would say. And I would Like to define first that the also the difference. between uh between iqube and iqube So IQ we all well we all have as well and It's measurable. And we use it and it's it's very important. But what EQ stands for it's uh also emotional quotient quotient and it goes along This so we spy you. And both are complementary and they really need need to be next to each other. It's not for either. It's uh you must really have a certain baseline of IQ.
to understand what what EQ is, what it can do for you and how how you can develop it. And The simplest definition I would say is is being smarter is with your feeling or in in another way that it's the ability to to use the emotions effectively. And I would also Say to the logo de fini sink. That vi it's the ability that we recognize our emotions, we understand them. And we are able to manage them and not only our own emotions.
How can leaders develop self‑awareness and recognize their own emotions?
Back as well as the emotions of others. And that's very important in me life it's a it's a it's a life skill and I would also say it's like uh having a smart guy uh sm smart guy For dealing this feeling, Anna. Is something what We born with we are born with so emotional intelligence. But it doesn't mean that we know how to use it. It's a skill which which needs to be developed and it's like a muscle. And not everything would be want to be good at
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Chapters
8 chapters
1
What is emotional intelligence and why does it matter in hospitality?
0:00–5:02
2
How can leaders develop self‑awareness and recognize their own emotions?
5:02–11:04
3
What practical tools (journaling, color‑palette, AI) help staff label and process feelings?
11:04–16:41
4
How does emotional intelligence prevent burnout and identify red‑flag signals?
16:41–21:57
5
What steps can hospitality leaders take to create a mentally healthy workplace?
21:57–26:12
6
How does the ‘falling in love’ recruitment strategy boost guest reviews?
26:12–31:22
7
What role does vulnerability and authentic communication play in guest interactions?
31:22–35:49
8
How can hospitality teams turn emotional awareness into lasting happiness and profit?
35:49–40:16