Alessandro Cavelzani and Mark Esposito, Emotional Intelligence and Hospitality (Tate Pub & Enterprises, 2010).
Truly good hospitality must inspire pleasant feelings in visitors and be the source of happy memories, such as the serenity of resting peacefully in an agritourism resort in the middle of the country, the fairy-tale enchantment of a suite in an ancient castle with frescos on the walls, the unique experience of staying in a luxury hotel, the unusually stimulating excitement of a specially designed hotel or of a bedroom with beds shaped like cages or coffins or the beneficial and regenerative effects of a holiday in a spa (thermal baths resort).
Every environment available to guests differs from the others (colours, lighting, materials, interior design, shape and design of objects etc). Therefore different environments stimulate different emotions and feelings in visitors.
On the other hand, the individuality of a guest determines whether he/she finds a particular environment attractive and pleasant: everybody has different needs, reasons, and expectations at different times of their lives.
Being aware of the features of an environment, why it is attractive and what customers are looking for in a particular tourist resort can make a big difference to people working in the sector of tourism and especially in that of hospitality.
The Environmental Psychology presented in the book can be useful and seems to be innovative and useful for the creation of a good match between the environment and what customers are looking for.
Other than a particularly attractive environment, offering excellent hospitality also means offering high-quality service, which can satisfy the needs and requirements of customers and, at the same time, understand what they want before they ask, thus amazing them and allowing them to have a pleasantly unique and memorable time.
With regard to this, the psychological theories of Emotional Intelligence presented in this book can help improve the relationship with guests.
About the Author
Alessandro Cavelzani served for 9 years as Assistant Professor in Psychology at IULM University in Milano (Italy), Department of Human and Environmental Sciences, where lately he hold a PhD in Psychology of Communication.
He is also a practicing Clinical Psychologist and Psychoanalyst. He undertook his training with a Doctorate of Psychology at the Italian Society of Relational Psychoanalysis (SIPRE) where he is an active affiliated member.
Dr. Cavelzani has been also visiting professors in Switzerland at: UMass University of Massachusetts in Luzern, the DCT University Center in Vitznau, the Caesar Ritz University Center in Brig and at the IMI University Center in Luzern.
Currently he is Affiliate Professor of Psychology at Grenoble School of Management (France), teaching courses of “Human Resources Management” and “Psychology and Consumer Behavior”.
Dr. Cavelzani is an active researcher and he has written several articles in renowned academic and specialist journals as well as book chapters in the field of Emotional Intelligence, Environmental Psychology and General Psychology. He is the author of “Ambienti dell’ Ospitalita” ( Environs of Hospitality) published by Alinea Editor in Florence, Italy in 2008 and co-author of “Emotional Intelligence and Hospitality” published by Tate Enterprises in 2010.