EHL Hospitality Business School

Affective Hospitality Institute

Elevating Emotional Intelligence in Hospitality and Service

Leading with Emotional Intelligence

The AHI is dedicated to achieving excellence in human interactions not only within the hospitality sector but also in various other industries. With a strategic focus on spearheading insights, conducting groundbreaking research, and providing top-notch education in Emotional Intelligence (EI), the AHI positions itself as a pivotal player in enhancing service excellence.

This specialized institute places a strong emphasis on both enhancing internal capabilities within organizations and enriching external client experiences through the utilization of advanced EI tools and measures.

The AHI also develops and offers customized training programs for employees and managers at all levels. These programs are tailored using a unique assessment tool created by the institute.

EHL Institute

Introducing the AHI - Affective Hospitality Institute

In the realm of hospitality, the AHI institute has emerged as a beacon of innovation, fundamentally redefining the skillset of service professionals through the lens of Emotional Intelligence (EI).

Why Emotional Intelligence Matters

The AHI institute stands out in the hospitality sector by pioneering an approach based on 'applied' and 'organizational' psychology. This approach focuses on developing Emotional Intelligence (EI) among service professionals.

It equips them to understand, manage, and express their emotions, while also recognizing and responding to their clients' emotions.

This dual focus on empathy enhances both the emotional well-being of service providers and customer satisfaction, creating a win-win environment.

Learn more

Hospitality Concept Strategy (30 x 30 mm)

A Pioneering Approach

AHI stands at the vanguard of hospitality education, embracing a unique approach. We combine evidence-based research with practical application to create innovative assessment tools and training programs.

Our methodology is constantly refined through collaboration with industry partners, ensuring our programs are relevant, scalable, and impactful across different cultures and markets.

Learn more

The AHI Context

Elevating Service Excellence through Emotional Intelligence

In the competitive hospitality and service industry, success depends on demand and supply dynamics.

EHL's Affective Hospitality Institute (AHI) boosts customer satisfaction and loyalty by fostering better relationships.

It also improves service quality by enhancing workforce resilience and well-being. AHI's innovative research and training programs set a new standard for emotional intelligence and recruitment practices in the industry.

Increasing revenue via customer delight and loyalty

On the demand side, the objective is to boost revenue through the satisfaction and retention of customers:

Enhanced Relationships: true hospitality lies in creating a warm, welcoming environment by anticipating and fulfilling both the stated and underlying needs of guests.
Surpassing Expectations: delighting customers involves going beyond what they expect, providing unexpectedly positive experiences that resonate emotionally.
Cultivating Loyalty: establishing an emotional bond with customers ensures they feel valued and at ease, turning one-time visitors into loyal advocates for the brand.

Enhancing the quality of service is linked to bolstering the resilience and overall happiness of the workforce:

Communication Excellence: emotional intelligence is crucial for effective communication at all levels within an organization, fostering a harmonious work environment.
Resilience Building: in hospitality's high-pressure setting, EI is essential for staff endurance and reducing burnout, ensuring employees can withstand long hours and remain energetic.
Lowering Turnover: addressing the emotional demands of service jobs is key to decreasing high turnover rates. By improving resilience and communication, employees feel more satisfied and connected to their workplace.

Meet the expert

Stefano Borzillo, Associate Professor

Stefano Borzillo is an Associate Professor at EHL Hospitality Business School. He obtained his Ph.D. in Organizational Behavior from the University of Geneva (Switzerland) and was a Visiting Researcher at the Stern School of Business (New York University, U.S.A.).

His areas of expertise are team dynamics, responsible and human-centric leadership, psychological safety in the workplace, processes of learning and knowledge creation in teams, knowledge management, and communities of practice.

Stefano has a long experience in executive training and consulting for large organizations and SMEs in the private and public sectors. He has published his work in renowned academic journals, such as International Journal of Hospitality Management, Cornell Hospitality Quarterly, Tourism Economics, Management Learning, Knowledge Management Research & Practice, and European Management Journal.

The AHI Assessment

EHL's Affective Hospitality Institute has launched an innovative online tool, the EHL Emotional Intelligence Assessment for Hospitality ©, designed to measure emotional intelligence specifically for the hospitality industry.

This assessment evaluates four key emotional skills: recognizing, understanding, and regulating emotions, as well as managing others' emotions. Participants are tested through real-life hospitality scenarios to gauge their emotional responses.

After completing the assessment, they can request detailed reports explaining their scores, either individually or for entire teams. These insights help customize training programs focused on emotionally intelligent management and leadership.

EHL is providing tailored training for all levels, from operational staff to top executives, ensuring your teams excel in emotional intelligence.

université de genève logo

Our Esteemed Partners

Our partnership with the University of Geneva's Swiss Center for Affective Sciences (CISA) amplifies our scientific prowess. The collaboration fosters a synergy that combines the frontiers of affective and behavioral science with EHL's heritage in hospitality excellence.

Invest in the Future of Emotional Intelligence

Join us as we explore the expanding world of human resource technology. At AHI, we're leading the way with scientific, evidence-based solutions designed for the hospitality industry and beyond.

Affective Hospitality Insitute

Stefano borzillo

+41 21 785 19 71 affectivehospitality.institute@ehl.ch

EHL Hospitality Business School

Route de Berne 301
1000 Lausanne 25
Switzerland