Unit 1
The Guest Mind
Understanding how guests think, feel, and decide through behavioral psychology.
Overview
Understanding how guests think, feel, and decide through behavioral psychology.
Modules in this Unit
- The Science of Guest Psychology - Understanding how guests think and feel—and why that matters for every interaction
- Emotional Intelligence in Service - Developing self-awareness and emotional regulation for better guest interactions
- Reading Body Language - Understanding non-verbal cues to better read and respond to guests
- Needs and Motivations - Understanding what guests really want beyond their stated requests
The Science of Guest Psychology
Understanding how guests think and feel—and why that matters for every interaction
The Thinking Guest vs. The Feeling Guest
narration • 15 min
Why Logic Fails in Emotional Moments
narration • 15 min
Reflection: Your Own Irrational Moments
reflection • 10 min
Reading the System
exercise • 15 min
Speaking to the Feeling Mind
narration • 15 min
Translating Guest Responses
exercise • 15 min
Practice: The Sleepless Guest
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration & Action Plan
reflection • 15 min
Emotional Intelligence in Service
Developing self-awareness and emotional regulation for better guest interactions
What is Emotional Intelligence?
narration • 15 min
The Four Domains of EI
narration • 15 min
Reflection: Your Emotional Triggers
reflection • 10 min
Exercise: Identifying Your Warning Signs
exercise • 15 min
Regulation Techniques That Work
narration • 15 min
Practice: The Grounding Reset
exercise • 15 min
Simulation: The Demanding VIP
simulation • 20 min
Knowledge Check
quiz • 10 min
Your Emotional Intelligence Plan
reflection • 15 min
Reading Body Language
Understanding non-verbal cues to better read and respond to guests
The Silent Conversation
narration • 15 min
Reading Facial Expressions
narration • 15 min
Body Posture and Positioning
narration • 15 min
Exercise: Spot the Signals
exercise • 15 min
Clusters and Context
narration • 15 min
Reflection: Your Own Body Language
reflection • 10 min
Simulation: The Unspoken Complaint
simulation • 20 min
Knowledge Check
quiz • 10 min
Integration: Becoming a Better Observer
reflection • 15 min
Needs and Motivations
Understanding what guests really want beyond their stated requests
What They Really Need
narration • 15 min
Core Needs
narration • 15 min
Status and Belonging
narration • 15 min
Control and Certainty
narration • 15 min
Hidden Motivations
exercise • 15 min
Reading Needs in Real Time
narration • 15 min
Practice: Needs Identification
exercise • 15 min
Needs Assessment Simulation
simulation • 20 min
Module Quiz
quiz • 10 min