What truly sets great hospitality leaders apart? In this insightful conversation, Dr Stefano Borzillo, Associate Professor of Organizational Behavior at EHL Hospitality Business School, explores why human-centric leadership and emotional intelligence have become essential capabilities for today’s hotel leaders. As part of the Hotel General Management Program at EHL, Dr Borzillo explains how leaders can move beyond operational excellence to create environments where people feel seen, heard, and valued — unlocking stronger team engagement and more meaningful guest experiences. Through real-life examples from the hospitality industry, he shows how empathy, active listening, emotional regulation, and social awareness translate directly into better leadership decisions and stronger organizational performance. 💡 Key Takeaways: ✅ Why human-centricity should be a strategic priority for hospitality leaders ✅ The four core emotional intelligence skills every leader must develop ✅ How empathy and active listening strengthen team commitment and performance ✅ Why constructive feedback requires social awareness and timing ✅ How emotional intelligence improves decision-making in complex environments ✅ Why human-centric leadership is a competitive advantage in hospitality ✅ How leaders can turn empathy into measurable impact ✨ A call to action: Hospitality is built on human connection. And leadership starts with understanding people — not just processes. The future of hospitality belongs to leaders who lead with empathy, authenticity, and purpose. 👉 Learn more about the Hotel General Management Program at EHL: https://gs.ehl.edu/hotel-general-management-program ⏱️ Timestamps: 00:00 – Why human-centric leadership matters in hospitality 00:28 – What truly differentiates exceptional leaders 00:50 – Emotional intelligence and leadership effectiveness 01:28 – Real-life examples from hotel management 01:45 – Active listening and empathy in action 02:30 – Giving feedback with social awareness 03:22 – Leading in complexity and constant change 03:46 – From buzzword to leadership blueprint 💬💬💬💬💬 What does human-centric leadership mean in your organization? Share your thoughts in the comments below. 💬💬💬💬💬 🔔🔔🔔🔔🔔 For more leadership insights from EHL Hospitality Business School, like, share & subscribe: https://www.youtube.com/@EHLpublications?sub_confirmation=1 🔔🔔🔔🔔🔔 #EHL #HotelGeneralManagement #HumanCentricLeadership #HospitalityLeadership #EmotionalIntelligence #LeadershipDevelopment #EHLExperience #PeopleFirst