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Meet Dr. John Avella
Dr. Avella is a pioneering leader in the world of EQ (emotional quotient). His background includes 45 years of human resource development and operations experience in the hospitality industry. He has been Vice President of Human Resources for Marriott Corporation, The Rainbow Room and Windows on the World.
He was also the Human Resource Director at the 2002 Olympics for all food service facilities. He worked for the Cleveland Browns Stadium to open their upscale food facilities in 1999 and has been the Director of Human Resources for the US Tennis Open food facilities.
Experience
Dr. Avella’s research focuses on the application of Emotional Intelligence to Guest service training. He has spoken nationally and internationally about the application of Emotional Intelligence to Customer loyalty and leadership. John is also a Master Trainer for the EQi 2.0 and 360, the most validated assessment instrument that measures Emotional Intelligence skills. He has coached senior executives from many national and international organizations.
Speaking Engagements & Presentations
Dr. Avella has spoken nationally and internationally about the application of Emotional Intelligence to Customer loyalty and leadership.
Past Presentations:
Research paper accepted (peer reviewed) for International Conference on Consumer Behavior in Tourism Industry titled “Testing a Training Process to Increase Emotional Functioning of Restaurant Customer Service Providers to Promote Customer Loyalty,” December 2017, Brunick Italy.
Presented research paper on “Moderating Emotional Labor/Dissonance” International Conference on Emotional Intelligence, Toronto, Canada, June 2009.
Workshop: “Emotional Competence and Customer Loyalty,” International Conference on Emotional Intelligence, London, England, June 2007.
Presented research paper: “Application of Social and Emotional Intelligence to Customer Service Training” at Columbia University for International Conference on Social and Emotional Intelligence, 2004
Research paper accepted (peer reviewed) and presented for International conference on Sustainability in Cremini, Italy titled “A Strategic Program to Train the Next Generation of Sustainable Hospitality Managers,” June 2016.
Research paper accepted for presentation and presented at International Ecotourism Society meeting in Tampa, Fla 2015.
April 2011: Tourism Consultant- Anhui Province, China – Selected by Provincial Government of Anhui Province, China to visit and consult on Tourism sites in Anhui Province. Conducted site visits, met with Tourism companies and government officials with marketing and management recommendations. Conducted workshops on “Developing Team Effectiveness” and “Developing People-Centered Management”
Presented research paper on “Emotional Functioning and Staff Customer Loyalty” at the International Conference on Emotional Intelligence, Chicago, Illinois, June 2008.
Workshop: “Connecting to the Customer to create Loyalty”, International Conference on Emotional Intelligence, Vancouver, Canada, Sept 2006.
Presented research paper on cutting-edge training process: “Teaching Customer Service People to be Emotionally Competent to Develop Customer Loyalty” at the World-Wide Summit on Emotional Intelligence, Zuiderduin, Holland, June 2005.
Dr. Avella has helped corporate clients such as
