The Importance of Emotional Proficiency on Organizational Performance in the Hotel Industry

Abstract

The study intends to distinguish the relationship between emotional intelligence (EI) and organizational performance. Emotional intelligence refers to the ability to name and regulate one’s emotions, recognize the emotions of other people and emphasize, and use the abilities to communicate effectively and build healthy relationships with other individuals (Harvard Medical School, 2022). Furthermore, organizational performance is defined as the organization’s “ability to achieve goals in a state of constant change” (Miles, 2022). It consists of financial, employee, and operational performance. The research covers a variety of emotional skills that influence organizational performance. Emotional skills consist of emotional self-awareness, achievement orientation, adaptability, optimism, and emotional self-control. Additionally, the study pursues to investigate accurate self-assessment. For this research, we strive to study the correspondence between EI and organizational performance in the hotel industry. As claimed by an article, “managers have difficulty in expressing emotional intelligence skills, which worsens business performance in the hotel industry” (Strugar Jelača et al, 2022). Hospitality workers are emotional labor workers, and they must display proper emotions to their customers to supply outstanding service. EI helps employees regulate their emotions, demonstrates them appropriately, and assists hospitality workers to grant outstanding service (Miao et al, 2021). To analyze the claim, the questionnaire is given to hotel employees in Kuwait which examines their emotional proficiency and organizational performance through a five-point Likert scale presenting their weakest and strongest areas. The results are analyzed through Jamovi and Smart PLS 4 which provided us with reliability statistics, inspection of the demographics, correlation matrix, and linear regression. As researchers, we believe that the emotional intelligence is greatly associated with organizational performance.

Keywords: emotional intelligence; emotional skills; organizational performance; hotel industry; Kuwait

DOI: 10.7176/EJBM/15-5-07

Publication date: February 28^th 2023