EMOTIONAL Intelligence and Job Satisfaction as Determinants of Employee PERFORMANCE

Abstract

In the fast-paced, high-pressure hospitality industry, employees are often expected to multitask and consistently deliver high service standards. These demands can lead to burnout and low job satisfaction, which negatively affect employee performance and overall service quality. This study investigated the extent to which emotional intelligence and job satisfaction determine employee performance in the hospitality sector. Utilizing purposive quota sampling, data were collected from 260 employees across various hospitality establishments. The study revealed that respondents generally exhibited high levels of emotional intelligence and reported very high levels of job satisfaction and employee performance. Statistical analysis confirmed a significant positive relationship between emotional intelligence and employee performance, with both emotional intelligence and job satisfaction serving as strong predictors (P < .05). These findings underscore the critical role of emotional intelligence and job satisfaction in enhancing workforce effectiveness and sustaining high performance in hospitality settings. Furthermore, the study identified concerns regarding working hours and scheduling, suggesting that management review current work structures. Recommendations include implementing flexible shift systems, ensuring fair workload distribution, and offering time management support to improve work-life balance. Overall, the research highlights the strategic value of developing emotional intelligence and promoting job satisfaction to boost employee performance and foster a resilient, productive hospitality workforce.