The Role of Emotional Intelligence in the Hospitality Industry

The hospitality industry has fallen into the subcategory of emotional intelligence as it deals with customer satisfaction. Therefore, the implications of self-awareness, self-regulation, motivation, empathy, and social skills need to be explored from service perspectives. This chapter highlights a “Zone of Tolerance Model” by using psychological measurements, which trigger an understanding of customer behavior and employee service performance in the field of hospitality. In addition, hotel culture, workforce diversity, and employee demographic characteristics have been analyzed to evaluate employee performance and organizational objectives. Findings suggested that the satisfaction level of an employee in the hospitality sector depends on financial and non-financial benefits. In this sense, effective emotional intelligence management is a caveat that bridges the gap between customers and service providers, stemming from dissatisfaction.