Emotional intelligence of hotel employees and guest satisfaction of hotels in Davao City

Abstract

This study investigated the emotional intelligence of hotel employees and the guest satisfaction of hotels in Davao City. Emotional Intelligence is an important factor in hospitality industry and it helps people to be a better individual. It is also an essential part of the service quality of the hotel since it brings satisfaction to the guest and organizational success. Improved emotional intelligence and hotel services and other amenities play an important role in determining the guest satisfaction to build a good customer relationship. According to the data, the overall result on the emotional intelligence of hotel employees in Davao City is high and it simply means employees are emotionally intelligent. The overall result on the guest satisfaction of hotels in Davao City is very satisfied which means guests are satisfied with the emotional intelligence of the employees in the hotel. Hence, measuring the emotional intelligence of the employees is an important topic in hospitality industry to improve the quality of service in hotel operation. Keywords: Emotional Intelligence of Hotel Employees and Guest Satisfaction of Hotels in Davao City