The Impact Of Emotional Intelligence On Employee Performance: A Study Of Hilton Hotel Essay.

Prepare a Study on emotional intelligence and its effect on employee performance. A study on Hilton hotel chain.

The Significance of Emotional Intelligence in Employee Performance

Emotional intelligence and job satisfaction are two aspects of high interest in the current working atmosphere. They deal as a competitive boundary in the organizational and personal life. But, there are certain studies, which explore the factors affecting these aspects. In this way, it is assessed that emotional intelligence is defined as the competencies of identifying and controlling the emotions of oneself and that of the others. Along with this, employee’s satisfaction is illustrated as the affective reaction of workforces towards their job in terms of how the extent it satisfies their expected results. The emotions are individual’s trigger into one’s professional and personal life (Joseph, et. al., 2015). Therefore, the aspect of emotional intelligence is becoming very essential.  

Time pressure is another stressor that could cause anger and frustration. It is becoming customary in current times that an individual stays longer at their job to address the solution for the existing concern that happened with the guest. For this reason, employees transfer the unfavorable emotions with regards to their children and go to sleep for few hours to go again to the work in which the annoyance is rising each day (Martin-Raugh, Kell, and Motowidlo, 2016).  

It is stated that there is a positive relationship between emotional intelligence and job satisfaction. Moreover, employees who have higher emotional intelligence will engage easier with regards to customers as compared to workforces with the lower EI. Moreover, emotionally intelligent workforces may control their anger and another unfavorable feeling in time of essential decision. For instance, a manager is angry and frustrated with one guest however this does not affect their rational judgment in the negotiation procedure. The awareness regarding the significance of EI in the hospitality industry provides benefits to managers and employees as EI is an effective skill that could be easily learned (Jauhari, and Bharwani, 2017).    

Employee’s performance is the basis of attaining the goal of the company. There are certain factors, which could influence the performance of employee however the emotion of workforces seems to be a critical factor. Therefore, the impact of emotional intelligence on the performance of employees has itself expressed significance. It also seeks to develop whether any significant association exists amid dependent variable i.e. employees performance and independent variable i.e. emotional intelligence. The key role of academic investigation is to extend the knowledge of the frontier. It would lead to further research by other scholars on the dimension of this variable, hence forming a basis for reference in the upcoming times (Akhtar, et. al., 2015).

The key aim of this research is to assess the association between emotional intelligence and job satisfaction. Following objectives would be used to complete the main aim of this investigation:

RO1: To explore the conceptual understanding regarding the emotional intelligence and employee performance: A case study of Hilton hotel, Myanmar

RO2: To identify the relationship between emotional intelligence and employee’s performance: A case study of Hilton hotel, Myanmar  

RO3: To assess the strategies to improve the employee’s performance through emotional intelligence: A case study of Hilton hotel, Myanmar

Rationale of Research

Concepts – Definitions, theories, and models of Emotional Intelligence 

According to Lu and Kuo (2016), Emotional intelligence entails the competency to comprehend and manage the emotions. It is the competency to perceive the emotions, to access and creates emotions in order to assist thought, to comprehend the emotions and emotional awareness and to thoughtfully regulate the emotions in order to promote the intellectual and emotional growth.

In support of this, Walsh Chang and Tse (2015), this model relies on different categories where each emotion is related to emotional competencies. Emotional competencies are learned competencies that should be worked on and could be developed for attaining the outstanding performance.

In the view of Allameh et al. (2015) illustrated that the competencies to apprehend and identify the personal drives, moods and emotions and their effects on others is known as self-awareness. There are different factors of self-awareness such as realistic, self-confidence, self-deprecating sense of humor, and realistic self-assessment. Moreover, self-awareness relied on the ability of a person to monitor the own emotion of an individual and to correctly address and the name of one’s emotions.

In contrast to this, Luthans Youssef and Avolio (2015) discussed that the competency to control and redirect the disturbing urge and moods and the tendency to suspend the judgment and to think before the action is known as self-regulation. It involves comfort, ambiguity, trustworthiness and openness to transformation.

Spano-Szekely et al. (2016) explained that Proficiency to manage the relationships, developing networks and the competency to address common ground and develops rapport. Moreover, social skills involve the effectiveness in leading persuasiveness, leading teams, and expertise development.  

On the other side, Loveland et al. (2016) opined that empathy is competency to comprehend the emotional framework of other individuals. A skill to treat an individual as per their emotional reactions is known as empathy. Moreover, empathy in Hilton hotel involves expertise in building, retaining talent, cross-cultural sensitivity, and services to clients, and customers. In the Hilton hotel context, empathy is thought that is involved to lead the employees and avoid the negative emotions and experience of guests. Empathy could be practiced for cruel behavior and compassionate. There are different serial killers who marry and kill different partners in a row and tend to have great emphatic skills.

In the Hilton hotel, employees expect the external rewards as it is a key internal cause to stay at a longer period. For instance, the inner vision of employees, joy in performing something, curiosity in learning, and flow of deep activity (Jung, and Yoon, 2014).

Petrides et al. (2016) evaluated that job satisfaction is a measure of contentedness of employees with their job such as whether or not they like their job or individual concept or facets of jobs like work nature and supervision. Moreover, employee’s satisfaction is the extent to which the workforces are glad and satisfied with their job and working atmosphere.

Bande et al. (2015) demonstrated that Frederick Herzberg’s two-factor theory attempts to describe the satisfaction and motivation at the workplace. Moreover, Frederick Irving Herzberg has developed a motivational theory for an organization that contains two separates categories. The first contains different hygiene factor that might generate a higher level of dissatisfaction if they are negative or lacking. In this way, a certain factor is a pay, working condition, status, pay, benefits, job stability, and organizational culture. If these factors are favorable and adequate then, it may create a state of neutrality.

Aim and Objectives

On the other side, Han Bonn and Cho (2016) depicted that motivational factors of Herzberg involve personal growth, attainment, recognition, and personal investment. As per this theory, these factors could stimulate the workforces for performing better at a higher extent. Herzberg stated that a corporation should entail both motivational and hygiene factors. For instance, a manager might wish to pay their employees market wages and praise their job performance informally and formally.

Suifan Abdallah and Sweis (2015) described that employees who have higher emotional intelligence, they will get higher job satisfaction. Because employees that have higher EI (emotional intelligence), are capable to make strategies to conquer the stress situations. In contrast to this, employees who have less emotional intelligence could not survive in a stressful environment. It is also observed that when an employee with higher emotional intelligence would lead any group then, he/she could encourage the other employee’s emotions in such a way that, they would improve their personal morale along with their colleague’s morale.

On the other side, Sharma Dhar and Tyagi (2016) evaluated that emotional intelligence plays a vital role in the Hilton hotel to navigate the employees to deal with the social complexities within an organization. It could lead and encourage others and improves their career. Hilton hotel uses emotional intelligence in terms of measuring the job candidates as it is imperative as technical competency and also requires EQ testing before recruiting.   

In contrast to this, Cho et al. (2016) stated that uncontrolled stress could affect mental health, making exposed to anxiety along with depression. When employees are unable to comprehend and manage the emotions then, they would be open to swinging moods. Furthermore, the inability to develop strong liaison can leave the lonely and isolated feeling.

In the view of Saeed et al. (2014), employees would be competent to demonstrate how an employee feel and comprehend how others are reacting. It permits the employees to interact more significantly and creates stronger liaisons both at personal and working life.

EI in the Hospitality industry 

Lee and Ok (2015) asserted that Emotional intelligence plays a vital role in the hospitality industry. The previous investigation depicts that culture shapes the personality of individual and behavior towards their job. It is assessed that workforces tend to develop different perception regarding the nationalities of customers. Moreover, nationality not only exerts the strongest impact on the experience of customers in service communication but also demonstrates certain stereotypes. In a study, it is examined that culture influences the business activities and emotional intelligence of an individual.   

In contrast to this, Shani et al. (2014) evaluated that the Hospitality industry suffers from high employee’s turnover. It reveals certain causes regarding why hospitality managers leave the hotel. In this way, stress and pay are linked to turnover, and benefits are related to favorable results. It can be recommended that workforces show more appreciation for their workforces. Managers should emphasize on support, rewards, and creating expectations identified. Job satisfaction is imperative for this research as it involves the comprehensive categories that address job satisfaction of service workforces like hospitality employees. It also has fewer items as compared to emotional intelligence; however, it is more feasible for a corporation that allows workforces to contribute during work hours.

Literature Review

In support to this, Tahir and Monil (2015) opined that emotional intelligence aids the workforces to gain their emotional self-awareness, increase tolerance, emotional expression, increase integrity and trust, creativity, and enhances relation within and across the company and thereby gain the performance of each workforce and the company as a whole. In addition, emotional intelligence is one of the key characteristics that provide an opportunity for a strategic leader in an organization.

Hilton hotel is established in 1919 by Conrad Hilton. This is an American multinational organization in the hospitality sector that deals with a wider range of resorts and hotels. At present, this hotel chain is directed by Christopher J. Nassetta. Hilton hotel of Myanmar is selected for this topic as it focuses on emotional intelligence to improve the employee’s performance. Hilton employed emotional intelligence in its leadership training of customer service. The human touch makes better managers to a leader, makes products to employees and technology more relevant (Lee and Chelladurai, 2018).

Emotional intelligence is the competency to observe emotions, combine emotions to provide feelings, comprehend emotions and to control emotions for endorsing the personal growth of employees. In the Hilton hotel, emotional intelligence correlates with and in some way predicts job satisfaction between employees in a certain situation (Karatepe, et. al., 2014). For example, there is a favorable correlation amid emotional intelligence and job satisfaction between hospitality employees. They maintain that the significance of emotional intelligence could not be uncertain in the lives of employees with regards to job satisfaction. In the Hilton hotel, emotional intelligence aids one’s to comprehend and manage emotions, hence, helping employees to take control of their performance (Khalili, 2017).

In this dissertation, Mix research design would be chosen to obtain the aim and objectives of research as this research design consists features of both types of research design that are qualitative and quantitative. Qualitative research design practices by the researcher to describe the relationship between emotional intelligence and employee’s performance. Furthermore, research scholar uses quantitative research design for collecting the responses of research candidates (Guy, and Lee, 2015). Research scholar would use mix research design to decline the hurdles and issues of research that arise during the investigation. Since, mix research design relies on the non-numerical concepts along with achieving the practical knowledge regarding effects of emotional intelligence on employee performance in Hilton hotel chain. Consequently, this research design is feasible to assess the relationship between emotional intelligence and its effects on employee performance (Karimi, 2014).

Both data collection method that is primary and secondary data collection method is chosen by the research scholar in this dissertation because it is relevant for evaluating the effects of emotional intelligence on employee performance in the Hilton hotel chain. Survey through questionnaire method is used by the research scholar to gather the primary data from research participants. This data collection method is more time taking although it delivers valid and appropriate information. Beside this, secondary data provides depth knowledge regarding the research study in minimum time and cost. This data is gathered from the literature review (Babakus, Yavas, and Karatepe, 2017).  

Concepts - Definitions, Theories, and Models of Emotional Intelligence

In this dissertation, research scholar would prefer a probability sampling method to select the research candidates for performing the survey. It also assists the researcher to achieve the knowledge towards the research dilemma. In this method, a simple random sampling technique is utilized by the research scholar because it offers similar opportunities for every research participant to give their responses in the investigation. Under this, samples are randomly selected from the research candidates (Karimi, 2014).

In this research study, 50 employees are chosen as a sample size from the Hilton hotel at the different geographical location of Myanmar. A confirmation letter will be sent by the research scholar through emails to every employee for taking their approval of their participation in the investigation. Afterward, the questionnaire provided by the researcher to the research candidates through e-mail. All research participants gave their response to research scholar within the allocated time. It facilitates the investigator to obtain more appropriate and trustworthy outcome of the research (Guy, and Lee, 2015). 

Research scholar would utilize various types of research instruments like survey through a questionnaire, to evaluate the reliability because the topic of research is quantitatively based. For accessing the quality in the non-statistical investigation, reliability is practiced.

Validity plays an imperative role in the research study as it assists the research scholar to appropriately identify the various concept in the quantitative investigation. In the context of this research, a scholar would conduct the survey to determine the merits and demerits of emotional intelligence in the business sector. Further, primary information is supported by using literature review because it will assist the researcher to develop the validity of investigation (Karatepe, et. al., 2014).

Data analysis is essential in the research methodology section as it enables the research scholar to discover a valid and trustworthy outcome. After gathering the data, research scholar would evaluate the accumulated data by utilizing a statistical analysis technique. MS-Excel program used by the investigator for statistical analysis because, this is a prominent tool to construe the data in a relevant way. In addition to this, this technique is practiced by the investigator to demonstrate various graphs like the column chart, bar diagram and pie chart (Shani, et al., 2014). These chart and graphs support the researcher to effectively gain knowledge regarding data of research. There is a different type of study that could be done by the researcher like standard deviation (sd), mean (x), special z-test and multiple correlations for significance and Pearson product movement correlation(r). At the 0.5 level of significance, the statistical decision would be attained in this research (Karatepe, et. al., 2014).

It is found that there is a different factor of emotional intelligence like self-management, social awareness, relationship management, and self-awareness. It is also analyzed that these factors are correlated with the performance of employees such as supervisors, HR (human resource) manager, managers of company and psychologists. When the relationship between emotional intelligence and its components would be positive then the performance of employees would increase (Lee and Chelladurai, 2018).

Mixed Model of Emotional Intelligence

Conclusions

Overall conclusions can be drawn from your literature review and methodology

From the above discussion, it can be concluded that emotional intelligence plays an imperative role in job satisfaction. The mixed model uses in emotional intelligence to improve the performance of employees. There is a different element of a mixed model that could be used in emotional intelligence such as self-awareness, self-regulation, social skills, empathy, and internal motivation. It can be summarized that Frederick Herzberg’s two-factor theory is used to understand the performance of employees such as motivational and hygiene factors. It is found that there is a positive correlation between emotional intelligence and the employee’s performance.

It can be recommended academics should use more than one hotel to understand the impact of emotional intelligence on employee’s performance in the future. It would aid to comprehend the research issue in depth. It can be also suggested that Hilton hotel should improve emotional intelligence in order to enhance the performance of their employees and provides them with a higher extent of job satisfaction. It can be also recommended that the hospitality industry should adopt the emotional intelligence in their business process as it would aid to the growth of industry (Sharma, Dhar, and Tyagi, 2016).

In this study, there are different weaknesses of research such as small sample size, lack of resources and time taking activities. These weaknesses could be avoided by using effective Gantt chart in the future.

This study has different limitations that could be potential research topics. Furthermore, certain characteristics of the hotels might have affected the findings like a source of funding. Whether they had international and local funding may have influenced their organizational culture, that may turn could affect the leadership styles. Along with this, the survey was completed in the month of March-April, a very busy season for tourism in Myanmar, with high-stress levels for managers and high workloads for subordinates. In addition, the demographic factor may influence the result. There are most of the respondents who were young with job terms under 3 years. Along with this, there may have been self-selection partiality between subordinates who employed in this study since participation was intended (Lee and Chelladurai, 2018).

The findings of this study will focus on the impact of emotional intelligence on employee’s performance in Hilton hotel. There is an issue regarding the generalizability of these findings to other hospitality companies such as three or four-star hotels or 5-star hotels. For instance, would a 5-star hotel with a history of business complexities produce similar outcomes? In this way, an emotional intelligence plays important role in improving the performance of employees. Furthermore, future field studies can identify this issue (Shani, et al., 2014).  

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Self-awareness

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