The implementation of emotional intelligence among management teams in 5-star hotels in Malta

Abstract

A leading segment of the island’s tourism industry is that of hoteliers, who welcome tourists from every part of the globe. To the best of their abilities, they strive to accommodate guests with the highest level of service, though this does not come without challenges. After consulting with various hotel managers in Malta, the researcher discussed several issues with them. Some of the topics mentioned were high employee turnover, training and development skills required for both new employees and other long-standing staff members, job satisfaction, and job performance – all of which require the company’s time, money, and expertise. [excerpt]