Table of Contents INTRODUCTION...........................................................................................................................1 MAIN BODY..................................................................................................................................1 Background of the hotel...............................................................................................................1 Models of emotional intelligence................................................................................................4 Application of emotional intelligence model..............................................................................7 Critical evaluation and application of model.............................................................................10 Recommendations and plan.......................................................................................................13 CONCLUSION..............................................................................................................................16 REFERENCES..............................................................................................................................17
INTRODUCTION Emotional intelligence is an ability of understanding, using as well as managing own emotions in an effective and positive manner (MacCann and et.al., 2020). This ability helps people in relieving stress, becoming concentrated or focused towards work, communicating effectively with others and overcoming challenges.This present study is based on Hilton hotel that is a global brand of full service hotel and resorts. It was founded by Conrad Hilton in the year of 1919.This present study is going to discuss effectiveness of emotional intelligence and making environment of emotional intelligence where people or employees of all stages can share their feelings, emotions and can communicate with each others in an effective manner. Due to Covid-19, hotels of UK got affected the most in negative manner and employees are striving hard for getting employment opportunities. It will also show importance as why employees are required to share their feelings and emotional with each others as it relieves stress at workplace and make them concentrated on their work. Making an environment of emotional intelligence is vital for accomplishing goals and having positive outcomes on performance of company after Covid-19. Further, it will discuss effectiveness of models of emotional intelligence such as: ability model golemans model and trait model. All these model Shows Company about ways of creating an environment of emotional intelligence. Analysis of application of appropriate emotionalintelligencemodelalsomakescompanyabletoknowaboutadvantagesand disadvantages and by analysing they can know overall effectiveness as whether selected model can help in developing an effective environment or not. An environment where people can communicate, share their views and relieve stress has several advantages for both company and employees as it improves overall productivity of the company, improves image, increase performance of employees and satisfy customers. Lastly, it will recommend some ways by comparing difference in behaviours of employee at the time of Covid and post covid situation for improving core values. MAIN BODY Background of the hotel Hilton hotel is an American multinational hospitality company that provides services worldwide. In regards to Hilton hotel of the UK it can be said that it is well known and famous for its 1
qualitative room services. It maximizes sales by offering extra services such as: family fun packages, breakfast and bed as well as conference facilities. When guests get all these extra services then it makes them feel valued and increase experience.Covid 19 affected hotel chain to the great extent as due to fear of spread of covid -19 and getting affected from it, guests do not prefer to visit hotels that lower sales and also increases unemployment rate.Workers are also facing several problems due to this so; this hotel of the UK decided to create an environment with emotional intelligence for improving overall values and continuing work without getting affected. Detailed information of this hotel includes: Aim:It wants to make profit and increase customers experience by selling varieties of qualitative services (TheHilton Hotel, 2018). Objective:Itwantstobecomehighlyresponsibletoitsallstakeholdersandincreasing sustainability by reducing environmental impacts of products that it sells or produces. Purpose:It wants to become the most hospitable company in the UK by creating heartfelt for guests and team members. Leadership styles:Hilton hotel believes that leader and manager are main 2 pillars of its success along with skilled workforces. A leader is the one who motivates guides and support employees in their functions and make them able to increase performance. Leader of Hilton hotel UK plays a vital role in making it successful and supporting it in taking competitive advantages. Some styles used by leader of this hotel are the main key of its success. It is found that it mainly focuses on democratic leadership style. As per thedemocratic leadership, leader of this hotel provide opportunity to all employees of different level and cultures to take participation in decision making process. This method of style involves the manager and all employees counting in the result creation method. However, manager takes the final decision by considering views and suggestions of all employees. It makes employees feel valued when manager or leader respect their views and consider them while making decisions. It increases loyalty and trust among them towards company and valued employees are more likely to support hotel in accomplishing their goals. By providing decisive leadership on main issues, this hotel tries to find limit the amount of poor right decisions being made. So, overall it can be said that democratic leadership is beneficial for both employers and employees. It makes employees feel valued and it increases overall productivity and improved 2
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decision of hotel (Leadership Style of Managers in Five Star Hotels and its Relationship with Employee's Job Satisfaction, 2019). Operations:It is highly experienced hotel professional with extensive financial, commercial as well as operational management skills. There is several effectiveness of this hotel and all these things differ it than others. In regards to this it is found that it provides down filled standard pillows along with option of polyester. By providing soft and firm pillows it also allows for natural air circulation. So it can be said that services provided by it does not only satisfy customers but also beneficial for environment. Due to lockdown and covid-19 staff members reduced schedules or are furloughed for round 90 days. It affected its sales and overall economy of the country to the great extent. Hospitality is one of the main key of economy and due to this current situation, it increased unemployment rate and also decreased economy. It has numbers of employees and by providing perks, working environment, benefits like rewards and others it tries to retain them with it for the long run as it believes that increased staff retention can improve image of it. But its ability to adapt changes and continuing working without getting affected did not affected it in this crisis. It is also found that at this time or covid-19, partners of this came in front with open kitchens in the UK with safety and fulfilling all guidelines of Covid-19. It helped people in having food. It makes this hotel able to provide around 50, 000 more free meals a month to those who were in need and instead of throwing food, it gave food to people in this time and improved image in the eyes of people (Covid 19 Response: How Hilton Hotel are Supporting Our Communities around the World, 2020). Competiveness:Three are several hotels in the UK that also sell qualitative food and rooms services and it is increasing competition for this. But one of the main key and strategy of this hotel is it provides extra services with basic rooms and food services. It focuses on satisfying needs of all age group and different background of people. This skill and ability makes it able to being in the competition and also becoming the market leader. Innovation and creativity in products and services is other main strategy or ability of this hotel that can makes it able to take competitive advantages. Another main key of competitive strategy is marketing as it focuses on digital marketing as it allows people to book their rooms online and they do not require visiting hotels for booking rooms and they can also take all information via websites and phone. It provides 24*7 customers services. Increasing competition from other hotels such as: Marriott, IHG and Holiday Inn etc. So, it is important for this hotel to develop other strategies and making 3
an environment with emotional intelligence by which employees can share their feelings and can work after this covid-19 without having fear and with their potential. Models of emotional intelligence Ability model:There are some ability models of emotional intelligence that can help companies in understanding requirements and emotions of people or their employees. By making use of appropriate and effective model, employer of Hilton hotel can make their environment with emotional intelligence. Ability model of emotional intelligence is to be considered a new intelligence as well as confined to the standard for all new intelligence. As per this model, employers find easier in understanding emotions of their employees at workplace, integrating emotions to facilitate thoughts, perceiving emotions and regulating emotions for promoting personal growth. As per this model of ability there are 4 types of ability related to emotional intelligence such as: Emotional perception:For perception of emotions, employers require having an ability to understand facial expression, body language, voices and pictures. It is also important of having an ability to recognize as well as understand own emotions. It can help Hilton hotel in making an environment of emotional intelligence and solving people’s problems that they are facing due to this Covid-19 and lockdown (Mayer, Caruso and Salovey, 2016). Use of emotion:It is the second activity of activity model of emotional intelligence in which employers require having an ability of using emotions in an effective manner for achieving desired outcomes. At the time of thinking and problem solving, this ability plays a vital role as by using emotions in an effective manner, employers can solve problems and take better decisions that can be beneficial for both employees and employers. Understanding emotion:There are several people who have an ability to recognize basic facial expressions but there are only few people who can predictably recognize and can understand emotion language. Understanding behaviours of employees can give several advantages to Hilton hotel of UK as it can makes their employees able to work accordingly without getting affected negatively. Managing emotions:For better emotional intelligence there is requirement of managing emotions along with understanding emotions. By having this ability, employers can know that howmanyemployeesarestrugglingattheirjobandby identifyingtheiremotionsand 4
behaviours, employers can identify better ways of solving that if they have this ability of managing emotions. Trait model:Trait model of emotional intelligence was developed byKonstantinos V. Petrides and it compasses behavioural disposition as well as self perceived abilities that can be measured through self respect. This model is being developed for understanding individuals’ personality. Personality characteristics can be measured in an effective manner and on the basis of evaluation andmeasurement,employerscandevelopaneffectiveenvironmentofhavingemotional intelligence (Robinson, Hull and Petrides, 2020). As per this model, there is requirement for employers of having an ability of understanding some traits of employees such as: flexibility, emotion expression, assertiveness, self motivation, self esteem, trait empathy, trait optimism and others. By evaluating and knowing all these traits of employees, employers can measure their effectiveness and can know reason and areas as where they are lacking behind. It is a general interpretative model of emotional intelligence and it has several benefits such as it offers direct route, provides comprehensive coverage of trait EI and also has superior predictive validity. For making an effective environment, there is requirement of having all these qualities in any model of emotional intelligence (Piqueras and et.al., 2019). All these advantages can help employers of this hotel in better measuring effectiveness of employers and understanding their behaviours on this entire basis. As per this model emotional intelligence is ability and not a trait. Trait emotional intelligence can be replaced with emotional self efficacy and it can be regarded as dispositions that can distinguish it from abilities. Traits are different than abilities and by making use of both trait and ability model of emotion al intelligence, leader or Arcadia group can accomplish its pre-determined goals, vision and aim. This model can also allow employers in providing training and making use of appropriate strategies for improving all discussed traits among employees. By developing these traits, employees can also makes themselves focused and motivated towards increasing performance. So, it can be said that this is one of the effective model of EI that can make Hilton hotel able to understand behaviours of employees and satisfying their needs accordingly. Goleman s model:Emotional intelligence can be defined as combination of several skills and competencies as per this model. Main capabilities and skills as per this model include: social awareness, self-awareness, motivation, and empathy and relationship management. All these skills play a vital role in increasing emotional intelligence and making workplace with emotional 5
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intelligence. ON the basis of these main skills, Goleman developed some others sub skills that overall and altogether can help people in becoming successful at workplace and expressing their feelings at workplace in an effective manner. Some sub skills are: emotional self control,positive outlook, influence, team work, achievement orientation and others. Employees with all these skills can help themselves and others in living an effective and qualitative life at workplace. It can be linked with the current situation of Covid-19. After lockdown and corona virus, employees require having employers that can understand their feelings. It can make them feel valued and motivated. Motivated and valued employees are more likely to stay with the company and become loyal towards the company and help them out in accomplishing their goals (Livesey, 2017). It is stated that Hilton hotel and hospitality sector affected the most by this corona virus and lockdown and now for making an effective position in the market they require having employees with all these skills. It can also be said that emotional intelligence plays a vital role in influencing customers’ relation with the company. If Hilton hotel makes use of all these skills, defined by this model, then it can improve relation with customers and can increase customers’ retention rate. Leaders with high emotional intelligence are able to understand their own feelings and people around them. It is important for leader of Hilton of having empathy, motivation, self control and other skills as by having all these skills they can understand that what their employees are feeling at workplace. This ability of understanding human behaviour and feeling can make them able to motivate employees and making use of leadership style accordingly. It can make employees feel valued at workplace and when leaders understand feelings of their employees without even expressing by employees then they can take actions accordingly and employees also retain with the company. It can be said that leaders who have all these skills, stays with their followers in their tough time and at the time of stress or work load rather than shouting on them. This ability allows them in solving critical problems in an effective manner and making their company successful. So, overall it can be said that Golemans model of emotional intelligence is one of the effective models that can help Hilton hotel in making effective position in the market and making environment of emotional intelligence (Dhani and Sharma, 2016). 6
Application of emotional intelligence model Importance of EI in workplace:Emotional intelligence or an ability of understanding own emotions and emotions of others at workplace have several advantages. By applying Golemans model of emotional intelligence that describes several skills that a leader should posses Hilton hotel can accomplish its goals because it: Help in better decision making:Leaders and people with high emotional intelligence as per the Goleman model have self awareness and motivation skills. With these skills leaders and employees can understand their own strengths as well as weaknesses. People with self awareness are more likely to handle and learn from constructive criticism than one who is not. It helps them out in understanding other emotions and ways of motivating them. Motivated employees are more likely to focus on their work at workplace that reduces errors and they also help company in taking better decisions by providing better suggestions with tension free mind (Arora, 2017 Riggio, 2020). Resolves conflicts:It is already stated that leaders with high emotional intelligence tries to understand feelings of employees and rather shouting on them on their errors, they support employees in completing their works. Conflicts occur at workplace between employees due to stress, work load, some personal problems, lack of focus and miscommunication. But leaders and employers with this ability of understanding feelings of others and empathy makes them able to identify reasons. By identifying reasons of conflicts and negative behaviours of employees at workplace, leaders take better actions that can makes employees feel valued at workplace. By understanding feelings and reasons, employers and leaders can take better decision and ways of solving conflicts and providing better solutions. Improves communication:As per the Golemain model of emotional intelligence, people have motivation, empathy, self control, team working and other skills. So, by having all these skills and abilities, employers and employees at workplace can work in a team effectively. When people work in a team with having empathy skills are more likely to communicate and interact with each others. It improves their relations at workplace and employees are more likely to heal each others. Employees with empathy and better team working skills help others in improving their performance and reducing errors (Importance of Emotional Intelligence at Work, 2015). For that they communicate with each others as per their convenience and tries to understand feelings. 7
It reduces miscommunication and hence reduces conflicts among them and make working environment effective. Increases customers’ experiences: When people have abilities of understanding others then it makes people feel valued. By expressing their feelings with others at workplace in an effective manner, employees feel comfortable and valued at workplace. It is stated that expressive feelings makes a person strong and calm. So, with this feeling, employees focus on their work that improves their performance and recues errors. Lack of errors and improved performances leads to qualitative work. By delivering qualitative products and services to customers, company can attract customers to the great extent and when customers give positive feedbacks on the basis of quality of products then it boosts confidence of employees and pleased them (Varshney and Varshney, 2020). This feeling at workplace is beneficial for both employees and employers as employees can get promotional and other opportunities and employers can increase sales and improve image in the market. So, on the basis of above discussed benefits it can be said that Hilton hotel can regain its image in the market and can have skilled workforces at workplace. It can also better understand needs of employees in this current corona virus situation and can help them out accordingly. Relation between EI and business advantages Emotional intelligence helps companies in accomplishing their goals and making company successful. There is a link between emotional intelligence or abilities of people of understanding their own emotions and emotions of others with business advantages. Some reasons that shows link between EI and business advantages include: Common vision: Employees spend their lot of time at work and at the time of work load and because of some personal problems, they become frustrated and irritated. They face problems like anger, nervous crisis and lack of empathy. Due to this, employees also face problems in understanding vision of the company and due to this they cannot help company in accomplishing goals. In this situation, emotional intelligence plays a vital role as by having all skills and ability of understanding emotions demonstrate consistent behaviour to this change of emotions. It also makes leaders and employees able to communicate positively with others at workplace. This ability only can make employers and employees able to develop a common vision for team members because positive attitude only leads to positive behaviours and understanding at workplace (Oriarewo, Ofobruku and Tor, 2019). 8
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Improves communication: In regards to business advantages and success it can be said that communication is the main key. When employees communicate with each others in an effective mannerthenitreducesmiscommunicationandreducesconflictsthatmakesworking environment effective. By having an effective working environment with no conflicts, Hilton hotel can attract skilled workforce. But for making this environment there is requirement of having some abilities among employees. People with high emotional intelligence as per the Goleman model, are able to express them in an effective manner rather feeling shy in expressing feelings and talking with managers and employers. With this ability of expressing feelings, employees earn respect from others and create an effective communication network between them. This ability of expressing feelings keeps them calm at workplace and at the time of work load and critical situation they take better decision and solve problems by taking with each other’s So, it can be said that there is a link between emotional intelligence and effective communication as well as business advantages (Riggio, 2020). Change: It is one of the other elements of business success. Business environment is made up of 2 factors such as internal and external. These factors changes any time. These factors include: political, customers needs, economic, technological, environmental and others. Changes in any factor can affect company’s performance in critical manner and sometimes these changes affect overall productivity of the company in a negative manner to the great extent. One of the best examples of changes is climate change or Corona Virus that affect Hilton hotel the most. But companies and hotels can continue their work without getting affected in a negative manner and it is possible when employees at workplace have an ability to adapt changes or flexibility. It can come with emotional intelligence. By implementing or applying Golemans model, employees can increase their skills of self motivation, empathy, self motivation and others. Self motivation leads to flexibility. A person who wants to be professional at work has to be open to change as well as innovation (Advantages of Emotional Intelligence in Business Life, 2020). Employees and leaders with high emotional intelligence and self motivation can manage stress, concern and anxiety at workplace and are also more likely to adapt changes without getting affected. So, it can be said that emotional intelligence makes people flexible and they also become able to progress more easily and confidently. 9
Critical evaluation and application of model Among all discussed models, one of the best and effective models is Goleman model of emotional intelligence. There are several reasons of selecting this model and applying this at workplace of Hilton hotel. For applying Daniel Goleman model of emotional intelligence there is requirement of understanding 5 main elements that are: self awareness, self regulation, empathy, internal motivation and social skills. As per the self regulation and self awareness, people understand thatwhat other people think, feel along with reason and it helps them out in improvingrelationandalsoprotectthemagainstmakingmistakes.Aspertheinternal motivation, Goleman believes that for accomplishing goals and making en effective working environment people require having a passion for what they work (Lone and Lone, 2018). Rewards and other perks motivate employees temporary but passion is the main key that motivates employees towards accomplishing goals and focus on continuous development. It also helps employees in making better decision, solving problems and working under pressure. So, it can be said that with having all these skills, Hilton hotel of the UK can implement this model at its workplace in an effective manner. Effectiveness of Goleman model over other models:There are mainly 3 models of emotional intelligence such as: Trait, ability and Goleman. Inability model, people are requiring having an ability to understand non verbal signs such as body language, facial expression of employees. It is all related to understand emotions that can promote thinking and cognitive activity. Managing emotions and responding to them is an ability of emotional intelligence. On the other hand, as per theGoleman theoryor model of emotional intelligence, people require having 5 main skills and there is no requirement of understanding feelings and behaviours of others with facial expression. As with having empathy, self motivation and team work abilities, employees can understand behaviours of others by talking and communicating with others (Edelman and van Knippenberg, 2018). It improves their relation. Intrait and ability modelof emotional intelligence, only few employees can understand feelings of others with facial expression and other non verbal signs. It can take too much time for companies to implement this and make employees able to develop this ability and implementing it at workplace in successful manner. In ability and trait models, people try to manage emotions rather understanding and accepting them. In Goleman model of emotional intelligence, people can understand that what people are feeling at workplace, how they are behaving along with reasons as what they are behaving like this. So, 10
overall it can be said that Goleman model of EI is effective than others because it makes people able to analyse other people in a detailed manner and makes them feel valued at workplace and help company in accomplishing their goals. Pros and cons of all models Advantages of Goleman model Creates positive workplace:When employees and people at workplace have all 5 abilities like self regulation, self awareness, motivation and awareness then theyare more likely to understand behaviours and reasons of people of their behaviour. It helps them out in improving their relation. It increases understanding and rather conflicts; employees’ tries to solve conflicts with mutual understanding and negotiation. Improve relation: When employees understand each other’s and motivate each others for accomplishing goals then it improves their performance and increase trust. As per the Goleman theory of emotional intelligence, there is requirement of having team working ability and when employees work in a team then it improves their relation (Tench, 2016). Disadvantages Lower level of creativity:It is disadvantage of Goleman theory that it lacks creativity. All skills of thismodelonly focuson motivationand selfawareness.Butfor takingcompetitive advantages by hotel, there is requirement of having creativity among employees. But with this model employees can not develop this skill as they can only understand feelings of others and help them out. Advantages of trait model Understanding personality of others:As per the trait model of emotionalintelligence, employees have skills that make them able to understand personality of others. By having this skill, HR and employers of Hilton hotel can have skilled and better candidates and can reject unskilled and unsuitable candidates by understanding their personality. So, it can be said that it can help them in better employment. Helps in better decisions: Hr and employers can take better decision in regarding allocating tasks to employees by understanding their personality. It also helps them out in solving problems by taking appropriate suggestions and abilities of others. 11
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Disadvantages People can use it for personal gain:By understanding personality of others with having some traits, employees sometimes can take undue advantages. For taking advantages and personal growth as per the personality of others, they can provoke others and manipulate them at workplace. It may lead to bullying at workplace. Advantages of ability model Managing emotions:With ability model of emotional intelligence, employees at workplace can manage emotions of others and themselves. People with emotional intelligence can be expected to be able to manipulate moods of them as per the situation. It makes them flexible and adaptable to changes that can help Hilton hotel in this climate change situation (O'Connor, Hill, Kaya and Martin, 2019). Improves morale: When employers and people understand feelings of employees and others at workplacewith only facialexpression and non verbal signs then it increases moraleof employees. Employees with high morale are more likely to stay with the company for the long run. Disadvantages Time consuming:Implementation of this model and taking advantages can take too much time because as per this model, people require having ability of understanding others without talking and facial expression. So, it can take time as there is no ways and strategies that can increase abilities of employees of increasing this ability. So, on the basis of above discussed advantages and disadvantages, it can be said that Goleman model is better than others and can help Hilton hotel in understanding behaviours of employees in this covid-19 situation. Development needs of individuals needs to be developed Manager:For manager, there is requirement of improving empathy and social skills. With havingempathy skilland ability to understand behaviours of others, manager can take better strategies of motivating. Manager of Hilton hotel can make their effective position in the market by understanding needs of employees and customers. For this, it is important to implement Emotional intelligence model. Communicationis other skill that needs to be developed by manager of Hilton hotel. This ability of communication can make them able to interact and improve relation with employees. 12
Improved relation and continuous communication in an effective manner reduces chances of conflicts and make working environment effective. Colleagues: For colleagues, there is requirement of having self motivation or internal motivation skill. With this skill, employees can accomplish their goals and can increase concentration power. It can reduce errors and can improve their overall performance.It can also provide them opportunities of taking advantages of competition. Self awarenessis other skill that needs to be developed by employees of Hilton hotel as it can help them out in becoming concentrated at workplace. It can also allow them to analyse their own skills and weaknesses and on this basis they can take better decision. Recommendations and plan Criteria Differences CommentsCurrent behavioursPost covid behaviours (Recommendations) CommunicationCurrentlymanagersand employeesinHilton HotelUKcommunicate in different ways which is facetoface communication, communication by means ofmeetingsand communication by using informationtechnology. This means that currently therearenobarriersin communication. This will change in post covidbehaviours.This meansthat communicationhas mainlybecome dependent on technology. Meetingswillbedone through video conference andconferencecalls (Baba, 2020). This will change several elementsin communicationas managers and employees bothrequire communicatingmore clearly in order to ensure Post-covid managerial employeesofHilton Hotel UK are likely to work from home. Thisisbecauseof newstandardsand normsandalso because of lockdown. In such situation it is importanttoensure effective communicationin ordertomaintain coordinationand collaboration. 13
removalofpotential barriers. Ascommunicationis likelytoplaceinmore systematicmanner, managers and employees should consider following elementslikeflexibility and adaptability because several things will change post-covid. MotivationMotivationcurrently involves using monetary andnon-monetary rewardstomotivate employeestowork effectivelyandperform as per standards of Hilton Hotel, UK. In such kind ofmotivationadequate salary,increment, rewardsandrecognition are used by Hilton Hotel, UK. This is also aimed at ensuringretentionof qualifiedandcompetent employees,reduce absenteeismandto increase their engagement withtheirjob. Engagement to job refers Inpost-covidsituation HiltonHotel,UKwill havetochangeand modifyexisting motivationalpractices (Hoffmann,Ivcevicand Brackett,2018).This meansbecauseof economicconditionsof Hotel,itmightbecome difficulttoutilise monetarymotivation. Along with this in order toreducestressand anxietycauseddueto Covid it is also important to focus on emotional and mentalaspectthathas impact on motivation of employees. This is why Inordertoensure motivationof employeesitis importantthat managersconsider impactofpandemic situationsonmental wellbeingof employees.Insuch situationskillslike empathy,flexibility andadaptationare veryimportantto ensure motivation of employees.Thisis alsoimportantfor maintaining motivationof employees.This means that emotional 14
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tocommitmentand involvementof employees in their job. elements like acceptance, flexibility,adaptability andresiliencearevery importanttoensure motivation of employees. intelligenceof managers is likely to havesignificant impact motivation. Additional Recommendations Other than these, post Covid in order to build emotionally intelligent workforce Hilton Hotel, UK should also encourage employees to share their problems. This will help others to understand what problems their peers are facing and this will help them in considering difficulty situation of their peers and become emotionally intelligence. Managers should also develop programs through which employees can communicate and interact with each in unofficial setting (Decker and Cangemi, 2018). This will help in reducing impact of stress and anxiety caused because of changing working as well as personal situations because of Covid. 15
CONCLUSION Fromtheabovestudyithasbeenconcludedthatemotionalintelligenceorabilityof understanding emotions of others and own plays a vital role for personal and professional life. It has discussed some problems that hospitality industry is facing due to Covid-19 and lockdown situation It has also discussed some skills of hospitality industry that can make them able to take advantages of competition. Further, it has discussed effectiveness of trait, ability and Goleman model of emotional intelligence. Having an ability of understanding emotions and behaviours of others at workplace help employers in taking better decision, solving problems and motivating employees towards accomplishment of goals. Further, this study has shown advantages that hotels can take by implementing Goleman and appropriate model of emotional intelligence at workplace. For better implementation, there is requirement of evaluating all models for selecting the best one. For evaluation, it has discussed advantages and disadvantages of all models and among all models; it has shown effectiveness of Goleman model of emotional intelligence. It helpshospitalitysector in improvingperformanceand making environmentof emotional intelligence. Lastly, it has recommended some ways by which companies can understand, motivate and communicate with their employees. It has also compared ways of motivation as well as communication by hotels before covid-19 situation and post covid-19 situation. It has selected appropriate ways of communicating as well as motivating employees after this covid-19 situation and making them able to work effectively. 16
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Varshney, D. and Varshney, N.K., 2020. Workforce agility and its links to emotional intelligence and workforce performance: A study of small entrepreneurial firms in India.Global Business and Organizational Excellence.39(5). pp.35-45. Online The Hilton Hotel. 2018. [Online]. Available throughhttp://stravelandtourism.weebly.com/the- hilton-hotel.html#:~:text=The%20main%20aims%20of%20The,maximize%20the%20sales %20and%20customers.&text=The%20hotel%20provides%20a%20serviced,all%20different %20types%20of%20people Leadership Style of Managers in Five Star Hotels and its Relationship with Employee's Job Satisfaction.2019[Online].Availablethrough< http://www.ijmbs.com/32/2/mukhles.pdf> Covid 19 Response: How Hilton Hotel are Supporting Our Communities around the World. 2020. [Online]. Available through <https://newsroom.hilton.com/corporate/page/11937> ImportanceofEmotionalIntelligenceatWork.2015.[Online].Availablethrough https://www.entrepreneur.com/article/245755 Advantages of Emotional Intelligence in Business Life. 2020. [Online]. Available through < https://www.eliteworldhotels.com.tr/blog-en/5-advantages-of-emotional-intelligence-in- business-life.1241.aspx> 18
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