Using Hotel Supervisors’ Emotional Intelligence as a Benchmark for Hospitality Students

Abstract

Soft skills, or interpersonal skills, are the hallmark skills of those who serve in the hospitality industry. Although it can be difficult to quantify such skills, one construct that can be measured and is inclusive of such skills is that of emotional intelligence (EI). EI is the ability to perceive and understand emotions of individuals and utilize this information to guide one’s actions. This study set out to determine the EI levels of hospitality students and to benchmark their scores against those of hotel supervisors. Data were collected from more than 500 individuals using the Bar-On Emotional Quotient Inventory. Comparisons were made between and among entry-level and capstone students, hospitality management (HM) and non-HM majors, as well as the industry professionals. Results indicated that the HM students were similar to the supervisors in terms of interpersonal skills, but they scored lower in problem-solving abilities. HM majors scored higher on the empathy scale than non-HM majors. Some implications and curriculum recommendations are provided.

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