Title: The Role of Emotional Intelligence in Managing Employee Relations in the Hospitality Industry in Delta State, Nigeria.
Authors: Ofune Kelvin
Volume: 10
Issue: 1
Pages: 228-236
Publication Date: 2026/01/28
Abstract:
This study investigates the pivotal role of emotional intelligence (EI) in managing employee relations within the hospitality industry, focusing on hotels in Delta State, Nigeria. Emotional intelligence, encompassing key dimensions such as self-awareness, self-regulation, empathy, motivation, and social skills, is increasingly acknowledged as essential for fostering effective workplace interactions and improving organizational outcomes. Given the high-pressure, customer-centric nature of the hospitality sector, managers with strong EI competencies are better equipped to handle interpersonal dynamics, reduce workplace conflicts, and enhance team cohesion. Employing a quantitative research design, the study surveyed 90 employees selected from a total population of 120 hospitality staff members, using structured questionnaires to gather data. Analysis conducted through SPSS, involving correlation and regression techniques, revealed a significant positive relationship between emotional intelligence and the quality of employee relations. Specifically, higher EI levels were associated with improved communication, greater job satisfaction, and more effective conflict resolution strategies. These findings align with existing literature suggesting that emotionally intelligent leaders foster more engaged and productive workforces. The study underscores the critical need for hospitality organizations to integrate emotional intelligence development into leadership training programs. By prioritizing EI competencies, hotels in Delta State can enhance workplace harmony, reduce staff turnover, and elevate service quality, key factors in maintaining a competitive edge in the industry. Recommendations include regular EI assessments, targeted workshops, and mentorship initiatives to cultivate emotionally intelligent leadership at all organizational levels.