IMPACT OF PHYSICAL WORKING ENVIRONMENT AND EMOTIONAL INTELLIGENCE ON EMPLOYEES' JOB PERFORMANCE IN HOTEL INDUSTRY

ABSTRACT
The hotel industry is a highly people-intensive service sector where employee performance plays a critical role
in service quality and customer satisfaction. This study examines the impact of the physical working
environment and emotional intelligence (EI) on employees’ job performance in the hotel industry, with special
reference to hotels in Coimbatore city. The research adopts an empirical and exploratory design and is based
on primary data collected from 99 hotel employees across different hierarchical levels using a structured
questionnaire and interview schedule. Statistical tools such as percentage analysis, ANOVA, correlation, and
regression analysis were employed to analyse the data.
The findings reveal a significant difference in employees’ perceptions of physical working conditions based on
experience. Although physical working conditions show a limited and indirect influence on job performance,
they remain an important factor affecting employee satisfaction and productivity. The study further establishes
a strong and significant relationship between emotional intelligence and job performance. Among the EI
dimensions, social awareness and self-skills emerge as the most influential predictors of employee performance,
while self-awareness, self-regulation, and self-motivation do not demonstrate a direct significant effect.
The results highlight the growing importance of emotional intelligence competencies in the hospitality sector,
where teamwork, interpersonal interaction, and service orientation are essential. The study concludes that hotel
organizations should prioritize emotional intelligence development through structured training programs and
foster supportive work environments to enhance employee performance and organizational effectiveness.
Keywords: Emotional Intelligence, Physical Working Environment, Job Performance, Hotel Industry, Employee
Productivity