Humans: Are we rational or emotional first?

ABSTRACT The purpose of this study is to find the correlation between the level of Emotional Intelligence, Job Performance and Job Satisfaction among hospitality professionals. This paper investigated the employee’s stress management, ability to deal with pressure and how they behave in front of unpleasant guests. The sample of this study consisted of 21 participants divided into three groups: students, hotel employees and tourism professionals. The research method was questionnaire and focus groups. Results demonstrated that the connection between stress level, employee’s satisfaction and employee’s performance were partly confirmed and the relationship between Emotional Intelligence and Job Satisfaction were partly refuted. The study revealed that most of the participants use avoidance method as a solution to deal with stress. The awareness of accepting unpleasant emotions, and dealing with them as a normal thing is essential to each human being, especially for employees and employers in hospitality industry