MITIGATING EMPLOYEE TURNOVER IN HOSPITALITY INDUSTRY THROUGH EMOTIONAL INTELLIGENCE: EVIDENCE FROM KASHMIR INDIA

The aim of this study is to examine the impact of emotional intelligence (EI) on employee retention and job satisfaction in the hospitality industry, with a specific focus on understanding how EI dimensions contribute to improving employee engagement and reducing turnover. Emotional intelligence, encompassing self-awareness, self-management, social awareness, and relationship management, is increasingly recognized as a critical factor in workplace dynamics, particularly in high-stress industries like hospitality. A survey questionnaire based on a five-point Likert scale was developed after a thorough literature review. Data was collected from 190 respondents working in the hospitality sector, including hotels, restaurants, and tourism-related businesses. The survey assessed emotional intelligence dimensions and their relationship with job satisfaction and retention. The collected data was analyzed using reliability analysis to ensure the consistency of the survey instrument, followed by correlation techniques to evaluate the relationships between EI dimensions and job satisfaction. The analysis revealed significant positive relationships between all emotional intelligence dimensions (self-awareness, self-management, social awareness, and relationship management) and job satisfaction. Notably, self-management and social awareness exhibited the strongest correlations with job satisfaction, highlighting their critical role in enhancing employee well-being and engagement. Employees with higher self-management skills were better equipped to handle workplace stress, while those with strong social awareness demonstrated improved interpersonal relationships, contributing to a more positive work environment. These findings align with previous research suggesting that emotionally intelligent employees are more likely to experience job satisfaction and remain committed to their organizations. The findings underscore the importance of incorporating emotional intelligence training programs in the hospitality sector to enhance employee job satisfaction and retention. Hotel administrators and HR professionals can leverage these insights to design targeted interventions aimed at developing EI competencies among employees. By fostering self-management and social awareness skills, organizations can create a more engaged and stable workforce, ultimately reducing turnover rates. This study contributes to the growing body of evidence supporting the value of emotional intelligence in improving workplace outcomes, particularly in high-turnover industries like hospitality.