The Impact of Front Office Staff Emotional Intelligence on Guest Retention: Mediating Role of Guest Satisfaction in Five-star Hotels in Aqaba- The Hashemite Kingdom of Jordan

This research aims to explore the significant influence that the emotional intelligence (EI) of front office workers has on the retention of guests at five-star hotels in Aqaba City, which is located in Jordan. Within this context, it specifically investigates the function that visitors' satisfaction plays as a mediator in this interaction, drawing on current research published in between the years 2020 and 2025. The study proposes that front office staff members who are emotionally intelligent are more suited to comprehend and manage the guests' emotions, which ultimately results in increased levels of satisfaction among guests, while it is expected that this increased level of satisfaction will, in turn, lead to increased levels of visitor retention in five-star hotels in Aqaba. The study employs a quantitative research methodology with a sample comprising both guests and front office staff. The findings are expected to highlight the vital importance of training front office staff in emotional intelligence skills, as well as underscore the significance of guests' satisfaction as a key factor in building a long-term customer loyalty within the competitive hospitality environment in Aqaba. The findings of this study will also provide valuable insights , that hotel managers, decision-makers and future researchers in the field can leverage to make scientifically grounded decisions.