A Study on the Emotional Intelligence of Trident

8/14/2019 A Study on the Emotional Intelligence of Trident

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By,RASHMI.S

Roll no: 27

THE EMOTIONAL

INTELLIGENCE OFTRIDENTCHENNAI

EMPLOYEES



Company profile – trident ,Chennai

• The Oberoi Group was founded by Mr. MohanSingh Oberoi, in the year 1934, by buying out his partner’s shares in the “Delhi Club”.

•This was soon followed with the opening of the“OBEROI GRAND” & “OBEROI SHERATON” inCalcutta and Mumbai.

• The Trident Chennai was founded in 1987,as a

joint venture for the newly formed partnership of the “OBEROI” & “HILTON” brands.

•



• It boasts of 167 rooms with additional state of the art facilitiesfor guests such as boardrooms, confrence halls, businesscentres, executive floor, reception, club house, crew lounge,

spa, fitness centre and other facilities apart from it’s newlyrenovated restaurants “Cinammon” & “Samudra” & it’s ArcotBar.

• The TRIDENT , Chennai was the first of it’s kind introduced

in India and caters to executives & leisure travellers.• Following the success story of TRIDENT, Chennai , 7 other

hotels under the same brand have been established atMumbai, Delhi, Agra etc.

• Thus, the OBEROI group has a total of 31 hotels in INDIA &abroad with cruise liners in 5 countries apart from the variousother flight services , catering and travel services into which ithas diversified.



OVERVIEW OF THE currentINDIAN HOSPITALITY

INDUSTRY.• There are nearly 1980 government approved hotels with1100,000 rooms, accommodating nearly 4.4 million touristsper year.- 2007-08 survey

• The “Incredible India ” & “The Atithi Devo Bhavah” hasincreased Indian Tourist Trade to a large level.

• Revenues in 07-08= Rs. 604. 32 billion.

• Projected trade for 09-10 = Rs. 826.76 billion.

• WTO projected estimates show 25 million tourists for INDIAby 2015 with revenues of US $ 11.41 billions.

• 2010 will see the entry of international brands likeHILTON , ASHFORD Hospitality Trust & IFA Hotels &

Resorts , introducing INDIA’s first SEVEN STAR hotels.



About the topic

Stress which has always been a small part of our lives,has over the past few decades assumed monumentalproportions .

The highly competitive world of business and success,have contributed largely for people’s inability to copewith the high stress levels meted out by their ever increasing demands .

As such Emotional Intelligence , Attitudes of employeeshave taken precedence over the formerly usedIntelligence quotient during recruitment.



Emotional Intelligence

• Emotional intelligence, simply is the conscious ability of a person tocontrol his emotions in adverse situations ,thereby handlingcomplex situations and matters in a calm and professional manner.

• It encompasses five major parameters;• Self Awareness

• Mood Management

• Self- motivation

• Empathy

• Managing relationships



Necessity!!!• Analyses have showed that people with higher EQ have

known to succeed in their careers compared to otherswith lower EQ.

• • This has become more so important in today’s fast and

furious world.

• Going by this trend, the need for this study is toemphasize the importance of handling stress the rightway & to analyze how much emotions contribute to aperson’s reactions in a situation & ways of controlling the

various emotions to bring out the best in the employees.



Objectives

• To understand the role of emotional intelligence and its effecton the Hospitality Industry.

• Understand how emotions can influence thoughts, behavior,goals, decision making and work/ personal relationships.

• Interpret an assessment of their current EI competencies.

• Better understand the impact of emotions on performance.

• Identify their EI strengths and areas for improvement.



Methodology• Research Problem: understand the impact of

emotions on peoples’ behaviour & actions duringvarious situations & their method of controlling andchannelizing to obtain their goals.

• Rationale : the hospitality industry is a fast pacedindustry where the employees have to be on their best

behaviour all the time. This study is an attempt tounderstand their emotional control during allsituations.



• Hypothesis

• Null Hypothesis: The employees of TridentChennai are emotionally strong and arecapable of handling difficult situations well.

• Alternative Hypothesis: The employees of Trident Chennai are not emotionally strong

and are incapable of handling difficultsituations well.



Sampling design &techniques

• Universe: the entire employee count of TridentChennai.

• Sampling Unit: all the TRIDENT chennai employees

are considered as sample unit.• Sample Size: 50

• Sampling Techniques

• Percentage method

• Chi square analysis

• One way Anova

• Likert Scale ( Questionnaire)



Data Collection

• Primary Data:

• Questionnaire

• Direct interaction with the employees

• Secondary Data:

• Information from websites• Hotel Documents



Limitations

• Time constraint: shift patterns of employees

• Limited Coverage : shift patterns coupled withthe being the leave season of employees

• Data availability Constraint: employees off season, half- filled questionnaires,questionnaires not returned.



Analysis

• Percentage method

• Chi- Square analysis• One way ANOVA.



Age ProfileAge ( yrs) No. of People Percentage20-30 17 34

30-40 12 24

40-50 10 20

> Than 50 11 22

Total 50 100



Gender ProfileGender No. of People Percentage

Female 23 46

Male 27 54

Total 50 100



Designation ProfileDesignation No. Of People PercentageManager 8 16

Supervisor 12 24

Assistants 14 28

< than Assistants 16 32



Chi- Square Analysis-Danger

• H0: In situations such as accidents, people tend to panicmore than be logical.

• H1: In situations such as accidents, people are morelogical and try to help others rather than panic.

EFFECT MALE FEMALE TOTAL

PANIC 31 19 50

LOGICAL 23 27 50

TOTAL 54 46 100



Tabulated value of Chi- square = 2. 64

Critical Value of Chi- Square = 3.84

Null Hypothesis is accepted

EFFECT MALE FEMALE

PANIC 27 23

LOGICAL 27 23



WORK ENVIRONMENT

• H0: In the work environment, while employees do not tolerateothers taking credit of their work, they do not yell and createa scene but rather handle it in a professional manner.

• H1: In the work environment, employees do not tolerateothers taking credit of their work and tend to yell and create ascene without regard to the situations.

RESPONSE MALE FEMALE TOTALYELL 15 10 25

NORESPONSE

35 40 75

TOTAL 50 50 100



Calculated Value of X2 = 1.367

Tabulated value of X2 = 3.8

Null hypothesis accepted

RESPONSE MALE FEMALE

YELL 12.5 12.5

NO RESPONSE 37.5 37.5



LOGICAL REASONING &DECISION MAKING

• H0: When faced with problems and taking difficultdecisions, all caders of employees consider both sides of the situation & others opinions before they make adecision. They also respond in a calm and unperturbedway to their guests regardless of the problems they face.

• H1: When faced by problems and making difficultdecisions, employees do not consider both sides of thesituation, but rather prefer to take their own decisions.They also do not respond in a calm manner to their guests & are highly susceptible to mood swings.



Calculated Value of X2 = 2.169

Critical Value of X2 = 3.8

Null Hypothesis accepted

RESPONSE MALE FEMALE TOTAL

LOGICAL 40 45 85

YELL 10 5 15

TOTAL 50 50 100

RESPONSE MALE FEMALE

LOGICAL 42.5 42.5

YELL 7.5 7.5



ONE WAY ANOVA• H0: Emotions play a very important role in influencing a person’s

behaviour and reactions in a situation and the employees at thehotel are able to control their emotions effectively to create apositive impact on their work.

• H1: Emotions do not play a significant role in influencing aperson’s behaviour in a situation and the employees at the hotelare unable to control their emotions effectively to create apositive impact on their work.

• Total no. of respondents, n = 50

• N= 50 X 7= 350

• T (EX) = 622



ACTUAL VALUESSituations Strongly

agree (4)

Agree (3) Neither

agree /disagree(2)

Disagree

(1)

Strongly

Disagree(0)

Total

Big mood swings 4 20 11 8 7 50

work best under pressure

12 4 14 10 10 50

You mentallyberate yourself

9 5 8 9 19 50

feel strong capable& confident

9 14 27 50

I always think of my problems

11 8 14 6 11 50

Empathy 14 7 29 50

Pressure & stresson the job isreasonable.

9 7 8 4 22 50



EX EX2 MEAN

106 296 2.12

98 294 2.68

76 230 1.5264 200 1.44

102 310 1.16

99 281 1.98

77 243 1.54

• Variation Between Attributes

• Ta2 / Na + Tb2 /Nb +….. Tn2 / Nn – T2 /N

• =1062 /50 + 982 /50 +… 772 / 50 – 6222/50

• =31.54

• Variation among Attributes

• EX2 – T2 /N

• = 1854- 1105.38 = 748.62

S f S f D f M S F V l



Total Sum of Squares:

= Sum of Squares between attributes + Sum of

Squares among attributes=31.54+ 748.62 = 780.16.

Critical Value of F- test at 5% level of significance for

(6, 30) degrees of freedom is 2.42.

Null hypothesis is accepted.

Source of Variation

Sum of Squares

Degrees of freedom

Mean Square F- Value

Betweenattributes

31.54 7-1= 6 5.25 5.25 / 2.18 =2.408

Amongattributes 748.62 35- 5 = 30 2.18



CONCLUSION• From the numerically collected data and analyses on parameters, it

has been deduced that the employees of TRIDENT, Chennai are

emotionally strong and are able to channelize their emotions to be the

best at their work.

• However, it would also be very nice if this ability could be further improved, through counseling and training classes.

• Thus, even though the area of the study was small, the data obtained

has greatly proved that emotional intelligence plays a very important

role in the hospitality industry and their ability to channelize their

emotions have constituted to be one of the biggest factors for the

level of success and positions this industry has reached in the world

today.



THANK YOU

• P e t e r S a l o v e

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