Emotional Intelligence and Self-Management as Predictors of Job Performance among Hotel Employees in Bangkok, Thailand

Juan Rodrigo B.  Del Villar; Alfredo C.  Espejo; Harryvong  Kuptavanich; Nopearrnund  Peanmunkung; Willard Jeff V.  Pada; Michael P.  Mallo

doi:10.60027/iarj.2026.e291689

ผู้แต่ง

Juan Rodrigo B. Del Villar St Teresa International University, Thailand https://orcid.org/0009-0006-6315-5044
Alfredo C. Espejo St Teresa International University, Thailand https://orcid.org/0009-0003-8183-2457
Harryvong Kuptavanich St Teresa International University, Thailand https://orcid.org/0009-0004-4213-5322
Nopearrnund Peanmunkung St Teresa International University, Thailand https://orcid.org/0009-0004-6269-0163
Willard Jeff V. Pada St Teresa International University, Thailand https://orcid.org/0009-0006-7834-4614
Michael P. Mallo Pangasinan State University https://orcid.org/0009-0006-3736-4686

DOI:

https://doi.org/10.60027/iarj.2026.e291689

คำสำคัญ:

Emotional Intelligence, Self-management, Job Performance, Competency-based Management, Hotel Employees, Service Quality, Bangkok, Thailand

บทคัดย่อ

Background and Aims: The global hospitality industry, particularly the hotel sector, is a major driver of economic growth, employment generation, and tourism development. Given its service-intensive and high-pressure, customer-facing work environments, the hotel sector emphasizes emotional and behavioral competencies such as emotional intelligence and self-management, which are critical for sustaining employee performance. This study investigates the influence of emotional intelligence and self-management on job performance among hotel employees in Bangkok, Thailand.

Methodology: This study employed a cross-sectional, correlational, non-experimental quantitative design. Data were gathered from 200 employees using stratified random sampling. The instruments underwent reliability testing through a pilot study (n = 30), which confirmed high internal consistency (Cronbach’s α > .85). Descriptive statistics, Pearson correlation, t-tests, ANOVA, and stepwise multiple regression were employed to analyze the data.

Results: Findings revealed significant and positive relationships between emotional intelligence (r = .612, p < .001), self-management (r = .584, p < .001), and job performance. Multiple regression analysis confirmed that emotional intelligence (β = .52, p < .001) and self-management (β = .34, p < .001) significantly predicted job performance, accounting for 53% of the variance (R² = .53). Emotional intelligence emerged as the stronger predictor. Significant differences in emotional intelligence and self-management were found across age groups, years of experience, and job roles, while no significant differences were observed by gender or educational attainment. Supervisory staff rated their job performance significantly higher than frontline staff (p = .028), likely due to increased autonomy and responsibility, supporting job design theories that link these factors with enhanced performance outcomes.

Conclusion: These results underscore the vital role of emotional and behavioral competencies in hospitality, particularly for employees in guest-facing roles. The study recommends institutionalizing emotional intelligence and self-management training into recruitment, onboarding, and leadership development programs to enhance employee effectiveness, service quality, and organizational performance in the hotel industry. Since emotional intelligence emerged as the stronger predictor of job performance, it should be prioritized in talent development initiatives. Additionally, the findings contribute to the competency-based view of human resources, highlighting specific employee skills as strategic assets in driving competitive advantage.

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