THE IMPACT OF EMOTION ON EMPLOYEE PERFORMANCE AT HOSPITALITY INDUSTRY: A CASE STUDY IN AAA HOTEL

Abstract

This study examines the emotional dynamics of tourism workers, focusing on hotel employees in Nusa Dua. Using a quantitative descriptive method with Likert-scale questionnaires, the research explores the impact of burnout, characterized by emotional exhaustion and stress from long hours and high job demands. Emotional labor theory (Swart, 2020) highlights the need for employees to manage emotions effectively, as positive emotions enhance service quality, while negative emotions reduce productivity and risk burnout. Data from 20 employees at AAA Hotel reveal that 50% experience high stress, 65% face emotional exhaustion, and 60% attribute stress to excessive workloads. Employees with strong emotional management skills improve guest satisfaction by 30%, underscoring the value of stress management training and well-being programs. The study concludes that addressing burnout through emotional support initiatives and work-life balance strategies is essential for enhancing employee performance and guest satisfaction.