A STUDY ON

THE EMOTIONAL
INTELLIGENCE OF
TRIDENT
CHENNAI
EMPLOYEES
By,
RASHMI.S
Roll no: 27
 Company profile – trident ,
Chennai
• The Oberoi Group was founded by Mr. Mohan
Singh 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” in
Calcutta 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 facilities
for guests such as boardrooms, confrence halls, business
centres, executive floor, reception, club house, crew lounge,
spa, fitness centre and other facilities apart from it’s newly
renovated restaurants “Cinammon” & “Samudra” & it’s Arcot
Bar.
• 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 at
Mumbai, 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 various
other flight services , catering and travel services into which it
has diversified.
 OVERVIEW OF THE current
INDIAN HOSPITALITY
INDUSTRY.
• There are nearly 1980 government approved hotels with
1100,000 rooms, accommodating nearly 4.4 million tourists
per year.- 2007-08 survey
• The “Incredible India ” & “The Atithi Devo Bhavah” has
increased 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 INDIA
by 2015 with revenues of US $ 11.41 billions.
• 2010 will see the entry of international brands like
HILTON , 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 monumental
proportions .

 The highly competitive world of business and success

,have contributed largely for people’s inability to cope
with the high stress levels meted out by their ever
increasing demands .

 As such Emotional Intelligence , Attitudes of employees

have taken precedence over the formerly used
Intelligence quotient during recruitment.
 Emotional Intelligence
• Emotional intelligence, simply is the conscious ability of a person to
control his emotions in adverse situations ,thereby handling
complex 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 others
with 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 to

emphasize the importance of handling stress the right
way & to analyze how much emotions contribute to a
person’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 effect
on 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 during
various situations & their method of controlling and
channelizing to obtain their goals.

• Rationale : the hospitality industry is a fast paced

industry where the employees have to be on their best
behaviour all the time. This study is an attempt to
understand their emotional control during all
situations.
• Hypothesis

• Null Hypothesis: The employees of Trident

Chennai are emotionally strong and are
capable of handling difficult situations well.

• Alternative Hypothesis: The employees of

Trident Chennai are not emotionally strong
and are incapable of handling difficult
situations well.
 Sampling design &
techniques
• Universe: the entire employee count of Trident
Chennai.
• 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 with

the 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 Profile
Age ( yrs) No. of People Percentage
20-30 17 34
30-40 12 24
40-50 10 20
> Than 50 11 22
Total 50 100
 Gender Profile
Gender No. of People Percentage
Female 23 46
Male 27 54
Total 50 100
 Designation Profile
Designation No. Of People Percentage
Manager 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 panic
more than be logical.

• H1: In situations such as accidents, people are more

logical and try to help others rather than panic.
EFFECT MALE FEMALE TOTAL

PANIC 31 19 50

LOGICAL 23 27 50

TOTAL 54 46 100
EFFECT MALE FEMALE

PANIC 27 23

LOGICAL 27 23

Tabulated value of Chi- square = 2. 64

Critical Value of Chi- Square = 3.84

Null Hypothesis is accepted

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

• H1: In the work environment, employees do not tolerate

others taking credit of their work and tend to yell and create a
scene without regard to the situations.

RESPONSE MALE FEMALE TOTAL

YELL 15 10 25
NO 35 40 75
RESPONSE
TOTAL 50 50 100
RESPONSE MALE FEMALE

YELL 12.5 12.5

NO RESPONSE 37.5 37.5

Calculated Value of X2 = 1.367

Tabulated value of X2 = 3.8

Null hypothesis accepted

 LOGICAL REASONING &
DECISION MAKING
• H0: When faced with problems and taking difficult
decisions, all caders of employees consider both sides of
the situation & others opinions before they make a
decision. They also respond in a calm and unperturbed
way to their guests regardless of the problems they face.

• H1: When faced by problems and making difficult

decisions, employees do not consider both sides of the
situation, 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.
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

Calculated Value of X2 = 2.169

Critical Value of X2 = 3.8

Null Hypothesis accepted

 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 the
hotel are able to control their emotions effectively to create a
positive impact on their work.

• H1: Emotions do not play a significant role in influencing a

person’s behaviour in a situation and the employees at the hotel
are unable to control their emotions effectively to create a
positive impact on their work.

• Total no. of respondents, n = 50

• N= 50 X 7= 350
• T (EX) = 622
Situations Strongly
ACTUAL VALUES
Agree (3) Neither Disagree Strongly Total
agree (4) agree / (1) Disagree(0)
disagree
(2)

Big mood swings 4 20 11 8 7 50

work best under

pressure
12 4 14 10 10 50

You mentally
berate yourself
9 5 8 9 19 50

feel strong capable 9 14 27 50

& confident

I always think of 11 8 14 6 11 50
my problems

Empathy 14 7 29 50
Pressure & stress
on the job is
9 7 8 4 22 50
reasonable.
 EX EX2 MEAN
106 296 2.12
98 294 2.68
76 230 1.52
64 200 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
Source of Sum of Degrees of Mean Square F- Value
Variation Squares freedom
Between 31.54 7-1= 6 5.25 5.25 / 2.18 =
attributes 2.408
Among 748.62 35- 5 = 30 2.18
attributes

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.

 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
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