Özet:

Purpose - the proper understanding and timely fulfillment of the customer's wishes and expectations is related to the technical skills of the service provider, as well as the emotional ability. Customer satisfaction, the provision of proper communication between employees, emotional intelligence play an important role in reducing conflicts. The purpose of this study is to study the emotional intelligence levels of hotel employees, one of the tourism companies, based on demographic characteristics, and to determine whether the emotional intelligence levels differ according to demographic characteristics. Method - employees in five-star hotels located in Antalya form the universe of research. The analysis was taken to be evaluated by 583 people working in different departments of the hotels who responded to the survey, the situation of differentiation according to demographic characteristics was analyzed by testing techniques t and ANOVA tests. In the ANOVA test, the Tukey test was used for two differences if the difference was found. The findings - from the demographic characteristics, gender, civic status, educational status, monthly income, the total income of the family, whether the childhood is Turkish or foreign, the place where the childhood is different, the choice of the profession and the dimensions of emotional intelligence have not been statistically meaningful. The level of emotional intelligence and the status of the employee, the time of work in the company, the part of the work was different. In this study on hotel employees from tourism enterprises, the status of employees increased and the emotional intelligence points increased. Although the results of this research are not generalizable, it is believed that it will contribute to the area.

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