Bibliographic citations
Mora, Y., Benitez, J. (2024). Modelo de fortalecimiento de las habilidades blandas asociadas a la inteligencia emocional del personal de front of the house de un hotel corporativo del norte del Perú [Trabajo de suficiencia profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683558
Mora, Y., Benitez, J. Modelo de fortalecimiento de las habilidades blandas asociadas a la inteligencia emocional del personal de front of the house de un hotel corporativo del norte del Perú [Trabajo de suficiencia profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683558
@misc{renati/1041745,
title = "Modelo de fortalecimiento de las habilidades blandas asociadas a la inteligencia emocional del personal de front of the house de un hotel corporativo del norte del Perú",
author = "Benitez Novoa, Jesus Alberto",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This research addresses the absence of a program to strengthen soft skills for the development of emotional intelligence of front-of-the-house employees of a corporate hotel in northern Peru. In the hotel studied there are random negative comments that affect the score recording. In these comments they mention that the front of the house staff did not meet their customer service expectations. The study will use a descriptive non-experimental quantitative methodology (Hernández et al., 2014). Measured under 5 components (mood, stress management, adaptability, interpersonal and intrapersonal), based on the I-CE of Reuven Bar-On, adapted by Ugarriza, 2001. Using a census sample of 21 workers corresponding to the front of the house. The objective of this study is to propose a program based on emotional intelligence models in cases related to hospitality or services. The purpose of the program is to allow participants to recognize their level of emotional intelligence, as well as their intrapersonal and interpersonal skills, to obtain better results in customer service.
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