The hospitality sector of the leisure industry is founded on people, and front-line employees are crucial to offering excellent services to visitors that might lead to their satisfaction. There is a moment of truth in every interaction. Therefore, it is about how the service isdelivered. Because they are also people, employees sometimes need to put on an act when providing services because they go through a wide variety of emotions. Themotive of pursuing this study is to check out 1. the organisational factors that affect employees' job satisfaction and also 2. how willing they are to put forth their best effort. We have examined three goals have been examined: emotional labour, job satisfaction for employees and customer satisfaction.Therefore, in this article has the objective to understand emotional quotient with special reference to hotel employees and hotel guest’s satisfaction in star rated hotels in Mumbai. The correlational analysis, Z-tests, ANOVA conclude that in the star rated hotels exists between surface acting & the desire to change employment and emotional weariness. This study finds a strong relationship between emotional labour (SA, DA) and both the emotional satisfaction of clients and the quality of services in addition to the hotels that may have better training to their employees and enhance their communication abilities, which ultimately boost client happiness and service quality as well as guest satisfaction.

Emotional, Quotient, Hotel, Employees, Guests, Satisfaction