RESIKO WORKLOAD DAN EMOTIONAL INTELLIGENCE DALAM DINAMIKA KINERJA KARYAWAN DI GRAND MERCURE MALANG MIRAMA

This study aims to analyse the risk of workload and emotional intelligence in improving employee performance at Grand Mercure Malang Mirama Hotel. There is a phenomenon found in this study is the less than optimal performance of some employees due to experiencing high work pressure and low emotional intelligence, which has an impact on reduced concentration, decreased performance, and difficulty dealing with guest complaints. Using a descriptive qualitative approach, data was collected through interviews, observations, and documentation. This research explored employees' experiences and perceptions through in-depth interviews and participatory observation. The results show that high workload risks reducing employees' work effectiveness and psychological well-being. However, good emotional intelligence helps them manage stress and maintain performance in dynamic working conditions. Therefore, management is expected to implement more adaptive human resource management strategies, such as emotional intelligence training and workload management, to create a more productive and conducive work environment.