Relationship between emotional labor and job satisfaction in hotel businesses: a study on 4 and 5 star hotels in Istanbul

In this study, the relationship between the emotional labor levels and job satisfaction of employees working in four- and five-star hotel enterprises in Istanbul was examined. The sample of the research consisted of 200 employees working in various hotels in Istanbul. Data were collected through a questionnaire and analyzed using the SPSS program. The findings showed that gender did not create a significant difference in emotional labor and job satisfaction, employees in five-star hotels had higher levels of surface acting, married and younger employees had higher job satisfaction, and job satisfaction increased with higher education levels. Additionally, it was determined that surface acting had a negative effect on job satisfaction, while deep acting and genuine acting had positive effects. These results contribute to practices aimed at increasing employee satisfaction in the hospitality sector.