Abstract
Abstract: This study investigates the extent to which hotel employees are conscious of their abilities to identify facial expressions and emotions conveyed by customers while interacting with those customers. Facial expressions and emotions may have significant implications when interpreted as a sign of satisfaction and the quality of the service that was provided. According to the findings, a sizeable portion of hotel staff members do not have an accurate understanding of their abilities to recognise facial expressions and emotions, and a large number of them have a tendency to exaggerate their capabilities. This study has significant ramifications in regard to employee efforts put into tasks (such as effort and concentration), employee selfdevelopment and training, and employee willingness to take risks in their respective service encounters.
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