Introduction
142 kilometers from Havana, and 32 from Matanzas, is one of the most beautiful places in the Cuban archipelago, Varadero, with an area of 18.6 kilometers long and 700 meters wide on average, except at its extreme end, where It tends to open 1200 meters from north to south, it has 11.5 kilometers of beach with fine white sand in its structure. Its main attractions are: sand, sun, sea, marinas and water sports. It is currently considered one of the most important tourist centers in the country, both due to the annual arrival of tourists and foreign investment.
There are signs that point to a " New Era of Tourism " in which flexibility, awareness towards environmental aspects, individualization, innovation, vertical and horizontal integration of competitive strategies prevail that point towards the guarantee of quality, effectiveness and efficiency in services. Taking into account then the organizational environment that organizations face, where the main competitive advantage is oriented in the knowledge and skills of people, marking their position with respect to others, is that the satisfaction and care of their needs, providing them with increasingly productive resources and / or methods,making them comply with appropriate work standards, according to their abilities and skills. Job competency profiles outperform traditional job profiles or profesiograms, which include functions described on a purely cognitive level. Good skills management is not possible if working conditions are not adequate.
In the current moments of the development of tourist activity in Cuba, the preparation of professionals for hygiene, maintenance and comfort plays an important role to execute cleaning activities with a guarantee of success in strategic areas of hotel facilities, arising the need to achieve a high competitive level within the sector, implementing the development of knowledge, skills, values, and motivations that give a better response to the problems and challenges of their professional performance, to this extent, they will be able to meet the new demands that in the hotel accommodations are taking place.
Due to their important role within the tourism business, it is essential that the Hospitality and Tourism Schools, taking into account their role as trainers and trainers of human capital, emerge among the first in the development of Competency Management within this sector, assuming for this:
- The description of the basic specialties by competence Recruitment and selection by competence Academic performance based on competencies Performance evaluation, which takes into account the role played by two competitive strategies in the tourism product: Intelligence Emotional and Emotional Competencies ”.
Development
Each job requires specific competencies, and professional development and continuous training efforts in companies should be directed to them. All this without undermining the importance of knowledge, which forces each entity to study its organizational culture and business strategy, in order to define the main competencies that will allow the achievement of the objectives in the hygiene, cleaning and comfort, involving all members of the Flooring department.
In 1983 Howard Gardner, in his book Structures of the Mind, presents a new approach, sustaining the existence of a wide range of intelligences, which allows us to ensure that we are all intelligent, “in our own way”; that is, we possess some predominant ability. From this, he highlighted at least seven types of intelligences: linguistic, logical-mathematical, musical, spatial, kinesthetic-corporal, intrapersonal and interpersonal.
Daniel Goleman, realized that there was no need for the intelligences to be reduced to seven, and the thesis was raised that if another field of skills was found that met the proposed criteria, then he would find an eighth intelligence. And it did not take long to discover it, calling it Emotional Intelligence.
Emotional intelligence is the ability to observe and regulate one's own and others' feelings and to use them to guide thought and action. If thoughts and actions can be guided by feelings, then we provoke positive feelings in others so that their actions are oriented in our favor.
It is the group of essential skills that allows us to face life adequately; it is a way of interacting with the world, taking into account our emotions.
If the emotional dimension is the key in human relationships and the practice of hygiene, cleanliness and comfort service is developed in interactive scenarios, then the call for attention to each and every one of those who practice it at any level is valid, so that they explicitly and implicitly develop social and effective skills, since their role results in the acquisition of significant learning in emotional development and peaceful coexistence inside and outside the company; but also in the emotionality of the worker himself, according to his position, the functions he performs and the effectiveness and efficiency of his work.
The emotionally intelligent people tend to be:
- Energetic They have an adequate view of themselves. (self-esteem) Generally sociable They express their feelings appropriately They are cheerful and spontaneous They bear stress well Life always has meaning.
There are 5 skills that have to do with Emotional Intelligence:
1.- The knowledge of our own emotions. (Self-knowledge).
Knowing yourself, recognizing your strengths and weaknesses, is knowing how to see yourself with a positive but realistic perspective. It is to recognize a feeling at the very moment it appears. This constitutes the cornerstone of emotional intelligence. People who have an adequate understanding of their emotions tend to run their lives better.
2.- The ability to control emotions. (Self-control).
It is the ability to control our feelings and adapt them to a certain moment. People who have this ability, recover much more quickly from life's setbacks and setbacks, taking responsibility for their actions.
3.- The ability to motivate oneself.
Knowing how to control emotions and subordinate them to a goal, is essential to motivate oneself, maintain attention and creativity in any life task. These people tend to be more productive and effective in the companies they undertake.
4.- The ability to recognize the emotions of others. (Empathy).
It is a "popular" skill. The empathic people usually know what they need others. This skill is good for people who work with the public, understand and respect the feelings of others. They know how to listen, they are affirmative instead of passive or aggressive.
5.- The ability to relate to others (Interpersonal Relations).
Ability to properly relate to the emotions of others. They know how to solve conflicts, they know how to negotiate commitments. These people are great for teamwork, they are good friends, great teachers, great managers, and they get along with just about anyone. Many authors consider interpersonal intelligence as the most important for everyday life.
Emotional Intelligence points to the description of 25 emotional skills that a person must fundamentally have in order to carry out their work consistently and effectively. "An emotional competence is an acquired capacity, based on emotional intelligence, which results in an outstanding professional performance."
It is important for the correct instrumentation and application in the Flooring department to take into account that among the most relevant characteristics of Emotional Competences are:
- Independence: Each person makes a unique contribution to the performance of their work Interdependence: Each individual depends, to some extent, on others Hierarchy: Emotional intelligence capabilities are mutually reinforcing Necessity but not sufficiency: Possessing the capabilities does not guarantee Generic: They can be applied, in general, to all jobs, but each profession requires different skills.
There are still many obstacles that exist within business organizations that do not encourage or promote emotional intelligence.
- The lack of understanding of the importance of the emotional climate in relation to work efficiency Blindness and little search for new opportunities for organizations The little flexibility to face challenges and overcome obstacles The inability to act effectively in the face of pressure, leaving aside from feelings such as anger, rage, among others Lack of trust-generating reliability The tendency to undermine optimism that would allow us to resist setbacks and adopt a positive approach, generating creative solutions in conflict situations. empathic inability to understand clients, employees and even co-workers themselves Scarce use of diversity and its systematic denial to enrich organizations Misunderstanding of economic trends,political and social of the moment The misuse of persuasion strategies The little proclivity to establish and strengthen the links between the different parts of the organization and its components.
We can ensure that science and technology play a fundamental role in developing emotional intelligence, seen from the impact that the organization can achieve in solving those problems that threaten the proper functioning of cleaning, hygiene and comfort services. Always seeking the satisfaction of our clients as an objective, which will allow them to repeat their visit and the country to receive the benefits of it.
Conclusions
Because tourism is a sector that belongs to the sphere of services, human resources take on even more significance within the results of the organizations that comprise it. The characteristics of a service (to be intangible, to be prepared at the moment, to be unrepeatable) mean that the staff that provides it requires great knowledge, skills and abilities to do so. And when it comes to the tourist service, the competitiveness becomes greater.
The present study considered it more significant to direct the research towards Emotional Intelligence and its competencies, since these can be better predictors for successful performance. This is not to deny the importance of knowledge and experience, but it is known that the requirements included in the Job Profiles basically focus their attention on the latter. For this reason, it was deemed appropriate to provide other resources that allow entities to recruit, select, evaluate and train personnel with a greater perspective of excellence.
Today we know that in Spain there is already talk of literacy or emotional education in the curricula and its repercussions on teaching, on the learning and adaptation of students, as a consequence of research with much broader approaches on human intelligence, which they highlight the scientific feasibility of affective teaching.
In Colombia, within the framework of the so-called Educational Revolution, the Citizen Competencies program is currently being developed, considered the first Latin American country to develop national standards in terms of knowledge, attitudes and cognitive, communicative and emotional skills, allowing the citizen acts constructively in society and specifically in the job he occupies.
Affective competences, understood as the management of emotions and the recognition of their effects on our decisions, are considered as a substantial element in training for citizenship and peaceful coexistence; participation and responsibility; respect and appreciation of plurality, identity, suitability and differences, respect and promotion of fundamental rights; It is precisely on these last elements that we must be concentrating our attention so that the process of labor reorganization, in which the entire tourism sector is immersed, gains in depth and fairness, which will be in tune with the call that the country's highest leadership is making..
Offering better products than the competition and differentiating itself from it, today is winning, translated in that each company is called to optimize resources and human potential, in such a way that they ensure the efficiency and productivity of the work, guided and led, not only for the knowledge and skills, but also for the emotional competencies that the job requires.
The social studies of Science and Technology constitute an important source of knowledge for the behavioral and emotional transformation of workers in the Floor Department during the provision of an excellent service, which will have an impact on the success of its mission, from a comprehensive conception of their professional development.
Bibliographic references
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