Personality And Intelligence: Enchanted Ruby Resorts Sample

Introduction Of Personality And Intelligence: Enchanted Ruby Resorts(ERR)

The case study has shown that the ERR company is facing issues related to customer service and customer satisfaction for their resort. There are multiple complaints about the behaviour of the staff while doing their duties for the visitors. This study will discuss multiple tests and theories to eliminate the staffs who are misbehaving with the customers causing serious damage to their reputation (Kumar et al., 2019). These tests and theories will evaluate the staff members on the psychological level and then the authorities will choose the people who will be suitable for the resort and its guests. The theories will act as the basis for the evaluation process(Lall-Trail et al. 2023). These theories consist of many psychological aspects of the individual. Past memories and traumas will also be part of this experiment. The report will mention some sensitive problems like a person's mental stability, anger issues, moodiness, etc. These factors and characteristics trials will act as factors to screen the most suitable people for this job role.

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The Personality theories will be discussed here. The strengths and weaknesses of each theory will be mentioned here to understand the screening process of staff members of the resort. The psychometric tests will be conducted on the visitors to evaluate their behavioural patterns. The advantages and disadvantages of these tests will be discussed in this report. The intelligence theory will be used to measure and test the awareness level of individuals. The staff members will be faced with different situations so that they can show their real behavior. The staff members with a negative attitude will be terminated. These negative traits will be the ones, which are included in these various types of theories & tests.

Personality Theories

The Big Five Personality Theory:

McCrae from the “National Institutes of Health” along with two people named Warren Norman with the help of Lewis Goldberg from “the University of Michigan” discovered these character traits which are three present in humans and these character traits can be analysed and evaluated based on five main dimensions (Atherton et al. 2021). The word “OCEAN” can be used to remember these five most popular personality traits under this theory. These 5-character traits of humans are - the level of openness, trait named extraversion, nature of agreeableness, human conscientiousness, and neuroticism.

Figure 1: The Big Five Personality Theory

(Source: Kumar et al., 2019)

Openness also referred to as openness to experience, focuses and motivates imagination and also gives a brief insight into all of the five human traits of personality. Persons who highly believed in openness traits have a tendency to retain a wide range of interests. These people look more curious and interested in the world (Jach and Smillie, 2019). Other than this people feel eager to learn better things for happy life and enjoy their new experiences. Candidates who have such a nature should be appointed by the company because these people will form friendly bonds with their guests and will make the visitors visit the resorts once again.

Among these personality traits, the trait named conscientiousness is the one that is defined by higher levels of thinking, positive control of impulse, and by behaviours that are goal-directed. Highly conscientious persons develop a tendency to become organized person in nature and a person whose mind is full of details (Bazkiaeiet al. 2019). They plan way before other people and try to be thoughtful about others. They think about how their behavior going to affect others. These people are mindful of deadlines. Making these people join the company is beneficial for the company as these people will be empathetic towards the visitors of the resorts.

Extravagant is a trait that helps people easily create bonds with outsiders within a limited time. People who have these traits often attract more people towards them because of their nature and kind behavior. The extravagant nature is a blessing in disguise for people who want to join the hospitality business like this. This is the reason the selectors of the company must choose such staff members and even appoint more people like this to save their reputation in the eyes of its customers (Sosnowska et al. 2019). Members who lack such traits need to cope with the system and change themselves to remain part of this company.

People who have less of this personality trait or are introverted in nature tend to be more conservative. These people contain less energy and cannot expend it in basic social settings. In most social events, these people can feel drained out of their energy. Introverts are often required to provide themselves with a time frame of calmness and quietness in order to "recharge" themselves (Atherton, et al. 2021). Companies need to fire these people as they are not so interactive with the guest and the guests can feel awkward and uncomfortable with these people.Agreeableness should be there in the people who are in the hospitality business to provide proper care and services to the guests. Sometimes the guests can be rude but the staff members need to control themselves and agree with whatever possible and ethical things they can do for that customer. This nature can both have good and negative aspects.

Neuroticism is a characteristic trait, whichdeals with a person's mood swings, sadness, and emotional unhappiness (Budnick, etal. 2020). A person with such traits can be problematic for the customers because of their extreme mood swings issues. So, it is better if the resort's authorities fire these kinds of people.

Freud's theory:

The “Psychoanalytic Theory” is one of the popular and useful theories of personality which is related to a specific notion. This notion says that an individual person gets motivated by unseen forces more than seen ones. These unseen forces are controlled by the conscious and the rational thought. Freud's theory comes under this theory and deals with psychological behaviors.

The above figure denotes the models which can be used as references for the experts or the panelists of the given company “ERR” to evaluate their current staff members and also new people who want to join. These models come under a theory named Freud's theory (Windsor, 2020). Persons who want to test others by this theory are put under pressure and other unpleasant situations to see their behaviors and reactions to determine their personality. The people are also asked about their past experiences from different angles to check whether the theory has any traumas or not. Past traumas can affect the behaviors of the person towards other Persons in the present time.

The psychoanalytic theory approach tries to make humans explore their memories from the past time and to make them understand how those memories affect the present difficulties that these people face psychologically (Zhang, 2020). It tries to help patients by finding different ways and methods to forget the traumas and heaviness of their past experiences so that they can live a more happy and satisfied life in the present. The strengths of this theory are mentioned here.The majority of the “psychodynamic theories” are not formed on the basis of the experimental research approach. The methods which are used here and the invented theories of this approach help in the thinking of human beings that have contributed to the developmental processes of the other psychological experiments.

The weaknesses of this theory are - this theory of Freud has a tendency to over-emphasize the aggression level, unconscious mind, and childhood experiences and traumas of a person. Using these events to select staff should be considered unethical practices. Many people acquired negative traits due to these past incidents and triggering those memories for their own benefit can be problematic (Amelia, and Daud, 2020). These concepts are hard to follow and these theories are not effective real world. Sometimes many people are smart enough to pass these tests even when they have behavioural issues. As mentioned in the case study, this company is facing huge issues and getting complaints from their customers about the rude and unfriendly behaviour of their kinds of stuff. This is the reason it will be easier for the higher authorities to follow these theories and create some unpleasant situations for the suspected employees and observe behaviour under pressure in disguise.

Intelligence theory

The main goal of this project is to evaluate the psychometric tests “Enchanted Ruby Resorts” will use to recruit new and suitable staff and terminate the staff who have negative reviews and reasons behind using the tests.

Howard Gardener's Theory of Multiple Intelligences

Gardner's Theory suggests that intelligence is not described by one quality but by the summation of multiple qualities. This theory is proposed by psychologist H. Gardner. There are eight intelligences mentioned in this theory (Serpes, 2019). These are intrapersonal, Interpersonal, Linguistic-verbal, Visual-spatial, Logical-mathematical, naturalistic, body-kinesthetic, and musical.

Intrapersonal intelligence means an individual's strong awareness of their own feelings, emotions, and motivations (Moleka, 2021). They seem to enjoy analysis and self-reflection such as exploring relationships with others, assessing their own strengths, and daydreaming. Individuals who have this intelligence can control their emotions in any situation and improve their work relationships. However, the main drawback of this intelligence is that the individual can get distracted from work. Interpersonal intelligence represents the individuals who are pro at interactions and understanding with other people. This kind of intelligence can be described as individuals who are good at knowing and understanding the emotions, desires, intentions, and motivations of other people.

This kind of intelligence can help an individual to understand the client's needs and demands easily. There are no such weaknesses in this kind of intelligence behavior. Individuals who show linguistic-verbal intelligence can express their thoughts well through words in speaking as well as writing (Choudhury, 2021). These kinds of individuals are good at memorizing information. Giving customers proper information about the rooms or services of the resort can be easy for staff with this kind of intelligence. While this skill can be useful in most parts, some customers may find this boring. The visual-spatial intelligence refers to a person who has a good visualization of things. These individuals can be good at giving directions (Wulansariet al, 2022). Individuals with this kind of intelligence can recognize the behavior pattern of customers to properly plan or suggest good service options based on those behaviors. However, they might make mistakes when working a little artistically.

Individuals who are good at reasoning, recognizing and solving patterns, and logically analyzing problems, fall under the category of logical-mathematical intelligence. These kinds of individuals love to think in conceptions about patterns, relationships, and numbers. The main strengths of the individuals who show this kind of behavior are analysis of problems and solving them properly. This kind of behavior can be helpful for ERR employees as they can solve any unwanted and sudden problems that will come up; however, they can react quickly in messy situations and make quick decisions. Naturalistic behavior is the newest edition of Gardner's Theory (Sadiku et al, 2021). It indicates those who love to explore nature and learn about other species. It is stated that these people can sense the slightest change in nature.

This behavior is helpful for ERR employees as they can work with nature to decorate the resort and increase its beauty to attract more customers. People with this sort of behavior cannot really work properly in other conditions such as indoor jobs. Body-kinesthetic intelligence implies those who have good body movements, speed, and physical control. These individuals have proper hand-eye coordination (Jabar et al, 2019). These kinds of employees will bring a lot of benefits as they can work fast and steadily in any job position. But, working these fast can be problematic for other employees if they cannot cope with them. Individuals who try to do their works with proper musical and rhythmic patterns. They divide their work in a suitable rhythm which can help them complete the task more easily and perfectly. These sorts of employees can set their work in a rhythmic pattern to complete them properly, but they can easily be distracted.

Two-factor Theory of Intelligence

This theory was proposed by Charles E. Spearman in the year of 1994. The two factors mentioned in this theory are 'general intelligence' and 'specific ability' (Mabel and Olayemi, 2020). They are also known as 'g+s' factors. According to this theory, a student can be good at a theoretical subject due to his general intelligence and specific ability, which can be determined as 'g+s1'. Similarly, that student can also be good at scientific subjects which can be determined as 'g+s2'. Since the "g" factors are common in both of the above-mentioned cases, the performance of the student can be elaborated through "g" factors. As mentioned by Sari et al (2020), the 'g' factor represents an individual's capability of doing general 'mental ability' tasks, whereas the 's' factor resembles the ability to recognize another individual's specific abilities. It is stated that the amount of the 'g' factor in an individual determines the chances of their success in life. A person with a prominent amount of the 'g' factor has more chance of success than a person with a low amount of the 'g' factor. The 'g' factor of an individual can be shown in various cognitive activities, but the 's' factor cannot be shown in various cognitive activities.

This theory can be implied while recruiting suitable staff for ERR. If an individual can complete various works successfully, he or she might have a higher 'g' factor. Testing the eligible candidates' multitasking abilities can make sure they can handle work pressure as well. This can make the workforce of ERR stronger. However, ERR has to make sure that they can also make use of their 's' factors to recognize the abilities of proper candidates while hiring.Implementation of these intelligence theories while hiring suitable candidates using psychometric scales can help the company find the most dedicated and impactful employees who can help ERR fulfils customer satisfaction and their objective towards positive employee behaviour.

Psychometric tests

Psychometric tests are associated with the measurement of the general behavior of a person. Psychometric tests are used by an organization to estimate a person's personality, intelligence ability, potential, and behavior. According to the statement of Adams et al.(2020). All of the tests are designed to offer the overall appropriateness for a certain role on the basis of the performance of the employee. According to the statement of Ren et al.(2021), the result of the test determines the ability of the employee who will work in the organization.The ability of the employees is associated with the proper and desired performance of the organization. As a result, according to the statement of Yam et al. (2019), the time selection of the staff is very much needed to examine their intelligence, and ability which will help in the growth f the organization.

Strengths of Psychometric tests

• Understanding the process of how the employees will behave at the workplace.
• Accurately experimenting with the general intelligence of the employees
• Identification of theleadership potential of the employees
• Analyzing candidate sentiments and their capacity to sustain the relationships among the leaders and the employees

Limitations of Psychometric tests

• The results of the test are not always accurate
• Methods are not always realistic
• This can make the candidate nervous at the first stage
• Unable to answer the work by affecting with nervousness

Issues in conducting Psychometric tests

The persons who are associated with conducting the psychometric tests are not always free from a biased mentality. According to the statement of Suifanet al. (2020) In many cases, it has been observed that the biases of the employees in the assessments of the different types of issues in conducting the test. As a result, according to the statement of Spiteri et al.(2022),the consequences of the tests do not become authentic many times.

Different types of Psychometric tests

Personality Inventory Test

This type of test evaluates the personality features of individuals employee, providing insights into behaviour, and interpersonal skills, communication style, the company ERR can also use this test at the time of the recruitment process to provide assurance to the candidates maintain the desired features for customer service positions. In addition, this test can also be administered occasionally to the existing staff or the members for the identification of any negative behavioralpatterns. In the organization, it is very necessary to manage the conflict between the other employees in the organization to decrease the risk of reduced work within the organisation.

Emotional Intelligence Assessment

Emotional intelligence is very crucial in every industry, as it allowed employees to understand and control their feelings effectively. According to the viewpoint of Johnson et al.(2020), an Emotional Intelligence assessment may help the company ERR in the identification of the candidates and members who possess strong emotional intelligence, allowing them to deliver excellent customer service and manage all challenging situations with proper ability and empathy.

Service Orientation Test

The service Orientation Test is conducted in the organization to detect the different aspects of the service in the organization. This test evaluates an individual's tendency toward delivering exceptional service. As per the statement of Clark et al. (2019), it calculates different factors such as responsiveness, attentiveness, and willingness to go beyond to meet the needs of the customers. according to the statement of Suifanet al. (2020), This type of test also helped the organizational head in the identification of the ability of service of the candidates and members who have specific strong service orientations which are dedicated to the delivery of outstanding experiences. All of the qualities that an employee needs to work in the organization are mainly based on the ability to understand and conduct the procedure of the work with the specific ability. According to the statement of Blank et al. (2019),if the employees are not able to conduct the work in the organization the organization will never become able to reach the desired destination in the desired time limit. As a result, as per the statement of Clark et al. (2019), it is needed to church their intelligence and the ability to work in the organisation of different employees to reduce the risk of being unsuccessful to reach the destination according to the strategies of the business.

Teamwork and Collaboration Assessment

This assessment assesses an individual's capacity to work actually in a team atmosphere. According to the viewpoint of Johnson et al.(2020), it estimates skills such as cooperation, communication and willingness for supporting and collaborating with other colleagues. Strong teamwork with proper collaboration is important in the industry to ensure a seamless operation with a positive work culture.in an organization, the working ability of the individual person is not enough for maintaining the work in the organization. According to the statement of Cheon et al. (2020), there are also some qualities that are needed in making the proper workflow in the organization. The quality is based on the teamwork in the organization.

Ethical consideration

At the time of conducting a Psychometric test, the organizational heads have to take into consideration that everyone in the examination is not emotionally strong. In this case, the anxiety of the people may occur in the organization. As a result, according to the statement of Qing et al. (2020), anxiety, people may develop a number of psychological problems. In this case, the organization has to take into consideration the mental ability of the individual. According to the statement of Suifanet al. (2020), they should not start the rise of any type of question if the employee is seen to be comfortable answering all of them. According to the statement of Cheon et al. (2020), the organization head has to respect the secret of the employees if they find that they are not wanting to disclose any type of data on this question. The employees have the right to maintain the confidentiality of a specific topic. As per the statement of Clark et al. (2019), the organizational head also has to take into it to their consideration at the time of making the pattern of the question.

Specific personality and intelligence test

In the specific case study, the company Enchanted Ruby Resorts are facing problems in the recruitment of new employees. The company is also facing problems in maintaining the working culture in the organization as the morale value of many of the employees is becoming down day by day. As a result, the growth of the company has slowed down. In the purpose of getting the proper flow of work in the organization, the company may choose the test processes such as Service Orientation Test, Teamwork, and Collaboration Assessment in the time of new requirements as both of them will be a good choice for assessing the working capability of the employees with the ability to work on the multicultural environment.

It has been seen in various studies that the employees are not able to conduct their work though they all are capable of doing it. In this purpose collaboration among the employees in the organization is needed to maintain the proper workflow. In the organization, many of the employees come from different parts of the country comers on a regular basis. It is needed to make a connection and communication among the employees to make the uninterrupted flow of the work. In the organization, any type of bad behavior toward a different culture should be entertained or allowed. the organization has to make strong rules and regulations have to make and should be followed by the employees in the organization. In the business of hospitality, the employees are very essential to maintain the workflow as a team. In this aspect, the organization has to make some steps for developing the connection in between the people or the employees in the organization.

It has been seen that on many occasions the hospitality business is making a profit with the arrival of a huge number of people in the resort. The people are coming to the resort for making their holidays better than before. In this case, they will not become able to spend stress-free time with the proper emotional peace if the organization fails to make the desired situations for the guests. The internal conflict of the employees reflects on their behavior. This is not desired in hospitality. As a result, according to the statement of Suifanet al. (2020), the downfall of the company will start. In order to avoid the risk, the company has to make an unbiased culture in the organization to maintain the proper flow of work with the increasing chance of customer retention. For this purpose, the company has to make the mentioned test in order to assess the working ability of the employees and the ability to work as a group member in a multicultural organization.

Conclusion

The overall study deals with multiple tests and practices based on different psychological theories to examine and evaluate the staff members of the resort of "ERR company". The screening process of the staff members mostly focuses on their behavior and attitude problems. Some of the behavioral issues are based on their past experiences and traumas (Fine, et al. 2020). However, the resort authority cannot afford to keep them because they have to save their own reputation. Detailed information about psychometric traits is discussed here in the project report. The various types of these psychometric tests are also included here in this project. Intelligence theories are also part of this report. Two of the most popular intelligence theories have been discussed here to understand the psychological conditions and reason behind the staff member's attitude toward the guests.

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