Personality And Intelligence: Enchanted Ruby Resorts Case Study

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Introduction: Personality Theories for Enhancing Employee Performance

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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 behavior 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. 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). Theoretical understanding of the individual is the most important aspect for the giving direction to the individual for the required outcome in the work spheres. Along with this, there is the scope for the evaluation of the reasons for the lack of customer satisfaction for the high sense of the profitability in this respect.

The Personality theories will be discussed here and this would be generation of the insights regarding different particularities of the personality disturbances. This is suggestive of the fact that the success of the management of the employees and ensuring of their performance is coextensive with understanding of their psychological knowledge. The strengths and weaknesses of each theory will be mentioned here to understand the screening process of staff members of the resort.

Personality Theories

The Big Five Personality Theory:

McCrae from the “National Institutes of Health” along with two people d 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). Here the understanding of the five factors is quite important on several fronts for a couple of reasons in order to successfully classify the people into separate categories.

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. These very personality traits have to be understood on the ground of their implication on their potential to cater to the speic fic business needs. The traits of openness are having the prospect of utilization of the business as they could attract and successfully interact with specific customers who are having been attracted in this respect (De Bortoli et al. 2019). The evidences have shown the fact that while there is more of the use of openness can successfully attracts the customers and therefore stress has to be given to the openness of personality that would promote the prospect of more consumer retentions.

Among these personality traits, the trait d 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). The fact is that is the most important trait by which the organization could successfully bring the clarity in the organizational context in the current respect. This very personality test has the direct relation to the aspect of the increasing of the respective consumer demands and bringing more satisfaction for them (Atherton et al. 2021). They plan way before other people and try to be thoughtful about others. They think about how their behavior going to affect others.

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 behaviour. The importance of being extravagant is quite important on several fronts and this personality types have to be utilized by understanding their potential to contribute to the business profitability and customer acquisitions. The extravagant nature is a blessing in disguise for people who want to join the hospitality business like this (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. Along with this, it has to be noted here that those who are extravagant in nature can interact with the much more robust way and bring higher levels of productivity. Now it has been noticed that with the passage of time, there is more need to the inclusion of the people who are extrovert and extravagant in nature. 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. This is another aspect of the personality types in which it has been noticed that with the passage of time there is more inclusion of the agreeableness in the working spheres. This has been supposed to be more important in the marketing places and this is quite important to notice that the people who are more agreeable are found to be much more capable of doing the related stuffs in the process of marketing (Jayawickreme et al. 2019). As per the current situation of the company, there are the instances of the hard times where there is more upfront incoming of the complaints from the customer fronts. In this very back drop there is significant chances for the recoveries in this respect through assuaging of the customers.

Neuroticism is a characteristic trait, which deals 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. There are several particularities involved in the neuroticism and there is the need for the identification of the factors that lead to the maximization of the positive factors in this respect. It has been the imperative for the analysis of the negatives aspects of this psychological attribution for addressing them in much more linear fashions. This is therefore the factor that highlights the issue regarding the level of emotional stability a particular personality is having in this respect (McNaughton and Corr, 2022). The continuation of the working according to the case study would be a lot more promising in this respect.

Freud’s theory:

The “Psychoanalytic Theory” is one of the popular and useful theories of personality which is related to a specific notion. These unseen forces are controlled by the conscious and the rational thought. Freud’s theory comes under this theory and deals with psychological behaviours.

Figure 2: Model of Theory of Freud’s

(Source: Self-developed)

The above figure denotes the models which can be used as references for the experts or the panellists of the given company “ERR” to evaluate their current staff members and also new people who want to join. The understanding of Freud regarding the human psychologies is very much related to their implication on the factors like hidden psychological patterns. This dynamics have been properly correlated with the structure of human psychic components postulated by Freud called the id, ego, and superego (Harahap et al. 2020). 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 behaviours of the person towards other Persons in the present time.

The psycho-analytic model of Freud that put stress on the very fact that there is higher chances for the return in case the elements of the customer satisfaction could be identified well. As per the understanding of the case study, there is the specific need of development of the consumer's buying preferences and thought this their particularities of the needs have to be fulfilled accordingly in this respect (Roos and Kazemi, 2022). Following this theory, there is the need for the inclusion of the specific dynamics like visual, auditory and tactile elements that would be facilitating the management of the customer needs. Based on these very particular aspects of theory, there are the maximum chances for the getting of the outputs.

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). According to the understanding of Freud, the id is that component of the personality that is like with the most primitive impulses of human being. Being the entirely unconscious, the role of id is to ensure the fact that the motivational aspects o of the mind is kept intact. This is the understanding based on which one can dive into the specific particularities of the human personality (Takahashi et al. 2021). The importance of this theory is linked with the giving shape to the current views of dreams, sexuality, personality, childhood, memory and therapy.

The specific weaknesses of the theory encompass that this theory of Freud has a common tendency “to over-emphasize the aggression level” childhood experiences, unconscious mind, and past 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. Among the most important weakness of this theory, the implication of overemphasized unconscious mind is the most critical one. This is sometimes very much criticized by the people for their lack of stress on the other properties of mind. 

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. 

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. The most important aspect of this intelligence is that through this process there are the chances for the deeper understanding of the information. According to the overall understanding of this theory, there is the presence of the multiple dimensions of the human intelligence and there is the need for the understanding of these multiple dimension in order to successfully utilize them (Ali, 2019). 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. 

Figure 3: Theory of Multiple Intelligence by Howard Gardener 

(Source: Tanner et al., 2020)

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 behaviour. Individuals who show linguistic-verbal intelligence can express their thoughts well through words in speaking as well as writing (Choudhury, 2021). Most importantly, this intelligence theory has supports the idea that there is the need for the evaluation of the unique strengths and weaknesses of the individual personality. The visual-spatial intelligence refers to a person who has a good visualization of things. These individuals can be good at giving directions (Wulansari et al, 2022). Individuals with this kind of intelligence can recognize the behaviour pattern of customers to properly plan or suggest good service options based on those behaviours. However, they might make mistakes when working a little artistically. 

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.

Two-factor Theory of Intelligence

The two-factor theory of intelligence was published by Charles Spearman in the year 1904 with the aim of analysing the mental aptitude of the participants. This theory can be used by Enchanted Ruby Resorts to test the intelligence or cognitive mindset of the employees in terms of recruiting fresh candidates or terminating the existing employees. While evaluating the tests, Spearman identified that there were some scores of the participants, which were similar in every test (Robinson et al. 2020). The main thing that is to be noted here is that the management of Enchanted Ruby Resorts should recruit the candidates according to the cognitive mindset and mental aptitude of the candidate, which will be better for the organisation in terms of fulfilling customer needs. Spearman proposed that intelligence has two factors which are the "g" factor and the "s" factor. The "g" factor is linked to the general ability and the "s" factor is linked to the specific ability, which in turn highlights the cognitive mindset of the employees (Shearer, 2019). The coefficient of correlation is determined through the statistical representation of all data that are found from the individual scores of the candidates. It is a non-parametric measure of correlation that is calculated by taking all the variables associated with the skills of the candidates.

Figure 4: Two-factor Theory of Intelligence by Charles Spearman

(Source: Fuente et al., 2019)

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 the leadership 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.

Figure 5: Personality Inventory Test

(Source: Srivastava et al., 2019)

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. The main aim of implementing personality inventory tests is to reveal the insights of individual characters by asking standard questions on the topic. These tests can help in analysing an individual's strengths and weaknesses in multiple areas along with their social characteristics, motivations and attitudes.

Figure 6: Emotional Intelligence Assessment

(Source: Nikiforova et al., 2020)

Emotional Intelligence Assessment

According to the case study, the main thing about implementing emotional intelligence tests in the organisation is to analyse the necessary skill set of the existing employees and assess the personality and cognitive skills of the new candidates to hire them in the respective departments. The emotional intelligence of a candidate can be assessed by the organisation to have the data related to assessment, which will easier the hiring process of the fresh candidates. There are three generally accepted ways to measure the emotional intelligence of employees which are self-reporting, other reporting and ability testing.

Figure 7: Service Orientation Test

(Source: Rank et al., 2019)

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. The service orientation tests evaluate the relevant skills of the employees in terms of delivering quality services to the customers. There are several factors in responsiveness, attentiveness, and willingness of the employees that go beyond to meet the needs of the customers. According to the case study, service orientation tests play an important role in identifying the service delivery ability of the employees in terms of providing quality customer services (Singh and Alhamad, 2021). The main thing that is to be noted here is that the organisation with advanced tools and techniques should conduct specific service orientation tests to understand the requirements and skillets of the candidates.

Teamwork and Collaboration Assessment

This assessment assesses an individual's capacity to work actually in a team atmosphere. Teamwork and collaboration assessments are important things that need to be measured by using both quantitative as well as qualitative methods in terms of describing the processes, inputs, processes and techniques of the existing team members (Yousaf, 2020). Teamwork and Collaboration helps the team members to enhance the skills and mindset of the employees. Moreover, it will help Enchanted Ruby Resorts to deliver effective services to its customers. 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. While conducting the psychometric test, the organisation needs to take into consideration in terms of examining the mental status, cognitive mindset and personality of the individual. Niemand et al. 2021 stated that the psychometric test may be a slight disadvantage for the organisation due to which they might get anxious. There are a number of psychological problems associated with a human being that have to be considered by the organisation while taking the psychometric tests of the candidates. The level of questions should be moderate in terms of having an ethical approach in the psychometric tests to assess the cognitive skills and personality of the candidates. 

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.

Enchanted Ruby Resorts is an organisation that faces enormous problems in terms of recruiting fresh candidates from the market. Through individual and specific personality tests of the employees by using quality assessment tools using evaluation of an individual's personality attributes to gain insights into their motivations and working styles. As far as the hiring process of the candidates is concerned, the organisation should aim to focus on the specific personality and intelligence attributes rather than focusing on the group exercises (MacCann et al. 2020). 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. In this aspect, the organization has to make some steps for developing the connection in between the people or the employees in the organization. 

Through the factor theory of intelligence, Howard Gardner's intelligence theory, Freud's theory and the Big Five personality theory, organisations such as Enchanted Ruby Resorts will definitely improve the recruitment process of their business. It is important to initiate some advanced tools to analyse the specific personality of the candidates and hire them according to the needs of the business. The main thing that is to be noted here is that there are several advantages that can be achieved by deploying personality assessment tools in the workplace. It can serve as a specific assessment of the personality in terms of analysing the specific skill set and cognitive mindset of the employees in the organisation (Castillo-Gualda et al. 2019). The key tools or techniques that can be implemented by Enchanted Ruby Resorts are the improvement in company culture and collaboration, driving a self-improvement mindset in the candidates and better employee engagement and team experiences. 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

This study reflects the personality assessment of the employees using different psychological theories to examine the cognitive skills and personalities of the existing employees. The main thing that is to be noted here is that Enchanted Ruby Resorts should focus on individual-centric psychometric tests rather than group psychometric tests to analyse the personality of the employees. Through the application of intelligence theories and various psychometric tests, the organisation can improve the condition of the workplace in terms of maintaining skilful employees to achieve sustainable growth. The customer needs will be fulfilled with ethical and polite behaviour of the employees in the organisation. 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. 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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