Front Line Employees’ Social Intellect Competence Impact on Customer Satisfaction in Tourism Service

The researchers draw their attention to the fact that successful leaders, besides emotional, professional and personal competences, distinctly demonstrate interpersonal -- social competences. Analyzing the phenomenon of leadership , the authors defined, that leaders need to posses interpersonal-social competences, based on specific nervous system neurons. The newest behavior affecting invention is mirror neurons, which make people repeat/reiterate other people‘s emotions perceived through their actions.The mirror neurons are of extreme importance in organizations as employees are disposed to observe the leaders and automatically imitate their emotions. Front line employees can also be called leaders, especially in tourism industry, as a tourism manager in a tourism enterprise, a guide – on trip or excursion is very often the only person to provide information or lend help if problems arise