The main objectives of this study were to investigate the extent of emotional labour self- efficacy, customer-service orientation behaviour and job knowledge possessed by customer-contact employees with a view to predicting the overall quality of interaction between service employees and customers to the hotels under study. Data were gathered through questionnaire. Formulated hypotheses were tested using correlation methods, and Z-test for tests of significance. Analysis revealed that emotional labour dimensions (SA, DA) were found to have significant relationship with service-orientation behaviour. In the 1 to 3-star hotels self efficacy, job knowledge and service-orientation behavior were found to be low and below average. The study revealed a positive relationship between self efficacy and service orientation behaviour. In all the variables, service employees of the 5-star were rated higher than the others. Based on above findings, it is predicted that the quality of customer experiences in these hotels is below expectation. We therefore recommend that hotel organizations should re-examine and redesign their internal marketing and human resources practices to enhance self efficacy and job knowledge.