Highlights COVID-19 has caused an unprecedented crisis to all industries around the world. The perceptions of job insecurity had negative effects on the engagement of deluxe hotel employees caused by COVID-19. The employees who do not have high job engagement, enthusiasm, and focus on the job have increased turnover intent. Job insecurity caused by COVID-19 is a considerable and significant factor in decreasing job engagement for Generation Y.

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Purpose – This paper aims to explain the relationships among employees’ positive psychological capital (PPC) (hope, self-efficacy, resilience and optimism), job satisfaction (JS) and organizational citizenship behaviors (OCBs) in deluxe hotels. This study also seeks to analyze the effect of JS on the employees’ OCBs. In an era of global competition when the speed of change is increasing, companies’ competitiveness depends on how well they adapt. To respond flexibly to changes, knowing how to use intangible resources is crucial. Design/methodology/approach – This study was administered to 324 deluxe hotel employees using a self-administered questionnaire. Following Anderson and Gerbing’s (1988) two-step approach, confirmatory factor analysis was first undertaken to assess the overall fit of the three-factor model, structural equation model which was used to examine the hypothesized relationships between the constructs. Findings – The findings showed that employees’ hope and optimism among PPC have a significant effect on their JS; their hope and resilience affect OCBs. Employees’ satisfaction was positively associated with their OCBs. Practical implications – It was verified that PPC was an important performance factor that could improve hotel employees’ attitudes and organization’s effectiveness. Employees with high PPC were high in satisfaction with job, positively helped coworkers or superiors, and had high possibility of doing devotional action for organization. Accordingly, there will be a need of forming favorable working atmosphere so that employees can perform job with positive psychology, and of seeking diverse support programs such as counseling program or leisure activity. Originality/value – Most previous studies have examined PPC mainly in general industries; however, this study focused on hotels as a hospitality industry. This study will have significance as the initial research of having considered that the hotel employees’ PPC formation has significant influence upon the JS and OCBs. It is predicted that positive psychology of hotel employees in a job situation leads to various efforts to develop their organization and their own development, thereby creating performance and strengthening management power.

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