Premium Essay

Emotional Labor Hospitality Industry

In: Business and Management

Submitted By onicepeck
Words 907
Pages 4
DOING EMOTIONAL LABOUR: DEALING WITH IRATE AND MESSY GUESTS The reception section had to deal with multifarious demands and queries by guests: ‘the front desk is more pressured [than switchboard], they get millions of questions’ (Guest Services Manager). This constant questioning regularly involved being on the receiving end of complaints, or as one woman who had transferred into the front desk from another department described it, ‘when you’re actually at the front desk, you get it’ (FDA1).5 As Faulkner and Patiar (1997, p. 104) have commented, ‘whatever the cause of the guests’ dissatisfaction, it is the front office staff who are required to deal with them face to face and resolve the problem’. Resolving guests’ problems involved having to manage both the guests’ and their own feelings and in so doing undertake emotional labour, along the lines indicated by Hochschild (1983), in which smiling through adversity was an expected part of the job. Dealing with ‘lots of complaints’ and the complex negotiating skills involved in doing so was described at length by one of the women front desk agents:
That’s one of the things that’s tiring. I have to sit there and smile and be happy and be jolly for eight hours a day. And then have somebody come and like scream 51 Just Labour: A Canadian Journal of Work and Society – Volume 10 – Spring 2007 in my face or like, getting all upset. We’re obviously here before the restaurant, here is where the housekeeping [unclear], we’re always here and then we have to figure out what does this guest want, all those things. […] You can’t freak out at people, it’s not appropriate, you know. Generally people will start out all heated and then you kind of just like, you know, ‘I’m listening to you, it’s OK, we’ll figure it out together’, that sort of thing. […] But it’s hard sometimes when someone’s like screaming at you for something that’s…...

Similar Documents

Premium Essay

Hospitality Industry

...I. Introduction Hospitality industry is one of the most in-demand industries nowadays. Hospitality management involves the planning, organizing, directing and controlling of human and material resources within the lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. All of these separate yet related segments of the hospitality industry are interrelated to deliver kind and generous services to guests. This is also one of the oldest businesses in history. People have always gone out to eat sometimes and traveled for work or leisure purposes. The industry is responsible for providing primarily food services and accommodations in places such as hotels, resorts, conference centers and theme or amusement parks. The catering or food service industry, which overlaps with the hospitality industry, primarily provides food services to institutions (such as schools, hospitals, or governmental operations), private industry (such as corporate cafeterias or motion picture studios), and private parties. Many people are enticed to bring up a business that is related to food service industry because of many potential markets that are all around the globe. However, to bring up a good food related business, one must be familiar to feasibility studies. A feasibility study looks at the viability of an idea with an emphasis on identifying potential problems and attempts to answer one main question: Will the...

Words: 337 - Pages: 2

Premium Essay

Emotional Labor

...Emotional Labor and the Pursuit of Happiness Emotional Labor shows the dimensions and costs of an employer's hold on their employee's personality. Portraying the social service employee as the employer's puppet, the employer needing full control over their mood, image, fashion, etc. . Furthermore, people are bound emotionally to jobs that require specific "personality types", thus, taking an emotional toll on the employee. This prevents and at the same time creates a different personality on the individual that stops them from pursuing their own interests and happiness. For example like the depiction of a flight attendant being emotionally trained to look at a negative situation as "the passenger having a bad time", perfectly illustrates the point that employers are consistently trying to control their employees, yet simultaneously the social workforce loses its sense of autonomy and individuality and gains the corporate or employer's desired identity. Consequently, emotional labor is divided into two groups; the few who are in control and the many that are being controlled. Such a system binds individuals to their level in the occupational hierarchy, being either forced to alter their behavior and feelings for the sake of employment or forcing others to abide by corporate images. Ultimately, gender and racial roles are exacerbated by employers’ emotional manipulation, allowing business organization and desires to control the values and ethics behind society. Where can......

Words: 373 - Pages: 2

Premium Essay

Hospitality Industry

...help drive revenues. Focusing on the strategy, marketing, HR and IT aspects of services management can help the hospitality industry immensely. This timely book covers the various aspects of the hospitality industry and services management. The first section describes the status of the hospitality industry in India. The first paper gives an overall view of the hospitality industry in India in terms of consumer adaptiveness, brand recognition, consolidation, demand/supply, HR, marketing, finance and infrastructure related aspects. The other papers in this section discuss aspects such as the role of environment safety and security, the role of organisational leadership in the Indian hospitality industry, and the growth and scope of the industry with special reference to the Indian tourism industry. However, there is a lack of flow in the text. The next section deals with HR issues in the hospitality industry, providing a lucid explanation of factors that go into choosing competency modelling techniques in India and the UK. The four papers in this section cover the issues of employee motivation and empowerment, the costs associated with staff turnover in the hospitality sector, and approaches to mapping competencies and identifying appropriate HR strategies in the sector. The third section is devoted to strategic implementation issues involved in the hospitality industry. The first paper explores the practical and research implications of a study undertaken to identify the......

Words: 470 - Pages: 2

Premium Essay

Mcs in Hospitality Industry

...Economics and Management Lund University Department of Business Administration The Use of Management Control Systems in the Hospitality Industry Supervisor: Per-Magnus Andersson Authors: Richard G. Sicari Fredrik J. Söderlund i Abstract Title: Seminar Date: Course: Authors: Advisor: Key Words: The Use of Management Control Systems in the Hospitality Industry 2011-06-01 BUSP02: Master Thesis in Accounting and Management Control Richard G. Sicari and Fredrik J. Söderlund Per-Magnus Andersson Hospitality Industry, Management Control Systems, Performance Measurement, Contingency Approach, Multiple Case Study The purpose of the thesis is to describe and analyze the use of management control systems in the hospitality industry. Purpose: Methodology: The study is mainly a descriptive, multiple case study based on deductive reasoning. However, explanatory elements occur. The nature of the study is to a large extent qualitative and is primarily based on interviews and analysis of current management control tools. The analytical strategy includes pattern matching, explanation building and cross-case synthesis. Theoretical Perspectives: The main text editions included are Anthony and Govindarajan (2003 & 2007), Lindvall (2001), Merchant and Van der Stede (2007) and Samuelsson (2004). Furthermore, the use of management control systems in the hospitality industry is examined using literature such as Harris (1995), as well as other articles. Empirical Foundation: There are four......

Words: 36462 - Pages: 146

Premium Essay

History of Hospitality Industry

...2.1 History of Hotel and Catering Industry A hotel is an establishment that provides lodging paid on a short-term basis. The provision of basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small table and a washstand has largely been replaced by rooms with modern facilities, including en-suite bathrooms and air conditioning or climate control. Additional common features found in hotel rooms are a telephone, an alarm clock, a television, a safe, a mini-bar with snack foods and drinks, and facilities for making tea and coffee. Luxury features include bathrobes and slippers, a pillow menu, twin-sink vanities, and Jacuzzi bathtubs. Larger hotels may provide additional guest facilities such as a swimming pool, fitness center, business center, childcare, conference facilities and social function services Hotel rooms are usually numbered (or named in some smaller hotels and B&Bs) to allow guests to identify their room. Some hotels offer meals as part of a room and board arrangement. In the United Kingdom, a hotel is required by law to serve food and drinks to all guests within certain stated hours. In Japan, capsule hotels provide a minimized amount of room space and shared facilities. Caterers and their staff are part of the foodservice industry. Catering services provided vary depending on the event and can include: cooking and delivering food to an outside location; cooking, delivering and serving food; and full-service (preparing food,......

Words: 718 - Pages: 3

Premium Essay

Hospitality Industry

...AT A HISTORIC FIVE-STAR HOTEL MOTOTRBO™ SL SERIES RADIOS MAKE THE GUEST EXPERIENCE FIRST CLASS Located in the heart of London, the world-renowned Claridge’s Hotel is famous for its five-star service and premier clientele that includes celebrities, dignitaries and the business elite. Named “Top UK Business Hotel 2009” and “Best UK Hotel for Rooms 2010” by Condé Nast Traveler, providing flawless service is paramount to this historic luxury property. Guests expect extraordinary attentiveness, responsive security and absolute discretion from Claridge’s staff. The challenge facing the hotel was how could it achieve instant, reliable and seamless communication and make it virtually invisible to guests? CUSTOMER PROFILE Company Industry • Hospitality • Claridge’s Hotel Key Features • Five star luxury retreat in busy central London • Majestic Art Deco building, first opened in 1854 • 203 rooms and suites; three restaurants, two bars, business center and health spa • More than 300 staff members • Frequented by celebrities, royalty, statesmen, socialites and business elite CASE STUDY CLARIDGE’S HOTEL, LONDON CLARIDGE’S HOTEL LONDON DISCREET COMMUNICATION, FROM STREET TO SUITE Communication devices for a hotel this sophisticated had to be sleek, discreet and stylish, too. From the street to the penthouse suite, Claridge’s sought a communication tool where function met style. It had to fulfill coverage and reliability requirements and fit neatly under their......

Words: 1371 - Pages: 6

Premium Essay

Hospitality Industry

...The Hospitality Industry – Unit 1, Task1 In this booklet, I am going to be going in to detail of seven different businesses within the Hospitality Industry. I am going to be including; turnover, number of businesses, number of employees, products, services and facilities. The Hospitality Industry in the UK is a broad and varied Industry, ranging from worldwide corporations to single person organisations. People can do more than eighty different jobs within the Industry. There are twelve other different sectors of the Hospitality Industry: Sectors of the Hospitality Industry Hospitality Services Pubs, bars and clubs Gambling Contract catering Membership clubs Hostels Holiday parks Self catering Visitor attractions Tourist services Travel services Events You can see that from the twelve different sectors of the Industry, that it is a very large, vast and broad Industry. Each individual sector is big in itself, meaning that there are many holiday parks, membership clubs, hostels etc. There are different jobs within each sector and many people are employed within each sector. One Hotel: The hotel I have chosen is Q Hotels; they are a budget chain hotel all over the UK with 21 unique 4 star hotels. They are situated in many different areas of the UK, with some in the countryside and others in the heart of the city. The dedicated staff caters to every individuals needs, whether it is the fussy ones or arranging a conference of over 150 people.......

Words: 1245 - Pages: 5

Free Essay

Team Coaching in the Hospitality Industry

...Team Coaching in the Hospitality Industry Introduction Our generation has always been overwhelmed by the never-ending technology evolutions, by a competition that everyday seems to be fiercer and by the constant pursuing of innovation and diversification. Surrounded by this very tough technological environment, we tend to forget that human capital is one of the greatest and most important factors of an organisation and that success mostly depends on the ability of developing our personal potential in order to obtain an outstanding performance. The hospitality sector in particular, involves a service that mainly depends on the people providing it. Therefore, the human capital is the most important one. This is the reason why we can compare the role of a hotel manager to that of a team coach. His duty is to guide and stimulate people towards the achievement of common goals and objectives. In relation to an article I found in the Italian newspaper “Il Corriere Della Sera” (D’antogno, Pignatelli 2004), organisations have started to hire sport coaches in order to motivate and stimulate their own teams. Results of statistics are astonishing: the productivity increases, the working mood improves and the harmony in the office grows in such a way that colleagues feel more and more part of a real team and in some cases they even end up going out or having lunch all together. Among the many examples, the one of Ettore Messina in particular caught my attention. Messina is one of...

Words: 2246 - Pages: 9

Premium Essay

Nature of the Hospitality Industry

...Introduction to Hospitality Industry UNIT 1 1.1 1.2 1.3 Meaning and definition Historical evolution and development Hospitality as an Industry 1.1 Introduction Meaning and definition Tourism is not just about the facilities and attractions provided for visitors. It is about people and especially about the relationship between the customer and the individual providing service. Everybody employed in tourism needs to have the knowledge, skills and attitudes to provide the standard of product and service that customers expect. Knowing about the tourism industry, its component parts and especially where you fit in is an important starting point to a successful career in tourism. What Is Tourism? Tourism may be described as the activities of tourists and those who cater for them. It is a highly diversified business with many component parts ranging from airlines to hotels. Tourism is concerned with providing:       Travel and transport facilities Accommodation Food and drink Entertainment/recreation Information and assistance Souvenirs Above all, tourism is a hospitality industry providing a service to visitors in a warm and welcoming way. ICHM Page 1 Introduction to Hospitality Industry Who Are Tourists? Tourists are people who for a variety of reasons travel to destinations, where they stay at least one night. Excursionists are also visitors that do not make an over-night stop, such as daytrippers or people on cruises. There are several basic types of tourists:  ......

Words: 40041 - Pages: 161

Premium Essay

The Hospitality Industry

...brief description of the hospitality industry in UK along with its size, scope and diversity in order to convince the panel of potential investors to invest in the hospitality industry. My management consultancy firm was asked to produce a formal report focussing on the foreign business people to help them to decide whether to invest or not in particular sector of the industry for the coming London 2012 Olympic games. It will provide them a brief description of different ownership styles, management styles as well as organisational structure of several different sectors of the hospitality industry. Moreover, it will also provide the detail analysis of current trends, issues and recent developments within the industry. There are different sectors in the hospitality industry like hotels, restaurants, clubs and bars, contract catering, casinos etc. The particular sector that I am going to focus is the accommodation sector i.e. hotel and I am presenting the ideas that i have generated while doing the research. INDEX PAGE Executive Summary…………………………………………2 Definition of hospitality industry……………………………4 Scale, scope and diversity…………………………………...5 Organisational Structure……………………………………..6 Contemporary issues…………………………………………7 Changes in last 20 years……………………………………...8 Current trends…………………………………………………9 Conclusion…………………………………………………….9 Bibliography………………………………………………….10 Definition of hospitality industry Hospitality industry is a very broad industry. It is not always easy......

Words: 3081 - Pages: 13

Premium Essay

Organisational Behaviour in Hospitality Industry

...Organisational Behaviour in Hospitality Industry BY GORICA STANISIC NOVEMBER 20, 2013                           Lashley and Morrison (2000) have produced definition of hospitality industry; which they see it as, compromises of commercial organisations that specialise in providing accommodation, food and drink through voluntary exchange, and highlighted that the issue of human exchange is a hart of the hospitality concept. Barrows and Powers (2009) have pointed out that hospitality industry includes hotels and restaurants and other kinds of institutions that offer shelter or food or both of them to people away from their homes. Research conducted by Hayes and Ninemeier (2009) have stated that hospitality industry has often been described as a people business. Hospitality industry is UK’S fifth largest employer and plays vital role in UK industry, employing more than 2.4 million people. Hilton Hotels Corporation is the leading global hospitality company with more than 3,000 hotels in over 74 countries (Hilton Worldwide; 2012). Understanding group behaviour in an organisational environment is a challenge and great managerial tasks. A leading author, Mullins (2007) has pointed out that organisational behaviour is concerned with study of the behaviour of the people within organisation. In his research Singh (2007) argued that organisational behaviour is a way of thinking and it is directly concerned with understanding, prediction, and control of human behaviour and......

Words: 2049 - Pages: 9

Premium Essay

Hospitality Industry

...Research Proposal Theme: The impact of recruitment and selection process in organisation. A case study of Singapore Airline Competitive advantage is a circumstance that put a firm in a strong business position compare to its rivals in the industry (Breaugh, 2008). While the hospitality industry is faced with by micro and macro environmental factors, such as overcapacity, business cycle, high risk profile, difficulty of offering unique products and intensive competition in the industry, few companies such as the Singapore Airline have managed to maintain their market position and stay competitive. There are many factors that could be linked with SIA competitiveness in the market which include the ability to shifts between poles by offering quality services in a cost effective ways and its cost of operation can be compare to budget airlines in the industry. SIA focuses on differentiation by concentrating on innovation, excellence services and aligning functional strategies including marketing, human resource and operations with the company’s business level strategy (Heracleous and Panagarkar, 2008). Background of Singapore Airline Singapore Airlines can tracked back to 1947, when a Malayan Airways Limited (MAL) Airspeed Consul took off from Singapore Kallang Airport and the name was changed to Singapore Airline in 1972. The company have 5 subsidiaries which includes, SIA Engineering Company, SilkAir Pte Ltd, SCOOT, SIA Cargo, SATS, and Tradewinds Tours. As at March......

Words: 1110 - Pages: 5

Premium Essay

Teamwork in the Hospitality Industry

...Teamwork in the Hospitality Industry Teamwork is the primary gear that enables any business to run smooth and efficient. In this paper, the role of teamwork in regards to the food and beverage industry, entertainment, and accommodation will be discussed. Outcomes will be considered, and results of effective teamwork will be analyzed. Ultimately, each component of the industry will be examined in order to conclude how teamwork makes these businesses tick. 1. Food and Beverage The food and beverage industry is often a hectic one, but in order to maintain balance, teamwork, leadership, and communication is required. According to Introduction to Hospitality 6e (Walker), this chain of organization begins with the director of food and beverage. Walker explains that the director is responsible for the overview of restaurants, kitchen, room service, and lounges. In addition, Walker writes that the director must manage the business budget, provide proper leadership for employees, identify trends in the industry, and discover any means of achieving maximum profit capabilities. This may appear as daunting and overwhelming tasks, but none of this can be accomplished without the help of the co-workers. There are many active components within a restaurant that operate in sync to provide the upmost customer satisfaction. The kitchen may be considered to be the most challenging operation within the restaurant. Many individual tasks need to be managed and executed to provide proper......

Words: 1908 - Pages: 8

Free Essay

Growth and Challenges in Hospitality Industry

...com; caooc@hotmail.com Issues, Challenges, and Trends, that Facing Hospitality Industry WANG Jin-zhao1 WANG Jing2 Abstract: This article presents findings of issues, challenges and trends that hospitality industry might fact in the year ahead respectively. Top issues that will influence the global hospitality industry in the year ahead include sustainable development calls for green hospitality, labor cost, multicultural issues and higher education. Challenges that facing hospitality include will include operating issues, marketing issues, technological issues and economic issues. Identified ten key trends that, taken together, we believe will shape the hospitality sector this year and for years to come include rapid growth in vacation ownership, integration & globalization, new management. Key words: Issues; Challenges; Trends; Hospitality Industry 1. ISSUES IN HOSPITALITY INDUSTRY 1.1 Sustainable Development Calls for Green Hospitality Going green is a white-hot issue in the hospitality-design industry. People are beginning to look at sustainable solutions in a whole new way. The perception of green has changed; it has gone from a fringe movement to mainstream. As a sign of its sweeping popularity, one of the best attended sessions at the recent Lodging Conference in Phoenix was: “Going Green: Environmentally Profitable Hotels.” Some of the pioneers of the green hospitality movement, there were to share their challenges and triumphs in working......

Words: 2650 - Pages: 11

Premium Essay

Retention in the Hospitality Industry

...Your Name Here University/ Class Teachers Name Abstract In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. When dealing with the hotel industry, the question arises as to why employees have high turnover. The first task to figuring out hotel employee turnover is to identify what the employee’s needs are and what the industry is doing to meet those needs. The article points out the need for wages. The second point discussed is safety needs. Teams benefit both the employer and the employees. The fourth need defined by Maslow is esteem. The fifth and final need mentioned is the need for self-actualization. Ultimately, the reason why the hospitality industry experiences such high turnover is because most jobs offered in the hospitality industry lack the five basics needs mentioned. Retention in the Hospitality Industry In today’s society, most people are in search for that perfect job. Many people want jobs that not only pay well, but also offer great benefits while providing a good balance between work and life. In the hospitality industry, specifically in hotels, the industry faces an increasing high turnover rate. With jobs ranging from front desk tellers, customer service agents, house keeping, maintenance and food and beverage handlers, the result of high turnover can steam from many different factors. When dealing with the hotel industry, the question arises as to why employees have high turnover? Some......

Words: 1837 - Pages: 8