 The HotelsMichael White
Chapter 6 in The Hidden Meaning of Pay Conflict, 1981, pp 62-78 from Palgrave Macmillan Abstract: Abstract The hotel industry, like some other service industries, is of great antiquity. However, its emergence as one of the major industries of most Western countries probably dates from the period of modern travel, especially business travel, and of the growth of public annual holidays. This has required the development of a large work force, which has been superimposed on a base of traditional working methods and practices1. Many of the more expensive hotels and restaurants attempt to maintain the trappings of a past age, which have died out in most fields of life. Hotel and restaurant customers often demand a level of service which reflects this previous tradition and adopt a dominating and punitive style in their relationships with the members of the hotel or restaurant staff. This type of relationship is underlined and perhaps preserved by the custom of ‘tipping’2. The prevailing style of management in the hotel industry seems to be in tandem with this feature: overtly authoritarian and punitive3. Public reprimands of members of staff remain a standard ploy for placating irate customers. Keywords: Employment Attitude; Hotel Industry; Service Charge; Labour Turnover; Hotel Manager (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-349-04734-5_6 Ordering information: This item can be ordered from DOI: 10.1007/978-1-349-04734-5_6 Access Statistics for this chapter More chapters in Palgrave Macmillan Books from Palgrave Macmillan |
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