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The Hotels

In: The Hidden Meaning of Pay Conflict

Author

Listed:
  • Michael White

    (Ashridge Management College)

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.

Suggested Citation

  • Michael White, 1981. "The Hotels," Palgrave Macmillan Books, in: The Hidden Meaning of Pay Conflict, chapter 6, pages 62-78, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-349-04734-5_6
    DOI: 10.1007/978-1-349-04734-5_6
    as

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