Vendre du luxe au rabais :. Une étude de cas dans l'hôtellerie haut de gamme à Paris

This article focuses on a growing industry: luxury hotels in Paris. As in companies located in the middle and bottom of the hierarchy of the sector, employment is often precarious and workers are unskilled. Training is ?on the job? and in emergency, the sexual and ethnic division of labour intersects the organizational boundary between front and back office. The organization does not really grant employees autonomy and does not value their professionalism. Empirical evidence shows that the tensions around the quality of services are very common. All the same, these hotels display highly personalized services. This is why the deference and helpfulness of the staff are particularly important: they save appearances while sanctifying customers? ?self?. The expansion of the luxury hotels industry does not therefore mean an improvement of working and employment conditions. It is rather accompanied by the emergence of luxury hotels providing second-rate services.