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`No, We Don't Provide that Service': The Harassment of Hotel Employees by Customers

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  • Yvonne Guerrier

    (South Bank Business School, South Bank University)

  • Amel S. Adib

    (South Bank Business School, South Bank University)

Abstract

Whilst hotel management's rhetoric encourages staff to provide the best possible service by satisfying customers' needs, front line staff find themselves bearing the brunt of any abusive and sexual behaviour from customers. This article analyses the experience of harassment of hotel workers by customers. The specificities of the hotel space, the elusive sexuality that exists within the hotel, and the issue of ethnicity in relation to imbalances of power between the staff and the guest are all discussed using examples of harassment of hotel workers in a variety of workplaces and work roles. The article also explores how hotel workers deal with incidents of harassment, the complex ways in which they resist, and management reaction to harassment of their workers.

Suggested Citation

  • Yvonne Guerrier & Amel S. Adib, 2000. "`No, We Don't Provide that Service': The Harassment of Hotel Employees by Customers," Work, Employment & Society, British Sociological Association, vol. 14(4), pages 689-705, December.
    • Handle: RePEc:sae:woemps:v:14:y:2000:i:4:p:689-705
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    Cited by:

    1. Laura K. Brunner & Maryanne Dever, 2014. "Work, Bodies and Boundaries: Talking Sexual Harassment in the New Economy," Gender, Work and Organization, Wiley Blackwell, vol. 21(5), pages 459-471, September.
    2. Kozak, Metin & Martin, Drew, 2012. "Tourism life cycle and sustainability analysis: Profit-focused strategies for mature destinations," Tourism Management, Elsevier, vol. 33(1), pages 188-194.
    3. Sandra Kensbock & Janis Bailey & Gayle Jennings & Anoop Patiar, 2015. "Sexual Harassment of Women Working as Room Attendants within 5-Star Hotels," Gender, Work and Organization, Wiley Blackwell, vol. 22(1), pages 36-50, January.

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