Performing: Hotel room attendants’ employment experiences

Rethinking decent work: the value of dignity in tourism employment

“…The interlink between psychological, organisational and social dimensions of workplace experiences in tourism has been established previously by Kensbock et al (2016), as well as in other disciplines (Bolton & Laaser, 2013;Gallagher, 2004). One of such examples is Jacobson's (2009) taxonomy on the conditions in which dignity promotions or violations might occur in the context of health and human rights.…”

“…Examples of studies on dignity in tourism employment include the research of Cockburn-Wootten (2012) on integrating dignity in hospitality workplace practice through communication and manager education, and highlighting the role of organisations in providing meaningful working environments. Further, Kensbock et al (2016) established that room attendants find self-respect and dignity in employment by taking pride in their work as a meaningful contribution to the hotel's success. Here, individuals actively re-affirm their own values and capabilities to counter their low social standing inside and outside of work.…”

“…Whilst the tourism sector is widely seen as a promising driver of economic growth and job creation globally, empirical studies on experiences of tourism employees paint a mixed picture of the perceived quality of work, working conditions and practices when viewed from a 'decent', or indeed 'dignified', work perspective (e.g. Higgins-Desbiolles, 2012; Kensbock et al, 2016;Wijesinghe, 2009). At an extreme profit maximisation end of a spectrum of responsibility, companies undertake unethical business practices by exploiting their workforce (Bal, 2017).…”

“…Frequently cited negative features of tourism work are inadequate working schedules, insecure employment contracts, overwork, and insufficient pay, as well as lack of progression opportunity (Baum, 2015;Lindsay & McQuaid, 2004). Moreover, tourism workers report a lack of respect and recognition from managers and co-workers, limited workplace autonomy and monotonous tasks, poor communication, and inadequate fixtures and fittings, alongside issues relating to people's identity at work (Faulkner & Patiar, 1997;Kensbock et al, 2016). Robinson (2013) even claims that the labour requirements of commercial tourism transactions are structurally connected to human exploitation.…”

“…In such problematic working conditions, employees adopt strategies of emotional detachment to protect their dignity at work. Examples in tourism employment include Poulston's (2015) study with hospitality workers and Kensbock et al's (2016) research with Australian room attendants, with one interviewee describing her work as "walking into the Tardis" (Kensbock et al, 2016, p. 112), referring to a fictional time and space dimension. Further, in an example of how sexualised and commodified labour affects workers' experiences and perception of dignity at work, Wijesinghe (2009) describes a receptionist's experience of sexual harassment by a guest, highlighting the physical and emotional intimidation, how co-workers failed to support her, and, critically, how she felt unable to report the incident, indicating organisational acceptance of such a situation.…”