In the book’s introduction, Brody describes a memory of staying at the Bethesda Marriott hotel as a teenager and uses it to illustrate the way hotel service workers are considered by guests and management as an invisible given. He then discusses the importance of considering design and the ways people interact with it in spaces like hotels. Brody draws on the idea that design reifies power dynamics, and focuses on the issue of service design. Brody uses the introduction to outline the chapters of the book, as well as to describe the ways in which his writing has been informed by theory, historical sources, and the fields of tourism and leisure studies, as well as the author’s own work interviewing housekeeping workers.
Keywords: hotel service, service work, service design, hotel design, housekeeping, hotels