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“For Your Safety”

“For Your Safety”

(p.69) Vignette Three “For Your Safety”
Housekeeping By Design
David Brody
University of Chicago Press

In this vignette, Brody recounts his own experience with the management of the Hotel Bel-Air after the fireplace in his room exploded and injured him. Using his own experience as evidence, Brody explains the difficulties involved in finding a solution for complex and unexpected service situations in the hotel industry, and guests’ expectation of “emotional labor” from employees assigned to deal with these situations.

Keywords:   hotels, hotel service, service management, emotional labor

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