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“For Your Safety”

“For Your Safety”

Chapter:
(p.69) Vignette Three “For Your Safety”
Source:
Housekeeping By Design
Author(s):
David Brody
Publisher:
University of Chicago Press
DOI:10.7208/chicago/9780226389264.003.0006

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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