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Housekeeping By DesignHotels and Labor$
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David Brody

Print publication date: 2016

Print ISBN-13: 9780226389097

Published to Chicago Scholarship Online: May 2017

DOI: 10.7208/chicago/9780226389264.001.0001

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PRINTED FROM CHICAGO SCHOLARSHIP ONLINE (www.chicago.universitypressscholarship.com). (c) Copyright University of Chicago Press, 2020. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in CHSO for personal use.date: 05 June 2020

“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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