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Publication Type
Conference Proceedings
UWI Author(s)
Author, Analytic
Crick, Anne P
Author Role
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Author Affiliation
Department of Management Sudies
Paper/Section Title
Recruiting and Selecting emotional and aesthetic labourers for the 'home away from home'
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Proceedings Title
WES Conference
Date of Meeting
September 1-3, 2004
Place of Meeting
Manchester, England
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Notes
WES (Work, Employment and Society)
Abstract
Hotels are unique institutions that have intense emotional requirements of employees because of the extended and close contact between employees and guests. Traditionally hotel employees play the role of hosts by making their ‘guests’ feel welcome and comfortable. In the newer types such as boutique and theme hotels employees are also expected to perform aesthetic labour to create a memorable experience for guests by adapting their behaviour, speech, dress and general ‘look’ to fit in with the theme of the hotel. This exploratory study examines the recruitment and selection mechanisms used by human resource managers in traditional EP hotels, all-inclusives and boutique hotels. The research, in progress, has three components - a content analysis of recruitment advertisements for front line hotel employees; a survey of Human Resource managers to determine what attributes they emphasize in selecting front line employees and the selection methods used; structured interviews with a stratified sample of human resource managers. Despite the importance and size of the hotel sector there have been relatively few studies of emotional and aesthetic labour in its front-line employees. This study will enhance the literature by determining the different requirements for emotional and aesthetic labour in different hotel categories. It will also provide information about how hotel HR managers recruit and select emotional and aesthetic labourers. Finally, it will contribute empirical data to enrich the current debate about the ethical aspects of emotional and aesthetic labour. ....
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