Hotel Workers Research Articles

Permanently marginalized? Securing living hours among part-time workers in hotels and restaurants in Northern Europe

This paper offers a comparative perspective on the wage and working conditions of marginal part-time workers (less than 15 hours per week) in the Danish, Irish and Norwegian hotel and restaurant sector. Each of the three countries belongs to distinct industrial relations models with different sectoral traditions of multi-employer bargaining, political intervention and union strength. We focus on social partner initiatives, over time, covering trade unions, employers and national governments’ unilateral, bipartite or tripartite measures to secure ‘living hours’ for workers with contracts of few hours. Analytically, we seek inspiration from the work on industrial relations regimes by Visser (2009) and combine it with the concept of living hours. We find that social partners have introduced a series of initiatives to secure living hours, notably to protect and increase hourly wages and secure guaranteed weekly working hours. However, while securing minimum wages and income through either bipartite, tripartite or unilateral measures seem relatively successful in all three countries, the attempts to guarantee minimum weekly working hours and thus secure living hours prove more difficult and mainly has had an impact in Denmark.

Innovative horizons: the role of cultural intelligence in encouraging constructive deviance and the mediating role of employee engagement in hotels

PurposeThe purpose of this paper is to study the influence of cultural intelligence on employee engagement and constructive deviant behavior in the workplace. It also captures the moderating role of organizational support in the relationship between employee engagement and constructive deviance.Design/methodology/approachData were collected through a questionnaire (n = 416) from hotel industry employees using a convenience sampling approach. The hypotheses were tested using structural equation modeling.FindingsThe results suggest that cultural intelligence has a significant positive relationship with constructive deviance, and employee engagement also mediates this relationship between cultural intelligence and constructive deviance.Practical implicationsDrawing on the findings of this study, we offer several practical implications for practitioners. We suggest that organizations should invest in training programs that may help employees increase their knowledge, skills and attitudes toward different cultures; in doing so, employees may develop a sense of inclusivity and appreciation for diverse cultures.Originality/valueFirst, by concentrating on those working in the hotel industry, this study offers a more effective explanatory perspective on the social cognitive theory for future research. Second, this study explored hotel workers' constructive deviations, particularly in non-Western contexts.

Lithuania‘s relations with the West within the KGB Web

The mechanisms for maintaining control of the Soviet territory and information, the so-called ‘Iron Curtain’, were very diverse (political, legal, coercive, agency networking) and were supported by certain institutions. The aim will be to describe the role played by this institution in controlling relations with the West during personal, tourist trips both domestically and abroad, and on official missions. The Soviet system sought to classify information that could damage the image of the Soviet-as-advanced system and reveal strategically important (political, economic, military, social) information that the West could supposedly use against it. Therefore, it was important that sensitive information would not be known by persons staying in Lithuania and that it would not be disseminated by Lithuanians going abroad. In view of this, the procedure of movement of foreigners on the territory of Lithuania (what cities and sites were allowed to be visited, with which people communication was allowed) and the rules of the presence of Lithuanians abroad (tourists, missions, etc.) were drawn up. To achieve these objectives, the KGB used its own methods: operational-technical tools, agency network and various instructions. According to the KGB, the greatest threat from arrivals was potential espionage, so all attention was paid to preventing possible espionage. The KGB, using all its means, had been monitoring where foreigners were going, who they were communicating with and how they behaved. Diplomats and journalists arriving in the country were particularly scrutinized. They were almost automatically equated with special service agents, as were scientists and industry professionals. The control of the movement and communication of foreigners with the local population was to be ensured by agents accompanying them, trusted persons (guides, interpreters, bus drivers, restaurant and hotel workers), disguised workers working incognito, and secret operational technical devices. The KGB’s intelligence agency activities were no less important than the fight against the regime’s internal enemies. It included not only espionage, but also propaganda-disinformation campaigns in the West. The agents were the eyes of the KGB and the perpetrators of their plans abroad. It was important for them to protect Soviet citizens from Western temptations, recruitment and escape, as this could damage the image of the Soviet system and allow for the flow of important information to the West. However, the facts of the violation of the order of the presence of tourists in Lithuania, and the cases of escape of Soviet citizens, recorded by the KGB, show that even the KGB did not have such opportunities to follow each tourist, prevent espionage and reveal the potential intentions of departing persons. It was even more difficult to control the departing Lithuanians, as evidenced by the escapes to the West, even by KGB agents.

National stereotypes in the cross-cultural service encounter: empirical evidence from Vietnam

Purpose This study aims to investigate Vietnamese hotel workers’ use of national stereotypes in cross-cultural service encounters. The study extends the existing knowledge on service failures and recovery attempts by illustrating how national stereotypes could inform these decisions through the lens of the script theory. Design/methodology/approach In this qualitative study, 34 service providers were interviewed about their experience in dealing with guests from different countries in Vietnamese hotels. Findings Service providers categorised guests based on their countries of origin to predict their behaviour prior to guest arrivals. When the guest’s behaviour matches the expectations, the service encounters went smoothly by following existing scripts. If there is a discrepancy between the guest behaviours and expectations, it could lead to service failure and the need for new scripts. Appropriate interventions in this process could turn anecdotes into accumulated understanding of guest behaviour for better service and guest experience as a new application of national stereotypes. Originality/value This study advances cross-cultural service encounter research by integrating national stereotypes and script theory. It sheds new light on how national stereotypes could inform service delivery and recovery attempts in service organisations.

Exploring the human consequences of crisis in the hospitality sector: a study from India

PurposeThe present study aimed to explore the socio-psychological linkages between perceived job insecurity, loneliness, social support, depression, and interpersonal misconduct among hotel workers during a global crisis. The primary motivation behind this research was the significant problem of increased occupational stress resulting from the negative consequences of the pandemic on all hotel employees, including frontline workers and management personnel. This study aimed to investigate the impact of the pandemic on occupational stress within the hotel sector.Design/methodology/approachThis research obtained 269 original survey data from employees in the Indian hotel industry by distributing a questionnaire and employing a convenience sampling method. Subsequently, the data were examined using (SEM).FindingsThe research findings suggest that there is a positive correlation between interpersonal deviance and depression. Additionally, this study demonstrated that social support can alleviate loneliness but has no significant association with depression.Research limitations/implicationsThis study can help hotel managers create guidelines that address the perceived insecurity and psychological issues faced by employees.Originality/valueBy understanding the psychological position of their employees, hoteliers can implement strategies to mitigate the negative impacts of the pandemic on their workforces.

The Mediating Path of Emotional Labor Strategies on the Relationship between COVID-19 Risk Perception and Depression among Hotel Workers: Moderated Mediating Effect of Optimism

The Mediating Path of Emotional Labor Strategies on the Relationship between COVID-19 Risk Perception and Depression among Hotel Workers: Moderated Mediating Effect of Optimism

Effects of Inclusive Leadership on the Diversity Climate and Change-Oriented Organizational Citizenship Behavior.

This study investigates the impact of inclusive leadership on diversity, climate, and change-oriented organizational citizenship behavior in hotel work. It also examines whether the diversity climate mediates the relationship between inclusive leadership and change-oriented organizational citizenship behavior. An online survey was conducted among hotel employees. It was found that inclusive leadership had a significant positive effect on the diversity climate. The diversity climate was found to have a significant positive effect on change-oriented organizational citizenship behavior, and inclusive leadership had a significant positive effect on change-oriented organizational citizenship behavior. Finally, inclusive leadership had a significant positive effect on change-oriented organizational citizenship behavior through a diversity climate. The results of this study have academic and practical implications for human resource management with respect to inclusive leadership in hotel workers' work environment according to changes in hotels' environmental factors for a new generation of employees flowing into the organizational mainstream.

‘If you don’t rush, you don’t finish’: Accelerating work and production of a vector body in Spanish hotel room attendants

The growth of the hotel industry in Spain in recent decades has meant, among other things, the acceleration of the hotel room attendants’ labour. An overload of physical activity, illnesses, and physical and mental exhaustion are the most visible consequences. Based on a qualitative study carried out with hotel room attendants working in Spanish hotels, the article analyses the effects of work intensification on room attendants’ representation of their bodies. The results show that rather than the typical description of their body as a machine that must withstand high pressure, hotel room attendants define it as a vector body constructed through multiple flows and demands, which has to speed up its pace, being constantly overwhelmed and self-managed in the process. We discuss how the acceleration of work in hotels is the result of a series of organizational and individual practices, impacting the representation and corporal practice of the hotel room attendants.

Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism

PurposeElucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior. Additionally, it delves into the mediating role of prosocial motivation and assesses the moderating effects of horizontal collectivism between psychological empowerment and proactive behavior, examining the moderated-mediation effects of horizontal collectivism.Design/methodology/approachA structured questionnaire was distributed in three waves (T1, T2 and T3) among frontline service hotel workers, out of which only 507 were retained and found useful for analysis. The study employed PROCESS macro models 4 and 8 for the analyses.FindingsThe results indicated that psychological empowerment is connected to proactive behavior through the partial mediation of prosocial motivation. Further, when horizontal collectivism is high, the favorable association between psychological empowerment and proactive behavior via prosocial motivation is stronger.Originality/valueProactive service workers have an innate tendency to contribute optimally to their organization. Yet, research is insufficient about the factors that lead to proactive behavior among frontline service hotel workers. To date, there are hardly any empirical studies that have examined the buffering effects of horizontal collectivism between psychological empowerment and proactive behavior, which contributes to the originality and novelty of our research. In addition, this study offers practical implications related to ways to improve psychological empowerment among frontline service hotel workers in the ever-increasing era of automation.

Sustainable Cyber Incivility and Service Innovation: Does Transformational Leadership Matter?

In recent years, there has been an upswing in the research on cyber incivility and its impact on individuals and organizations. Despite its negative consequences, cyber incivility has become increasingly common in the workplace as an increasing number of employees use technology to communicate. This study investigated the impact of cyber incivility on the service innovation of Jordanian hotel workers and the mediating effects of leadership change. A comprehensive survey involving employees of Jordanian hotels was conducted, and responses were subjected to structural equation modeling analysis using Smart PLS 4.0 software. The analysis reveals that cyber incivility has a significant negative direct impact on service innovation, while transformational leadership demonstrates a positive and significant direct effect on service innovation. Additionally, the mediating role of transformational leadership in the relationship between cyber incivility and service innovation is negative and significant (β = −.171, ρ = 0.000), emphasizing its crucial contribution to mitigating the adverse effects of cyber incivility on service innovation in the hotel industry. These findings have important implications for hotel managers seeking to improve their employees’ service innovation and mitigate the negative effects of cyber incivility.

WORKPLACE SEXUAL HARASSMENT AND WITHDRAWAL BEHAVIORS AMONG FEMALE WORKERS IN JORDANIAN HOTELS, THE MEDIATING ROLE OF EMOTIONAL EXHAUSTION

This study explores the connection between workplace sexual harassment and the tendency of female hotel workers in Jordan to withdraw from their jobs, with a specific focus on the role of emotional exhaustion. The study involved female employees from five-star hotels in Amman, Jordan, using a convenience sampling approach, and collected 203 valid responses, achieving an 87% response rate. Using Structural Equation Modeling (SEM), the research found that sexual harassment and emotional exhaustion directly and positively affected withdrawal behaviors. Notably, sexual harassment had a substantial positive impact on emotional exhaustion. However, the study found that emotional exhaustion did not mediate the relationship between sexual harassment and withdrawal behaviors. The coefficients of determination (R2) for emotional exhaustion and withdrawal behaviors were 0.780 and 0.841, respectively. This study underscores the prevalence of sexual harassment in Jordanian hotel workplaces, especially among female employees. It highlights that sexual harassment significantly contributes to emotional exhaustion among female workers, which, in turn, affects their inclination to leave their jobs. This emphasizes the importance of maintaining motivated and engaged female employees within the hospitality industry.

Prediction model for behavioral intention to use E-HRM through awareness in Jordanian five-star hotels

Using web-based technologies in various HR procedures is the concept of Electronic Human Resource Management or E-HRM. It makes a big difference to the efficiency of the business by providing several options for getting things done quickly. Nevertheless, there has been scant investigation into this field, and its maximum potential remains untapped, despite its meteoric rise. The present research also suggests adding the Technology Acceptance Model (TAM) to the E-HRM continuity model to find out what factors affect workers' behavioral intention to use E-HRM systems, and how awareness plays a role in this. In order to help advance E-HRM as a field, this study aims to expand the theoretical bounds of existing research. 400 prospective employees were scouted from Jordanian five-star hotels as part of the convenience sampling procedure used to get the data. Starting in January 2022, the data was collected over one month. We used a Structural Equation Model (SEM) with Smart PLS on the dataset to evaluate our hypothesis. The study found that behavioral intention to use E-HRM is significantly influenced by perceived usefulness, perceived ease of use, trust, and subjective norms. The results only backed up two of the four hypotheses on the moderator effect. Hotel workers will be better able to handle high levels of stress and conduct their jobs more efficiently if the industry adopts E-HRM technology.

Shattering the ceiling: exploring culture and religion’s impact on female empowerment in the Nigerian hospitality industry

PurposeThis study addresses the persistent impact of patriarchal societal structures on women’s empowerment in Nigeria, where social power, political authority and autonomy continue to elude them. Despite advancements made by women in workplaces worldwide, gender inequalities prevail, particularly in the Nigerian hotel industry. Existing qualitative evidence on the intersection of gender, culture and religion in shaping gender diversity and career progression within this industry remains limited. To address this gap, this study employs intersectionality and hegemonic masculinity frameworks to explore the influence of local cultures, religion and gender practices on gender imbalances in three distinct cultural settings in Nigeria.Design/methodology/approachDrawing from in-depth interviews with 38 hotel workers, this research provides original insights into their lived experiences, offering a deeper understanding of the narratives underlying gender inequality statistics. By delving beyond surface-level observations, this study uncovers the multifaceted dynamics that perpetuate gender imbalances. By examining the interplay between gender, culture and religion, this research contributes to a nuanced comprehension of the factors that shape career trajectories in the Nigerian hotel industry.FindingsThe findings of this study reveal the enduring influence of patriarchal societal structures, highlighting the challenges faced by women in accessing social power, political authority and autonomy. By extending intersectionality and hegemonic masculinity approaches, this research unveils the intricate stories that illustrate the underlying complexities of gender imbalances. In doing so, it fills critical gaps in the qualitative evidence surrounding gender diversity and career progression in the Nigerian hotel industry.Originality/valueThis study is original in its comprehensive examination of the intersection of gender, culture and religion in the Nigerian hotel industry. It offers unique insights by conducting in-depth interviews with 38 hotel workers, unravelling the underlying factors contributing to gender imbalances. By extending intersectionality and hegemonic masculinity frameworks, it provides a nuanced understanding of the challenges faced by women and highlights the need for tailored interventions to promote gender equality.

Trade unions, refugees and immigrant labour: Has the attitude changed? The stance of Swedish blue‐collar trade unions as evidenced by sentiment analysis

AbstractThe attitude of trade unions towards migration and migrants, be it of asylum seekers or those in search of jobs and better incomes, differs substantially across European countries. No matter the original stance, a common current pattern is that of the willingness to accept migrants being eroded over time. To see whether this is the case also in a country that both proved welcoming to labour migrants and refugees during the opening decades of the new millennium, we set out to explore the attitudes of blue‐collar trade unions in Sweden. Based on a diverse set of material issuing from the unions themselves, we use sentiment analysis to assess whether there are any changes to be discerned in the opinions of the representatives of 12 blue‐collar trade unions and their national confederation. At its most general, the trend appears to turn more negative over time, yet the influence of defining events and legal changes is not so easily observed at the aggregate level. The union representing workers in the industry with the largest proportion of immigrant labour, the Hotel and Restaurant Workers' Union, is therefore selected for closer analysis. To the extent that changes can, or cannot, be observed, we relate those to major events and policy changes that have taken place over the 2010s.

The Influence of Organizational Culture on Organizational Citizenship Behavior Through Organizational Commitment (Study of Employees at the Mona Plaza Hotel Pekanbaru)

This research was conducted because the author found problems regarding weak organizational citizenship behavior of employees seen from the development of the number of employees who experienced fluctuations and the development of employee absenteeism levels which showed that every year all employees were still found to be absent from work.
 The purpose of this study was to ascertain and examine how organisational culture affects organisational citizenship behaviour in Mona Plaza Pekanbaru hotel workers through organisational commitment. There were two categories of data that were gathered for this study: primary and secondary data. Respondents filled out surveys in order to provide primary data.
 The results of the Indirect Effect test indicate that the results are significant for the organisational culture variable on organisational citizenship behaviour through organisational commitment at the Hotel Mona Plaza, Pekanbaru. The results of the Direct Effect test showed that the results were not significant on the organisational culture variable on organisational citizenship behaviour at the Mona Plaza Hotel Pekanbaru. The results of the Significant Results test showed that the results were significant on the Organisational Culture variable on Organisational Commitment at the Mona Plaza Hotel Pekanbaru.

Critical Task Need Analysis of English for Room Division Department of Hospitality Industry: Internship Students’ Reflection

English for hospitality workers is mostly used in the room division where this section is directly related to guests that includes the realm of housekeeping and front office work. In this study, it will be discussed how the needs analysis of the use of English is taken from the learner approach to the task approach. The purpose of the study is for ensuring that language instruction is relevant, efficient, and tailored to the specific requirements of the hospitality industry, ultimately contributing to the success of both employees and the hotel itself. This research is a mixed method research that uses 74 internship students and 5 hotel workers in the field of human resources as research samples. In this study, it was found that the needs of learners that are important to consider at the beginning are subjective and objective needs, related to their attitudes towards English and their own needs. In the task approach, the learning level is divided according to the target task and task type (basic user, intermediate user, and proficient user) and then the pedagogical aspects are analyzed where students in getting learning should be with authentic and communicative materials and student-centered. In addition, from interview of hotel worker, hotel workers recognize English language proficiency as a fundamental skill that enhances their effectiveness, job satisfaction, and career prospects in the dynamic and diverse hospitality industry

The influence of distributive justice on job attitudes and life satisfaction of hotel workers

This study uses the social exchange and spillover theories to examine the interrelationships between distributive justice, work attitudes, and life satisfaction of hotel employees in Accra, Ghana. Paper-and-pencil questionnaires were used to collect data from 321 respondents after which descriptive statistics and partial least square structural equation modelling were used to analyse the data. Distributive justice and work attitudes were positively related to the life satisfaction levels of hotel employees. This study adds to the scant literature on how workplace goings-on spillover to affect the life satisfaction of hotel workers. Theoretical and practical implications of the results are discussed.

Stone Hotel and the fight over minimum wages

This case study examines at how Ahmad, a hotel worker, changed over the course of his life while the hospitality business and labour laws in Malaysia changed. At first, Ahmad's family lived a simple life, like many others in their coastal town. They made a living by fishing and working in other nearby industries. But commercial and tourism growth pushed by the government drove them to move, which put Ahmad into the growing hotel business. Ahmad's job at Stone Hotel is very different from what he used to do for a living, which shows that he can adapt to new situations. Ahmad worked hard, but his pay stayed the same. He joined a trade union to try to get better working conditions and pay. This action started a big argument about how to read the Minimum Wages (Amendment) Order 2012, mainly about whether or not service charges should be counted towards the minimum wage. The fights between the union and the hotel, as well as the later court cases, show how complicated labour laws and collective bargaining can be. The court's decisions against the hotel's pay practises made it clear how important fair pay is and set a standard for how labour law should be applied. Ahmad's story shows how group action and legal actions can change fair labour practises and is a microcosm of the larger fight for worker rights in Malaysia.
 
 Keywords: Minimum Wages; Collective Agreements; Industrial Relations; Conciliation

A Cross-Sectional Observational Pilot Study of the Main Risk Factors Related to Lower Back Pain in Spanish Hospitality Workers

Lower back pain (LBP) describes pain of indeterminate duration between the lower edge of the ribs and the buttocks. LBP hinders movement, quality of life, and mental well-being, and limits work activities and engagement with family and friends. LBP represents a public health problem, and most workers are expected to experience LBP symptoms throughout their working lives. The study’s main objective was to characterize LBP in the hospitality population of the province of León, Spain, determining the risk factors. A pilot study with a cross-sectional observational design was developed following the guidelines of Strengthening the Reporting of Observational Studies in Epidemiology (STROBE) for 150 Spanish hotel workers. Sociodemographic and lifestyle, occupational, and clinical data related to LBP were obtained through surveys. The annual prevalence of LBP in this study was 87.1% which was higher in women. A significant relationship (p < 0.05) was obtained between sex, income, smoking, sleep quality, and all labor variables with LBP. In addition, the Fear Avoidance Beliefs Questionnaire (FABQ) results revealed that 49% of the participants had a score > 14. Also, 83.3% of patients with >6 annual LBP crises suffered from sciatica. Once the results were known, preventive intervention would be needed to reduce these main risk factors for LBP for hospitality workers.

Unmasking the Lived Experiences of Hotel Workers on the Impact of Covid-19

This study investigates the experiences, coping mechanisms, and insights of hotel employees in Zamboanga City during the COVID-19 pandemic. The phenomenological approach was used to analyze the lived experiences of hotel workers, focusing on the human aspect of the crisis. The study highlights themes such as temporary accommodation schemes, exceptional hospitality services, financial challenges of hotel workers, travel restrictions and uncertainties, emotional struggles experienced by hotel workers, provision of stopgap support, and skeletal workforce establishment. Coping strategies include adhering to health protocols, ensuring healthcare, receiving charitable assistance, and receiving motivation from loved ones. The study also highlights personal growth, positive values, and the value of government and family support during the pandemic. The pandemic has prompted businesses to implement business continuity plans, with hotels reducing staff to maintain operations and protect workers’ health and safety. Family remains a motivator, with many employees relying on income to cover essential expenses. Financial responsibilities and a sense of duty to their families also motivate employees to continue working. The research paper suggests future studies should consider post-pandemic scenarios and explore topics like stress, anxiety, burnout, and coping mechanisms. Hotel management should implement better health and safety practices, create a secure working environment, support remote work policies, and communicate their commitment to employee safety.