Emotional Labor in the Hospitality Industry

A critical analysis of the emotional labor skill as a forgotten entity.

This paper examines how customer service, regardless of venue, albeit clinical, retail, collections, telemarketing or hospitality, is one on the most difficult employment areas within which to be employed. It looks at how servicing people requires the service agent to be respectful, courteous, ethical, and have the ability to resolve problems, inquiries, and/or complaints as quickly and expeditiously as possible at all times. It explores how the required skill of emotion labor is generally not recognizable by customer or employer, as both entities have removed themselves from the front lines of customer service and how, in order to maximize the quality of offered guest services, there exists a need for both employer and employee to recognize the value of emotional labor.

Written By wed

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