Hotels are as much as about the service that workers provide as the location and facilities. Rooms and facilities are cleaned and maintained, food is prepared, cooked and served. Guests are attended to, entertained, assisted, and kept safe. From the laundry to food and beverage, to cafes, restaurants, conference rooms and banquet halls, there is cleaning, maintenance, preparation, security and constant service.
Yet for most international hotel chains, workers are invisible, an afterthought, or just an expense. Based on the attitude of an entire generation of HR managers who lack any understanding of industrial relations and work, workers are just a problem to be solved.
Without workers nothing works. Nothing happens. No one eats. Nothing gets cleaned. Without the service, security and welcome atmosphere that guests pay for, the hotel is just a building. In fact it is the service provided by hotel workers that makes the people that come to hotels guests. Ignoring this reality, international hotel chains spend hundreds of millions of dollars on loyalty programs, brand promotion, and image. This entire business model fails to take into account that loyalty is based on a good experiences and that experiences depend on hotel workers.
The hundreds of millions of dollars wasted on loyalty programs and brand promotion should be redirected to paying workers decent wages; improving working conditions; guaranteeing safe, secure (permanent) jobs; protecting hotel workers from harassment and abuse; reducing excessive workloads and reducing workplace stress; and ensuring that workers can freely access their rights, including the right to join a union and the right to a safe workplace. These are human rights.
Similarly, all of the financial resources redirected to brand image is ultimately wasted if global hotel chains allow local management to treat workers unfairly; engage in discrimination; impose excessive workloads; bully, intimidate and harass; and blame workers’ “attitude” on anything and everything that goes wrong. This happens because there is no recognition of the value of the work of hotel workers in all their different job roles and occupations. There is no recognition of hotel workers’ valuable contribution to the hotel as a business and its brand. Since their value is not recognized, workers are not respected. When managers and supervisors do not respect workers it opens the door to all sorts of abuse and unfair treatment.
The failure of corporate management to stop this abuse and unfair treatment gives these abusive managers and supervisors a sense of impunity. Managers are emboldened by this sense of impunity, and it just gets worse for workers.
The tragic result is that the people expected to provide warm, friendly, prompt, efficient, professional service and/or to work hard, meet targets and follow (constantly changing schedules), simply cannot. When some workers give up and leave, management blames workers’ lack of loyalty or the problem of retention (“they keep changing jobs”). The hotel industry then goes running to government and the media complaining about a “labour shortage”. What they don’t explain is that there is only a shortage of workers willing to work under these abusive conditions – underpaid, overworked, and denied dignity and respect. Well, yes – there is a shortage of that kind of labour because most workers are aware of their human rights and won’t tolerate these abusive conditions.
The solution for these global hotel chains, it seems, is to bring in workers who are not aware of their rights or who are too vulnerable and afraid to exercise their rights: migrant workers on temporary visas, newly arrived immigrant workers or refugees, undocumented workers, or students. (Exploiting students under the guise of “on the job training” is rampant in the international hotel chains in many countries.)
The entire management approach of international hotel chains seems to hinge on the hope that hotel guests don’t see workers as people (and for certain workers like housekeepers, cleaners and kitchen hands to never see them at all). Yet everyone has a name tag with their first name (or if their real name is a difficult “ethnic” name, then they will be Peter, Mike or Jenny). Hotel workers who have contact with guests have to introduce themselves by name. All very personal, all very human. But what workers cannot be is an actual person with a family to get back to, bills to pay, family events to attend, or anything else that might suggest that beyond the name tag is a real person with a life of their own.)
Hotel workers are expected to bring the warmth and friendliness and smile of a person, but not expected to be treated as a person. Hotel workers are expected to be professional, but are not treated as professionals with ability, skills and experience. They certainly are not paid according to their skills, ability and experience. Hotel workers are not paid for their valuable contribution and the important work they do. Because the value of their work and contribution is not recognized.
Ultimately this recognition can only come through joining or forming a union, combining together to exercise the collective bargaining power needed to stop the unfair treatment and abusive practices in hotels. It is the collective bargaining power needed to ensure safe, secure jobs free from anxiety and stress. It is the collective representation through the union needed to end the impunity of abusive managers and supervisors, and to eliminate discrimination, bullying and sexual harassment in the workplace. It is the only way to work with dignity and respect. It is the only way to ensure recognition of the value of the work of all workers in a hotel or resort.
Joining or forming a union is not a magic solution for hotel workers. It requires continuous organizing and constant bargaining. It involves a never ending fight to be treated decently, and paid fairly. It involves constant reminders to management to treat workers (union members) with respect. But it is the only way to bring about these changes. Because the only thing that matters to the international hotel chains is the value of their very expensive, very fragile brands. We need to get organized to remind them that behind that brand is hotel workers, and hotel workers have value.
Hotel housekeeping workers in the Philippines protest “room quotas kill!” on International Workers Memorial Day, 28 April