Don't Take It Personally: Women Hotel Front Desk Agents Learn To Negotiate Difficult Guests In A Patriarchal Industry

 
9783844304930: Don't Take It Personally: Women Hotel Front Desk Agents Learn To Negotiate Difficult Guests In A Patriarchal Industry

The service industry perpetuates the notion that the customer is always right. The hospitality industry markets to guests based on service quality. The hotel industry has historically perpetuated gender, racial and ethnic stereotyping by placing women in gendered jobs with little power, such as hotel desk agents or cleaning personnel. Guest agents, the focus of this study, encounter a range of guest behaviors that may be negative such as yelling or throwing items. How do front-desk agents relate to guests when guests misbehave? This research examined this perplexing dilemma from the women desk agent's perspective.

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About the Author:

Theresa A. Price holds a Ph.D. from the University of Georgia, in Adult Education, a M.S. from Georgia State University and a B.S. from Emporia State University. She has twenty years experience in the field of Human Resources Organizational Development.

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Book Description Book Condition: New. Publisher/Verlag: LAP Lambert Academic Publishing | Women Hotel Front Desk Agents Learn To Negotiate Difficult Guests In A Patriarchal Industry | The service industry perpetuates the notion that the customer is always right. The hospitality industry markets to guests based on service quality. The hotel industry has historically perpetuated gender, racial and ethnic stereotyping by placing women in gendered jobs with little power, such as hotel desk agents or cleaning personnel. Guest agents, the focus of this study, encounter a range of guest behaviors that may be negative such as yelling or throwing items. How do front-desk agents relate to guests when guests misbehave? This research examined this perplexing dilemma from the women desk agent's perspective. | Format: Paperback | Language/Sprache: english | 200 pp. Bookseller Inventory # K9783844304930

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Book Description LAP Lambert Academic Publishing, Germany, 2011. Paperback. Book Condition: New. Language: English . Brand New Book. The service industry perpetuates the notion that the customer is always right. The hospitality industry markets to guests based on service quality. The hotel industry has historically perpetuated gender, racial and ethnic stereotyping by placing women in gendered jobs with little power, such as hotel desk agents or cleaning personnel. Guest agents, the focus of this study, encounter a range of guest behaviors that may be negative such as yelling or throwing items. How do front-desk agents relate to guests when guests misbehave? This research examined this perplexing dilemma from the women desk agent s perspective. Bookseller Inventory # KNV9783844304930

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