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A Grounded Theory of Employment Experiences of Room Attendants at Five Star Hotels on the Gold Coast of Queensland, Australia

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A Grounded Theory of Employment Experiences of Room Attendants at Five Star Hotels on the Gold Coast of Queensland, Australia Performing: A Grounded Theory of Employment Experiences of Room Attendants at Five Star Hotels on the Gold Coast of Queensland, Australia Author Kensbock, Sandra Leonie Published 2012 Thesis Type Thesis (PhD Doctorate) School Griffith Business School DOI https://doi.org/10.25904/1912/1731 Copyright Statement The author owns the copyright in this thesis, unless stated otherwise. Downloaded from http://hdl.handle.net/10072/366077 Griffith Research Online https://research-repository.griffith.edu.au Performing: A Grounded Theory of Employment Experiences of Room Attendants at Five Star Hotels on the Gold Coast of Queensland, Australia Sandra Leonie Kensbock Bachelor of Hotel Management (1A Honours) Bachelor of Business (Restaurant & Function Catering) Department of Employment Relations and Human Resources Griffith Business School Griffith University Submitted in fulfilment of the requirements of the degree of Doctor of Philosophy December 2011 Employment Experiences of Hotel Room Attendants ii Abstract My research makes visible the ‘employment experiences’ of female hotel room attendants working in 5 star hotels on the Gold Coast region of South East Queensland, Australia. I adopt a socialist feminist critical theory epistemological perspective predicated on removing invisibility of hotel room attendants. I perceive invisibility as non- recognition or non-acknowledgement of room attendants by hotel management and some hotel guests, despite room attendants’ conspicuous presence. Although a number of studies comment on the invisibility of hotel room attendants (Lars Onsøyen, Reidar Mykeltun & Trygve Steiro, 2009; Rachel Silvey, 2004; Kathi Weeks, 2004), the authors do not present room attendants’ experiences holistically from their perspectives. I aimed to fill this void in hospitality knowledge by investigating employment experiences of hotel room attendants from their perspectives. To investigate hotel room attendants’ perceived empirical invisibility and guided by my epistemological philosophy, I adopted a qualitative social constructionist grounded theory methodology. In following the original Glaserian tenets, my research was grounded in room attendants’ employment experiences without limitations imposed by assuming any a priori theory. Emerging from my study was the theory of Performing. As a conceptual model, Performing represents a holistic understanding of room attendants’ employment experiences as they daily transform hotel rooms to required standards. Performing encompasses the social drama of human interactions within a hotel arising out of a co-performance by room attendants, other hotel employees and guests. The daily tasks form a basic social structural process (BSSP) of transforming rooms under intense time pressures and with hard physical labour while achieving prescribed 5 star hotels’ quality standards. Room attendants are employed within the basic social structural process (BSSP) of hotel hierarchical organisation, and are affected by basic social psychological processes (BSPP), associated with social status stratifications that arise during interactions with guests, management and other employees. The consequences of this employment shape a basic psychological process (BPP) of ‘self’, Employment Experiences of Hotel Room Attendants iii which seeks to find dignity in being a hotel room attendant. Performing as a theory is a socio-psychological process of defining self as a room attendant and finding dignity in the course of completing daily tasks and interacting with guests and other hotel employees as social actors on 5 star hotel stages. Upon these stages, room attendants are scripted into roles, which are undervalued, and under-recognised if not invisible. In these roles, they are exploited, marginalised and oppressed by the hegemonic, patriarchal and hierarchical perceptions of employment value within society and power structures endemic in the participating hotels, representative of developed world 5 star hotel settings. The opulent environment of luxury 5 star hotel rooms is the main stage. Performing as a conceptual model represents room attendants’ shared construction of their reality through co-performance with guests and other hotel employees. Items such as room attendants’ uniforms, cleaning equipment and other paraphernalia are props to their act. Performing shows room attendants are involved in constructing the setting, and projecting an image (conscious and/or unconscious) as a performance for guests. While many aspects of their work and related roles were issues of concern, the women participating in my research revealed that a positive aspect to their work was finding dignity in their employment. My examination of invisibility of room attendants is intended to provide a deep understanding of this occupation, with practical consequences for hotel praxis. Such praxis would incorporate greater acknowledgement of room attendants’ value to the hotel, and recognise their potential as a community of knowledge to improve daily operations, and enhance guest interactions. Employment Experiences of Hotel Room Attendants iv This work has not previously been submitted for a degree or diploma in any university. To the best of my knowledge and belief, the thesis contains no material previously published or written by another person except where due reference is made in the thesis itself. ………………………….. Sandra L Kensbock Employment Experiences of Hotel Room Attendants v Table of Contents Abstract .......................................................................................................................................... ii List of Tables .................................................................................................................................. ix List of Figures ................................................................................................................................. x Preface .......................................................................................................................................... xi Acknowledgements ...................................................................................................................... xii Chapter One — Fundamentals ........................................................................................................... 1 Introduction ................................................................................................................................... 1 Room Attendants ........................................................................................................................... 5 Previous Research .......................................................................................................................... 6 Economic Significance of Hotels .................................................................................................. 10 Research Setting ........................................................................................................................... 12 Hotel Room Attendants’ Pay and Conditions ............................................................................... 12 Research Aims .............................................................................................................................. 16 Significance of My Study .............................................................................................................. 17 Research Perspective and Frame ................................................................................................. 17 Scope ............................................................................................................................................ 19 Conclusion .................................................................................................................................... 20 Chapter Two —Philosophical Foundations ...................................................................................... 24 Theoretical Perspectives .............................................................................................................. 25 Socialist Feminism ................................................................................................................... 29 Hospitality as Capitalist Paternalism ....................................................................................... 31 Critical Theory .......................................................................................................................... 32 Social Constructionism ............................................................................................................ 34 Axiology ........................................................................................................................................ 36 Reflexivity ..................................................................................................................................... 38 Methodology ................................................................................................................................ 42 In Conclusion ................................................................................................................................ 43 Employment Experiences of Hotel Room Attendants vi Chapter Three — Methodology ...................................................................................................... 44 Theoretical Framework ...............................................................................................................
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