TourismConcern research report

The impacts of all-inclusive hotels on working conditions and labour rights in Barbados, Kenya & Tenerife

Action for Ethical Tourism

Introduction

In 2013, Tourism Concern supported by the International Union of Food, Agricultural, Contents Hotel, Restaurant, Catering, Tobacco and Allied Workers’ Associations (IUF) undertook the research detailed in this report in order to seek to understand more fully how the all-inclusive Introduction 2 model of tourism impacts upon the rights of hotel workers. Background 3 The primary aim was to generate new evidence and understanding about how the all-inclusive holiday model impacts upon pay, working conditions and labour rights of hotel Data collection 4 employees in the selected destinations, including comparison with those in other types of Research findings: 6 hotel. Further research is needed to fully investigate how these working conditions influence Job satisfaction 6 the wider social and economic status and living conditions of employees and their families. It is hoped that the evidence gathered will inform a public debate about improving and Job security & recruitment 7 protecting the rights of hotel employees, and help in promoting socially equitable, inclusive Staff development 8 and sustainable tourism including influencing government and industry policy formation. Work hours 10 Wages, tips and service charges 11 The research reveals three overarching findings: Benefits 12 1 Staff in all types of hotel are faced with low wages and a range of unfavourable Health & safety 13 working conditions, from working hours which disrupt home life through to stress and exposure to risk. Stress, violence & discrimination 14 2 Workers in all-inclusive hotels face even less favourable working conditions. Gender issues 15 Amongst our respondents a greater number were on short term contracts which offer Social dialogue & trade unions 16 fewer benefits and less job security. Prolonged contact with guests is more likely in all- Conclusions & implications 18 inclusives, which can be stressful. All-inclusive hotel staff receive significantly less in tips meaning that their overall wages were lower, and concerns about unpaid overtime were Country profiles 20 greater. 3 There is some evidence of progress since Tourism Concern’s published research in 2004: ‘Labour standards, social responsibility and tourism’. This has come about in part as a consequence of union representation and effective collective bargaining, including in a context of broader social dialogue and the enforcement of appropriate legislation. Barbados in particular demonstrated a model of engagement that appears to have had some favourable results and is respected by many of the staff who we interviewed. Acknowledgements Gillian Chowns AN INtroduction from IUF George Harold Cocker The findings of this research reveal that the tourist sector in the countries studied David Browne is characterised by precarious work, low wages, long working hours and unequal Steve Ingle opportunity. While these problems exist in a range of hotels, and are the result of Mike McHugo (Discover Ltd) inadequate labour law, minimal or no labour inspection, extensive subcontracting Margaret Pollard and low levels of union density, the impacts are greatest in all inclusive hotels. Rosemary Ross Major tour operators enter into competitive contracting with hotel chains which Karen Simmonds puts downward pressure on costs, including labour costs. Richard Trillo Local economies which rely on tourism are often disadvantaged by the all- Ann Barker inclusive model as most of the tourist expenditure is paid to the operator who retains Elizabeth Williams profits in the host country and often little is spent in the host country outside of the Castlefield Gaeia Limited (CGL) hotel complex and chain of operators contracted by the tour operator. The effects on local economies of the all-inclusive model were outside the scope of this report and would benefit from in-depth economic research. The evidence points to serious social and rights deficits for hotel workers which are noticeably worse in establishments contracted to the all-inclusive model. Concerted efforts should be made by all involved in the sector to facilitate workers’ access to rights and to promote collective bargaining to lift incomes. In the meantime the IUF has launched a global organizing initiative with a range of actions on behalf of housekeepers/chambermaids to fight for better hours, safer Action for Ethical Tourism workplaces and gender equality. There is more information on the housekeeping

campaign at www.iuf.org/show.php?lang=en&tid=221 2 Background

Tourism is one of the fastest-growing in decision-making) and greater understandable – tourists know they industries in many countries around vulnerability to abuse and exploitation. are guaranteed a manageable price, the world. It is very labour-intensive The high numbers in casual, temporary, operators have more control over the and is therefore a significant source of seasonal and part-time employment end product, and hotels can increase employment – particularly for those face insecurity, comparatively low their efficiency and predictability of with limited access to the labour pay, job instability, and restricted demand. However, as previous research market such as women, younger opportunities for promotion. Women by Tourism Concern has clearly people, migrant workers and those are often forced to accept unequal pay demonstrated, the implications for from more rural areas. together with insufficient maternity other local businesses, the destination According to the UNWTO, protection, social security and family economy, and the tourist experience international tourist arrivals leave. At the same time, tourism is raise serious questions about the worldwide increased by an annual often seasonal, causing fluctuations sustainability and ethics of this model average of over 4 per cent between in tourist numbers and hence in of tourism. Tourism Concern have long 1995 and 2010. Where there were employment, and may be adversely argued that local people see limited an estimated 25 million international affected by crises, including political economic benefit. All-inclusives are tourist arrivals in 1950, the number upheaval, economic downturns and self-sufficient resorts complete with had grown to 275 million by 1980, natural disasters. bars, restaurants and entertainment and 675 million in 2000 and to over hence their guests have little incentive 1,000 million by 2012. Growth is All-inclusive hotels to go anywhere else in the country, hire expected to continue to accelerate All inclusive holidays began over local guides, eat in local restaurants during the next decade, meaning that fifty years ago with Club Med in or pay entry fees to local attractions. employment opportunities will also Corfu. Today all-inclusive holidays All-inclusive resorts undoubtedly continue to grow. attract millions of holidaymakers to create significant numbers of new jobs, However, the nature of hotels and custom-built tourist resorts around the but serious questions remain about restaurants means irregular working world, where they pay in advance for whether, with margins pushed down hours, split shifts, weekend and night everything they need. More and more throughout the supply chain and hotels shifts, and difficult and stressful hotels and tour operators are embracing hence being paid very little for each working conditions. Employees the all-inclusive model and, according room, there is enough left to provide in tourism, particularly the least to market research company Mintel, decent work to their staff. advantaged, experience poor or even the sector has grown by over 25% Tourism Concern’s 2004 report illegal working conditions, including over the past five years, with mid and Labour standards, social responsibility low wages, unequal opportunities long-haul travel driving the market. and tourism, presented the findings of (for training and for participation The guarantee of a fixed budget is research which had examined labour conditions in mainstream hotels in five different popular destinations. It exposed failures to recognise workers’ rights to join a trade union; lack of training; workers being pressurised into unpaid overtime; and workers not earning a living wage.

Decent work The promotion of decent work is the central objective of the International Labour Organisation (ILO), which describes decent work as ‘opportunities for women and men to obtain decent and productive work in conditions of freedom, equity, security and human dignity’. Work is a central to people’s lives in terms of time, social integration 3 Data collection

and personal self-esteem; and paid Geographic scope further developed with local partners. work is of course the main source The research focused on the following IUF offices and union affiliates of income for the vast majority. It is three tourism destinations: used these to collect data from a clear: decent work is a fundamental 1. Barbados, Caribbean representative sample of all-inclusive dimension of the quality of life. 2. mombasa, Kenya and other types of hotel (see table 3. Tenerife, Canary Islands opposite). A total of 269 respondents Labour rights perspectives These destinations were chosen based filled in questionnaires, each of 60 The concept of decent work is reflected on the existence and/or growing largely closed questions, but also with in the social, economic and political prevalence of AI hotels; the presence comment boxes where appropriate. agendas of countries around the world, of IUF offices and/or local union The data was collated, analysed and and a wide range of labour laws and affiliates; popularity with UK tourists responses were cross-correlated. regulations have been developed, some and tour operators; established Interviews and focus group discussions of which specifically cover workers in Tourism Concern contacts; and the with key stakeholders and experts the hospitality industry. existence of existing research or data were used to collect more qualitative The ILO has developed a system into tourism and labour conditions. information by which to triangulate of international labour standards findings from the questionnaires. aimed at ‘promoting opportunities Methodology for women and men to obtain decent The methodology combined Criteria and productive work, in conditions quantitative and qualitative Areas for investigation were based on of freedom, equity, security and components. A literature review Tourism Concern’s Code of Practice dignity’. They have established and preliminary desk research for Working Conditions in the Tourism eight conventions that describe informed the drafting of employee Industry and the ILO’s dimensions for fundamental principles and rights at questionnaires which were tested and the measurement of ‘decent work’. work: freedom of association and the effective recognition of the right to AGE GROUP collective bargaining; the elimination 21-30 31-40 41-50 51+ of all forms of forced or compulsory M F M F M F M F labour; the effective abolition of child labour; and the elimination AI 6 11 5 7 3 6 3 7 of discrimination in respect of OTHER 4 3 1 3 4 8 4 5 employment and occupation. BARBADOS AI 3 6 9 6 0 0 3 0 The right for an individual to join

or form trade unions of their own KENYA OTHER 4 1 16 6 5 6 4 1 choosing and to bargain collectively AI 8 9 6 3 3 14 9 1 is critical to the pursuit of decent OTHER

TENERIFE 2 7 14 6 10 3 2 1

work. Consultation and exchange of information between governments, CHART 1: Analysis of respondents by gender and age (AI = All-Inclusive hotels) employers and workers on issues of common interest is pivotal in promoting consensus building and democratic involvement, but ongoing negotiation is essential.

‘The rules of the global economy should be aimed at improving the rights, livelihoods, security, and opportunities of people, families and communities around the world.’ World Commission on the Social Dimension of Globalization, 2004

4 They included: Job satisfaction Hotels and number of respondents to our survey Job security No of star no of Recruitment issues and contracts respondents rating rooms Training TENERIFE (105) Working hours Non all-inclusive (49) Wages, service charges and tips Iberostar Grand Hotel el Mirador 9 5 42 Benefits and allowances Casa Bellas 10 - - Health and safety issues Iberostar Anthelia Playa de Fanabe 10 5 365 Treatment at work: support, Iberostar Bouganville Playa 10 4 481 discrimination, bullying etc. Gran Hotel Bahia del Duque Resort 10 5 356 Gender issues All-inclusive (56) Representation and union membership Gran Hotel Turquesa Playa 16 4 350 Iberostar Torviscas Playa 10 4 470 Limitations Luabay 10 4 303 Whilst the quantitative data yielded Iberostar Las Dalias 10 4 404 by the research is useful, the scope of Las Aguilas Hotel 10 4 219 the research is relatively limited and detailed numerical analysis can only KENYA (78) go so far in clarifying the reality for Non all-inclusive (48) all-inclusive hotel workers in general. Afrochic Diani, Mombassa 14 10 There is a wide range of variables: Diani Sea Lodge, Mombassa 6 3.5 164 specific job descriptions, types of Severin Sea Lodge, Mombassa 5 4 188 contract, types of hotel, and so on, Hotel Central Park Nairobi 5 0 85 Sarova Stanley, Nairobi 8 5 217 all of which may influence how Mid-Africa Hotel, Kitale 6 0 - individual employees feel about their Kitale Club, Kitale 4 0 - work and hence need consideration when evaluating their responses to All-inclusive (30) questions. Individuals may also have Baobab Beach Resort, Mombassa 6 4 321 interpreted the questions differently Sarova Whitesands Beach Resort, Mombassa 10 3.5 338 Travellers Beach Hotel, Mombassa 6 3.5 288 to each other, or may have influenced Mpata Safari Club, Masai Mara 4 - 23 each other’s interpretations. &Beyond Kichwa Tembo Camp, Masai Mara 2 - - The fact that union representatives Sanctuary Olana, Masai Mara 2 - - in each country were overseeing collection of the questionnaire data BARBADOS (86) also raised concerns that findings Non all-inclusive (34) could be skewed. Collecting further Southern Palms Resort 9 3 92 information and verifying findings via The Sandpiper 8 5 48 interviews and focus groups sought Croton Inn 1 0 6 to mitigate this. As it transpired a Accra Beach 1 4 224 significant number of respondents Colony Club 5 4 96 were not union members anyway, and Hilton Barbados Resort 10 4 350 others clearly felt free to be critical of Fairmount Royal Pavilion 10 4.5 72 the unions in their answers. All-inclusive (52) Differences between the Mango Bay, Barbados 5 4 76 approaches of particular hotels or Couples Barbados (Sandals) 12 4 280 hotel groups, individual managers, The Club 9 4 161 or between locations were sometimes Crystal Cove 7 4 88 more significant than the difference Turtle Beach 5 4 161 between all-inclusive and non all- Island Inn 4 3 24 inclusive hotels.

5 Research findings

barbados KENYA tenerife Job satisfaction MOstly satisfied

All Inclusive Workers in all-inclusive other hotels in our survey were the least satisfied, with A LITTLE satisfied work/life balance being the most frequently cited reason, particularly for female employees. Individual neutral responses indicated that the presence of greater numbers of guests throughout the day added to workload and stress A LITTLE dissatisfied for both managers and staff. CHART 2: Averaged levels of satisfaction by country and type of hotel

Fundamental to the concept of

2011/12 GRANT TOTAL % TOTAL 2011/12 GRANT decent work and overarching more HIGHER WORKING CAREER work/family easily quantified dimensions such as PAY CONDITIONS PROSPECTS BAlance wages and working hours, is the idea 4 5 3.5 3 that individual workers should be AI afforded a measure of job satisfaction. OTHER 5 4 4 2 BARBADOS The surveys used for this research AI 5 4 4.5 3 asked a number of questions about

KENYA OTHER 4 5 4 3 job satisfaction, the desire to change jobs and the most important reasons AI 5 5 3 4 for considering such a change. In OTHER

TENERIFE 4.5 4 3 3 analysing the findings we cross- correlated the data against country, CHART 3: Reasons to seek a new job (5 = most important; 1= least important.) type of hotel, and individual hotels. There was insufficient data to make of individual management style. conditions and management relations meaningful comparison with types In Kenya workers were, on average, were also frequently cited. of job, although anecdotal evidence neutral with regard to job satisfaction suggested that more skilled jobs and there was no significant difference EMOTIONAL LABOUR offered greater levels of satisfaction. with all-inclusive hotel employees. While many enjoy interacting with Levels of satisfaction are shown Where expressed, concern centred guests, several respondents referred in Chart 2. In Barbados respondents on salary levels, working hours and to finding this somewhat stressful, showed the highest levels of job job insecurity. Some individuals especially over long periods. This may be satisfaction overall, and fewer complained about the lack of tips in due to what is sometimes referred to as responded that they would like all-inclusive hotels. ‘emotional labour’, whereby employees to change job than in the other In Tenerife, levels of satisfaction are expected to perform their duties countries. There were somewhat more were significantly lower than in the whilst also displaying positive emotions, dissatisfied workers in the all-inclusive other two countries, particularly even in difficult circumstances. hotels which interviews and focus in certain hotels. Relations with Emotional labour is a major contributor groups suggest could be related to management were a source of to stress and is exacerbated when the greater workload due to many guests complaint for over a third (36%) of difference between the emotion felt remaining in the hotel all day. The those who were less than satisfied and the emotion shown is increased. fact that one or two individual hotels with their job. All-inclusive hotel Focus group discussions revealed this showed particularly high levels of workers were the least satisfied, with to be common amongst employees in satisfaction whilst employees in others work/life balance being the most all-inclusive hotels in all three countries, complained about how management frequently cited reason, particularly particularly in roles with the most treat staff, demonstrates the importance for female employees. Salary, working prolonged interaction with guests. 6 WHY CHANGE JOB Job security & recruitment We also asked respondents to give the most important reasons why they might seek a different job. Results are The seasonal nature of It is clear that employees want to shown in Chart 3. tourism means that jobs feel that their jobs are secure with a in the industry are not steady income to support them and Accommodation secure. This is particularly their families. Concerns about job The majority of respondents live in exacerbated by short term security may be real or perceived, rented or owned accommodation contracts by which hotels however the impact is often the same. (Barbados: 96%; Kenya: 83%; create a flexible workforce. Unanswered or ignored, this can Tenerife: 76%), usually with their Our data suggest that have a negative impact on employees’ families. However, of those who live such contracts may be health, engagement, and performance in hotel accommodation more than somewhat more prevalent at work. half expressed dissatisfaction with the in all-inclusive hotels. Given the seasonal nature of conditions. There is no evidence that However, in Barbados, tourism and its vulnerability to this is more or less prevalent in all- where arrangements exist political or economic crisis, many inclusive hotels. for negotiating minimum employees are aware that their jobs hours when hotels are may be at risk. This is exacerbated Migrant workers experiencing low occupancy, by hotels increasingly using casual it was also suggested that or part time workers for long-term ILO research suggests that migrant all-inclusives depend on staffing solutions. Whilst the benefit workers may be more vulnerable in higher occupancy rates in to the hotel is often cited as greater terms of health and safety and that the low season, and hence efficiency, it also means hotels avoid they tend to remain in lower-skilled keep more staff employed. having to pay benefits and create a and lower-paid positions, particularly women. Migrant workers do not always benefit from supportive trade union representation. In our survey, 93% of respondents in Kenya, and 98% of those in Barbados were employed from the local population. In Tenerife, however, 13% were migrant workers, almost all from other Spanish speaking countries particularly in South America. Interviews suggested that this may be because migrant workers see tourism as a stepping stone to other employment in Europe and the opportunity to send money to family at home. Migrant workers were employed by nine of the ten hotels surveyed. There was no evidence that all-inclusives employ more migrant workers than other types of hotel. Whilst a higher proportion of migrant workers in our survey live in hotel-owned accommodation, many of the employees who travel furthest to get to work are also migrant workers; some travelling as much as 30 km in each direction daily. 7 Research findings

flexible workforce that can be laid Less than 5% of all respondents Staff development off when occupancy is low. Workers overall felt it likely that they would on temporary contracts, or without be promoted in the next year, a contract at all, are vulnerable to although in Tenerife the figure was In all the countries surveyed, exploitation and unfair dismissal. higher. employees on short term We asked respondents how likely contracts – of whom there they thought it was that they would CONTRACTS are more in all-inclusive still be employed in the same job in The data collected regarding types of hotels – receive very little a year, and whether any uncertainty contract is shown in Chart 4 below. formal training. Permanent worried them. We also asked In our sample, a higher proportion of employees in all types of about their expectations regarding workers in all-inclusive hotels are on hotel are frequently offered promotion. short term contracts. a variety of training, but Overall the questionnaire findings the quality and extent is were mixed, with more than 50% of Recruitment extremely variable. Many in respondents either not answering the Unfair recruitment procedures can Kenya attend Utalii College question or responding ‘don’t know’. lead to charging fees to job seekers, – including on refresher However, focus groups made it clear retaining identity documents to courses – while in Barbados that job security is a significant issue keep workers in exploitative jobs, and Tenerife training is for many. Understandably those on and manipulating and further more frequently internal, by temporary and short term (seasonal) indebting workers through threats managers or colleagues. contracts felt less secure than full and non-payment. This is particularly time employees. prevalent for migrant workers. Decent work is about improving Qualitative data suggests that Although respondents were asked the quality of people’s lives. This even full time workers feel insecure, about how they found their job includes improving their capacity to as they are aware that variations and whether, and by whom, they realise aspirations. Expanding the in occupancy levels can lead to were interviewed, the results were capabilities of staff not only increases redundancy, and that the industry is inconclusive and certainly there this capacity, but also provides hotels vulnerable to world economic trends were no perceivable differences in with a more effective workforce. and can be affected by specific events AIs. Nonetheless, it is clear that Training also improves the prospects such as the violent clashes in Kenya female employees in Kenya, and to for finding new employment following elections in 2007/8. some extent in Tenerife, felt that following a job loss. In Barbados anecdotal evidence they do not get equal employment According to the IUF Tourism suggests that workers in All-inclusive opportunities with their male Policy specific courses should be hotels are actually less vulnerable; counterparts. offered to employees based on their that they are more likely to stay in needs and expectations (including employment because the AI business training of seasonal workers during model seeks greater occupancy than the off season, special courses on non all-inclusives in the low season. safety and health issues, etc.). Our research suggests that this is by no means always the case, particularly Length of contract in all-inclusive hotels. As the ILO less than one YEAR MORE than one year suggest, there is an ongoing problem with widespread low-skill levels and AI 14 (27%) 38 high turnover rates across the sector. OTHER 3 (9%) 30

BARBADOS Our research investigated what AI 11 (38%) 18 kind of training employees received and how it was provided, including

KENYA OTHER 17 (35%) 31 what was covered by the training, AI 12 (21%) 44 who conducted it, how long training OTHER went on for and who paid for it. TENERIFE 14 (29%) 34 While the answers vary from CHART 4: Types of contract by country and type of hotel (AI = All-Inclusive hotels) country to country and hotel to

8 hotel, it is clear that there is a general reluctance for hotels to invest in training, particularly of lower level staff. There is also a correlation between those who receive longer term and externally-provided training and those who feel more satisfied with their job, including regarding their prospects of promotion as good. Very little training is provided for those on short or part time contracts and our data suggests that there are more such contracts in all-inclusive hotels. In interviews, however, some management staff complained of a propensity for staff to leave after relatively short periods, and that it was prohibitively expensive to train such staff, particularly if that the majority are in more senior roles it themselves, usually for 1 or 2 day training had enhanced the employee’s such as supervisors and cashiers. vocational courses. prospects of obtaining a job It was notable that workers on Training and development is one elsewhere. temporary contracts only received ‘on area where the size of the international Although there is variation the job’ training from managers and hotel chains helps. Their ready access between individual hotels, most colleagues. to IT and other media infrastructure respondees in Kenya had received In Barbados most training is by and their well defined Human specific job-related training, and managers and colleagues, although Resource frameworks are claimed had often also attended a refresher the trade union also provides some to offer greater opportunities for course. Many go to Kenya Utalii staff with rights training. Some employees to develop their capabilities, College, a government-owned 28% of those reporting that they especially through training and job hospitality and tourism training had received training also paid for mobility programmes. institution established in 1975 which also co-ordinates with the Kenya Association of Hotel Keepers ILO–IHRA statement ‘The importance of and Caterers. Whilst a lot of these on tourism and will have attended prior to gaining employment, January 2010 training employees employment, 43% indicated that ‘Human resource development in can’t be over-estimated. they had attended refresher courses tourism should be given priority whilst at the hotel. A small number attention by tourism leaders, within Every job ultimately had paid for themselves. Only the framework of sectoral social aims for guest 24% mention specific training in dialogue at all levels and supported health and safety, although this by governments and educational satisfaction. Training might be due to the formulation institutions. People entering the can be expensive, but of the survey questions; interviews tourism labour market should be suggest the figure should be higher. given the opportunity to develop a the benefits to our A small number of respondents (less rewarding career, to advance their than 5%) mentioned training on professionalism and, altogether, the hotel outweigh the costs employment rights, mostly those security of a decent work. Improved involved’ active within the union. labour market information can AI Hotel Manager, Barbados In Tenerife less than 40% of play a crucial role in all these respondees had received training developments.’ from an external trainer and of those 9 Research findings

Working hours ‘Most of the time you work until you feel Excessive or atypical tend to be more adversely affected working hours were a by the imbalance between work and as if you are going to common cause for concern family life. collapse’ amongst respondents from Conversely, one or two workers all types of hotel in our also complained that their hours were F&B supervisor, AI Kenya survey. There were also a insufficient. number of complaints about In Tourism Concern’s 2004 types of hotel it was nearly 10% fewer. unpaid overtime, particularly research, numerous complaints Many respondents from all types of in all-inclusive hotels, of from hotel workers suggested that hotel complained of working more split shifts with insufficient it is commonplace for workers to hours than agreed and without being breaks in between and be expected to do overtime without paid extra. of reduced hours when getting paid. The daily impact of this In Tenerife most workers are paid occupancy is low. on workers is less time to spend with for working extra hours. However, family members and physical and some contracts are unclear about the Fair working hours are a key mental exhaustion. Not being paid numbers of hours to be worked, and component of decent work. The ILO properly causes both dissatisfaction there were complaints of hours being says that excessive and/or atypical and a feeling of not being valued. reduced due to low occupancy. hours can be detrimental to physical Our research suggests that this is still Similarly in Barbados there were and mental health and impede the a serious problem. several reports of hours being reduced balance between work and family life. In Kenya a few respondents had due to low occupancy, but interviews In our research, working hours were insufficient time between shifts to indicate that there are formalised one of the most commonly cited causes return home; in some cases as little procedures for negotiating minimum for concern amongst respondents in all as one hour between two eight hour hours. There were more incidences of three countries. Several issues emerged, shifts . The average rating of how overtime not being paid reported by key amongst them being long hours, much working hours affected family workers in AI hotels than in other hotels. working in the evenings and at night, life for those working shifts was 4.5 We asked respondents in all and split shifts. In some cases there was (with 5 being the highest rating), countries whether they would prefer a correlation between excessive hours where non-shift workers averaged more income for more hours or less and inadequate pay, often because 2.2, demonstrating how significantly income for less hours. A significant overtime was unpaid. Women were shifts impact upon workers lives. number would choose the latter which, particularly badly affected, perhaps In our sample, almost 80% of given their already relatively low because of the nature of the jobs they respondents from all-inclusive hotels wages, suggests that working hours are are employed in, but also because they were shift workers, whilst in other regarded as disagreeable.

‘Now that the minimum number of hours we will get during downturns in occupancy has been increased, I am much happier with arrangements’ Kitchen worker, Barbados

10 The Star, Kenya Tuesday, January 25, 2011 “Tourism minister Najib Balala is investigating several hotels over alleged failure to pay employees part of the service charge collected from clients. The minister says he has received numerous complaints from the public particularly employees who said they were not getting their dues. “There’s been a lot of hue and cry on this issue. I am closely monitoring a number of hotels who have not been remitting the service fees,” Balala told the Star after officiating at a tourism stakeholders’ meeting in Nairobi. Wages, tips & service charges ...The minister further lamented that Kenyans hoteliers “were notorious for mistreating their employees” and that Remuneration for hotel service charges are managed persist. his ministry had severally raised the workers is made up of Nonetheless, they have improved issue with labor officials. “We are wages, service charges and relative to other industries since our also going to start inspecting hotels to tips. Staff in all-inclusive research in 2004, perhaps as a result ascertain the level of training of their hotels in all three countries of better union organisation. staff. We want to come up with a receive significantly less Wages in Kenya were mostly given new policy on service standards. We in tips and, in our sample, in the range of 12,000 to 16,000 have a lot of well-trained Kenyans workers in all-inclusives in Kenyan shillings per month, although who cannot get jobs merely because Kenya also earned a little one employee was paid as little as some hotel operators want to employ less. Wages in all hotels are 9,000 and some senior positions cheap, untrained labor,” Balala relatively low although they commanded pay over 25,000. In warned. have improved relative to addition most workers receive a other sectors since Tourism housing allowance of about 4 or 5000 Anecdotal evidence suggests that Concern’s research in 2004. Kenyan shillings a month. From the many of the hotels concerned were data collected by our research the all-inclusive hotels, and also that The hospitality sector often average total wage before tips and/ little effective action has been taken. emphasises the imperative of keeping or service charge was 18,666 in all- costs down in order to sell holidays inclusive hotels and 21,300 in non-all at the cheapest possible price; not inclusives. This compares to an average Nonetheless, more people least all-inclusive holidays. Tourism minimum wage of 13,674. responded that wages were better Concern’s previous research suggests However, it would be misleading than those in comparable jobs than that the industry – particularly the to imply that hotel wages are responded that they were worse. hotel sector – hence relies heavily on therefore always adequate. Living Service charges are applied in low wages. wages – the amount workers and Kenya. However, the sharing of service As many respondents chose not their families need in order to be able charges is not always transparent and to say how much they were paid, and to afford a basic, but decent, life style some respondents complained they given that wages vary according to – are often estimated to be well over did not receive a share at all. specific roles and between hotels, it 20,000 shillings per month in Kenya. Tips can help Kenyan hotel is only possible to draw generalised This is more than some workers earn workers reach a living wage. At the conclusions. However, our data in total, particularly in all-inclusives. all-inclusive hotels though, levels of suggests that wages are often still low The median wage in Kenya is over five tipping were considerably lower than and problems with the way tips and times this amount (100,000 shillings). elsewhere. 11 Research findings

Over dependency on service charges and tips, is a major concern for hotel workers from all three countries. When tourism is good then tips and service charges are likely to be good, but when tourism is bad the worker is forced to live on their basic salary. Of the few respondents who gave their wages in Tenerife, the average was 1723 euros per month, significantly more than the minimum monthly wage in Spain of 752.85 euros and a median wage of around 1000 euros. There appeared to be similar wages in all-inclusive hotels. However, there is no service charge or housing allowance in Tenerife, and staff at all-inclusive hotels reported that they received virtually no tips. Overall they were hence less satisfied with their pay than those in other hotels. Although one or two jobs commanded no tips at Tenerife’s non-all inclusive hotels, most earned between 50 and 200 euros extra from them. Benefits and leave Wages quoted by respondents from Barbados varied from 1500 to over 2000 Barbados dollars Whilst permanent staff in all survey report significant difficulty per month, approximately twice types of hotel are generally in claiming them. However, most the minimum wage of BDS800 able to access a range of employees on short term and although less than the median wage benefits, workers on short temporary contracts do not have of BDS5000. Most respondents felt term contracts rarely can access to the same benefits and levels of pay were roughly equivalent and are left vulnerable as a leave entitlement which adds to the with comparable jobs. result. More workers in the insecurity of such positions. As in the other countries, tips in all-inclusive hotels surveyed As previously reported, there all inclusive hotels in Barbados are have short term contracts. are more short term and temporary low. Whilst tips in other types of contracts in the all-inclusive hotels hotel vary, they can be over BDS100 Benefits and statutory leave help overall (see chart 4 on page 8). In a week, particularly in higher starred to ensure that staff enjoy working Barbados, for example, 27% of hotels. conditions which allow adequate workers surveyed from all-inclusive In Barbados there is a 10% service free time and rest, take into account hotels were on short term contracts, charge which is shared by employees family life, provide for adequate compared to just 9% from other according to a points system agreed compensation in case of lost or types of hotel. between the Barbados Workers reduced income and permit access to Union and employers. adequate healthcare. Workers in Barbados were the In all the countries in our survey most satisfied with their overall employees on full time permanent remuneration. contracts are entitled to a range of benefits and statutory leave. Only in a few cases did respondents to our 12 Health & safety ‘This sector continues to rank very highly Staff in all hotels are subject with occupational safety equipment with respect to the to stress, fatigue and a or clothing. range of risks. There were Only 19% of respondents number of accidents numerous reports of injuries mentioned having been given and long term health issues. health & safety training although reported to our office’ Our data suggests that stress interviews suggest this figure should Senior Safety and Health can be a particular issue for in reality be higher. There were also Officer in the Labour workers in all-inclusive hotels. several reports of inadequate safety Department, Barbados equipment, particularly in Kenya. Workers in the hospitality sector are Overall there were slightly more and psychological risks to which faced with a range of health-threatening reports of health problems and hotel workers are exposed. working conditions. Risk comes in accidents from workers in all-inclusive Housekeeping staff complained many forms – repetitive tasks, long hotels, and particularly so in Tenerife. that conditions are often physically hours, exposure to harmful substances, There were significantly more reports demanding, whilst overheated noise, psychological pressure, physical of stress in all-inclusives in all countries, laundries and kitchens, large trolleys, aggression and much more. The degree and anecdotal evidence from Barbados and working without modern of risk varies with specific roles but it is suggested that this might be because equipment put pressure on staff reasonable to expect adequate steps to staff have more continuous contact every day. Tourism Concern’s 2004 have been taken to prevent work-related with guests as they stay in the hotel research also highlighted how cost accidents, injury or ill-health. This for longer periods. Some focus group cutting measures such as reducing means provision of a safe and hygienic respondents suggested that this means staff, reducing the number of lifts in working environment and regular they also have more work to do, but service and cutting out lighting and health and safety training. management responded that staff air-conditioning during the day put Our research investigated whether numbers are higher and hence this additional demands on workers. and how workers might be exposed should not be the case. The nature of the work women to risk, whether they have suffered A selection of individual more typically do – including injury or ill-health due to their work responses are shown in the box below housekeeping and some kitchen work – and also whether they were provided demonstrating the range of physical means they are exposed to greater risk.

HEALTH & SAFETY ISSUES REPORTED BY RESPONDENTS Strain or injury brought about by physically demanding work including Irritation, fatigue and/or respiratory problems brought about by carrying heavy loads, standing for long periods standing, and temperature, humidity and fumes, particularly in kitchens. repetitive tasks. Passive smoking in certain guest areas. Monotonous work and work without creativity and initiative is widely Contact with dangerous substances such as oven and floor cleaners, reported. Certain complex tasks which require high concentration levels disinfectants, soaps and detergents, pesticides with reports of associated can induce fatigue and greater risk of accident. infections, skin, eye and nose irritation, allergies, respiratory diseases etc. High workload and stress particularly at peak hours and related to Accidents such as slips, trips and falls; and associated sprains, broken customer behaviour can be exacerbated by continuous customer limbs, injured necks and backs, cuts and bruises etc. contact. Sometimes, workers feel squeezed between the demands of management and the needs of guests. Physical violence (or the threat of), harassment and discrimination. High workload, including due to lack of replacement of sick colleagues, Unwanted sexual attention. and related headaches, stress and fear. Anecdotal evidence suggests this Problems related to control in and over work, checks by superiors, no can lead to depression and increased absenteeism. time for breaks, uncertainty about the finishing time of the work, and lack Noise and high frequency sound levels causing fatigue and in one or two of communication. cases reported hearing loss. Low light conditions, which can create a higher risk of accident.

13 Research findings

Stress, violence and discrimination such as long shifts, irregular hours, income insecurity, cost cutting, new technology, alcohol consumption In our survey there were Responses varied far more between and the sometimes sexual nature of several reports of bullying different hotels, probably reflecting holiday promotion, are high risk and discrimination of different the fairness of individual managers. factors, particularly for vulnerable types, and significantly more However, there were more reports in groups such as women and youth as in Kenya. Staff from all- our survey of bullying and harassment well as ethnic minorities, migrants inclusive hotels in all three in all-inclusive hotels and slightly more and part-time workers. countries reported stress, felt their ideas were not listened to. Stress is a major health factor and bullying and feeling their More workers in smaller hotels (those can lead to tiredness and physical ideas were not listened to. with less than 100 guests) felt that their exhaustion. Tourism Concern’s ideas were listened to than in larger, and research in 2004 found that Fair treatment in employment is relatively few of those were all-inclusive. housekeeping, kitchen and waiting a basic right, not only in terms of In Kenya, there were widespread staff are particularly prone to stress equality of opportunity and pay, but complaints of harassment and and depression. Housekeeping also in being able to work without discrimination, particularly on the staff face a challenging workload to harassment or exposure to violence, basis of gender and age. Although be completed within a shift, with being listened to and given a degree reported incidences were somewhat considerable physical strain added to by of autonomy, and through the fair less in Tenerife, there were more the psychological strain of conflicting handling of any grievances or conflict. reports of racial discrimination. demands from guests and management. Our research investigated the In Barbados very little Kitchen staff are expected to create extent to which respondents felt discrimination was reported and deliver high quality products supported by colleagues and/or their overall, and there was no significant in a very limited time, and waiters managers, and also of any bullying difference between types of hotel. have to accommodate the constraints and discrimination. Whilst bullying and harassment were of the cooks and the harassment of Respondents reported a range of reported, respondents’ average rating supervisors whilst trying to fulfil the offensive or unreasonable behaviour of their managers was much higher wishes of the guests. from managers, colleagues and than the other two countries. These pressures can exacerbate sometimes from guests. These included: A number of issues to do with workplace bullying. Unreasonable • Setting impossible deadlines harassment – including by guests – and repeated pressure, threats and • Verbal abuse and significant reports of stress also intimidation were widely reported, • Constant criticism or insults emerged, particularly in focus group especially amongst more vulnerable • Excluding or isolating employees discussions and interviews. groups. Apart from the physical and • Being given unpleasant The ILO highlight that high psychological effects on individuals or meaningless tasks levels of violence and stress can be and their families, bullying also • Sarcasm or belittlement caused by the physical and social creates a risk to health and safety, and • Spreading of misinformation environment of hotels. Factors is damaging to the hotel as a whole. • Deliberately changing of work rosters to inconvenience a particular employee • Withholding information or resources Bullying/harassment DISCRIMINATION NOT listened to critical to effective work performance • Manipulating the opinions of AI 6% 12% 19% colleagues OTHER 4% 9% 18% BARBADOS • Offensive humour, including AI 3% 2% 13% degrading or inappropriate written

and pictorial material. KENYA OTHER 2% 1% 11% • Sexual harassment AI 4% 6% 18%

Overall there was little difference OTHER TENERIFE 2% 5% 18% between all-inclusive and other types of hotel in how supported staff felt. CHART 5: Mistreatment by country and type of hotel (% of total responses) 14 Child labour Child labour remains particularly common in or around the tourism industry. However, perhaps because much of this is in the informal sector rather than in hotels themselves, our research revealed little evidence of child labour. It is nonetheless possible that some smaller, family-run hotels do employ child labour. Other research suggests that children working in tourism can Gender issues be exposed to physical and moral hazards that damage them for the rest Whilst survey data was hotel workers are women, reflecting of their lives, owing to the association a little inconclusive, the nature of women’s employment. of some of these enterprises with interviews suggest that While a higher proportion of women alcohol, the sex industry, violence and women in all types of hotel respondents reported harassment and illicit drugs. are paid less, have fewer discrimination, and more women The USA Office of Child opportunities and face feel their ideas are not listened to, Labor, Forced Labor, and Human higher levels of harassment many male respondents felt that Trafficking (OCFT) reports that, in than men. treatment is equal, demonstrating Spain there are laws and policies to that discrimination can be insidious. protect children from exploitation in Women make up between 60 and In Tenerife, while pay was the workplace. Their research suggests 70 per cent of the labour force in the consistently reported to be equal, that while child labor was generally tourism industry in most countries. respondents again felt that there are not a problem, there were reports of However, women tend to earn less more opportunities for men. trafficking for sexual exploitation. than men and be in lower skill roles, In Barbados there were almost no They report that in Kenya, despite such as housekeeping and some reports of discrimination, and a focus greater efforts to eliminate the worst customer contact areas. Men may, for group with female employees from forms of child labour in recent years, example, be employed as bartenders, several different hotels suggested it still persists and enforcement of porters, gardeners and maintenance that there was equal pay and equal legislation is weak. workers – jobs of equal value but opportunities. The worst forms of child labor for which they often earn up to Women can face sexual do not appear to be a significant 25% more. The ILO feel women are harassment from colleagues, problem in Barbados. vulnerable in the industry and face managers and clients. Late working precarious types of jobs, inequality, hours, service of alcohol, dress code, violence at work, stress and sexual racism, negative attitudes related harassment. The relatively low level to service staff, and the sometimes of women’s participation in workers’ uninhibited, sexualised nature of organizations, particularly at senior tourism contribute to a high-risk level, may also give them a weaker environment especially for women bargaining position. and young workers. This is of Our research investigated particular concern when management discrimination on the basis of show no support for workers to bring gender and perceptions about equal forward complaints against guests, opportunities and equal pay for fellow workers or managers. women. In Kenya respondents generally felt there were more opportunities for men, even though more than 60% of

15 Research findings

Social dialogue and trade unions common reason cited being that they are not perceived as useful. However, in focus groups with union Although collection of if not, what the reasons might be. members they claimed that these questionnaire data was Overall there was more variation non-members benefitted from the conducted by unions in each in union membership between tripartite Barbados Social Partnership country, many individual individual hotels than between all- (between government, unions and respondents were not inclusive and other types of hotel. employers), initiated in 1993. A members. Overall there In Kenya almost all respondents number of protocols addressing was more variation in union were members of KUDHEIHA the nation’s social and economic membership between – the Kenya Union of Domestic, problems have been signed and individual hotels than Hotels, Education Institutions, workers rights have been enshrined between all-inclusive and Hospitals and Allied Workers. As in law. Such negotiation is not always other types of hotel. KUDHEIHA were responsible for straightforward of course and BWU collecting questionnaire data this withdrew from the social partnership The extent to which workers may not be representative of the in August 2013. can express themselves on work- sector as a whole. Despite the high In Tenerife union membership related matters and participate in level of union density, there are still was found to be the lowest. Less than defining their working conditions problems in the sector such as the half of respondents in all-inclusives is an important dimension of lack of contracts for casual workers. are union members, fewer still in decent work. In their Policy for the Nonetheless progress has been made other hotels. Those that are members Tourism Sector the IUF state that via collective bargaining agreements are almost all in the Unión General their ‘affiliates should ensure that (CBAs) including minimum terms de Trabajadores (UGT), one of the companies fully respect workers’ and conditions of service and dispute two major Spanish trade unions, freedom of association and right to settlement procedures. Some felt that along with CCOO. Of those giving bargain collectively and, as required CBAs were not fully implemented. a reason for not having joined, more by the ILO Declaration, have a In Barbados, despite questionnaire than 60% said that they did not positive attitude towards trade data being collected by the Barbados have time, perhaps also suggesting union activities, including those of Workers Union (BWU) only two that they are not aware of the key international associations of unions.’ thirds of respondents were members. role the union can play in upholding Our research looked at whether The remaining third were not their rights and negotiating respondents were union members and, members of any union, the most improved working conditions. Two women workers were members of Intersindical Canaria – a left-wing nationalist trade union movement All inclusive 40 56 in the Canary Islands with a socialist and feminist profile. other 35 49 barbados Social dialogue Social dialogue, which includes all All inclusive 28 30 types of negotiation, consultation and exchange of information between

KENYA governments, employers and workers other 45 48 on issues of common interest is seen by the ILO as pivotal in promoting consensus building and democratic All inclusive 22 52 involvement. Whilst sometimes seen as an end in itself, it provides a useful

other 16 34 context for more specific negotiation tenerife by unions of workers rights in the tourism sector. CHART 6: Union membership among respondents This can be channelled through 2011/12 GRANT TOTAL % TOTAL 2011/12 GRANT 16 The role of tour operators

collectively chosen representatives or Labour standards, social responsibility and tourism, involve direct interaction between TOURISM CONCERN, 2004 the worker and employer. Being able ‘Tour operators in Europe sell a profitable and highly desirable product. In to organise freely and to negotiate order to do so they contract with distributors, transport providers, sales agents collectively is a pivotal element of and hotels all over the world. The demand created by consumers, using the democracy at the workplace. tourism product, creates millions of jobs world-wide. However, labour rights and The UN Declaration of Human working conditions are invisible on the corporate social responsibility agenda. Rights (Article 23,4), the ILO Low wages, poor conditions and negligible promotion prospects are consistent Declaration on Fundamental across the tourism sector in both rich and poor countries. Principles at Work (1998), and ILO There is ample evidence that European tour operators are accountable for Labour Conventions C87 Freedom of the actions and policies of their supply chain – including economic, social and Association and Protection of the Right environmental standards. Labour standards must be addressed as part of the to Organise Convention, 1948, and wider corporate social responsibility agenda.’ C98 Right to Organise and Collective Bargaining Convention, 1949 all support the right for every worker Adverse labour conditions derive both monitoring activities with other to freely join a trade union. The from individual tour operator activities tour operators and other actors in Ethical Trading Initiative maintains (e.g. employment practices) and from the industry and beyond, including that not only should workers, wider structural issues (e.g. unequal unions and governments. without distinction, have the right power relations between multinational Codes of conduct, labour audits to join or form trade unions of tour operators, governments and local and monitoring of performance can their own choosing and to bargain tourism entrepreneurs; labour law). all be initiated by tour operators in collectively, but that employers Whilst tour operators may not seeking to improve standards, as can should be accepting of trade unions own or operate hotels, they can exert engaging with other initiatives, and and their organisational activities and considerable influence, particularly if other concerned groups, such as trade workers representatives should not be they are a key partner with a particular unions and employers associations, discriminated against. hotel or chain. They can also seek to women’s groups etc. Whilst there was no evidence cooperate with other industry partners. They have a strong incentive to amongst respondents in any of Safeguarding Labour do so. There are clear reputational the three countries surveyed that Rights, Kuoni risks to being associated with poor workers were denied this freedom, ‘We are committed to ensuring fair employment conditions, while more a small number of workers from working conditions within the tourist immediate concerns might include the in each country expressed concern sector. Thus, we have introduced customer experience being diminished that representatives and even human and labour rights standards by low staff morale. individual union members could be into our Supplier Code of Conduct. More structural issues, such as discriminated against. There was no These contractual provisions commit wages, require an industry-wide statistically significant data to suggest our suppliers to respecting local approach in cooperation with trade that this was more likely in an all- employment law and international unions and the government, but again inclusive hotel. human rights, to not tolerating any tour operators can play a key part. discrimination on the basis of sex or In the long-term, a meaningful religion, to offering a safe and hygienic approach to decent work in hotels workplace and to paying at least the needs to seek opportunities for joint minimum wage for the work done.’ awareness-raising, incentives and

17 Conclusions and implications

The research detailed in this report living wage and, as stated above, staff guests tend to spend more hours reveals three overarching findings: in all-inclusive hotels often receive each day in the hotel, there may be little or nothing in tips. The iuf more work to be done and prolonged 1 Staff in all types of hotel are also state that ‘Workers should have contact with guests, which can be faced with low wages and a range of access to company documents to verify tiring and stressful. unfavourable working conditions, from the amount of tips and service charge The IUF state that ‘Working hours working hours which disrupt home life they are entitled to’ which is rarely the in the HRCT sector should be set by through to stress and exposure to risk. case, and further that ‘the working collective bargaining and efforts should 2 Workers in all-inclusive hotels conditions, wages and fringe benefits be made to eliminate differences that face even less favourable working of seasonal, temporary or part-time may exist in this respect with other conditions. Amongst our respondents workers… should not be below those of economic sectors.’ The negotiation a greater number were on short term full-time permanent workers.’ Again, of acceptable maximum working contracts which offer fewer benefits and our research suggests that this is not hours, including maximum overtime less job security. Prolonged contact with the case, particularly in all-inclusive and minimum time between shifts guests is more likely in all-inclusives, hotels. etc can set industry benchmarks by which can be stressful. All-inclusive In Barbados the amount and the which hotels can be held to account. hotel staff receive significantly less distribution methods for service charges Working hours should also comply in tips meaning that their overall is determined by collective bargaining. with national laws. remuneration is lower. Concerns about One dynamic aspect of decent unpaid overtime are also greater. work is whether individuals are able Stability and security of to improve future work and income work 3 There is some evidence of progress via training and further education. Job security is seen by most people since Tourism Concern’s published The ILO say that ‘Human resource as an important aspect of decent research in 2004: ‘Labour standards, development in tourism should be work, and the IUF Policy for the social responsibility and tourism’. given priority attention by tourism tourism sector states that ‘IUF This has come about in part as a leaders, within the framework of affiliates in the HRCT sector should consequence of union representation sectoral social dialogue at all levels put a priority on the creation of and effective collective bargaining, and supported by governments and stable, permanent, full-time jobs.’ including in a context of broader educational institutions’. Our research However, the seasonal nature of social dialogue and the enforcement demonstrates a clear need for tourism and its vulnerability to of appropriate legislation. Barbados such dialogue as there is a general political and economic crises create in particular demonstrated a model reluctance for hotels to invest in big fluctuations in occupancy which of engagement that appears to have training, particularly of lower in turn mean that employment in had some favourable results and is level staff and staff on short term tourism is not secure. The need for respected by many of the staff who we contracts. a flexible workforce also means that interviewed. many staff are only on short term Decent hours contracts. Staff on such contracts – of Adequate earnings and The ILO say that excessive hours and whom our survey suggested there is a productive work atypical hours can be detrimental to higher number in all-inclusive hotels The IUF Policy for the tourism sector physical and mental health and they – consistently reported more stress, states that ‘workers in the HRCT impede the balance between work lack of training, lack of benefits and sector are entitled to a decent base and family life. greater discrimination. pay, equal to at least the average in Working hours were one of the In Barbados, however, this appears the country. All employees are entitled most commonly cited causes for to have been mitigated somewhat by to a regular wage for regular hours. concern amongst respondents in all representation and negotiation. The Whenever compensation is dependent three countries and women were tripartite Barbados Social Partnership, on the volume of business (pay based particularly badly affected. which deals with wider national on service charge), employees must also Whilst our data did not suggest issues of job security and layoffs as be guaranteed a minimum salary.’ that working hours were different in part of policy, provides a backdrop Our research suggests that this is all-inclusive hotels, more of their staff to the collective bargaining process generally the case but some workers reported incidences of overtime not by which minimum hours, staff in our survey still receive less than a being paid. Also, since all-inclusive compensation, and/or reassurance 18 about future re-employment can be restaurant professions with respect to ILO–IHRA statement negotiated. contacts with customers.’ As discussed on tourism and above training provision is often employment, January 2010 Combining work and inadequate, particularly for staff on family life short term contracts. Health and ‘Employment in the tourism industry Reconciling work and family life safety training was only mentioned should include not only job creation has become a major public policy by a relatively small number of but decent and productive work in concern in many countries and respondents. sustainable hospitality enterprises... can seen as a gender equity issue, There were numerous examples All stakeholders should since women often have main of injury, illness and exposure to collaborate in order to improve responsibility for family care and risk. There were also reports of stress, employment regulations and working household work. particularly from workers in all- conditions in the tourism industries, It is clear from our research that inclusive hotels. Long working hours, in line with the Employment and family life often is disrupted by reduced salaries, split shifts, job Decent Work Agenda originally employment in hotels, with workers insecurity, commuting time to the developed by the ILO and having to travel long distances to workplace and staff reductions were subsequently accepted widely by the work, work atypical hours (evenings, all noted as contributing to increased UN system. Stakeholders should nights, weekends, holidays, etc), long levels of stress. also ensure safety, equality and hours and split shifts, sometimes The ILO says that a human dignity as well as adequate with an insufficient break to return comprehensive approach is required levels of remuneration in tourism home between shifts. The IUF policy through which the health, safety employment. states that ‘Whenever feasible, workers and well-being of workers becomes should work uninterrupted shifts. In an integral part of continuous the ILO as pivotal in promoting the event of broken shifts, adequate improvement of services. Preventative consensus building and democratic compensation should be negotiated.’ measures can take many forms: involvement. In turn, the right for This was not always the case amongst reduction in continuous or repetitive an individual to join or form trade our respondents. work, elimination of hazards, unions of their own choosing and substitution of less hazardous to bargain collectively is critical to Fair treatment in substances or processes, safety the pursuit of decent work. Workers employment and health education, protective are dependent on the strength and Fair treatment means working equipment, careful design of efficacy of their union and of course without harassment or exposure to workflow, and limiting the unions need the support of members. violence, being listened to and given participation of vulnerable groups In Kenya, most of the respondents to a degree of autonomy, together with (e.g., young workers). Reducing stress our survey were union members, but the fair handling of any grievances and fatigue also reduces accidents. only two thirds were in Barbados. In or conflict. It also means not being Tenerife the proportion was even lower. subject to bullying or discrimination. Social protection The tripartite Social Partnership in In our data, there were more Adequate social protection is a Barbados (between government, unions reports of bullying and harassment defining feature of decent work – including the Barbados Workers in all-inclusive hotels. Staff in all around the world. Whilst many Union who represent hotel workers types of hotel often felt they were permanent staff in all hotels reported – and employers), has facilitated the not listened to and, with individual receiving a range of benefits, most signing of a number of protocols exceptions, were not adequately of those on short term contracts did addressing social and economic supported by management. not. As has been stated there were problems, and workers rights have more of those in our sample who been enshrined in law. It is clear that, Safe work environment worked in all-inclusive hotels. despite sometimes being problematic, IUF policy states that ’Safety and the process has improved working health issues should be included in Social dialogue and conditions for workers in general. A collective bargaining. Emphasis should Collective Bargaining lot of the significant progress for hotel be on the need to train workers in Social dialogue between governments, workers has been negotiated by the the sector, particularly in light of employers and workers on issues Barbados Workers Union, via collective the specific nature of the hotel and of common interest is seen by bargaining, against this backdrop. 19 Country profiles Kenya

It is essential to situate analysis of pay and working conditions in hotels The Republic of Kenya is a sovereign within the wider social and economic development context which influences state in the African Great Lakes it – they are inextricably linked. High unemployment and competition for region of East Africa. Its capital jobs can drive wages down for example, and fluctuations in tourist arrivals and largest city is Nairobi. Kenya mean employees are even more vulnerable than in other industries. There is lies on the equator with the Indian a business case for government protecting the labour force as it encourages Ocean to the south-east and covers overseas investment. However, corruption, political uncertainty, and economic 581,309 km2 (224,445 sq mi) with a and political crisis can undermine political control and the ability to protect population of about 44 million as at workers, whilst also disrupting tourism. July 2012. The capacity, resources, and political will of a government determines Kenya’s services sector, which its ability or willingness to uphold its duty to fulfil and protect the rights contributes about 61 percent of GDP, of workers, including through the effective implementation of legislation. is dominated by tourism, which has Poverty, social and political conflict and poor governance all affect the way grown steadily in most years since businesses operate, as well as the ability of workers and their representatives independence in 1963. By the late to negotiate. Wider societal and cultural norms also influence the extent to 1980s it had become the country’s which internationally recognised standards are adhered to, and help determine principal source of foreign exchange. vulnerabilities affecting certain groups. Tourists, the largest number from Laws covering working hours, contracts, protection of wages, child the United Kingdom and Germany, protection, forced labour, holidays, freedom of association and collective are attracted mainly to the coastal bargaining etc. can of course play a major part in protecting workers. These beaches near Mombassa and the also include the right to strike and collectively bargain. Ratification of ILO game reserves. Tourism is now conventions is a good indication that international standards are being Kenya’s largest foreign exchange recognised. However, these may not be translated into laws, and even when earning sector and generated US$803 they are, the laws may not be adequately enforced. In Kenya, for example, the million in 2006, up from US$699 Ministry of Labour have admitted that they are under-resourced and require million the previous year. more technical officers to enforce the labour laws. However, during the 1990s, the number of tourists travelling to Kenya decreased, partly due to the well publicised murders of several tourists. Following the controversial 2007 presidential election and the 2007-2008 Kenyan crisis that followed, tourism revenues plummeted from 273,000 arrivals in 2007 to only 130,585 in 2008. Tourism Concern’s research found that 87% of tourists to Kenya were buying all-inclusive packages in 2004: a percentage which has been maintained since.

Economic Outlook Having witnessed drastic currency depreciation and rapid inflation in 2011, the economy experienced stability for both indicators in 2012 and 2013 and this is predicted to persist. The economy experienced moderate growth of 4.5% in 2013 and, according to projections by the World Bank and the International Monetary Fund (IMF), is expected 20 Kenya

to grow by up to 6% this year, even in tourism, which can lead to Benefits Act, 2007, and Occupational after the temporary shock of the acceptance of unfavourable working Health and Safety Act, 2007 were September 17, 2013 terrorist attack conditions and pay. key amongst these. To see a world in Nairobi. The Human Development Index map showing labour laws in Kenya GDP per capita has grown (HDI) is a composite statistic of life in a range of categories, go to: www. consistently in the last 10 years and expectancy, education, and income africapay.org/kenya/home/labour-laws/ was over US$800 in 2013, up from indices used to rank countries into world-map-labour-laws. around US$400 in 2003. However, four tiers of human development. According to the ILO Kenya has whilst Kenya’s poverty levels have HDI in Kenya has increased in the ratified 49 conventions, including 7 also declined, over 40% are estimated last decade, but was still only 145th of 8 fundamental conventions, 3 of to still be below the poverty line, in 2013, which is in the low human 4 governance conventions and 39 of and over 65% in coastal areas where development tier. 177 technical conventions. tourism is popular. Unemployment in Kenya is estimated at about 40% Labour Law Trade Unions of the workforce, with 70% of those Labour law in Kenya has improved The Central Organization of Trade unemployed are between the ages in the last decade, with a number of Unions, COTU (K) is the sole of 15 and 35. Social protection has updated laws being established via national trade union centre in improved in recent years, but still a coordinated consultative process. Kenya. COTU (K) was founded in fails to reach many in the population, The Labour Institutions Act, 2007, 1965 upon dissolution of the Kenya particularly the most poor. Many of Employment Act, 2007, Labour Federation of Labour and the African these are competing for employment Relations Act, 2007, Work Injury Workers’ Congress. It currently affiliates 35 of the 41 registered trade unions in the country, and has a membership of about 1.5 million. KUDHEIHA – the Kenya Union of Domestic, Hotels, Educational Institutions, Hospitals and Allied Workers – is one of the oldest trade unions in Kenya, formed in 1951, and represents the workers in hotels to improve their terms and conditions of employment through collective bargaining. Whilst it has been effective in some areas, there are reports of weak leadership and a low capacity to engage in collective bargaining, which has led to fragmentation and reduced membership. It has been criticised by some workers for its close relationship with the Kenya Association of Hotel Keepers and Caterers (KAHC), although others make the counter argument that this is a manifestation of effective social dialogue.

21 Tenerife

Tenerife is the largest and most Americas and now encompasses the No. 87 (Agreement on Trade Union populous island of Spain’s seven former small enclave of La Caleta. Freedom and Protection of the Right Canary Islands, with a land area of In the more lush and green north to Form Trade Unions of 1948) and 2,034.38 square kilometers (785 sq of the island the main development No. 98 (Agreement on the Right to mi) and population of 898,680. for tourism has been in the town of Form Trade Unions and Right to Tourism is the most prominent Puerto de la Cruz. Collective Bargaining of 1949), the industry in the Canaries, which 1995 Labor Act, Parliament Acts, is one of the world’s major tourist Economic Outlook Royal Decrees, the government destinations. In 2005, 9,276,963 Spain is rated as the world’s 23rd regulations that implement the 1995 tourists came to the Canary Islands most developed country and is listed Labor Acts, collective bargaining of which 3,442,787 visited Tenerife. among the countries of very high agreements, individual labor In 2012 the total was 4.900.817, human development. Until 2008, contracts and case law. slightly down on 2011 but still the Spanish economy was regarded as According to the ILO Spain has demonstrating how rapidly visitor one of the most dynamic within the ratified 133 conventions, including 8 numbers are increasing overall. EU. However, it was hit hard by the of 8 fundamental conventions, 4 of 4 However, economic crisis since global economic crisis of 2008-9. governance conventions and 121 of 2008 has resulted in a decrease in The bursting of the housing 177 technical conventions. employment in the sector which, bubble tipped Spain into a severe However, in the face of the despite the modest recovery of recession and by the end of 2011 the growing economic crisis, the Spanish tourism activities in 2010, still country had an unemployment rate Parliament recently passed drastic continues. of nearly 23%. In spring 2013 this reforms to labour laws, ostensibly Tourism is more prevalent in had risen further to 27.2%. to give employes confidence, but in the south of the island, which is effect making it easier and cheaper hotter and drier and has many well Labour Law for them to lay off workers. developed resorts such as Playa de las The basic sources of labor law in During the two decades preceding Americas and Los Cristianos. More Spain are the Constitution of 1978, the crisis, social dialogue in Spain recently coastal development has treaties such as the International played a fundamental role and spread northwards from Playa de las Labour Organization Agreements was a distinctive trait of industrial relations. As a result of the financial and debt crisis, social dialogue as a tool for socio-economic governance has been questioned for both its legitimacy and effectiveness. The crisis has put the Government and social partners under great pressure to introduce reforms in a short period of time and under a rapidly worsening socio-economic context. To a certain degree, the exogenous pressure to implement reforms and austerity has reduced the space for the Government to seek consensus. There are around 2.9 million trade union members in Spain and the latest official figures from the ministry of labour for 2010 show that 16.4% of all those in work are union members. In our survey, Tenerife had the lowest number of unionised workers.

22 Barbados

Barbados is an island country in the opportunities for both sexes but, to continue to be sluggish and recent Lesser Antilles. It is 34 kilometers from a gender perspective, women concerns have also highlighted that (21 mi) in length and up to 23 and men tend to be allocated some of their Caribbean neighbours kilometers (14 mi) in width, covering positions that conform to traditional are experiencing growth in tourism an area of 432 square kilometers (167 patterns and men’s roles tend to while numbers in Barbados continue sq mi). It is one of the Caribbean’s attract higher pay. to fall. leading tourist destinations and one of the most developed islands in the Economic Outlook Labour Law region. Tourist facilities are densely Barbados was ranked 38 by Human In Barbados, there are a number of concentrated on the west and south Development Index in 2013, labour laws which define the rights coasts. Barbados has a population of putting it in the very high human and responsibilities of employees, 277,821 people. development bracket. GDP per employers and any representative From 1956 to 2000 international capita rose from US$9,500 in groups, and which cover areas arrivals grew from 17,900 visitors 2000 to over US$14,000 in 2010. including industrial relations, to 545,000. Since then, however, However, partly as a result of poor occupational safety and health numbers have fluctuated somewhat, economic performance in Europe, and labour standards, reflective of dropping to 498,000 in 2002 and GDP contracted in 2011, was flat ratified ILO Conventions. According then climbing to 575,000 by 2007. in 2012 and contracted again in to the ILO Barbados has ratified Numbers were 568,000 in 2011, 2013. Barbados relies heavily on 40 conventions, including 8 of 8 536,303 in 2012, and 508,520 in European source markets for its fundamental conventions, 3 of 4 2013. Approximately one third of tourism sector, and the declines governance conventions (Priority) visitors come from the UK. in visitor numbers described are and 29 of 177 technical conventions. Tourism has expanded economic reflected in GDP. Growth is predicted The Barbados Social Partnership was initiated in 1993, in response to the severe economic challenges of the early 1990s – a tripartite social dialogue between government, the private sector and the trade unions. The Social Partnership is credited by some for an increased level of trust and cooperation within Barbadian society which has allowed the country to realise economic development and social stability in the past two decades. The Barbados Workers Union, who represent the majority of hotel workers, have achieved a lot via collective bargaining and, in parallel, have played a central role in the Social Partnership.

23 1 Cornhill, London, EC3V 3ND Telephone: 020 7666 3095 Action for Ethical Tourism www.tourismconcern.org.uk

Tourism Concern is an independent campaigning organisation The International Union of Food, Agricultural, Hotel, founded in 1989 to challenge exploitation in tourism, particularly Restaurant, Catering, Tobacco and Allied Workers’ in the global South. It aims to increase understanding of the Associations (IUF) is an international federation of trade impact of tourism on environments and host communities among unions representing workers employed in hotels, restaurants governments, industry, civil society and tourists; and to promote and catering services, as well as in agriculture and tourism development that is sustainable, just and participatory, plantations, the preparation and manufacture of food and and which is founded upon a respect for human rights. beverages, and in all stages of tobacco processing. The IUF is composed of 394 affiliated organizations in 126 countries. Tourism Concern is a UK Registered Charity No. 1064020 and Company Limited by Guarantee (England) 3260052