Front line reception in high-end hotels: complexity and discretion at work

Journal title STUDI ORGANIZZATIVI
Author/s Fabio Gaspani
Publishing Year 2020 Issue 2020/2 Language Italian
Pages 25 P. 36-60 File size 322 KB
DOI 10.3280/SO2020-002002
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Focusing on the high-end hotel industry, the article investigates reception work highlighting the dimensions of complexity and discretion. Both the tangible and intangible contents of work are explored. The data come from a participant observation during which the author assumed the role of front line receptionist in two hotels in Milan. The focus on working practices underlies different scopes. It enables, on the one hand, to explore the peculiarities of a high-quality service, on the other, to shed light on the plurality of skills required to workers. The considerations developed through the study of high-end hotels also allows a better understanding of the characteristics of front line work in service organizations within the upper-end market.

Keywords: High-end hotels; front line workers; tangible and intangible work; task complexity and discretion; service encounters; service work.

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Fabio Gaspani, Il ricevimento negli high-end hotel: complessità e discrezionalità nei processi di lavoro in "STUDI ORGANIZZATIVI " 2/2020, pp 36-60, DOI: 10.3280/SO2020-002002