Silenced and Invisible: The Work‐experience of Room‐attendants in Norwegian Hotels

Abstract

There are four published studies in international journals of the work situation of accommodation service workers in hotels, and additionally three unpublished were found, spanning from the 1970s to date. As a fifth published study the present one aimed at identifying central problem factors of room‐attendants' work in the hotel business. Thirteen focus group interviews were conducted with room‐attendants in four Norwegian hotels. Research showed that problems related to social and organizational factors in the workplace considerably overshadowed poor physical working conditions. In meetings the workforce either did not voice their opinions and needs, or they were not listened to in the sense that their complaints and demands were met with adequate amendments. Communication was difficult or absent, managers unavailable or not listening, and intended empowerment did not function. Personal solutions were found to avoid obstacles to communication. Other problems at work included: time pressure, a sense of being under close and negative supervision, being undervalued at work, and not being involved in relevant decision making. Room‐attendants were not familiar with HES (Health, Environment and Safety), work contracts were not properly drawn up, and there was some confusion associated with pay and work hours. Instances of destructive leadership were indicated as was illegal working conditions. Positive aspects of the work situation were the close relationship some employees had with colleagues, and perks offered by the hotel chain.

Keywords:

• Room‐attendants
• hotels
• back‐stage
• working conditions
• working environment
• focus groups
• Norway

Acknowledgements

The Confederation of Norwegian Enterprise – Working Environment Fund; the Norwegian Hospitality Association; and the National Federation of Services Industries are the main financial contributors. We would like to express our sincere gratitude to all the informants who shared their experiences with us. The authors gratefully acknowledge the help from Odd A. Jacobsen, cand. philol, for his clever assistance with the language. We would also like to thank the three anonymous referees for critical comments to an earlier version of this paper.