chapter  10
Emotional Labor Among the Frontline Employees of the Hotel Industry in India
Pages 24

These are typical “help wanted” ads that can be found everywhere in the hospitality industry. Whereas farms or factories are hiring “hands” or “heads,” hospitality companies want to hire “people.” The spirit of the hospitality industry is not only “getting a job done,” but it also involves getting the job done with the right attitude, with the right degree of sincerity, and with the right amount of concern for the guests. Every company in the hospitality industry requires that employees, while interacting with customers, display certain types of emotions such as friendliness, cheerfulness, warmth, enthusiasm, or confidence.