Sexual Harassment in the Hospitality Industry: The treatment of women receptionists by male co-workers and male guests.
Author: Ellie-Mai Richardson
1 Commentries
Abstract: Sexual harassment is commonly found within the hotel sector of tourism, publications of this topic has been widely investigated by a number of authors. The treatment of female employees needs to be published in order for employers to help prevent these behaviours from happening in the future, for the mental and physical safety of their employees.
Key Words: Sexual harassment, verbal abuse, women, hospitality, receptionists.
Sexual harassment is a common workplace issue found by employers. Throughout the decades there has been an increase of publications investigating sexual harassment within different workplaces and how it affects its employees. The hospitality industry is more vulnerable to sexual harassment more so than other industries as employees are in contact with guests and co-workers more often; the main goal for hospitality businesses is to provide a host service to guests. However, Topping (2018) recorded that eighty-nine percent of hospitality employees had experience one of multiple forms of sexual harassment whilst at work.
The ratio of female to male employees within the tourism and hospitality industry is significantly higher than other industries, arguably because the form of labour is identified as low skilled, disadvantaged and domestic (Guerrier and Adib, 2000). Typical roles in which female employees are subjected to are housekeepers and receptionists because of the domestic tasks and emotional labour these jobs require, arguably making these occupations gender segregated whilst male employees tend to be chefs or managers. The role of education impacts the division of labour of hospitality employees as women are usually found within the lower level of the hierarchy (Gilbert et al., 1998). Despite being less-educated, women employees are expected to look “sexy” and be a “flirt” in order to sell the service to the customers (Gilbert et al., 1998:50); contributing to the gender segregation which can also be argued as discrimination.
Sexual harassment in particular is a continuing issue within the tourism industry and hospitality industry. The definition of sexual harassment has been described differently by a number of authors. However, one common element is the unwanted attention which is given to the victim, making them feel uncomfortable (Gilbert et al. 1998; Topping 2018). Verbal abuse is also found within these industries as a way of co-workers declaring more power over others due to their employee status, for example manager versus cleaner. Teasing and insulting other members of staff can also make them feel uncomfortable whilst at work, potentially having the same affect as sexual harassment.
Customers / Guests sexually harass front line staff members such as female receptionists (Guerrier and Adib, 2000) more so than other perpetrators. Again, this is because of the hierarchy of occupations within the hospitality sector. Customers are expected to receive services by employees and in some cases particular customers take advantage of these service roles by sexually propositioning, groping and/or harassing female workers (Guerrier and Adib 2000; Topping 2018). However, it is important to highlight that male co-workers also harass their female employees both verbally and sexually. Twenty-two percent of female hotel employees reported that they had been targeted to sexual harassment by their male managers (Topping, 2018) through sexual comments, unwanted sexual attention and sexual coercion. These incidents are arguably caused by the victims gender, dress code and expected behaviour when performing work tasks.
Victims of sexual harassment are negatively affected by the incident(s), both mentally and physically. In particular women gain fear, anxiety and low self esteem which then has an affect on their job role by having burnouts and alienation as well as job detachment and a decrease within their job performance (Guerrier and Adib 2000; Gilbert et al. 1998). Feeling unsafe and less confident at work can also occur for these employees (Topping, 2018), suggesting that they may want to leave their employment and look for somewhere where the chances of a similar incident happening is less likely. Verbal abuse can also create a negative impact for those affected. Again, leading to a loss of morale and efficiency (Gilbert et al., 1998).
It is crucial for hotels and employers to make sure that they are aware of how to deal with employee complaints and mistreatment by co-workers or guests through verbal and sexual harassment; for now there are too many employers that fail to protect their staff from these incidents on a regular basis (Topping, 2018). By providing training programmes and procedures for all employees, it can contribute towards the correct dealing of verbal abuse and sexual harassment. It is important that this industry needs to be able to protect and arguably prevent both verbal abuse and sexual harassment to female employees, particularly receptionists.
References
Gilbert, Y. Guerrier, and J. Guy (1998) Sexual Harassment Issues in the Hospitality Industry. International Journal of Contemporary Hospitality Management, 10(2) 48-53.
Guerrier, Y. and Adib, A. (2000) ‘No, We Don’t provide that Service’: The Harassment of Hotel Employees by Customers. Work, Employment and Society, 14(4) 689–705.
Topping, A. (2018) Sexual harassment rampant in hospitality industry, survey finds. The Guardian, Jan 24. Available from https://www.theguardian.com/world/2018/jan/24/sexual-harassment-rampant-hospitality-industry-unite-survey-finds [accessed 18 March 2020].
Key Words: Sexual harassment, verbal abuse, women, hospitality, receptionists.
Sexual harassment is a common workplace issue found by employers. Throughout the decades there has been an increase of publications investigating sexual harassment within different workplaces and how it affects its employees. The hospitality industry is more vulnerable to sexual harassment more so than other industries as employees are in contact with guests and co-workers more often; the main goal for hospitality businesses is to provide a host service to guests. However, Topping (2018) recorded that eighty-nine percent of hospitality employees had experience one of multiple forms of sexual harassment whilst at work.
The ratio of female to male employees within the tourism and hospitality industry is significantly higher than other industries, arguably because the form of labour is identified as low skilled, disadvantaged and domestic (Guerrier and Adib, 2000). Typical roles in which female employees are subjected to are housekeepers and receptionists because of the domestic tasks and emotional labour these jobs require, arguably making these occupations gender segregated whilst male employees tend to be chefs or managers. The role of education impacts the division of labour of hospitality employees as women are usually found within the lower level of the hierarchy (Gilbert et al., 1998). Despite being less-educated, women employees are expected to look “sexy” and be a “flirt” in order to sell the service to the customers (Gilbert et al., 1998:50); contributing to the gender segregation which can also be argued as discrimination.
Sexual harassment in particular is a continuing issue within the tourism industry and hospitality industry. The definition of sexual harassment has been described differently by a number of authors. However, one common element is the unwanted attention which is given to the victim, making them feel uncomfortable (Gilbert et al. 1998; Topping 2018). Verbal abuse is also found within these industries as a way of co-workers declaring more power over others due to their employee status, for example manager versus cleaner. Teasing and insulting other members of staff can also make them feel uncomfortable whilst at work, potentially having the same affect as sexual harassment.
Customers / Guests sexually harass front line staff members such as female receptionists (Guerrier and Adib, 2000) more so than other perpetrators. Again, this is because of the hierarchy of occupations within the hospitality sector. Customers are expected to receive services by employees and in some cases particular customers take advantage of these service roles by sexually propositioning, groping and/or harassing female workers (Guerrier and Adib 2000; Topping 2018). However, it is important to highlight that male co-workers also harass their female employees both verbally and sexually. Twenty-two percent of female hotel employees reported that they had been targeted to sexual harassment by their male managers (Topping, 2018) through sexual comments, unwanted sexual attention and sexual coercion. These incidents are arguably caused by the victims gender, dress code and expected behaviour when performing work tasks.
Victims of sexual harassment are negatively affected by the incident(s), both mentally and physically. In particular women gain fear, anxiety and low self esteem which then has an affect on their job role by having burnouts and alienation as well as job detachment and a decrease within their job performance (Guerrier and Adib 2000; Gilbert et al. 1998). Feeling unsafe and less confident at work can also occur for these employees (Topping, 2018), suggesting that they may want to leave their employment and look for somewhere where the chances of a similar incident happening is less likely. Verbal abuse can also create a negative impact for those affected. Again, leading to a loss of morale and efficiency (Gilbert et al., 1998).
It is crucial for hotels and employers to make sure that they are aware of how to deal with employee complaints and mistreatment by co-workers or guests through verbal and sexual harassment; for now there are too many employers that fail to protect their staff from these incidents on a regular basis (Topping, 2018). By providing training programmes and procedures for all employees, it can contribute towards the correct dealing of verbal abuse and sexual harassment. It is important that this industry needs to be able to protect and arguably prevent both verbal abuse and sexual harassment to female employees, particularly receptionists.
References
Gilbert, Y. Guerrier, and J. Guy (1998) Sexual Harassment Issues in the Hospitality Industry. International Journal of Contemporary Hospitality Management, 10(2) 48-53.
Guerrier, Y. and Adib, A. (2000) ‘No, We Don’t provide that Service’: The Harassment of Hotel Employees by Customers. Work, Employment and Society, 14(4) 689–705.
Topping, A. (2018) Sexual harassment rampant in hospitality industry, survey finds. The Guardian, Jan 24. Available from https://www.theguardian.com/world/2018/jan/24/sexual-harassment-rampant-hospitality-industry-unite-survey-finds [accessed 18 March 2020].