Whilst hotel management's rhetoric encourages staff to provide the best possible service by satisfying customers' needs, front line staff find themselves bearing the brunt of any abusive and sexual behaviour from customers. This article analyses the experience of harassment of hotel workers by...

This paper presents the findings of an investigation into the perceptions of managers in the UK hospitality industry regarding the changes that have occurred to the managers role during the last 15 years. The main findings indicate a shift from an operational to a business focus and a blurring...