How to Minimize the Cost of Emotional Labor

Sheetal Singh | May 3, 2018

By Sheetal Singh and Court Williams While we have come to accept emotional labor as a critical aspect of being a good hotelier, both hotels and hoteliers struggle with the outcomes associated with engaging in emotional labor constantly. Burnout, stress and emotional exhaustion are terms we are all but too familiar with. Why is There a Cost to Emotional Labor? Over three decades ago Arlie Hochschild (1983) introduced the concept of emotional labor that extended our understanding of work related challenges beyond physical labor. A majority of her work focused on understanding its impact on airline personnel and how they coped with it. She...