sheetal singh
Understanding the Resistance to Change Within the Hospitality Industry
Sheetal Singh | April 4, 2019
By Sheetal Singh, Court Williams Frustrating, painful, draining, scary, exciting, unsettling, and exhausting are some of the words people, who are on the receiving side of change, use to describe their experience. It is a highly personal and emotional experience for most of us. Now imagine needing to serve guests cheerfully in a hospitality setting while you are experiencing these negative emotions. As a result, the toll change takes on hospitality professionals is greater than for most other industries. It is, therefore, critical that we understand the resistance to change as well as, have a plan to convert the "resistance" t...
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...
