'No, we don't provide that service': The harassment of hotel employees by customers

Whilst hotel management's rhetoric encourages staff to provide the best pos sible service by satisfying customers' needs, front line staff find themsel ves bearing the brunt of any abusive and sexual behaviour from customers. T his article analyses the experience of harassment of hotel workers by custo mers. The specificities of the hotel space, the elusive sexuality that exis ts within the hotel, and the issue of ethnicity in relation to imbalances o f power between the staff and the guest are all discussed using examples of harassment of hotel workers in a variety of workplaces and work roles. The article also explores how hotel workers deal with incidents of harassment, the complex ways in which they resist, and management reaction to harassme nt of their workers.