“If a guest asks you for something, you’re there to provide it, no matter the consequences”
, more than 10,000 new hotel rooms have come online since the pandemic started, almost half of which are at premium price points.
Pali*, 32, spent a year working at a five-star resort in New Zealand, where she says that the enjoyment and fulfilment of guests was “prioritised over staff wellbeing”. “We were completely worked to the bone,” she says, describing days which started at five in the morning and ended after 4pm with not even a 30-minute break in between.
“I’d be so tired that I would trip over things by the time I was able to go home,” Pali continues. “It was quite hard to accept that we would be slaving away serving guests but the hotel management would have no remorse for how it might be impacting us. It got to a point where I just couldn’t keep going.”But while long hours and poor treatment undoubtedly contribute to the disrespect and dehumanisation of hospitality staff, this is felt even more acutely by workers of colour.
Pali, who is of Asian and Polynesian descent, also recognises the experience of indigenous people and land being sacrificed in order to further the experience of guests. She says that in the resort she worked at “lower level” staff such as cleaners and kitchen workers, who were mostly locals of Polynesian and Samoan descent, were sidelined in favour of white European workers for customer-facing roles.
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