Luxury hotel industry offers a variety of hospitality services that range from accommodation, restaurant services, spas, and massage services. In luxury hotel business caring service plays an important role in the success of a luxury establishment in comparison to the physical characteristics of the hotel and its amenities. The work of hotel staff is to extend care to every guest that visits the hotel establishment, and they have to ensure that they have customized contacts with clients because caring for guests means that they are catering for their needs. Hotel workers have to ensure that every desire of a client, no matter how insignificant is fulfilled. Hotel workers know that a guest's wish is worker's command and workers need to put a guest's needs before theirs for them to be in a position to offer better interactive and attentive services to clients. Latin American immigrants act as a strong labor force for the United States luxury hotel industry and without their labor contribution the hotel industry could not exist. Despite the fact that these Latin American immigrants work hard in comparison to their ‘native’ American counterparts, it is not easy for them to enjoy equal financial return and recognition.
It has become hard for immigrants working in the luxury hotel industry to have an upward rise in income and social mobility. Among the things that inhibit upward social mobility of immigrant workers is as a result of inequality based on race, class, and gender. The linguistic barrier also serves as a deterrent and drawbacks on the success of immigrant service workers in the luxury hotel industry. The hospitality business is all about workers forming interactive relationships with clients of diverse language and culture. It will, therefore, be difficult for an immigrant worker to understand customer needs and offer caring services effectively. Most jobs that immigrants perform in the luxury hotel industry are perceived as undifferentiated, unskilled, and undesirable thus limiting their earning opportunities because they lack bilingual proficiency to communicate and connect effectively with client needs. According to Sherman (2007), interactive workplaces are settings where production and consumption occur simultaneously which requires a team of workers to deal directly with customers. Workers who deal directly with clients are referred to as the "front of the house" while a team of workers who prepare raw material such as food behind the scene is referred to as the "back of the house." The two subgroups of workers are usually unequal, with front service workers earning substantially higher than the back of the house workers both regarding salaries and tipping. Most immigrant workers cannot use the English language fluently and accurately and thus limits them to deal directly with clients and only perform back of the house duties such as dishwashing and cooking. The meager salary received by cooks and dishwashers make them struggle and stay above poverty line thus limiting the upward mobility of immigrant workers.
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The luxury hotel industry in the United States is experiencing a modest upswing as a percentage in occupancy and room rates have stabilized. Most clients seeking hospitality services are travelers and tourists with diverse cultures and do not necessarily use English as their first or second language. English monolingualism in hotel set-up limits advancement in hotel luxury industry as it limits workers' ability to offer personalization services to clients. Barriers to communication make it difficult for workers to customize contacts and individualize their conversation with first-time guests. Research studies have shown that extending personalized attention to clients is an important element for creating customer loyalty and lack of personalization will result in unsatisfied and unhappy clients (Shernam 2007). Unhappy clients may end their stay and bad mouth the hotel thus damaging its brand and reputation. To ensure advancement in luxury hotel industry, workers should strive to learn the basics – such as greetings- of commonly use languages to enable them properly care for clients with diverse cultures and language. Monolingualism in the Aviation industry acts as a liability and limits its advancement. The United States of America is a popular tourist attraction for both domestic and foreign tourists. Foreign exchange from tourists is used to improve other sectors of the American economy. American airline workers need to learn different commonly used languages to enable them to offer personalized services to clients and ensure that the tourists return frequently.
Marxism theory argues that class struggle and inequality is the agency of historical change that will cause revolution and result in a socialist order and classless society. Class inequalities exist in Oakton, especially concerning academic integrity. There is application of double standards when punishing students who have engaged in academic irregularities such as cheating or plagiarism. Students from rich, affluent families use their influence administrators and office staff to escape punishment while poor students are usually facing dire consequences which may include expulsion from the school. There are new forms of inequality that are at play in the luxury hotel industry not only through the appropriation of labor efforts among workers but also as a result of unequal entitlement of emotional and material resources between workers and clients (Sherman, 2007). Sherman argues that luxury services depend on unequal entitlement to material resources which guarantees unequal entitlement to recognition and which may be the reason why guest receive more personal attention and labor than workers receive. In a bid to manage class conflict, Oakton has implemented serious consequences to anyone that violates the academic integrity policy. The policies enacted provide children with a fair hearing if a complaint is made against them. If a student is found guilty of violating the policy, a disciplinary record will be established and kept in the office of Vice President for Student Affairs for three years.
Conclusion
Class inequality in both the workplace and government institution such as colleges has become rampant, and the government needs to establish laws and policies to mitigate this problem as it inhibits both social and economic development of the United States.
References
Sherman, R. (2007). Class acts: Service and inequality in luxury hotels . Univ of California Press .
