Chapter

Managing Autonomy

Rachel Sherman

in Class Acts

Published by University of California Press

Published in print January 2007 | ISBN: 9780520247819
Published online March 2012 | e-ISBN: 9780520939608 | DOI: http://dx.doi.org/10.1525/california/9780520247819.003.0003
Managing Autonomy

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This chapter introduces two hotels and compares their managerial regimes and archical professionalism. Although managers faced many similar constraints and had similar options for regulating workers, the two hotels produced luxury service very differently. The hierarchically organized and highly regulated Luxury Garden offered professionalized service while the Royal Court provided more informal, friendly service in the context of flexible organization and lateral authority. Despite the differences, overt managerial strategies of transforming identity were at best only partly successful in both hotels. These managerial regimes could not, in and of themselves, ensure worker cooperation and consent; rather, they provided different kinds of resources for workers in the constructions of selfhood.

Keywords: hotels; managerial regimes; archical professionalism; luxury service; selfhood; workers

Chapter.  16649 words. 

Subjects: Social Stratification, Inequality, and Mobility

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