Gazing at hotel guests: Deconstructing elements of the host-gaze

What is it about?

This study identifies key elements of the so-called host-gaze by investigating how Hong Kong hotel employees view guests emanating from a key source market - India. Front office and housekeeping staff evaluated their interactions with guests, particularly in the case of those from India. The researchers identified four elements of the host “gaze”, namely: (1) Initial Gaze; (2) Communication Gaze; (3) Customer Behavior Gaze and (4) Distinguishing Gaze. The authors reveal that though the gaze empowers employees to exercise control over their behaviors, manipulative behaviors increase the likelihood of workplace deviance. Drawing on the principles of emotional labor, the researchers affirm the importance of cultural and emotional intelligence for the professional demeanor and development of hospitality employees.

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