What's Happening to Thai Hospitality?

Abstract

This study reports on how Thai employees feel about their hotel jobs in Bangkok and their attitudes toward working in the hospitality industry. Responses to questions about income were universally positive and there were more positive than negative answers about job satisfaction. Workers felt that they received good pay and were, in general, optimistic about the future of the hotel industry. But some work needs to be done to improve such negative elements as indifferent supervision, employee turnover, caste-system attitudes, and long work weeks to attract better-qualified employees and to remedy the alarming shortage of labor in the hotel industry. To improve public perceptions and enhance employees' experiences, the industry must create a working climate that is challenging, secure, trusting, caring, and promising. Any erosion of the traditional Thai spirit of hospitality seems to be the result of deficient elements in employees' working conditions. Ensuring the return of traditional Thai hospitality includes nurturing a pride in serving and wearing a service uniform, providing the opportunity for learning and advancement, and demonstrating the appreciation of employers and superiors both in words and pay.