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Class Acts – Service and Inequality in Luxury Hotels - California Scholarship Online
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Class Acts: Service and Inequality in Luxury Hotels

Rachel Sherman


This book goes behind the scenes in two urban luxury hotels to give a nuanced picture of the workers who care for and cater to wealthy guests by providing seemingly unlimited personal attention. Drawing on in-depth interviews and extended ethnographic research in a range of hotel jobs, including concierge, bellperson, and housekeeper, the author gives an insightful analysis of what exactly luxury service consists of, how managers organize its production, and how workers and guests negotiate the inequality between them. She finds that workers employ a variety of practices to assert a powerful s ... More

Keywords: luxury consumption, inequality, United States, hotels, guests, service work, concierge, bellperson, housekeeper, luxury service

Bibliographic Information

Print publication date: 2007 Print ISBN-13: 9780520247819
Published to California Scholarship Online: March 2012 DOI:10.1525/california/9780520247819.001.0001


Affiliations are at time of print publication.

Rachel Sherman, author