감정노동의 심리적 치유 : 호텔종사원을 중심으로

This study investigated cases, problems, and solutions using in-depth interviews to help heal the emotional labor of the hotelier. To summarize the analysis results, the hotels targeting the front desk reported that the situation of the reservation phone, the information of the lobby customer, and the difficulties of the room customer appeared as emotional labor, and the staff felt insulted, depressed, and stressed. The consultant suggested solutions to staff trauma and training programs for the hotel's organization as a measure. Next, in hotels targeting restaurants, disregarding employees' voices and intentional complaints about menus were revealed as emotional labor, which resulted in problems such as inhumane feelings, anger, health problems, and extreme thinking. The consultant's explanation of the service procedures and seniority advice were suggested as a solution. Finally, the hotel for the banquet service reported that the customer's coercive attitude was shown as emotional labor, while the employee stated that he/she was discouraged, exhausted, dissatisfied with his or her job and turnover intentions. Counselors suggested ways of presenting hobbies and cultural activities and inducing a harmonious atmosphere. Therefore, the implications for solutions to the emotional labor of the hotelier are as follows. First, it is a clear perception of psychological healing. Second, the conversion of emotional labor programs to activate emotional functions. Third, emotional labor should eventually be treated as a health problem. Fourth, it is an effort for real hotelier using color etc.