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Heritage hotels: An exploration of staff experiences in these unique hospitality environments

Mostafa Marghany, Nigel Morgan Orcid Logo, Jocelyn Finniear Orcid Logo, Paul White Orcid Logo

Tourism and Hospitality Research, Pages: 1 - 7

Swansea University Authors: Nigel Morgan Orcid Logo, Jocelyn Finniear Orcid Logo, Paul White Orcid Logo

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DOI (Published version): 10.1177/14673584231215707

Abstract

Heritage hotels play a significant role in the hotel sector, preserving cultural heritage and delivering authentic and unique guest experiences and economic value to destinations. As such, they are an important but under-researched hotel operation. They range in size and star rating and can be bouti...

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Published in: Tourism and Hospitality Research
ISSN: 1467-3584 1742-9692
Published: SAGE Publications 2023
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URI: https://cronfa.swan.ac.uk/Record/cronfa65004
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As such, they are an important but under-researched hotel operation. They range in size and star rating and can be boutique and/or upscale luxury hotels, independently owned and operated or managed by one of the large international hotel chains. There are three types of heritage hotels: original, simulated, and converted. The first are hotels whose purpose has remained unchanged since their inception and, despite modernization, retain their originality. The second are simulated heritage hotels, which are associated with symbolic heritage elements. The third are historic structures (castles, cathedrals, palaces, etc.) that have been repurposed and converted into hotels, imbuing them with new symbolic and economic meanings.This research note investigates the third type of heritage hotels. These are buildings rich in history, a sense of place and hold cultural meanings for their localities and communities. The note employs an exploratory, qualitative research strategy and reports data from semi-structured in-depth interviews with 16 customer-facing employees and managers in three independently owned and operated United Kingdom (UK) rural boutique heritage hotels. This qualitative approach provided an opportunity to attain depth in revealing the participants’ service experiences and encounters. The research note advances extant scholarship, which has examined employee interactions in small heritage accommodations as emotional and individualised guest experiences. It suggests that historic sites repurposed as heritage hotels have distinctive qualities, setting them apart from other hotels as hospitality environments. As such, their staff regard themselves as stewards and storytellers of local culture as much as receptionists, servers, etc. It concludes by advancing possibilities for further research on this conceptualization of heritage hotel employees.</abstract><type>Journal Article</type><journal>Tourism and Hospitality Research</journal><volume>0</volume><journalNumber>0</journalNumber><paginationStart>1</paginationStart><paginationEnd>7</paginationEnd><publisher>SAGE Publications</publisher><placeOfPublication/><isbnPrint/><isbnElectronic/><issnPrint>1467-3584</issnPrint><issnElectronic>1742-9692</issnElectronic><keywords>Servicescapes, emotional labour, employees, stewardship, storytelling, authenticity</keywords><publishedDay>13</publishedDay><publishedMonth>11</publishedMonth><publishedYear>2023</publishedYear><publishedDate>2023-11-13</publishedDate><doi>10.1177/14673584231215707</doi><url>http://dx.doi.org/10.1177/14673584231215707</url><notes/><college>COLLEGE NANME</college><CollegeCode>COLLEGE CODE</CollegeCode><institution>Swansea University</institution><apcterm>Another institution paid the OA fee</apcterm><funders/><projectreference/><lastEdited>2023-12-13T11:39:18.0828731</lastEdited><Created>2023-11-17T12:04:59.1003928</Created><path><level id="1">Faculty of Humanities and Social Sciences</level><level id="2">School of Management - Human Resource Management</level></path><authors><author><firstname>Mostafa</firstname><surname>Marghany</surname><order>1</order></author><author><firstname>Nigel</firstname><surname>Morgan</surname><orcid>0000-0002-4804-4972</orcid><order>2</order></author><author><firstname>Jocelyn</firstname><surname>Finniear</surname><orcid>0000-0001-5453-7493</orcid><order>3</order></author><author><firstname>Paul</firstname><surname>White</surname><orcid>0000-0002-6562-4696</orcid><order>4</order></author></authors><documents><document><filename>65004__29254__a5d9e9f5a10e4d8d8c31ef4db43d6dda.pdf</filename><originalFilename>65004.VOR.pdf</originalFilename><uploaded>2023-12-13T11:37:30.7297216</uploaded><type>Output</type><contentLength>543261</contentLength><contentType>application/pdf</contentType><version>Version of Record</version><cronfaStatus>true</cronfaStatus><documentNotes>© The Author(s) 2023. 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spelling v2 65004 2023-11-17 Heritage hotels: An exploration of staff experiences in these unique hospitality environments ea277c665892a288a157e9d86ea8a068 0000-0002-4804-4972 Nigel Morgan Nigel Morgan true false b1c03f8383623d16dd5badcc6ea59b66 0000-0001-5453-7493 Jocelyn Finniear Jocelyn Finniear true false 5dad17680576ad766df177ee22c54199 0000-0002-6562-4696 Paul White Paul White true false 2023-11-17 Heritage hotels play a significant role in the hotel sector, preserving cultural heritage and delivering authentic and unique guest experiences and economic value to destinations. As such, they are an important but under-researched hotel operation. They range in size and star rating and can be boutique and/or upscale luxury hotels, independently owned and operated or managed by one of the large international hotel chains. There are three types of heritage hotels: original, simulated, and converted. The first are hotels whose purpose has remained unchanged since their inception and, despite modernization, retain their originality. The second are simulated heritage hotels, which are associated with symbolic heritage elements. The third are historic structures (castles, cathedrals, palaces, etc.) that have been repurposed and converted into hotels, imbuing them with new symbolic and economic meanings.This research note investigates the third type of heritage hotels. These are buildings rich in history, a sense of place and hold cultural meanings for their localities and communities. The note employs an exploratory, qualitative research strategy and reports data from semi-structured in-depth interviews with 16 customer-facing employees and managers in three independently owned and operated United Kingdom (UK) rural boutique heritage hotels. This qualitative approach provided an opportunity to attain depth in revealing the participants’ service experiences and encounters. The research note advances extant scholarship, which has examined employee interactions in small heritage accommodations as emotional and individualised guest experiences. It suggests that historic sites repurposed as heritage hotels have distinctive qualities, setting them apart from other hotels as hospitality environments. As such, their staff regard themselves as stewards and storytellers of local culture as much as receptionists, servers, etc. It concludes by advancing possibilities for further research on this conceptualization of heritage hotel employees. Journal Article Tourism and Hospitality Research 0 0 1 7 SAGE Publications 1467-3584 1742-9692 Servicescapes, emotional labour, employees, stewardship, storytelling, authenticity 13 11 2023 2023-11-13 10.1177/14673584231215707 http://dx.doi.org/10.1177/14673584231215707 COLLEGE NANME COLLEGE CODE Swansea University Another institution paid the OA fee 2023-12-13T11:39:18.0828731 2023-11-17T12:04:59.1003928 Faculty of Humanities and Social Sciences School of Management - Human Resource Management Mostafa Marghany 1 Nigel Morgan 0000-0002-4804-4972 2 Jocelyn Finniear 0000-0001-5453-7493 3 Paul White 0000-0002-6562-4696 4 65004__29254__a5d9e9f5a10e4d8d8c31ef4db43d6dda.pdf 65004.VOR.pdf 2023-12-13T11:37:30.7297216 Output 543261 application/pdf Version of Record true © The Author(s) 2023. Distributed under the terms of a Creative Commons Attribution 4.0 International License (CC BY 4.0). true eng https://creativecommons.org/licenses/by/4.0/
title Heritage hotels: An exploration of staff experiences in these unique hospitality environments
spellingShingle Heritage hotels: An exploration of staff experiences in these unique hospitality environments
Nigel Morgan
Jocelyn Finniear
Paul White
title_short Heritage hotels: An exploration of staff experiences in these unique hospitality environments
title_full Heritage hotels: An exploration of staff experiences in these unique hospitality environments
title_fullStr Heritage hotels: An exploration of staff experiences in these unique hospitality environments
title_full_unstemmed Heritage hotels: An exploration of staff experiences in these unique hospitality environments
title_sort Heritage hotels: An exploration of staff experiences in these unique hospitality environments
author_id_str_mv ea277c665892a288a157e9d86ea8a068
b1c03f8383623d16dd5badcc6ea59b66
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author_id_fullname_str_mv ea277c665892a288a157e9d86ea8a068_***_Nigel Morgan
b1c03f8383623d16dd5badcc6ea59b66_***_Jocelyn Finniear
5dad17680576ad766df177ee22c54199_***_Paul White
author Nigel Morgan
Jocelyn Finniear
Paul White
author2 Mostafa Marghany
Nigel Morgan
Jocelyn Finniear
Paul White
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doi_str_mv 10.1177/14673584231215707
publisher SAGE Publications
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department_str School of Management - Human Resource Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Human Resource Management
url http://dx.doi.org/10.1177/14673584231215707
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description Heritage hotels play a significant role in the hotel sector, preserving cultural heritage and delivering authentic and unique guest experiences and economic value to destinations. As such, they are an important but under-researched hotel operation. They range in size and star rating and can be boutique and/or upscale luxury hotels, independently owned and operated or managed by one of the large international hotel chains. There are three types of heritage hotels: original, simulated, and converted. The first are hotels whose purpose has remained unchanged since their inception and, despite modernization, retain their originality. The second are simulated heritage hotels, which are associated with symbolic heritage elements. The third are historic structures (castles, cathedrals, palaces, etc.) that have been repurposed and converted into hotels, imbuing them with new symbolic and economic meanings.This research note investigates the third type of heritage hotels. These are buildings rich in history, a sense of place and hold cultural meanings for their localities and communities. The note employs an exploratory, qualitative research strategy and reports data from semi-structured in-depth interviews with 16 customer-facing employees and managers in three independently owned and operated United Kingdom (UK) rural boutique heritage hotels. This qualitative approach provided an opportunity to attain depth in revealing the participants’ service experiences and encounters. The research note advances extant scholarship, which has examined employee interactions in small heritage accommodations as emotional and individualised guest experiences. It suggests that historic sites repurposed as heritage hotels have distinctive qualities, setting them apart from other hotels as hospitality environments. As such, their staff regard themselves as stewards and storytellers of local culture as much as receptionists, servers, etc. It concludes by advancing possibilities for further research on this conceptualization of heritage hotel employees.
published_date 2023-11-13T11:39:18Z
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