Hey, Cheesy Marriott, Pay Your Maids Instead Of Guilting Customers Into Doing It
Tips are the expected way waiters earn a living; as I explain in "Good Manners for Nice People Who Sometimes Say F*ck," waiters make a government-allowed lowered wage (typically $2.13/hr) because they make much of their income through customers' gratuities.
Not so for hotel maids. Some people leave money for the maid at a hotel but many don't. Also, as I note in my book, per the research of Cornell's Michael Lynn, although people believe they tip solely according to service, much of what motivates the amount people leave is a need for "social approval," including that of their server.
People will feel the pressure of the need for "social approval" when they are face to face with the worker and when they're in a public environment like the floor of a restaurant, where their behavior is visible.
This is not the case in terms of some tip interaction with the maid. Hotel guests often never see the person who cleans their room. This also diminishes any empathy they'd feel for that person.
The inspiration for this post?
Marriott, not exactly a cheap motel, is calling for customers to tip their cleaning staff. (Should we also be leaving tips for the guy who fixes the boiler and the lady who puts fresh flowers in the lobby?)
Claire Zillman writes at Fortune, "Marriott to hotel guests: Please pay our maids for us":
Starting this week, the hotel chain will encourage guests to tip their maids, becoming the latest company to ask consumers to directly shoulder an even larger portion of worker pay....On Monday, the hotel chain announced that it would start placing tip envelopes in its hotel rooms to encourage guests to "express their gratitude by leaving tips and notes of thanks" for hotel room attendants.
The initiative is part of "The Envelope Please," a project by A Woman's Nation, a nonprofit organization founded by former California first lady Maria Shriver that advocates for the recognition and respect of women at home and in the workplace. The idea behind the tip envelopes, which will appear in 160,000 guest rooms at participating Marriotts this week, is to give hotel guests the opportunity to acknowledge the "behind-the-scenes" work of housekeepers, which often goes unnoticed and unappreciated because room attendants are not as visible as front-of-the-house employees, according to a release.
...Karl Fischer, Marriott's chief human resources officer for the Americas, told Fortune that the hotel "takes seriously the need to pay [the housekeepers] competitively." The tip envelopes encourage "a voluntary action on behalf of customers...based on their experience as guests," he says.
But to a fatigued public living in an economic environment where corporate profits are at their highest level in at least 85 years and employee compensation is at its lowest level in 65 years, Marriott's well-intentioned tip envelopes seem like yet another case in which a corporation is relying on consumers to pay workers' wages instead of investing in employees directly.
...Nevertheless, if what Marriott really does want--as CEO Arne Sorenson said in Monday's release--to "shine a light on the excellent behind-the-scenes work our room attendants do," why not offer an across-the-board hourly wage increase, like Ikea and The Gap, instead of leaving it to the whims of hotel guests?







I can see tipping, if you are at a high end hotel long enough to have to do laundry and you are asking for new towels and sheets ever day
lujlp at October 18, 2014 9:39 AM
People will feel the pressure of the need for "social approval" when they are face to face with the worker and wjen in a public environment, where their behavior is visible.
Very true. On the other hand, there's a more pragmatic reason to tip a hotel maid instead of a restaurant server (assuming, that is, you're staying in the hotel more than one night.) Unless you're a regular customer at the restaurant, the server won't be seeing you again so he/she will have no opportunity to take some kind of petty retribution for your lack of a tip. In the hotel, if you're staying a subsequent night (or nights), the hotel maid will have the opportunity to do this. Not saying they'll actually do it, but they'll have the opportunity.
I've always assumed that tipping maids was standard practice, just like tipping servers, but I've never heard of a standard percentage, the way there is for servers.
When I was taking the shuttle to the airport after my recent annual trip to San Francisco, we picked up a couple from New Zealand at another hotel. They said they loved traveling in the U.S. but one thing they didn't like was our custom of tipping. As the woman said, "In New Zealand, we pay our employees decent wages, and don't expect them to be paid by customers."
JD at October 18, 2014 9:57 AM
I know many people who have had cash and other valuables stolen from their hotel rooms when only the maids could have done it. Of course the hotel didn't even try to do anything about it, and neither did the police. This didn't leave them, or me, feeling much like tipping the thieves, thanks just the same.
Just as when we get cut off in traffic, one simply must retaliate, even if one knows the target won't be the same guy that did it.
jdgalt at October 18, 2014 10:09 AM
I know many people who have had cash and other valuables stolen from their hotel rooms when only the maids could have done it.
Do you know if these people had them locked up in one of their suitcases? I'd love to trust maids, but I always do this with any valuables I leave in my room.
JD at October 18, 2014 10:30 AM
Just a few thoughts:
I agree with JD on the thought on servers, that there is a standard percentage. That helps a lot. I waited tables when I needed to, and knowing what I should have made was what made it possible for me to judge my service so that I could make more. The way I saw it, if I walked out with less than 20-25% after tip-out, I did something wrong, and there was a way for me to avoid that on the next shift.
I only rarely tip maids. I'm not a terribly messy guest, I don't change my sheets at home every day, and don't see the need to do so while I'm not at home. Most times, I just put the do not disturb hanger out. Why would I pay you for not working? As for stealing, I have also traveled with large dogs, and that tends to be effective. If you don't know my dog, he kinda looks like he'll kick your ass.
As for the article, I disagree with the author that these envelopes for Marriott are "well-intentioned." It's a low-cost cost-cutting opportunity. It doesn't have a thing to do with their employees, it's just a chance to see if/how well it works.
I know the tipping thing has gotten out of control. I'm torn on it, because there are places I go where I always have a wonderful time because I'm known to tip exceptionally well for exceptional service. Tipping IS an opportunity for those with certain skills to improve their wages, and it's more effective for some than an "employee of the month" trophy. On the other hand, it's a mailman's job to deliver my mail, and he's paid for it. Unless they help me load or unload packages, I don't see why I should be expected to augment their income.
Kelli at October 18, 2014 11:04 AM
I tip 2-5 bucks per night.
NicoleK at October 18, 2014 11:26 AM
"In New Zealand, we pay our employees decent wages, and don't expect them to be paid by customers."
Sounds about right - every sheep-shearing Kiwi I ever met was an arrogant ass.
Personally I tip the maids in a pretty haphazard fashion (my bad) but this stinks of an exec looking for a fat winter solstice bonus.
Gog_Magog_Carpet_Reclaimers at October 18, 2014 11:38 AM
Tipping for what? Even fairly nice hotels now are changing sheets & towels every 3 days now as long as you hang up your towels.
chickia at October 18, 2014 1:13 PM
The only time I traveled to the US, the tipping thing drove me nuts. Just give me a price for the fucking room. I'm assuming basic services are included in that. I really don't want to weigh up whether the bellboy carried the bags or used a trolley and adjust the tip on that basis.
Chickia, when I'm working night shift I ban the hotel staff from cleaning my room for a week at a time (enforced by a polite request at the desk). At 11am I just want to sleep without worrying that someone is going to let themself in. I guess that not wanting your room cleaned every day (like I'd wash my own sheets more than weekly) makes me a bad tipper.
Ltw at October 18, 2014 1:38 PM
Last thing I want to do is encourage some illegal South American immigrant to stay in America because she makes so much money in tips cleaning rooms at the Marriott.
Isab at October 18, 2014 2:00 PM
" some kind of petty retribution for your lack of a tip. In the hotel, if you're staying a subsequent night (or nights), the hotel maid will have the opportunity to do this. Not saying they'll actually do it, but they'll have the opportunity."
I tip but, generally only at the end of the stay, especially since I usually request no service while I'm there.
I just look at it as one industry where it's socially ok to quote one price and then hit up with itemized extra fees.
Joe j at October 18, 2014 4:14 PM
Yea, I been called a cheapskate for not tipping hotel staff.
But, that is the norm for me and I don't care.
However, If I request something like extra towels or could you clean my room and make the bed before you normally would then I would tip.
Otherwise, what is the point of tipping someone for the normal service? It is not like if I don't tip you will not clean my room or not make the bed, right? As for someone retaliating or something because I didn't leave a tip or a big enough tip - well, then they do not belong in service. Such behavior is not only unprofessional, sometimes it is rude and maybe even criminal.
As for a company "reminding me" to tip their employees? That sounds like the company needs to be reminded that I already PAID them for the service.
Charles at October 18, 2014 8:33 PM
I live in Australia and we really object to tipping here because waiters and maids get paid a proper wage. By encouraging tipping in USA all the bosses are doing is to make customers make up the pay that the bosses should be paying in the first place. No wonder the poor are getting poorer in the country which is supposed to be democratic and "home of the Free". In Australia workers get paid a proper wage and wouldn't dare ask for tips like they do in USA - but then they have to to supplement their income. The bosses should pay a proper wage like they do in UK and Australia. No false attitudes to get bigger tips them eh?
Roy
Roy Skinner at October 19, 2014 4:47 AM
I live in Australia and we really object to tipping here because waiters and maids get paid a proper wage.
I recall watching on of those travel shows, this one was on steak houses around the world. Steaks in a high end restaurant were going for about $300 for a one pound steak, same steak in New York was half that.
I'm all for paying servers better, but most people dot realize if you more than double the cost of the employees the foods going to jump up a bit as well.
Probably by more than you tip, and their pay increase will probably be less than they get in tips
lujlp at October 19, 2014 8:31 AM
It figures that this is the initiative of some feminist organization... You notice that they aren't suggesting tipping the maintenance guy.
Cousin Dave at October 19, 2014 12:14 PM
"No wonder the poor are getting poorer in the country which is supposed to be democratic and "home of the Free"
You are confused. The US is a Republic, and freedom does not entail the government forcing a business to pay a living wage (what ever that is)
". In Australia workers get paid a proper wage and wouldn't dare ask for tips like they do in USA "
It isn't asked, it is given or not, based on social customs. Customs that existed in certain European countries also.
Most things are much better, and cheaper in the United States than in Australia.
Why that is so, is no mystery to my friends who have lived in both countries.
Here, in Japan, there is no tipping, but there is no service to speak of either. Every meal is kind of like McDonalds.
When you pay just for the food, every meal becomes serve yourself.
The restaurant staff is just there to cook, and tally up the bill.
Isab at October 19, 2014 3:00 PM
"In Australia workers get paid a proper wage"
Well, sure. They have to buy their own boxing gloves to fight off the roos.
Don't you people get headaches from hanging upside-down off the planet all the time?
Gog_Magog_Carpet_Reclaimers at October 19, 2014 7:27 PM
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