Shirking at Hotels

A new paper by Matthew Freedman and Renáta Kosová titled, "Agency and Compensation: Evidence from the Hotel Industry" examines franchising as a way to motivate hotel managers to limit shirking by their employees. The money quote is actually from the travel magazine Budget Travel in which a housekeeper relates:

I cut corners everywhere I could. Instead of vacuuming, I found that just picking up the larger crumbs from the carpet would do. Rather than scrub the tub with hot water, sometimes it was just a spray-and-wipe kind of day… After several weeks on the job, I discovered that the staff leader who inspected the rooms couldn't tell the difference between a clean sink and one that was simply dry, so I would often just run a rag over the wet spots… I apologize to you now if you ever stayed in one of my rooms. You deserved better. But if housekeepers were paid more than minimum wage — and the tips were a bit better — I might have cleaned your toilet rather than just flushed it.

Since it is pretty difficult to monitor this behavior, you might want to use an incentive contract with employees. To get hotel managers to have a motive to implement such contracts, you might want to franchise the hotels. In a pretty carefully done study, Freedman and Kosová find that, relative to company owned hotels, franchise operations rely more on hiring practices characterized by low initial pay with more bonuses and more merit based pay.