Working Together: Algorithmic Management and Peer Relationships in the Hospitality Industry

Algorithmic management is transforming traditional face-to-face service sectors like hospitality. To understand this phenomenon, we conducted an interview study in a unionized, mid-sized urban hotel on the West Coast of the USA. Through this work, we examine how an algorithmic management (AM) platform mediates work in a housekeeping department. Our analysis highlights the effects of AM on social processes, revealing that despite careful configuration, the tool's implementation still challenges traditional communication and coordination. This study contributes empirical evidence on AM impacts in a collaborative service environment, emphasizing the importance of organizational dynamics in AM design and implementation. We offer design opportunities for flexible workplace technologies that support, rather than frustrate, the relational aspects of service work.