This thesis explores a world of pretence and glamour, uncovering and explaining causes of workplace problems and the dubious practices that lie behind the cheerful facade of commercial hospitality. Eight problems are analysed in detail: working in smoke, sexual harassment, constructive dismissal, staffing levels, training, illegal alcohol service, poor food hygiene, and theft. The persistent focus is the avoidable harm and wrongdoing that can occur where groups of people are controlled by a few. The hypotheses therefore address the behaviour of hospitality workers generally, but managers in particular, who are ultimately responsible for workplace conduct, and employee happiness. Although unethical practices are found to be common, many managers are unaware of this. Causes of workplace problems and unethical behaviour are shown to be low pay and poor training, which are considered to significantly undermine the industry s potential for success.