Bridging the Gap: Smile in Any Language

Abstract

This case focuses on English language preparation in the hospitality industry. Recruiting and retaining employees is an important component of any human resource plan. Safe and effective operations are a measure of employee satisfaction. The increased sourcing of new employees in limited-service hotels that require minimum levels of English proficiency has increased steadily. Incorporating English Language Acquisition (ELA) into a training and development plan presents unique challenges not addressed in the hospitality curriculum nor in many management training programs. This case deals with English language proficiency in a select-service hotel from the perspective of a General Manager.