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.
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