English-Only: One Hotel's Dilemma


The Human Resource Manager of a hotel in downtown Minneapolis, Minnesota makes a significant change in employee handbook policy so that the main language spoken by hotel staff members is English. This was brought about due to several customer complaints surrounding the use of Spanish between Hispanic employees. This case study examines the effects that this change in policy has on employee relations and retention.

This case was prepared for inclusion in SAGE Business Cases primarily as a basis for classroom discussion or self-study, and is not meant to illustrate either effective or ineffective management styles. Nothing herein shall be deemed to be an endorsement of any kind. This case is for scholarly, educational, or personal use only within your university, and cannot be forwarded outside the university or used for other commercial purposes.

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