Lussier, R. N., & Hendon, J. R. ( 2012). English-Only: One Hotel's Dilemma. In Human resource management: Functions, applications, skill development (pp. 113– 114). Los Angeles: SAGE Publications, Inc. ISBN: 9781412992428.
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.
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