Case Type: Issue Case
Main Subjects: Coaching, Discrimination, Diversity, Promotion
Who's Who: Carlos Diaz, Guest Services Manager Attila Kuncze, Houseman
Attila was knocking on the door of Carlos, the Guest Services manager's office. "How is everything in Housekeeping. Attila?" asked Carlos. "Good! I heard that you are looking for a concierge. I am really interested in this position," replied Attila. "Honestly, I think your verbal communication skills would hinder your ability to perform well behind the Concierge desk," answered Carlos. "I know I have an accent, but I haven't had any problems in the past," said the Hungarian Attila. "You may not realize it but you are extremely difficult to understand," pointed out Carlos. "Have customers complained about my accent?" asked Attila.. "Your heavy accent would make it a little difficult for our English-speaking customers to understand. I really think you should take an English course and work on your enunciation," said Carlos. This concluded the discussion.
1. Can you refuse a job or promotion to someone who doesn't speak English well enough to do the job properly?
2. What advice might you have for the hotel?
Notes and Responses to Case Questions:
Make a Case Study through the guidelines :
I. INTRODUCTION
• Identify the key problem and issues in the case study
II. BACKGROUND
• Bullet points on relevant facts, and the most important issues.
III. DISCUSSION/PROPOSED SOLUTION /CHANGES
• Demonstrate that you researched the problem in the case study.
• Provide specific and realistic solution(s) or changes needed
IV. RECOMMENDATION
• State your solution / chosen course of action from options provided
• Explain why this solution was chosen.
• Support this solution with solid evidence, such as:
❖ Concepts from class (text readings, discussions, lectures)
❖ Outside research (cite sources)
• Determine and discuss specific strategies for accomplishing the proposed
solution.
• If applicable, recommend further action to resolve some of the issues which
may arise from this.
• Who should do it?
V. REFERENCES
• Text readings, discussion, lectures, books, Blog, article, journals etc.
Main Subjects: Coaching, Discrimination, Diversity, Promotion
Who's Who: Carlos Diaz, Guest Services Manager Attila Kuncze, Houseman
Attila was knocking on the door of Carlos, the Guest Services manager's office. "How is everything in Housekeeping. Attila?" asked Carlos. "Good! I heard that you are looking for a concierge. I am really interested in this position," replied Attila. "Honestly, I think your verbal communication skills would hinder your ability to perform well behind the Concierge desk," answered Carlos. "I know I have an accent, but I haven't had any problems in the past," said the Hungarian Attila. "You may not realize it but you are extremely difficult to understand," pointed out Carlos. "Have customers complained about my accent?" asked Attila.. "Your heavy accent would make it a little difficult for our English-speaking customers to understand. I really think you should take an English course and work on your enunciation," said Carlos. This concluded the discussion.
1. Can you refuse a job or promotion to someone who doesn't speak English well enough to do the job properly?
2. What advice might you have for the hotel?
Notes and Responses to Case Questions:
Make a Case Study through the guidelines :
I. INTRODUCTION
• Identify the key problem and issues in the case study
II. BACKGROUND
• Bullet points on relevant facts, and the most important issues.
III. DISCUSSION/PROPOSED SOLUTION /CHANGES
• Demonstrate that you researched the problem in the case study.
• Provide specific and realistic solution(s) or changes needed
IV. RECOMMENDATION
• State your solution / chosen course of action from options provided
• Explain why this solution was chosen.
• Support this solution with solid evidence, such as:
❖ Concepts from class (text readings, discussions, lectures)
❖ Outside research (cite sources)
• Determine and discuss specific strategies for accomplishing the proposed
solution.
• If applicable, recommend further action to resolve some of the issues which
may arise from this.
• Who should do it?
V. REFERENCES
• Text readings, discussion, lectures, books, Blog, article, journals etc.
Add an Answer
More Questions From This User See All