hospitality case study

the information of the case study is in the attached file

Formatting and Information

Students will upload a Word document response to one of the two case study topics.

Do not copy and paste from another source, including AI. The report will be scanned for plagiarism and use of AI.

A cover page with the student’s name, the course name and number, the name of the assignment, the instructor’s name and the date is required. (Do not get creative with borders, fonts, or colors, see the cover page on the case as an example)

Type the case study report (including header and page number) in Times New Roman, 12-point font with one-inch margins on all sides.

Indented paragraph format is required.

The assignment should be double-spaced, using headers and sub-headers for each question (e.g., Header = EEOC Report, Sub-header  = Claim Response, Sub-header  = Importance of Included Information…)

Joe Student
EEOC Case Study
Hospitality Law and Leadership Ethics
Spring 2024
1/1/2024
Edwards EEOC Case Study
You are the Managing Director of three hotels, including The Tropics Inn in Miami, FL.
Because the role is currently unfilled, you are acting as the Director of Human Resources for the
portfolio of Tropic Hotels. While in your office on a Friday afternoon, the GM of The Tropics
Inn, Ariel Jones, contacts you indicating that a representative from the U.S. Equal Employment
Opportunity Commission (EEOC) contacted her and wishes to speak with the GM and the
Director of HR regarding a discrimination claim.
You are aware that the EEOC is a federal agency responsible for enforcing federal laws
that make it illegal to discriminate against a job applicant or an employee based on certain
protected characteristics. These characteristics include race, color, religion, sex (including
pregnancy, gender identity, and sexual orientation), national origin, age, disability, or genetic
information. The agency aims to ensure equal employment opportunities and a fair work
environment for all individuals across the United States.
Further, you know that the EEOC
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investigates charges of discrimination
mediates between employers and employees to settle disputes
litigates cases if necessary
The EEOC indicated that an individual reported that the hotel did not hire them due to
discriminatory policies and procedures. The agent set an appointment to meet with Ariel and you
on the following Tuesday afternoon and indicated that they would be emailing a copy of the
complaint within the next 20 minutes. Obviously, you are concerned and are anxious to get more
details so that you can investigate the issue fully.
When you receive the information, you are provided with the following facts.
1. The claimant is a 32-year-old female named Carmen Garcia.
2. The claimant is a citizen of Puerto Rico.
3. She claims that she was not hired for the position of Reservations Supervisor because she
is 20 weeks pregnant and Latino.
You must conduct research so that you can prepare your response for the EEOC
representative.
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What steps should you take to investigate?
What documents should be reviewed?
Which staff should be contacted?
What questions should be asked?
You discover that the Front Office Manager, Xavier Acosta, was interviewing candidates for
the Reservations Supervisor position. As acting HR Director, you approved his request to hire
Lucia Cruz for the position.
After discussing the issue with Xavier, he indicated that he chose Lucia (she is Haitian and
Cuban), because she was multilingual (French, English, Spanish, and some Portuguese), had
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Edwards EEOC Case Study
previous guest relations experience (at a sister hotel in the company), and possessed excellent
leadership skills (previous team leader).
Lucia was requesting a transfer to the Tropics Inn from another hotel in the portfolio (The
Oasis) and is a proven strong team player. She has been with Tropic Hotels for three years and
received exemplary annual reviews.
He stated that while Carmen had more leadership experience than Lucia, she did not
communicate well in English and did not display a professional demeanor. He felt that in this
position, where she would be conversing with potential guests on the phone, she would not
represent the hotel as well as Lucia would. Xavier went on to say that her pregnancy had no
impact on his decision and although it was irrelevant, Lucia is a young mother with a one-yearold child at home.
Xavier also indicated that he used rubrics to evaluate candidates for hiring with leadership
potential, communication skills, professionalism, and guest relations experience having equal
weight. He interviewed four candidates who had rubric scores of 92, 87, 82, and 78. Lucia
received an overall score of 92, while Carmen received the lowest score of 78.
You need to compile your findings in a report for the EEOC representative.
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Create a response to the claim. Ensure that the following are included.
o Provide a review of the EEOC regulations.
o What discovered information refutes the claim?
o Why is the included information vital to your case?
o Justify your position/claim.
Once your investigation and response are complete, identify a minimum of three strategies to
implemented to ensure that discrimination in hiring is avoided in the future?
For each strategy, include two objectives with a minimum of two action steps for each to reach
the objective. The objectives should follow the SMART acronym (specific, measurable,
achievable, realistic, time-based). For instance, with a strategy of “creating a welcoming
environment for guests”, a SMART objective might be “a host will verbally welcome every guest
who walks into the reception area within 45 seconds of their arrival.” It specific, measurable,
achievable, realistic, and time-based. Ensure that the following are included.
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What policies and procedures should be created and instituted?
o How will they be communicated?
o How will they be upheld?
o Create a training program to implement for new and existing staff.
▪ The training program should have at least 3 SMART objectives and action
steps/specific training activities for each objective. Explain who will
conduct the training, and justify why you feel the training will help reach
the objectives. In the training outline, ensure that you include:
Who should be trained?
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Edwards EEOC Case Study
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What types of training would be most beneficial?
Justify your response.
Note: it should include all areas of discrimination, not only pregnancy and ethnicity.
Assignment Formatting
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Students will upload a Word document response to one of the two case study topics.
The assignment should be 1250-2000 words; this is 5 – 8 pages. Note: charts and tables
may take up space, but the word count is what is graded.
Do not copy and paste from another source, including AI. The report will be
scanned for plagiarism and use of AI.
A cover page with the student’s name, the course name and number, the name of the
assignment, the instructor’s name and the date are required. (Do not get creative with
borders, fonts, or colors, see the cover page on the case as an example)
Type the case study report (including header and page number) in Times New Roman,
12-point font with one-inch margins on all sides.

Indented paragraph format is required.

The assignment should be double-spaced, using headers and sub-headers for each
question (e.g., Header 2 = EEOC Report, Sub-header 2.1 = Claim Response, Sub-header
2.2 = Importance of Included Information…)
All pages, after the cover page, should be numbered and include an abbreviated header
(see this assignment as an example; ensure the header and footer fonts are set the Times
New Roman 12 point).
Cite any information included from other printed or online sources using APA format.
See https://apastyle.apa.org/instructional-aids/concise-guide-formatting-checklist.pdf for
guidance.
Spelling, grammar, and overall writing style will be assessed as a substantial part of the
grade.
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