The Sawmill Hotel Case Summary

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The Sawmill Hotel wanted to have a greater focus when it comes to customer satisfaction. Because of this, top management decided to provide customer satisfaction surveys which allowed customers to rate their experience at the Sawmill Hotel. After reviewing the surveys, the Sawmill Hotel had several complaints from clients that involved Spanish speaking personnel. As a result the top management decided to impose an English-only policy. Under this policy, employees were only allowed to speak English unless requested otherwise by management or customers. The head of all the assistants, Rachel, believed the policy was too severe on the native Spanish-speaking assistants at the hotel. Because Spanish is their native language, it would be difficult to cultivate and practice an English-only policy by all the assistants.

The hotel corporation wanted their customers to be satisfied with the service in order to
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Most of these employees may not know English fluently, but they were hired because they are the ones willing to do the job for the lowest amount of money. Furthermore, Spanish facilitates positive and strong communication among employees, as we saw with the Garcia v Gloor case. We also have to take into consideration that most of the time when the hotel “cleaning assistants” employees are cleaning the rooms, the rooms have been unoccupied so they can get it ready for the next guests who come and stay at the hotel. Which is why I do not see the big deal of these employees speaking in Spanish amongst themselves; but if they were being loud and disturbing the guests, then I would see a problem with that. The only problem here is a discrimination problem, which would be in violation of the Title VII of the Civil Rights Act of 1964 (as described in the section
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