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Performance analysis: Hospitality in...

Lafrenz, Lu Ann.

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Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees./
Author:	Lafrenz, Lu Ann.
Description:	115 p.
Notes:	Source: Dissertation Abstracts International, Volume: 52-02, Section: A, page: 0395.
Contained By:	Dissertation Abstracts International52-02A.
Subject:	Education, Adult and Continuing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=9120679

Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees.
Lafrenz, Lu Ann.

Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees. - 115 p.

Source: Dissertation Abstracts International, Volume: 52-02, Section: A, page: 0395.

Thesis (Ph.D.)--The Ohio State University, 1991.

The purpose of the study was to investigate the perception of hospitality industry employers in relation to their limited English proficient (LEP) employees. A stratified random sample of 45 hospitality properties was selected from the Chicago metropolitan area. A mail questionnaire and an interview schedule were developed to collect the data. The questionnaire was sent to personnel managers to obtain background and demographic information about the properties and the employees. On-site face-to-face interviews were conducted with personnel managers and supervisors of LEP employees at the properties. Data from the interviews included the (1) employment process, (2) strengths/weaknesses of LEP employees, (3) training available, (4) effectiveness of LEP employees' communication skills, and (5) greatest future challenges confronting the hospitality industry and the role LEP employees play. It may be concluded that: (1) The researcher received a high level of cooperation from the participants in the study. (2) The characteristics of the sample (e.g., racial, ethnic, language) were similar to the characteristics of the Chicago metropolitan area as a whole. (3) The LEP employees were placed primarily in low-guest contact departments. All respondents rated English important/very important for waiters/waitresses; however, some properties employed LEP waiter/waitresses. (4) All properties employed LEP individuals in housekeeping; however, there was variation regarding the importance of English in housekeeping. (5) Word-of-mouth was cited as generating the largest number of applicants. Future recruitment strategies might include expansion of relations with area agencies and schools. (6) The LEP employees' greatest on-the-job strength was they were hard working. (7) English-language proficiency was cited as the LEP employees' greatest on-the-job weakness and the greatest consideration for placement. (8) The most frequent action taken to enhance LEP employees' job performance was related to communication in their native language. Bilingual staff support coupled with placement of LEP employees in low-guest contact departments seems to contribute to the perpetuation of LEP employees' lack of English skills. (9) The most frequently suggested action to enhance LEP employees' job performance was on-site English-language classes. (10) Non-respondents were primarily from the economy/budget properties and suburban properties.Subjects--Topical Terms:

626632
Education, Adult and Continuing.

Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees.
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245 1 0 $a Performance analysis: Hospitality industry employers' perceptions of their limited English proficient employees.
300 $a 115 p.
500 $a Source: Dissertation Abstracts International, Volume: 52-02, Section: A, page: 0395.
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502 $a Thesis (Ph.D.)--The Ohio State University, 1991.
520 $a The purpose of the study was to investigate the perception of hospitality industry employers in relation to their limited English proficient (LEP) employees. A stratified random sample of 45 hospitality properties was selected from the Chicago metropolitan area. A mail questionnaire and an interview schedule were developed to collect the data. The questionnaire was sent to personnel managers to obtain background and demographic information about the properties and the employees. On-site face-to-face interviews were conducted with personnel managers and supervisors of LEP employees at the properties. Data from the interviews included the (1) employment process, (2) strengths/weaknesses of LEP employees, (3) training available, (4) effectiveness of LEP employees' communication skills, and (5) greatest future challenges confronting the hospitality industry and the role LEP employees play. It may be concluded that: (1) The researcher received a high level of cooperation from the participants in the study. (2) The characteristics of the sample (e.g., racial, ethnic, language) were similar to the characteristics of the Chicago metropolitan area as a whole. (3) The LEP employees were placed primarily in low-guest contact departments. All respondents rated English important/very important for waiters/waitresses; however, some properties employed LEP waiter/waitresses. (4) All properties employed LEP individuals in housekeeping; however, there was variation regarding the importance of English in housekeeping. (5) Word-of-mouth was cited as generating the largest number of applicants. Future recruitment strategies might include expansion of relations with area agencies and schools. (6) The LEP employees' greatest on-the-job strength was they were hard working. (7) English-language proficiency was cited as the LEP employees' greatest on-the-job weakness and the greatest consideration for placement. (8) The most frequent action taken to enhance LEP employees' job performance was related to communication in their native language. Bilingual staff support coupled with placement of LEP employees in low-guest contact departments seems to contribute to the perpetuation of LEP employees' lack of English skills. (9) The most frequently suggested action to enhance LEP employees' job performance was on-site English-language classes. (10) Non-respondents were primarily from the economy/budget properties and suburban properties.
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