A study to determine the effects of an English language training program on bilingual employees in selected Miami-area hotels

Document Type



Master of Science (MS)


Hospitality Management

First Advisor's Name

Anthony G. Marshall

First Advisor's Committee Title

Committee Chair

Second Advisor's Name

Mickey Warner

Third Advisor's Name

Frederick Haverly

Date of Defense



Conclusions and Recommendations:

The following can be safely stated.

Frequent attendance at the English language classes has a positive effect ranging from moderate to profound, in terms of language and intercultural communicative capability and also in terms of work performance. Also, moderate and even low attendance has a positive effect to some degree.

Employees and supervisors tend to agree most of the time with regard to the positive effects of the classes on a give employee.

Virtually every employee was pleased with the classes. A few expressed reservations about time factors.

The following recommendations can therefore be made.

The classes should be continued, and should be offered frequently enough to accommodate high-level attenders.

Progress evaluations related to the classes, by employees and supervisors, should be carried out at least once and preferably twice a year.

Classes should be held on company time, and the 7-8 a.m. class should be moved up a bit later than it is.

Frequent attendance should be encouraged with mild incentives, but not pushed too hard. One example: Good refreshments could be served at the classes.

At least some of the classes should be specifically directed to Haitians, who tend to attend less than Hispanics.

The fact that employees can progress linguistically, interculturally and in job performance through these classes corroborates the subproblems and the hypotheses. The problems do exists; they are "treatable"; and the fact that not only linguistic and intercultural capabilities improve as a result but also job performance indicates the existence of the problems and their negative effects to begin with.




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