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One of the key issues facing the hospitality industry has always been “high turnover”. The majority of the employees starting out in hospitality, do so inexperienced and more often then not, in an entry level position.

Therefore, it is very difficult to find “experienced” customer service oriented people….and when you do, equally difficult to keep them motivated and retained.

1) How might you go about finding the right person for the right “customer service” position (remember, these are the people directly talking to your customers, so this process is crucial to the success of your business)?

2)  Would you consider “researching” your potential new hires by using internet search engines or viewing social media sites?  Comment on the ethical, privacy or legal issues that may arise as a result of doing this.