Acculturation, assimilation, and retention of international workers in resorts

Abstract

Purpose Managers of US resorts are using H2B and J‐1 guest workers to fill seasonal labor needs. Acculturation and assimilation of international workers has a major impact on service and customer satisfaction in resorts. The purpose of this paper is to identify the methods used by resorts to successfully acculturate, assimilate, and retain international workers. Design/methodology/approach The case study method was used. Semi‐structured telephone interviews were conducted with HR directors of six seasonal resorts that hired H2B and J‐1 workers. Content analysis of the interviews was used to generate acculturation, assimilation, and retention practices at the resorts. Findings Results from this paper indicate that techniques for acculturation of guest workers are informal and occur on‐the‐job while assimilation techniques are more formal. Retention strategies varied by resort. Differences are found between the techniques used in these resorts and those used in seasonal restaurants. Research limitations/implications The sample size is limited to those HR directors agreeing to participate. Given the current economic situation and job market, many HR directors are hesitant to share information about their international workers. Practical implications A comprehensive assimilation, acculturation, and retention program for seasonal workers is proposed. Originality/value No research is found on the ways to successfully assimilate international workers to a resort's culture and acculturate them in the US culture. The results of this paper will give HR directors a guide on how to assimilate international workers in their workforce.