Our interview sessions to learn the functions of the department, the roles of the executives/managers, and to understand how the organization functions.

... Introduction Hotels are not only places one can find great food and comfortable rooms; they are also centers for community life, entertainment, communication, and personal services.1 Thus, it is no surprise that the hospitality industry is labor-intensive; many staff members of all organizational levels are needed. The majority of these employees are entry-level personnel. Their work is directed by supervisors, several of whom were line level employees earlier. These "first-level" managers are critical to the success of the organization. They not only implement procedures and emphasize the organization's culture, but also serve as the link between staff and higher levels of the organization. 2 As a team, we interviewed six members of the executive team at Hilton Boston Back Bay: Debra Small, director of Human Resources; Edward Ortiz-Alcantara, manager of Human Resources; Paul Dwyer, Director of Security; Ruth Raposo, Director of Housekeeping; Stan Pendrak, Director of Catering; and John Sparaco, Assistant Banquet

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