00:00Good afternoon. I'm here for the assistant manager interview scheduled for 2 o'clock.
00:04Are you sure you're in the right place?
00:07I'm sorry?
00:08I'm asking you if you're sure you have an interview here at this hotel.
00:13Yes, I have an interview with the hiring manager.
00:16Okay, I'm the hiring manager. What's your name?
00:21Wendy. Wendy Marshall.
00:23Okay, I'm going to need to see some identification.
00:26Why do you need my ID for an interview?
00:29I just need to verify you are who you say you are.
00:33I don't understand. This seems unusual.
00:36It's standard procedure.
00:40Okay.
00:44Uh, looks like you are who you say you are.
00:47Will we be conducting the interview here in the lobby?
00:51Um, I'll decide where we conduct it after I review your resume.
00:56Of course.
01:07Uh, it's only one page.
01:11I kept it concise and focused on my most relevant experience.
01:14Well, most qualified candidates have at least two pages of experience.
01:22Where'd you go to school?
01:24State University.
01:25I graduated with honors in hospitality management.
01:28Never heard of it.
01:30Is it accredited?
01:32Yes.
01:33It's a well-respected state university with an excellent hospitality program.
01:38Uh, well-respected is relative.
01:41Um, what was your GPA?
01:453.8.
01:45I also completed internships at two major hotel chains, Marriott and Hilton.
01:51Okay.
01:52Um, were those internships part of a diversity program?
01:56What do you mean?
01:58Well, a lot of companies have quotas they need to fill, so they create special internship programs.
02:03Is that how you got your positions?
02:05I earned those internships through competitive application processes based on merit.
02:11Sure, but companies are always looking to, you know, check boxes these days, aren't they?
02:16So.
02:17My qualifications speak for themselves.
02:19Okay.
02:20Um, well, it says here you've had three jobs in five years.
02:25Do you find that you have trouble keeping positions?
02:28I've progressed through increasingly senior roles to advance my career.
02:32That's normal career development.
02:35Looks more like job hopping to me.
02:38Do you have issues with authority following directions?
02:42Absolutely not.
02:44I've always received excellent performance reviews from my supervisors.
02:48Okay.
02:49Well, um, this is a very professional establishment, okay?
02:53And we have certain standards here.
02:55And our clientele, they expect a particular level of service and presentation.
03:00I'd like you to clarify what you mean by presentation.
03:04Our guests are accustomed to a certain type of staff member.
03:08Someone who fits the hotel's image and culture.
03:13I'm a hospitality professional with years of customer service experience.
03:17I know how to present myself professionally.
03:21Professional means different things to different people.
03:24What does it mean to you?
03:26Someone who understands our standards and can represent them appropriately.
03:31Good afternoon.
03:32How can I help you today?
03:37Right.
03:38Uh, hi.
03:39Yeah, I have a reservation under Carla Bennett.
03:41Of course.
03:42Let me pull that up right away.
03:46Mm-hmm.
03:48Do you have a pleasant journey here?
03:50It was fine.
03:51A little tiring.
03:52I completely understand.
03:54I'll make sure your room is ready immediately.
03:57Would you like some complimentary refreshments while you wait?
04:00Perhaps some sparkling water or tea?
04:04No, thank you.
04:05I'm fine.
04:06Wonderful.
04:07Let me get your key cards ready.
04:15Okay, the elevators are just past the lobby.
04:18Breakfast is served from 6 to 10 in the morning.
04:21And our hotel spa offers a special discount for guests.
04:2520% off any service.
04:28If you need anything during your stay,
04:30don't hesitate to call the front desk personally.
04:33I'll make sure you're taken care of.
04:35I appreciate that.
04:44Okay, now, where were we?
04:47We were discussing my qualifications.
04:50Look, actually, let me...
04:52I'm not sure we even need to continue this interview, okay?
04:55I don't think you're right for this establishment.
04:58On what basis are you making that determination?
05:01We barely discussed my skills or experience.
05:04Look, I can tell from a resume and a conversation
05:07whether someone will work out or not.
05:09What I observed is that you treat different people
05:13very differently based on how they look.
05:16What are you implying?
05:18I'm not implying anything.
05:20I'm stating a fact.
05:22You were incredibly kind and accommodating
05:25to that guest who just checked in.
05:26With me, you've been dismissive
05:28and questioned me from the moment I walked in.
05:30Okay, first of all, that was a paying guest,
05:34so of course I'm going to provide excellent service.
05:37And I'm a job candidate
05:39and I deserve the same professional courtesy.
05:42I think you're being a little oversensitive.
05:45You're, like, reading things into this situation
05:49that aren't there.
05:50I'm reading exactly what's there.
05:53You've been dismissive,
05:54questioned my credentials,
05:56made assumptions about diversity programs,
05:59and suggested I don't fit the hotel's image.
06:04Look, if you're going to be this difficult in an interview,
06:07I can only imagine how you'd be as an employee.
06:10Standing up for myself isn't being difficult.
06:13It's having self-respect.
06:15Look, this interview is over, okay?
06:17You can see yourself out.
06:20You're seriously ending the interview
06:22without asking a single substantive question
06:25about my qualifications?
06:27I've seen enough.
06:28This position requires someone
06:30who can work well with others
06:31and not create problems.
06:33The only problem here
06:35is your discriminatory behavior.
06:38You should be very careful
06:39about throwing around accusations like that, okay?
06:42You have no proof of anything.
06:44Your treatment of me compared
06:46to the white guest who just walked in
06:48is all the proof anyone would need.
06:51I was being hospitable to a guest, okay?
06:54That's my job.
06:55Your job is also to conduct fair interviews,
06:59which you clearly aren't doing.
07:01I don't have to hire anyone I don't want to hire.
07:03Not when your reasons are discriminatory.
07:08Right, I forgot to ask for the Wi-Fi password.
07:10Of course, let me show you the...
07:15So, what's going on here?
07:17Oh, it's nothing.
07:18I'm just wrapping up an interview.
07:21Really?
07:22It didn't sound like nothing.
07:24It sounded like you were refusing
07:26to hire this woman for reasons
07:27that have nothing to do with her qualifications.
07:30This is hotel business.
07:32It doesn't concern guests.
07:33Discrimination concerns everyone.
07:37Has this man been treating you unfairly?
07:39Yes.
07:40He questioned my credentials,
07:41made assumptions about diversity programs,
07:44and suggested I don't fit the hotel's image.
07:46All while treating you with perfect courtesy
07:49when you checked in.
07:51Is that true?
07:53She's exaggerating, you know?
07:55Taking things way out of context.
07:58I heard what you said.
08:00About not having to hire anyone you don't want to?
08:04Yeah, what I meant was
08:05that I have the discretion in hiring decisions, you know?
08:09It's normal.
08:11Discretion is one thing.
08:12Discrimination is another.
08:15May I see your resume?
08:27This is an impressive background.
08:30Hospitality degree with honors,
08:32internships at major hotel change,
08:35and progressive career advancement.
08:38What exactly is lacking here?
08:41It's not about what's on the paper.
08:43It's about the fit.
08:45Define fit.
08:47Well, it's about matching the hotel's culture
08:50and clientele expectations.
08:51Yes, that sounds like code for discrimination.
08:55I'm going to make sure everyone in the hotel industry
08:57knows about you and this establishment.
08:59Well, who do you think you are?
09:05I'm Carla Bennett,
09:07regional director of one of the largest hotel management companies
09:09in the country.
09:11I also sit on the board of the National Hospitality Association.
09:15Look, there's been a misunderstanding, okay?
09:19It's miscommunication.
09:21There's no misunderstanding.
09:22I witnessed your discriminatory behavior firsthand.
09:27Look, if I came across as wrong, okay, I apologize.
09:32Maybe we can continue the interview over.
09:35Just start over.
09:36It's too late for that.
09:38The damage is done.
09:40You're both overreacting, all right?
09:43You're playing the victim.
09:44Women always do this, you know?
09:47Make everything about discrimination
09:49when they don't get what they want.
09:50You just made this exponentially worse for yourself.
09:55Look, I'm not going to stand here
09:57and be lectured by two women
09:58who clearly have an agenda.
10:00The only agenda is holding you accountable
10:03for discriminatory practices.
10:06Fine, I made some mistakes, all right?
10:08But everyone deserves a second chance, you know?
10:10I have a family, too.
10:11I have bills to pay.
10:13You should have thought about that
10:14before discriminating against job candidates.
10:18Yes, I need to be connected to corporate headquarters
10:21for the Riverside Hotel chain.
10:23This is Carla Bennett, Regional Director.
10:26I need to speak with someone immediately.
10:29Yes, I'm at one of your properties
10:31and I've just witnessed
10:32serious discriminatory hiring practices
10:34by the manager on duty.
10:36His name is Daniel Foster
10:37at the downtown location.
10:39Please, you're ruining my career.
10:42I'm filing a formal complaint
10:44and will be following up
10:45with the Labor Board as well.
10:47Yes, I'll hold.
10:51Yes, I'm still here.
10:52Excellent.
10:53Oh, someone will be here within the hour.
10:55Perfect.
11:00Corporate is sending representatives
11:02and the authorities will be contacted as well.
11:05This is going to be investigated properly.
11:09You'll regret this.
11:14I apologize that you had to experience this.
11:18Thank you for standing up for me.
11:20Most people would have just walked away
11:22and minded their own business.
11:24Discrimination is everyone's business
11:26and I have a platform to do something about it.
11:29Are you still looking for work and hospitality?
11:32Yes, absolutely.
11:34Well, my company is always looking
11:36for talented individuals.
11:38Based on your resume
11:39and how you handled yourself today,
11:41you'd be an asset.
11:43Really?
11:43I'd like to offer you a position at my firm,
11:46working specifically on diversity
11:48and inclusion initiatives
11:49in the hospitality industry.
11:51We need people who understand these issues firsthand
11:53and can create real change.
11:55Are you serious?
11:56Completely serious.
11:57Here's my card.
11:59Call me tomorrow to discuss details,
12:01position, salary, benefits, everything.
12:03I can't believe this is happening.
12:07Thank you so much.
12:08Talent deserves opportunity.
12:10I'm going to make sure you get it.
12:12I truly don't know what to say.
12:14So you'll call me tomorrow?
12:16I will, absolutely.
12:18Look forward to it.
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