InterContinental Miami 1 Case StudyInterContinental Miami 2 About InterContinental Hotels & Resorts, Miami sits in the heart of downtown’s business district with a breathtaking view of Biscayne Bay. The full-service hotel has 600 employees over 33 departments, and its extensive facilities include a spa/fitness center, a pool/pool bar, two restaurants, FedEx, Starbucks, as well as a few other vendors. As a luxury bay front property, this is a very popular destination for vacationers and business travelers alike. Many events are hosted here ranging from weddings to large conventions. The hotel’s mission is to “create great hotels guests love.” Jozenia Cruz works in Human Resources and Talent Engagement and knows to achieve this goal, human capital is their strongest asset. Workin

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