11. West Indies Yacht Club Resort Case - West Indies Yacht...

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Chapter 4 / Exercise 22
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West Indies Yacht Club Resort: When Cultures Collide
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Chapter 4 / Exercise 22
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Why are we studying this case? All MGMT sections are using this case for application. LABU class is also using this case for learning. Application of OB concepts: Cultural Differences Cross-cultural Management Challenges Leadership Motivation
British Virgin Islands (BVI)
British Virgin Islands
Yacht Club Resort
Case Overview This case describes the challenges associated with managing in a different culture. The West Indies Yacht Club Resort (WIYCR) is an independent upscale 95 room Caribbean property with spectacular views, two restaurants, a small grocery store, and two gift shops. Joe Kimball , the resort’s owner, acquired the resort in 1973 and developed the property into one of the premier watersports-oriented resorts in the world.
From 1973 until the mid 1990s the resort had differentiated itself from local competitors through offering a comprehensive set of water sports activities (e.g., small sailboats, powerboats, and windsurfers). Recently local competitors had eroded this point of differentiation through acquiring their own water sports equipment. As a result, competition was becoming increasingly fierce and based primarily on the delivery of high quality service.
Major Problems Jim Johnson , the resort’s General Manager, is concerned about recent increases in expatriate manager turnover and guest complaints, decreases in the motivation level of local employees, and a growing gap between expatriate and local staff.

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