Recommendation Report.docx - To Jim Johnson General Manager...

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To: Jim Johnson, General Manager, West Indies Yacht Club ResortFrom: Patrick Dowd, management consultantDate: 1 January 1995Subject: Recommendations to improve the quality of service at West Indies Yacht Club Resort1.IntroductionThe general manager is concerned about the existing problems of high expatriate turnover, increasing guest complaints and increasing tension between expatriate andlocal staff. He invited me to investigate the underlying reasons for these problems and make recommendations to improve the situation. I worked at the resort during three Christmas holiday weeks as requested to observe the staff during the peak seasons. During my time here, I observed the work of the employees and talked with some of the expatriates and local staff. I have spent sometime with the guests as well to get their comments. This report provides analysis on the causes of the problems in the resort. It proposes recommendations to alleviate the issues through two directions.(i)Increase the adaptability of the expatriates(ii)Motivate the local staff2.ConclusionsWe have identified the causes of the following problems:2.1 High expatriate turnover-Expatriates unable to adapt to local culture-Expatriates being frustrated with the work of the local staff2.2 Increasing guest complaints-Poor local staff performance2.3 Increasing tension between expatriates and local staff-Misunderstandings between expatriates and local staff-Ineffective management style
3.Recommendations

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