INBS561_SP 20 Case report 1.docx - West Indies Yacht Club...

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West Indies Yacht Club Resort (Case No. 1) I. Problem statement: Patrick Dowd must resolve three main problems of the resort. Those issues are high expatriate manager turnover, the rising rate of guest complaints and an increasing tension between expatriate and local staff members. Dowd needs to address these problems and present a course of action to the General Manager, Jim Johnson. II. Alternatives: 1. Develop a local manager training program in West Indies Yacht Club Resort for local employees 2. Create a financial reward system with performance review 3. Bridge the cultural gap between the front office expatriates, managers and local employees III. Analysis: 1. Develop a local manager training program in the West Indies Yacht Club Resort for local employees As Dowd made his tour of the resort, he continued to make mental notes of the managers’ and staff opinions. Managers such as Kent Mawhinney (Property Manager) and Kristin Singiser (Rooms Division Manager) were highly respected for their caring nature and effort 1
for understanding the culture. On the other hand, managers Steve Lucas (Food and Beverage Director) and Nick Smith (Marina Director) did not receive high praise as the other two managers. The defining action that made Mawhinney and Singiser well respected by the local staff was their awareness and effort of getting to know their local employees. Putting in the time to know their names and learning the culture really garnered the respect of the locals. Implementing a local manager training program could motivate local employees in advancing to higher levels within the resort. Providing the necessary education could be crucial to creating more effective leaders amongst local employees. Whom better to lead than a local them self. He or she would have great connections to the ground staff as they have a strong cultural bond. Furthermore, the feedback to the upper management may be more creative and understanding of the needs of guests and employees. As a representative of the BVI, the manager could create ripple effects causing employees to work harder and be more motivated. Thus, guest complaints would decrease due to the outstanding and attentive services provided by the staff. In addition, creating this program would lead to more local employees. This allows for more expatriates to be hired to accommodate the government regulation ratio. By having more local employees, this also fixes the overstaffing in the off season months. Although local employees still need to be on staff, expatriate managers and staff can be temporarily relieved 2

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