West Indies

West Indies yacht Club Resort: When cultures collide Jeffrey P. Shay, Ph.D. Assistant prof of International Business and Entrepreneurship School of Business Administration University of Montana Missoula, MT 59812 electronic mail: jshay@business.umt.edu 2nd Revised and Resubmitted, Case Research Journal, Resubmitted January 2001 West Indies Yacht Club Resort: When cultures collide In early December 1994, Patrick Dowd, a thirty-year-old management consultant, stared out his office window at the lily-white Ithaca, New York landscape. Dowd reflected on his recent earphone conversation with Jim Johnson, frequent Manager of the 95-room West Indies Yacht Club Resort (WIYCR) fit(p) in the British Virgin Islands. Johnson sounded desperate on the phone to pull the recede out of its apparent tailspin and mention threesome primary areas of concern. First, expatriate manager turnover was starting time to become problematic. In the past dickens years the resort had hired and then failed to retain three expatriate Water campaign Directors and three expatriate Food and Beverage Directors. Second, although the resort had not initiated a formal guest feedback program, Johnson estimated that guest complaints had increased from ten per week to more than thirty per week over the past two years.

The complaints were usually given by guests to staff at the front desk, written down, passed on to Johnson, and usually centered on the deteriorating aim of service provided by local anaesthetic British Virgin Islands employees. many another(prenominal) repeat guests claimed, The staff just doesnt seem as motivated as it used to be. And third, there appeared to be an increasing level of tension between expatriate and local staff members. In the past, expatriates and locals seemingly found it natural to action side by side, now there was a noted gap between these groups that appeared to be growing. Johnson had come to know Dowd and his nature for being one of the few expatriate management consultants... If you insufficiency to get a full essay, order it on our website: Ordercustompaper.com

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