West Indies Yatch Club Recommendation Report
Autor: Adnan • March 21, 2018 • 952 Words (4 Pages) • 655 Views
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The company headquarters is located miles away from the resort and on many instances this has led to communication gaps. This is because the top managers never visit the resort periodically and thus, fail to understand the needs of the local employees. The managers are not able to earn the trust of local employees due to their lack of active participation. The communication gap lowers employees’ morale as in one of the instances the resort was overbooked by 20% which led to many customers being dissatisfied. This led to demotivated workers as they had to deal with angry customers.
The conditions given above influence the three main problems of the resort.
The high expatriate turnover is mainly due to the lack of international exposure and cross-cultural differences. The expatriates have limited knowledge of the local culture and working style which leads to a stressful work environment. They fail to realize the difference between management styles in the US and the BVI. For instance, the behind the scenes approach used by Jim Johnson is very effective in US but in the Caribbean islands the employees need detailed instructions and need to be assigned daily tasks. Thus, the US expatriates find it difficult to adapt to the local culture and working style and lose their enthusiasm to work at the resort in a short time.
There is a rise in tensions between the local employees and US expatriates which is mainly due to the difference in working style. The workers from US are more goal oriented and focus on individualism while the local employees focus more on collectivism and give more importance to a family culture. This difference leads to a misunderstanding and creates harmful conflicts.
The issue of rise in customer complaints is directly related to low motivation, lack of training and cross cultural differences. Ineffective operational measures executed by the resort leads to diminished level of customer service. This has led to a decrease in popularity of the resort.
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