West Indies

West Indies racing yacht Club Resort: When cultures collide Jeffrey P. Shay, Ph.D. Assistant professor 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 snow-white Ithaca, New York landscape. Dowd reflected on his recent recollect conversation with Jim Johnson, superior general Manager of the 95-room West Indies Yacht Club Resort (WIYCR) turn up in the British Virgin Islands. Johnson sounded desperate on the phone to pull the asylum out of its apparent tailspin and renowned tierce primary areas of concern. First, expatriate manager turnover was blood to become problematic. In the past twain years the resort had hired and then failed to retain three expatriate Water seem 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 take formweek 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 British Virgin Islands employees. umteen 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 work side by side, now there was a obtrusive gap between these groups that appeared to be growing. Johnson had come to know Dowd and his temperament for being one of the few expatriate management consultants... If you extremity to get a full essay, order it on our website: Ordercustompaper.com

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