West Indies

Recommendation Report for the West Indies Yacht Club Resort

Background on the West Indies Yacht Club Resort

In the past two years, the resort had hired and failed to

Purpose of the report

The vacation industry in British Virgin Island (BVI) is developed into a profitable, but highly competitive market. One of the major players is the West Indies Yacht Club Resort (WIYCR), operates successfully since its inception in late 1980s. However, recently some problems became alarming, seriously affect the operating performance of the resort. Investigation is needed. I, Patrick Dowd, am honor to be the investigator. The purpose of this report is to discuss the problems in the resort, why they exist and the corresponding solutions.

Problems in the resort

WIYCR is troubled with internal problems that started to affect its normal operation. Expatriate turnover rate is nearly high enough to be problematic; there is a three-fold increase in guest complaints recently; relationship between expatriate and local staff is poor; and there appear to be low employee motivation.

I) Investigation Summary

In British Virgin Islands (BVI), there are mainly five upscale hotels and WIYCR is one of them which is famous for its boat collection as well as its top of the line sailing instruction programs. The resort staff is composed of expatriate managers and local employees. This results in cultural communication problems and arises issues on cross-cultural management for the managers. After the investigation, there are mainly four problems including the high level of expatriate turnover, the remarkable rising of the number of guest complaints, the tension between the expatriate and local staff, and finally the lack of motivation of the locals in their work. All the problems above are not caused by the lack of technical or professional staff, however, they can be explained by cultural differences within the organization, and the strict regulations imposed by the local...