West Indies Case
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CASE STUDY
THE WEST INDIES YACHT CLUB RESORT: WHEN CULTURES COLLIDE
INTRODUCTION
The Management of the West Indies Yacht Club Resort was facing various key problems namely:
High Expatriate Turnover
Increasing Guest Complaints
Deteriorating Level of Service
Increasing Level of tension between Expatriates and Local Staffs
Lack of Staff Motivation
The Resort is considered as one of the best tropical resort in the world. The reputation of the West Indies Yacht Club Resort is mainly due to its exclusive location known for its beauty and echo-tourism values. The reputation of this Resort was further enhanced after acquiring the World Largest Fleet of Sail Boats. In fact, it was regarded as the "Premier Water Sport Resort" in the World.
This case is a good example of mistrust, the reason why one group of people has come to not trust another group of people. While being a native of Virgin Gorda Island and working for the West Indies Yacht Club Resort, many natives see expatriate workers come and go. Some of the workers are managers, yet most of them are just temporary workers during the high peak seasons like late December through early July. During the times of working together the employees would become friends, and then the expatriate workers would travel back home after the peak season to never return leaving the natives in mistrust of the expatriates. Besides two totally different cultures not trusting each other, this would cause problems and turmoil to an already troubled West Indies Yacht Club Resort.
The problem with the relationship between native and expatriate workers has apparently been a growing concern and should have been pointed out and picked apart a long time ago...