To: Jim Johnson, General Manager, West Indies Yacht Club Resort(WIYCR)
From: Patrick Dowd, Management Consultant based in New York
Date: 10 January 2018
Subject: Recommendations for management issues in West Indies Yacht Club Resort
1. Introduction
West Indies Yacht Club Resort now has four management concerns, increased number of
guest complaints from 10 per week to approximate 30 per week in past two years, low
employee motivation, high expatriate turnover and expanding tension between local staff
and expatriate. Each of them resulted in company losses and raised the general manager
awareness. With the experiences in the region and knowledge of cross-cultural management,
my team and I was requested by the general manager to investigate the underlying causes
and come up with enhancements for the management issues in the resort.
During the peak season for three Christmas holiday weeks, we worked as observers and tried
