The West Indies Yacht Club Resort

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.

Analysis of the problems

Management

In WIYCR, management team is divided into two parts: head office in Chicago and resort management in BVI. Due to the lack of sensitivity of BVI vacation