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What operating issues face Jim Johnson as chief manager at West Indies Yacht Club Resort? How might the problems limit the resort's ability to meet the needs and expectations of guests?
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Case 31 West Indies Yacht Club Analysis 1. What operating issues face Jim Johnson as chief manager at West Indies Yacht Club Resort? How might the problems limit the resort's ability to meet the needs and expectations of guests? There were three primary problems (or are these symptoms of problems?) that Johnson identified: ? Expatriate manager turnover was beginning to become problematic. In the past two years, the resort had hired and then failed to retain three expatriate Waterfront Directors and three expatriate Food and Beverage Directors. ? During the same two-year period, the resort experienced an increase in guest complaints from ten per week to over thirty per week. The problem may actually be even greater than this increase represents because the resort is not using a formal complaint process. Instead, guests are giving the complaints to the front desk staff. The complaints centered on a deteriorating level of service provided by local British Virgin...
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