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WIYCR

Problems & Solutions


Rachel Huang Fion Tsang Louis Lo Boryana Uzunova

WIYCR

Agenda

Cultural Dimensions
Problems in WIYCR
Surface Solutions
Core Solutions
Conclusion

WIYCR

Cultural Dimension

Uncertainty Avoidance
Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

WIYCR

Cultural Dimension

Power Distance

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

WIYCR

Cultural Dimension

Collectivism vs. Individualism

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

WIYCR

Cultural Dimension

Masculinity vs. Femininity


Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

WIYCR

Problems in WIYCR
6

manager
s

2 year

Cultural Dimensions

Low
Motivati
on

Problems

Tensions

Surface
Solutions

Guest
Complain
ts300%

Core Solutions Conclusion

WIYCR

Surface solution

Short-term

Cultural Dimensions

Flexible

Problems

Surface Solution

Easy to
implement

Core Solutions

Conclusion

Surface solutionTeam Building


Exercises
Cultural Dimensions

Problems

Surface Solution

Core Solutions

Conclusion

WIYCR
What are Team-Building Exercises?
Challenging tasks that are not related to work
Ice-breakers before meetings, team sports
Raft-building, Master-chef challenge etc.

Cultural Dimensions

Problems

Surface Solution

Core Solutions

Conclusion

WIYCR

Goal-setting theory

Cultural Dimensions

Problems

Surface Solution

Core Solutions

Conclusion

WIYCR
Why Team Building Exercises?
Establish team-bonding
Encourage team work and communication
Understand each others working style
Reduce tension among staff, increase job motivation

Cultural Dimensions

Problems

Surface Solution

Core Solutions

Conclusion

Implementation plan

Cultural Dimensions

Regular
basis

Departmentbased

Both expat.
managers
and local
staff
involved

Duration: 1
day at most

Problems

Surface Solution

WIYCR

Core Solutions

Conclusion

WIYCR

How to access effectiveness?


Expat. manager turnover rate
Job satisfaction ratings
Number of guest complaints per week

Cultural Dimensions

Problems

Surface Solution

Core Solutions

Conclusion

Core solutionTrivia Game/


Leadership Training/
Staff Training and Development
Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

SURFACE

Surface vs. Core Solutions

WIYCR

-easy
-cheap
-fast
-immediate

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Surface + Core Solutions


Surface
Solutio
n

WIYCR

Immediate
and
Durable
effect

Core
Solutio
n
Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

SURFACE

Surface vs. Core Solutions

-easy
-cheap
-fast
-immediate

WIYCR

-hard
-expensive
-timey
-delayed
CORE

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Surface + Core Solutions


Surface
Solutio
n

WIYCR

Immediate
and
Durable
effect

Core
Solutio
n
Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Core Solutions
What?

WIYCR
Interactive
Cultural
Questions
How?

Mixed
Teams

Controlling:
SelfWhy?
Turnover Ratio & Job
Reflection
Cultural
Satisfaction Survey

Trivia

Who?

Effective
Managers

When? Low Season

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Core Solutions
What?

WIYCR
Effective
Management
Styles
Why?

Boost
performance

Controlling:
Redesignin
g strategies
How?
Guest Complaints Ratio

Leadershi
p Training

Who?

Effective
Managers

When? Low Season

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Core Solutions: Staff


Training and Development

WIYCR

What?

Systematic
training

Hospitality

Why?

Improve service
quality and
efficiency

Guest
Satisfaction

Who?

Hospitality
Coach

Frontline Staff

How?

2-3-week
Training

Number of
complaints

Cultural Dimensions

Problems

Surface
Solutions

Core Solutions Conclusion

Core Solutions: Staff


Training and Development

WIYCR

Build
Ownership

Reduce Cultural
Differences
Staff
Developmen
t
Demonstrate
Trust

Cultural Dimensions

Problems

Retain
Consistency

Surface
Solutions

Core Solutions Conclusion

WIYCR

Conclusion
Profitability

Resolve
Cultural
Differences
Surface
Solutions
Cultural Dimensions

Problems

Core
Solutions
Surface
Solutions

Core Solutions Conclusion