The Shangri-La Fijian Resort

CASE SUMMARY

The Shangri-La Fijian Resort (FIJIAN) was one of the grand names of the Shangri-La International Hotel Group that well known as a world standard international hotel. The Fijian was enjoying the strong and good reputation through the world, especially in some region such as Australia, New Zealand, and South Pacific region.   This resort was located in one of the big island at Fiji that is Yanuca.   Fijian has around 450 room-resort and more than 800 local staff payroll. Most of the employee is an indigenous people, and took the front line department.

A problem was raised in The Fijian that involved Brett Taylor as an American expatriate owner-manager in that resort to take action and solve the issued. The issued was quite sensitive, since it relates to the local custom and practices. He needs to consider about all those things without being unfair with the other staff and keep it strict to the rules. However, the dilemma becoming more complicated because Brett Taylor has to take action between his staff which is Moala Tukana and Solome Suacake. The dilemma is Moala Tukana was being one of the company asset, because of his dedication, talent,   and good performance in the work field, but in other side he was did mistake by allowed Solome took some money that she is not supposed be do. Moala Tukana did it because of custom issued that cannot be avoided.   

PROBLEM STATEMENT            

1. Bad workers’ attitude in which Saloma Suacake was caught red handed by Brett Taylor where she stealing money from the customer.
2. The indigenous Fijians are strictly guided by their customary practices.
3. Moala having lack of responsibility towards the issue of stealing. Moala, the restaurant supervisor, ignored the stealing incident by Salome because Salome was her Tau , a person committed by the ancestors to support her.
4. Mr. Brett is facing a dilemma on how to tackle and decide on the incident of fraud, especially towards Moala in which the local staff was involved in misconduct issue and took advantage on company policies’ tolerance towards local traditional practices and customs.

The main problem is Mr. Brett is facing a dilemma on how to tackle and decide on the incident of fraud, especially towards Moala in which the local staff was involved in misconduct issue and took advantage on company policies’ tolerance towards local traditional practices and customs.

The decision making dilemma faced by Brett Taylor that involved the professionalism of his staff in work field that related to the local custom issue. Mr. Brett decision need to be fair to the staffs where he has to consider both local customs and also his Fijians workers. He also want to avoid any insubordination and abuse by his staffs on this issue. In fact, the Hotel Workers’ Union had appealed on Salome’s behalf that she was unduly influenced by the church to raise funds by the church claiming that the money she stole was not for her usage.

ALTERNATIVE STRATEGIES

1. Practise consequences management  
2. Strengthen company policy    
3. Talk to Moala personally

1. Practise consequences management  

This suggest pratises of consequences management to staff who are involved in misconduct behaviour. In this particular case, Moala and Salome, who are currently being suspended, may be penalized due to their delinquency issue. Based on the situation above, both staff may be given a second chance to come back to work, under a strict probation, while waiting for a full investigation and decision from management. The management may consider retaining or terminating Salome. Keeping Salome, may risk a similar incident to happen in the future, hence, option for termination may be the best choice for the company for Salome case. While for Moala, based on his excellent track records (other than Salome’s case) and his potential, the management may consider keeping him in the company. However, as a consequences action, management may either relocate him to other location (lateral movement) or downgrade his current position at FIJIAN Hotel.

1. Strengthen company policy    

FIJIAN Hotel and Shangri-La International Hotel Group to revise their company policy, in an effort to address issues related to local traditional practices and custom. The new policy shall be customized such way that company interest is to be prioritized. Some control level of tolerable may be applied to accommodate local traditional practices and custom; but it shall be designed delicately.  

1.  Talk to Moala personally

Brett Taylor should meet Moala personally to discuss and advice him about his potential on becoming a leader in future. Moala need to know that Brett Taylor is really appreciating him in this company.