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Case 5 Royalton Hicacos Varadero Cuba One Foot in Capitalism; One in Communism You can't get much more workplace diversity than to have a capitalist company from Canada operate a property in communist Cuba. But thanks to open- minded management, the Royalton Hicacos resort in Varadero succeeds in pleasing its Canadian owners, its Cuban government-oriented hosts, and its guests from around the world. pursues an overarching for which is almost universal demand from live-star customer And Chain's approach wodne. The hotel saight pancy rate and is rated highly by visitors, taking in the top 2 hotels in of Cuba on TripAdvisor 2016, Royalticacos world for its ality and get experience by the Cuba try of Tourism at a Catan-Canada Trade and Tourism union industry event. Royalton Hiccos has been adored by guests for many years and to beaded by such a reputa ble apency in Cuba is an honou said Mohamad Fans, Senior Director of Operations, fue Diamond Resorts, Cab. Each member of the at this resort is committed to devering the highest quality of service to valued guests Case Analysis Questions 1 Discussion if you were the GM of the Royalton Hicaces in Varadero how would you draw from culture theories to help the Cuban staff of the hotel adapt to their global vacationing customers 2. Discussion it appears that this joint venture between Royal Hica cos and the Cuba Government is working Dawing from the discussion on how to choose aventure partner in chapter discuss the strengths of this joint venture 3. Problem Solving if you were hired by Royal Hicacos to look at whether the hotel chain should open a resort in Venezuelawat key factors in the business environment might you focus your report upon! Sow Cal y of Tour poury "Royalton ism, com Resorts and AFC panty news release Decebe Paulina Chahin, the General Manager at the adults-only Royalton Hicacos Varadero Resort and Spa in Cuba, has been the GM for three years and has over six years of experience as a manager in Cuba. She is also the youngest leader of any of the major resorts in Varadero Originally from Mexico, Chahin has been in the hospitality industry ata number of global locations and has found that leading in Cuba is vastly different than in her previous places, because it's a communist country The Canadian-owned Royalton Hicacos has over 400 Junior Suites Guests are first welcomed at a stylish lobby and then toured around the resort on their way to their low rise rooms. There are the usual ameni ties you would expect at any five star Cuban resort--beach restaurants to enjoy the sunsets, jazz and piano bars, pools, and beachside Ball beds--allocated near the famous white sands of Varadero beach. There are many different places to eat at the Royalton Hicacos, but one of the most popular is the spot run by sandwich maker Tonia, who makes Cu ban pork sandwiches just off the lobby bar. Patrons also speak glowingly of the staff who willingly share insights and helping hands and state that they are happy to be members of the Royalton Hicacos family. GM Chahin's day begins at 7:00 am, and ends late in the evening. Fortunately, she lives on site so her commute is short. Every morning she has a meeting with her direct reports at 10:30 to review the last day's events and to discuss future topics, including guest flows, entertainment, personnel issues, key performance indicators, and myriad other matters. Attending these meetings are Chahin's seven direct reports and seven Cuban managers who mirror the same roles as her people. This parallel management structure is what makes leading in Cuba unique. The Cubans are employees of the government and work to integrate planning and operations within a tightly regulated federal system. As GM, Chahin needs to keep both her Canadian capitalist owners and Cuban communist partners happy. Meeting financial goals seems to be the sweet spot for both. To achieve this goal, Chahin does a lot of coaching, working one- on one with all of her stall She takes good notes during these meetings and this helps her to connect with her staff, such as remembering birth days and other family celebrations. She is a delegator yet she checks up regularly. She also leads by example. After welcoming new guests at a reception, Chahin can be seen picking up stray papers blown by the wind Making the resort clean and welcoming is everyone's responsibility Chahin highlights that she is focused on further adapting the culture of the organization. Having people primarily from one culture (Cuba) required to meet the diverse demands from people from all over the world is a challenging task. To succeed, she recognizes that it is important to build upon the very respectful nature of the Cuban people and then to add a focus on speedy responses to customer needs, which is important for North American and European customers. She also Making Com Starting a busine completely changin Guct or service Swere willing to the they realized the software pou e snowboard store was better vinter and The Candy Fred in The