organization behavior

Fishing Lodge Retreat

Group 9

07 February 2017

In order to study the impacts and effects of organizational behaviour (OB) Group 9 proposes doing a study on a Fishing Lodge Retreat. This presents an interesting perspective on OB as it will allow our group to examine an industry that caters to a more specific market of the guest services and destination vacation industry. In this industry customer-client relations are paramount due to the impact of reputation in the age of social media and the fallout from a single poor review or experience could have dire consequences given the smaller target audience and the smaller yearly client base when compared to major resorts/destinations we would be competing with. In the local Fredericton and Maritime area our primary competition would consist of other major “get away” providers that could transition between providing services and packages for mid sized corporate retreats, large family vacations, or high-end private excursions. This could come simply in other fishing lodge retreats as direct industry competition, similar industry competition in salmon fishing camps located primarily along the Miramichi River, or even similar service industry, such as the Algonquin hotel with its golf, sea tour, and spa packages or local ski/outdoor resorts. In order to stand out against such a varied competition our business must at least appear flawless, and exceed the ratings and reviews of competitors both formally and by word of mouth. To do this we must compete in some way with all the aforementioned industries in some way while remaining unique and desirable. To this end we refine the scope of business using differentiation strategy primarily. We will be unique in location and experience in the area by providing an on the water floating lodge as modelled by western salmon fishing lodges. Given this in order to optimize obviously higher costs, space will be at a premium for amenities and living. Individual rooms will be designed to functionality over luxury, and relaxation space will provided in communal locations for most rooms that will offer views the local scenery. Further our physical location and size will limit guest numbers and staff available to stay on sight providing an intimate almost “family” feel for our business. Guests won’t just feel like a booking number. This intimate experience leads to some of our larger OB challenges. Primarily hiring and maintaining the right employees. Customer relations and experience management will be of our primary concern over the best of expertise (usually associated with higher wage costs anyways). Employees must be able to maintain a professional and welcoming demeanor at all time, engaging guests whether serving food, leading fishing excursions, or cleaning rooms. Once we’ve found these individuals providing a work environment to them that will foster commitment and steady performance will be key. Should an employee decide their having a bad day and let it show, it will sour guests’ experience. Once guests have a positive experience though with an individual they will speak as highly of that individual as they do the retreat itself. This is even more important when considering the work environment of the employees as they may often be called upon to work away from the management, with relative autonomy during excursions and where their behaviour (job performance) will decide the future of the company. Further should an employee prove to be the wrong fit for the company lacking the required skills or motivations, removing them quickly and seamlessly will be key to repairing any possible damage to the client experience. Type A personalities that can take the lead will be key for managing clients as guides, however the in-house lodge staff should be able to maintain a consistent performance so customers are comfortable and know what to expect, while being able to respond to critical situations. To this end this end guides and service staff are the two most key and central jobs to our company’s success.