He must utilize tactics that could be considered intimidation, in the US, but in Russia these are everyday common acts of management. This creates great rifts in the ways management deals with staff from country to country.
Service staff is the most troublesome of all. Service staff is given many responsibilities in comparison to their training. Once again, in some countries service staff may be well trained whilst in others training may be something unheard of. It is very hard for hotels to keep their service staff on a leash, mainly due to the fact that service staffs outnumber their managers with quite a high ratio, and that hiring more supervisors would be a costly issue. .
With globalization and cultural diversity in mind and Russia as a case study, this paper comes to discuss how staff behavior influences profits and the ethical issues that arise from service staff.
Ethical issues and Service staff.
Before we can begin to discuss details, we must first look at the bigger picture. Russia, which up to 1989 was the leader of the Soviet Union and a world superpower has undergone great social, political and economic change. From being a communist, dictatorial superpower which was the first to send a man to space, to a politically run down, economically unstable pride stripped nation. The consequences of this still resonate in today's Russia. So when western hotel corporations attempted to step into the Russian market they encountered many difficulties. The characteristics of Russian/Soviet working style are defined by Rubens (1995) as "extremely hierarchical structures, power concentrated at the center, paternalism and control orientation, lack of information sharing and decision making." One can easily see how westerners would have difficulties dealing with such approaches. In this section, the main issues concerning service staff will be outlined alongside several different approaches to handle such issues.
