Geert Hofstede's Power Distance Theory explains this phenomenon to a 'T'. Malaysia's anthropology is considered 'high power distance' on the spectrum given how ingrained hierarchical socio-cultural structures are here. Justin Lee, a fellow hotelier, scribed a magnus opus on the topic - related to the matter at hand in relevance to organisational behaviour and incisive management methods specific to HR. I could not recommend his article any higher. I learnt much from it - it is a vein of gold in a barren wasteland of attempts to address a hoary chestnut of a problem. Here's a link to his article: https://lnkd.in/gSutzyzv Anybody and everybody who has to supervise, manage or performance coach individuals or teams will find his impressively researched thesis most beneficial as it delves deep into the neuroeconomics of the root derivation of the psychological drivers of patternistic behaviour. There is no better start to trying to tailor-make a strategic blueprint to solving any property's unique power distance problems perpetuated by staff than by getting a firm grip on the slippery and deeply entrenched causality behind it. Best of luck.
If you want to have a long term successful business in hospitality, you will need to stop pandering or coddling certain types of customers. Every day we will have 3 employees at the buggy area helping arriving golfers carry their golf bags to their respective buggies. I noticed that the more expensive the golfer's car, the more attentive the employees are 😅. For arriving Datuks and VIPs, even the sales people comes out to help ("drama"). If you drove an old car or God forbid... a Waja, somehow everyone will be busy somewhere else and these golfers will end up bringing their own bags to the buggy station. The wants and needs of a small minority of guests should not dictate the long term strategy of the business. The wants and needs of EVERY guests should. So I made sure that every golfers and resort guests are treated fairly and respectfully immaterial of their status in life. In fact, I personally prefer the non titled golfers and guests because the probability of a titled golfer or guest asking for a free game or discounts, is higher than the guy who just drove up in a Waja, paying full price for his game or rooms. Malaysia has thrived as a neo-feudal state for decades. Privilege and entitlement is systemic and it's very hard to change such expectations.