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June 2012
Case

Aman Resorts (Abridged)

By: Eugene Soltes and Aldo Sesia

This case describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's... View Details

Keywords: Global Business; Management Skills; Performance Appraisals; Customer Service; Incentives; Hospitality; Globalized Firms and Management; Business Model; Employees; Service Delivery; Customer Focus and Relationships; Business Strategy; Accommodations Industry

May 1991 (Revised February 1992)
Teaching Note

Marriott Corp.: The Internal Audit Function, Teaching Note

By: Robert L. Simons

Keywords: Accounting Audits; Accommodations Industry

January 2008 (Revised April 2008)
Teaching Note

Orient-Express Hotels (TN)

By: Frances X. Frei

Teaching Note for [603024]. View Details

Keywords: Accommodations Industry

September 2006
Teaching Note

Taj Hotel Group (TN)

By: Thomas J. DeLong, Jaan Margus Elias and Terence Heymann

Keywords: Accommodations Industry

November 2001 (Revised October 2017)
Case

GuestFirst Hotel (A): Customer Loyalty

By: Frances X. Frei and Dennis Campbell

Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance. View Details

Keywords: Motivation and Incentives; Mathematical Methods; Finance; Performance; Relationships; Customer Focus and Relationships; Data and Data Sets; Accommodations Industry

February 1981 (Revised May 1988)
Case

Marriott's Rancho Las Palmas Resort

Management of a resort hotel near Palm Springs is reviewing the hotel's performance nine months after opening and planning a marketing strategy for 1980. Of particular concern is the strategy to adopt during the shoulder and off-seasons when demand for the product is... View Details

Keywords: Marketing Strategy; Accommodations Industry

March 1967 (Revised May 1974)
Case

Sheraton Corp.

By: Walter J. Salmon

Keywords: Accommodations Industry

Find at Harvard

September 1992
Case

ACCOR (A)

ACCOR, a French-based lodging and restaurant company, is described from its founding in 1967 to its 1990 acquisition of Motel 6. Particular attention is devoted to ACCOR's co-chairmen, Paul Dubrule and Gerard Pelisson, and the management policies they have put in... View Details

Keywords: Management Practices and Processes; Acquisition; Management Teams; Accommodations Industry; France; North America

March 1989 (Revised February 1998)
Teaching Note

Marriott Corp.: The Cost of Capital, Teaching Note

By: Richard S. Ruback

Teaching Note for (9-298-101). View Details

Keywords: Cost of Capital; Accommodations Industry

February 2016 (Revised February 2020)
Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India

April 2014 (Revised July 2017)
Case

The Park Hotels: Revitalizing an Iconic Indian Brand

By: Jill Avery and Chekitan S. Dev

Priya Paul, chairperson of The Park Hotels, an award-winning portfolio of thirteen boutique hotels scattered across India, was in the midst of a brand revitalization program. Landor Associates, a leading brand consultancy had identified three areas of concern: the... View Details

Keywords: Organizational Change and Adaptation; Product Positioning; Competition; Brands and Branding; Accommodations Industry; India

2010
Case

Playa Dorado

By: W. Earl Sasser

Playa Dorada Beach & Resort in Boca Raton, Florida, faces a growing seasonal demand for tennis services. The number of guests is expected to double in the next few years, and while the tennis facilities are a popular and well-promoted amenity at the resort, court space... View Details

Keywords: Demand and Consumers; Management Analysis, Tools, and Techniques; Expansion; Planning; Mathematical Methods; Price; Profit; Sales; Operations; Growth and Development Strategy; Marketing; Performance Capacity; Accommodations Industry; Florida

September 2010 (Revised April 2015)
Case

Taj Hotels, Resorts and Palaces

By: Rohit Deshpande and Mona Sinha

The Taj Hotels, Palaces, and Resorts introduced a new brand architecture to counter lack of differentiation and confused positioning of its mixed bag of brands. After launching an economy and an upscale brand, it dithered over the launch of its upper upscale and luxury... View Details

Keywords: Growth Management; Brands and Branding; Marketing Strategy; Product Positioning; Luxury; Accommodations Industry; India

March 2009
Case

The Hotel Bed Wars

By: Youngme E. Moon

This case describes the start of The Hotel Bed Wars, the competition among hotel chains to attract customers by offering better and more elaborate bedding. The case is written from the standpoint of Starwood Hotels & Resorts, which is credited with starting The Hotel... View Details

Keywords: Competitive Strategy; Problems and Challenges; Customization and Personalization; Customers; Accommodations Industry

April 2007 (Revised April 2011)
Teaching Note

Slots, Tables, and All that Jazz: Managing Customer Profitability at the MGM Grand Hotel (TN)

By: Dennis Campbell and Francisco de Asis Martinez-Jerez

Teaching note to 106029. View Details

Keywords: Games, Gaming, and Gambling; Customers; Profit; Accommodations Industry

November 2006
Supplement

Marriott Corporation (A) Financial Projections Exercise

By: Thomas R. Piper

Keywords: Corporate Finance; Accommodations Industry

October 2006
Teaching Note

Marriott Corporation (TN) (A) and (B) (LCA)

By: Lynn S. Paine, Thomas R. Piper, Charles Nichols and Aldo Sesia

Keywords: Accommodations Industry

March 2006 (Revised April 2008)
Teaching Note

GuestFirst Hotel (TN) (A) and (B)

By: Frances X. Frei and Dennis Campbell

Keywords: Accommodations Industry

August 2005 (Revised April 2008)
Teaching Note

GuestFirst Hotel (B): Statistics Review with Data Desk (TN)

By: Frances X. Frei

Presents an overview of the statistical analysis covered in the case discussion. View Details

Keywords: Mathematical Methods; Accommodations Industry

April 2004
Teaching Note

The Arts Property and Hotel (TN)

By: Arthur I Segel

Teaching Note to (9-803-009). View Details

Keywords: Strategy; Investment; Agreements and Arrangements; Management; Accommodations Industry; Barcelona

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