Case | HBS Case Collection | November 2010 (Revised April 2011)

Aman Resorts

by Eugene Soltes and Aldo Sesia

Abstract

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 strategy and operations, which differ in many ways from industry standards.

Keywords: Business Model; Customer Focus and Relationships; Customer Satisfaction; Globalized Firms and Management; Employees; Service Delivery; Business Strategy; Accommodations Industry;

Citation:

Soltes, Eugene, and Aldo Sesia. "Aman Resorts." Harvard Business School Case 111-012, November 2010. (Revised April 2011.)