Case | HBS Case Collection | June 2012

Aman Resorts (Abridged)

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. "Aman Resorts (Abridged)" is a slightly shorter version of "Aman Resorts," HBS No. 111-012.

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;

Citation:

Soltes, Eugene, and Aldo Sesia. "Aman Resorts (Abridged)." Harvard Business School Case 112-100, June 2012.