Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • March 2008
  • Case
  • HBS Case Collection

Shangri-La Hotels

By: Dennis Campbell and Brent Kazan
  • Format:Print
  • | Pages:22
ShareBar

Abstract

In November 2006, Symon Bridle, the newly appointed chief operating officer of Shangri-La Hotels and Resorts, was thinking about a number of organizational issues that presented challenges to Shangri-La's rapid expansion strategy. There were three major issues at hand: (1) the company was expanding into high-wage economies in Europe and North America; (2) the company was expanding its presence in China-a country where front-line employees were not used to exercising decision-making authority; and (3) newcomers in the Chinese hotel market were poaching Shangri-La's staff and driving up wages in historically low-waged markets. As a COO, Bridle needed to ensure that Shangri-La's signature standards of "Asian Hospitality" were maintained during this expansion.

Keywords

Employees; Growth and Development Strategy; Standards; Service Delivery; Organizational Culture; Accommodations Industry; China; Europe; North America

Citation

Campbell, Dennis, and Brent Kazan. "Shangri-La Hotels." Harvard Business School Case 108-006, March 2008.
  • Educators
  • Purchase

About The Author

Dennis Campbell

Accounting and Management
→More Publications

More from the Authors

    • December 2022
    • Faculty Research

    KKR at CHI Overhead Doors (C)

    By: Ethan Rouen and Dennis Campbell
    • December 2022
    • Faculty Research

    KKR at CHI Overhead Doors (B)

    By: Ethan Rouen and Dennis Campbell
    • December 2022
    • Faculty Research

    KKR at CHI Overhead Doors (A)

    By: Ethan Rouen and Dennis Campbell
More from the Authors
  • KKR at CHI Overhead Doors (C) By: Ethan Rouen and Dennis Campbell
  • KKR at CHI Overhead Doors (B) By: Ethan Rouen and Dennis Campbell
  • KKR at CHI Overhead Doors (A) By: Ethan Rouen and Dennis Campbell
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College