The Manor

13 Pages Posted: 21 Oct 2008

See all articles by Christine Lotze

Christine Lotze

affiliation not provided to SSRN

John Gasiewski

affiliation not provided to SSRN

Alexander Horniman

University of Virginia - Darden School of Business

Robert Landel

University of Virginia - Darden School of Business

Henry E. McWane

affiliation not provided to SSRN

Abstract

The Manor, the 9th-largest revenue-earning restaurant in the United States, is a finely tuned, family-run business in which every member of the staff, although not related by blood, is a member of the Manor "family." The restaurant is owned by the Knowles family, with Harry Knowles, the patriarchal overseer and his two sons in charge of the day-to-day operations. The case focuses on what is involved in the quintessential dining experience and what is required to provide this experience. Two video supplements are available to enhance student learning: "The Manor Restaurant: A Visit to The Manor," and "The Manor Restaurant: A Discussion of Service Leadership." This case and related materials can be used as part of a continuous improvement teaching module. A teaching note (OM-0751TN) is available to registered faculty.

Excerpt

UVA-OM-0751

THE MANOR

A living classroom for those who want to see what ambience is truly all about. . . .

—Gastronome

A stage upon which the culinary arts are performed. . . .

—John Davis, Davis Brothers

. . .

Keywords: entrepreneurship, family business, human resources, service management, services innovation, leadership, management communication, managerial style, nontraditional business, diversity case, small business

Suggested Citation

Lotze, Christine and Gasiewski, John and Horniman, Alexander and Landel, Robert and McWane, Henry E., The Manor. Darden Case No. UVA-OM-0751, Available at SSRN: https://ssrn.com/abstract=1282461

Christine Lotze

affiliation not provided to SSRN

No Address Available

John Gasiewski

affiliation not provided to SSRN

No Address Available

Alexander Horniman (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/html/direc_detail.aspx?styleid=2&id=4329

Robert Landel

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/faculty/landel.htm

Henry E. McWane

affiliation not provided to SSRN

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