13 Pages Posted: 21 Oct 2008
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.
A living classroom for those who want to see what ambience is truly all about. . . .
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
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