The Manor, Etc

23 Pages Posted: 30 May 2017

See all articles by Alexander Horniman

Alexander Horniman

University of Virginia - Darden School of Business

Beth Trzcinski

University of Virginia - Darden School of Business

Carmen Moor

University of Virginia - Darden School of Business

Abstract

This case illustrates the elements, components, systems, and processing necessary to provide an excellent service experience--sustained over decades. The case illustrates leadership, innovation, employee empowerment, and all the necessary pieces to create a sustainable service package.

Excerpt

UVA-OM-0896

Rev. Nov. 8, 2013

THE MANOR, ETC.

Harry Knowles smiled and waved goodbye to the gardener as he pulled out of the Pleasantdale Ch®teau. Though late for a lunch meeting at The Manor, Harry couldn't help but stop and compliment the gardener on a job well done. He wanted his people to know he noticed their work down to the smallest detail, and he believed that taking the time to let them know he appreciated them was what made his organization successful.

Harry thought about the meeting ahead to discuss plans for a new hotel on The Manor's property. For the first time in his 40-plus-year career he would have a partner: the Marriott Corporation. Would the culture of excellent service and sense of family be maintained despite bringing in an outsider? Would the people from Marriott understand when he explained why he was running late?

The Manor

. . .

Keywords: service excellence, service components, service leadership, service elements, service basics and innovation

Suggested Citation

Horniman, Alexander and Trzcinski, Beth and Moor, Carmen, The Manor, Etc. Darden Case No. UVA-OM-0896, Available at SSRN: https://ssrn.com/abstract=2974866

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

Beth Trzcinski

University of Virginia - Darden School of Business

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

Carmen Moor

University of Virginia - Darden School of Business

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

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