The Inn at Little Washington

Abstract

Who could have imagined that a gas station turned restaurant in the middle of a tiny town known only for its namesake could become the highest-rated dinner experience in the nation? But that's exactly the position the Inn at Little Washington was in when Andrew Welch was hired in late 2002 to take on the on the job of overseeing the entire operation of the Inn. Students learn about the operation of the Inn in detail right down to the dinner menu as Welch faces some challenging questions: Could the Inn continue to justify its high prices? What is the secret to its longevity and could it continue to have a full house every night without advertising? And finally, could he continue to operate the Inn in the same manner without a plan in place to compete with the new restaurant scene in Washington, DC. Students should develop their hypothesis of the underlying elements that have created and are sustaining a high-performance service business.

Excerpt

UVA-OM-1320

THE INN AT LITTLE WASHINGTON

We want to offer our guests a refuge from reality.

–Chef/proprietor Patrick O'Connell

Students of business study the Inn as an unlikely business model and try to analyze what makes it work seemingly against all odds.

–Inn Press Kit

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Keywords: service excellence, hospitality, service operations