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    Aman Resorts (Abridged)

    Soltes, Eugene ; Sesia, Aldo

    • Reference: HBS-112100-E

    • Year: 2010

    • Number of pages: 10

    • Geographic Setting: Singapore

    • Publication Date: Jun 7, 2012

    • Source: HBSP (USA)

    • Type of Document: Case

    • Industry Setting: Accommodation & food services

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    Description

    To maximize their effectiveness, color cases should be printed in color. Aman Resorts (Abridged) describes the operating model and philosophy of this high-end set of global properties. Aman relies on employees taking considerable initiative to deliver the highest quality personalized service in the hospitality industry. The case also highlights Aman's strategy and operations which differ in many ways from industry standards. Aman Resorts (Abridged) is a slightly shorter version of Aman Resorts, HBS No. 111-012.

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    Keywords

    Customer service Employees Focusing on customers Incentives International business Management Models Performance appraisals Performance management Relationships Service strategy Strategy