Oberoi Hotels: Train Whistle in the Tiger Reserve, Teaching Note

Description

Teaching note for case 615043. Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight customers whose expectations grow with every interaction. To explore this question, the case details the design elements of Oberoi's complex service operation, including its approaches to employee management and continuous improvement, as well as the dynamics of service competition in a rapidly growing market.

Keywords

Accommodation Competition Customer relationship management Customer satisfaction Employee empowerment Employee engagement Employee training Employees Hiring & employment Operations and processes Quality management Service management Service quality