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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.
Respond to the case questions
1.The case provides a detailed description of Oberoi’s operation and begins with the management of a guest complaint. How do you recommend Vikram respond? What is the primary driver of your recommendation?
2. What is your assessment of eMpower, Oberoi’s HR initiative, and how the incentives work to create a front line who are empathetic and attentive? Would you expect it to work well in this context over time?
3. Growth Plans: What advice do you have regarding Oberoi Hotel’s growth plans?
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