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All HBS Web
(336)
- Faculty Publications (133)
- September 2002 (Revised May 2008)
- Case
The Arts Property and Hotel
By: Arthur I Segel and Ani M Vartanian
Julio Martinez finds himself as one of the owners of the Arts Hotel Project in Barcelona, Spain. The 455-room hotel is managed by the Ritz Carlton and is in a 44-story tower along Barcelona's beachfront. Julio needs to figure out a strategy to maximize his investment,...
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Keywords:
Investment;
Agreements and Arrangements;
Property;
Strategy;
Accommodations Industry;
Accommodations Industry;
Barcelona
Segel, Arthur I., and Ani M Vartanian. "The Arts Property and Hotel." Harvard Business School Case 803-009, September 2002. (Revised May 2008.)
- September 2002 (Revised October 2002)
- Case
Orient-Express Hotels
By: Frances X. Frei and Corey B. Hajim
Describes how a hotel and leisure company provides high-end service through its distinctive hotels and trains. Provides an opportunity to learn about the company's unusual quality practices and puts into doubt the unquestioned use of well-known practices, such as...
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Keywords:
Service Operations;
Quality;
Management;
Opportunities;
Practice;
Programs;
Motivation and Incentives;
Brands and Branding;
Service Industry;
Service Industry
Frei, Frances X., and Corey B. Hajim. "Orient-Express Hotels." Harvard Business School Case 603-024, September 2002. (Revised October 2002.)
- September 2002 (Revised January 2013)
- Case
Siebel Systems: Organizing for the Customer
By: Robert Simons and Antonio Davila
Siebel Systems is one of the fastest growing companies in America. Tom Siebel, the company's founder, has organized the business to accommodate growth and focus on the customer. Innovative information technology systems and clear accountability prove to be essential to...
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Keywords:
Organizational Structure;
Applications and Software;
Business Growth and Maturation;
Information Technology;
Performance Evaluation;
Performance Expectations;
Innovation and Management;
Technological Innovation;
Customer Focus and Relationships;
Management Teams;
Information Technology Industry;
North and Central America
Simons, Robert, and Antonio Davila. "Siebel Systems: Organizing for the Customer." Harvard Business School Case 103-014, September 2002. (Revised January 2013.)
- January 2002
- Teaching Note
Ritz-Carlton Hotel Company, The TN
By: Sandra J. Sucher
Teaching Note for (9-601-163).
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- November 2001 (Revised October 2017)
- Case
GuestFirst Hotel (A): Customer Loyalty
By: Frances X. Frei and Dennis Campbell
Provides a hotel context in which to explore the link between customer loyalty and financial performance, using four years of hotel data. Challenges students to find the extent of the relationship between loyalty and performance.
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Keywords:
Motivation and Incentives;
Mathematical Methods;
Finance;
Performance;
Relationships;
Customer Focus and Relationships;
Data and Data Sets;
Accommodations Industry
Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (A): Customer Loyalty." Harvard Business School Case 602-099, November 2001. (Revised October 2017.)
- November 2001 (Revised October 2017)
- Supplement
GuestFirst Hotel (B): Taking Advantage of Panel Data
By: Frances X. Frei and Dennis Campbell
Supplements the (A) case.
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Keywords:
Accommodations Industry
Frei, Frances X., and Dennis Campbell. "GuestFirst Hotel (B): Taking Advantage of Panel Data." Harvard Business School Supplement 602-111, November 2001. (Revised October 2017.)
- October 2001 (Revised November 2001)
- Case
Club Med (C): The "Re-New" Plan
By: Frances X. Frei, Daniel Rethazy and Hanna Rodriguez-Farrar
Supplements the (A) and (B) cases.
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Keywords:
Business Subsidiaries;
Industry Structures;
Competitive Advantage;
Organizational Culture;
Cost;
Customer Satisfaction;
Accommodations Industry;
United States
Frei, Frances X., Daniel Rethazy, and Hanna Rodriguez-Farrar. Club Med (C): The "Re-New" Plan. Harvard Business School Case 602-089, October 2001. (Revised November 2001.)
- March 2001 (Revised September 2005)
- Case
Ritz-Carlton Hotel Company, The
By: Sandra J. Sucher and Stacy McManus
In just seven days, the Ritz-Carlton transforms newly hired employees into "Ladies and Gentlemen Serving Ladies and Gentlemen." The case details a new hotel launch, focusing on the unique blend of leadership, quality processes, and values of self-respect and dignity,...
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Keywords:
Customer Satisfaction;
Innovation and Invention;
Leadership;
Brands and Branding;
Product Launch;
Service Operations;
Performance Improvement;
Problems and Challenges;
Quality;
Status and Position;
Culture;
Value Creation;
Accommodations Industry;
Accommodations Industry
Sucher, Sandra J., and Stacy McManus. "Ritz-Carlton Hotel Company, The." Harvard Business School Case 601-163, March 2001. (Revised September 2005.)
- October 2000 (Revised November 2005)
- Case
Hilton HHonors Worldwide: Loyalty Wars
By: John A. Deighton and Stowe Shoemaker
Hilton Hotels regards the frequent guest program as the industry's most important marketing tool, directing marketing efforts at the heavy user. What is Hilton to do then, when a competitor ups the ante? This case illustrates the economics of frequency marketing in...
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Keywords:
Customer Relationship Management;
Decision Choices and Conditions;
Brands and Branding;
Competitive Strategy;
Accommodations Industry
Deighton, John A., and Stowe Shoemaker. "Hilton HHonors Worldwide: Loyalty Wars." Harvard Business School Case 501-010, October 2000. (Revised November 2005.) (request a courtesy copy.)
- February 2000 (Revised August 2001)
- Case
Astor Park Hotel
By: William J. Poorvu, Arthur I Segel and Matthew C. Lieb
Starwood Hotels, the world's largest REIT, is interested in acquiring an underperforming hotel in the Pacific Northwest. Steve Goldman, Starwood's VP of acquisitions and development, is wondering how much to pay for the property and how to reposition it.
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Keywords:
Entrepreneurship;
Mergers and Acquisitions;
Asset Pricing;
Property;
Investment;
Accommodations Industry;
Northwestern United States
Poorvu, William J., Arthur I Segel, and Matthew C. Lieb. "Astor Park Hotel." Harvard Business School Case 800-194, February 2000. (Revised August 2001.)
- September 1998
- Supplement
Marriott International: Pathways to Independence
Keywords:
Accommodations Industry
Kanter, Rosabeth M. "Marriott International: Pathways to Independence." Harvard Business School Video Supplement 399-503, September 1998.
- January 1998 (Revised December 2001)
- Case
Fitzpatrick Hotel Group (A)
By: Paul A. Gompers and Catherine M. Conneely
Examines the issues raised in the financing of the Fitzpatrick Hotel Group, an Irish hotelier. The perspective of Paddy Fitzpatrick, founder and CEO at Fitzpatrick Group, and Niall Carroll, founder of ACT Venture Capital, are contrasted.
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Keywords:
Financing and Loans;
Venture Capital;
Perspective;
Accommodations Industry;
Republic of Ireland
Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (A)." Harvard Business School Case 298-002, January 1998. (Revised December 2001.)
- January 1998 (Revised May 1999)
- Case
Fitzpatrick Hotel Group (B-2): Paddy Fitzpatrick
By: Paul A. Gompers and Catherine M. Conneely
Supplements the (A) case.
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Keywords:
Venture Capital;
Perspective;
Financing and Loans;
Accommodations Industry;
Republic of Ireland
Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (B-2): Paddy Fitzpatrick." Harvard Business School Case 298-004, January 1998. (Revised May 1999.)
- January 1998 (Revised May 1999)
- Case
Fitzpatrick Hotel Group (B1): Niall Carroll
By: Paul A. Gompers and Catherine M. Conneely
Supplements the (A) case.
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Keywords:
Venture Capital;
Perspective;
Financing and Loans;
Accommodations Industry;
Republic of Ireland
Gompers, Paul A., and Catherine M. Conneely. "Fitzpatrick Hotel Group (B1): Niall Carroll." Harvard Business School Case 298-003, January 1998. (Revised May 1999.)
- November 1995 (Revised July 1997)
- Case
Fairfield Inn (Abridged)
By: James L. Heskett
Keywords:
Accommodations Industry
Heskett, James L. "Fairfield Inn (Abridged)." Harvard Business School Case 396-170, November 1995. (Revised July 1997.)
- August 1995 (Revised January 2007)
- Case
The Schneider Building
By: William J. Poorvu and John H. Vogel Jr.
In May 1995, Jonathan Schneider, the president of the Schneider Co., is faced with several related problems. First, he needs to find a new facility that can accommodate his expanding business. Second, he needs to decide whether to lease or purchase this new facility....
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Poorvu, William J., and John H. Vogel Jr. "The Schneider Building." Harvard Business School Case 396-043, August 1995. (Revised January 2007.)
- April 1995 (Revised June 1996)
- Case
Choice Hotels International, 1995
By: Tarun Khanna and Israel Yellen Ganot
Illustrates the various ways in which Choice Hotels, the franchiser for seven mid-market hotel chains, can realize economies of scope across its multiple products. Also provides an opportunity to discuss the benefits and limitations of various organizational forms...
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Keywords:
Organizational Structure;
Competition;
Franchise Ownership;
Accommodations Industry;
United States
Khanna, Tarun, and Israel Yellen Ganot. "Choice Hotels International, 1995." Harvard Business School Case 795-165, April 1995. (Revised June 1996.)
- December 1993 (Revised April 2006)
- Case
Marriott Corporation (A)
By: Lynn S. Paine and Charles A. Nichols
Marriott Corp.'s chairman and CEO must decide whether to recommend a restructuring of the company to the board of directors. The proposal he is considering would split the Marriott Corp., a premier hotel developer, owner, and manager, into two separate companies by a...
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Keywords:
Business or Company Management;
Restructuring;
Governing and Advisory Boards;
Decision Making;
Ethics;
Management Teams;
Business and Shareholder Relations;
Accommodations Industry
Paine, Lynn S., and Charles A. Nichols. "Marriott Corporation (A)." Harvard Business School Case 394-085, December 1993. (Revised April 2006.)
- September 1992 (Revised January 1993)
- Case
Courtyard by Marriott
By: James L. Heskett and Roger H. Hallowell
Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast.
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Keywords:
Human Resources;
Service Operations;
Brands and Branding;
Management Systems;
Decision Making;
Service Industry;
Service Industry
Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)
- September 1992
- Teaching Note
Fairfield Inn (A) TN
By: James L. Heskett
Teaching Note for (9-689-092).
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Keywords:
Accommodations Industry