To: Gary Loveman
From: Marilyn Winn
Subject: Incentive Plan
It has come to my attention that our current incentive plan
here at Harrahs Entertainment, Inc. could benefit from some
restructuring. Our present gain sharing model was
Case Study: Hilton HHonors
1. Can you identify the return-on-investment of HHonors program to Hilton
in terms of costs/benefits?
The HHonors program offers Hilton Hotels and Hilton International the
benefits of loyal, repeat customers. For customers, memb
Case Study: The Inn at Little Washington
1. Considering all the concepts covered this semester, what are the
factors that have driven the success of the Inn/Restaurant?
The Inn at Little Washington achieved great success due to a wide variety of
Case Study: Playa Dorada Tennis Expansion Strategy
1. What is the main dilemma facing Douglas Hall?
Douglas Hall, the tennis director of the Playa Dorada Tennis Club, was faced
with the predicament that came with increasing seasonal demand, capacity. In
Case Study: Cirque Du Soleil
What is Cirques product and its strategy?
Cirque Du Soleil combines street performers, clowns, acrobats, and gymnasts to
create artistic works as their so-called product. Like any service, the experience of
Cirque is intang
Chapter 1: The Basics of Wow! The Guest Knows Best
1. Internal customers are customers who are patronizing the business.
TOP: Serving Internal Customers
2. The tangible part of a service experience is called the service package.
Yo y dos amigos van a Panam! Estamos muy emocionados. Hay mucho que hacer
antes del viaje.
Primero, debemos obtener pasaportes. Despus, compramos nuestros boletos de avin.
compramos billetes de ida y vuelta . Vamos a ir durante
Living Case Study 2
The restaurant we chose to evaluate was Bubba Gump Shrimp Company located at 99 S
Market St., Downtown. We chose this restaurant because we believed it would be a great
example for something with
elBulli Case Study
Madilyn Bell, Lauren Adams, and Tabatha Cline
1. Which aspects of customer satisfaction (Oaks Reading) is incorporated in elBulli?
a. At elBulli, customer satisfaction is achieved just by the simple idea that the guests
do not know what
Living Case Study #1:
Strolling down the historic streets of downtown Charleston, you are more than
likely to encounter several noteworthy restaurant establishments. From the savory dishes
at Magnolias to the creative cuisine at Slightly North of B
o Smell, sound, sight, taste, touch
Provide the setting the guest expects
o Environment helps make the intangible tangible
o Environment has major impact on guest experience
o Includes physical environment, design, theme, othe
Travis Galloway and Brian Browne
Servicescape is very important in the hospitality industry whether it be in a restaurant,
mall, amusement park, or even a hotel. This term can be broadly defined as the way service
environments are designed
Living Case Study #1
Innovation and Competitiveness
Stars Rooftop & Grill Room
Brian Browne, Travis Galloway, Drake Henke
HTMT 352 Service Operations Management
26 January 201
Stars Rooftop & Grill Room is changing the game in the restaurant an
Drawing from the Oaks Reading on Innovation and Competitiveness, what
strategy did Netflix use initially in competing with Blockbuster? How did it evolved
over time? In hindsight, what could Blockbuster have done to defend itself against
Netflix Case Study
1.) From the Oaks reading, what strategy did Netflix initially use in competing with
Blockbuster? Their strategy involved innovation and drive to continue improving
their company. They used disruptive innovatio
LIVING CASE STUDY #2
Located on the lively upper King Street, The
Rarebit brings a retro flare to what mainly
consists of bar restaurants. This 60s-themed
diner successfully arranged its physical design in
order to influence approach behaviors
WHAT IS CHEFME?
Chefme offers a new sector to the food and
beverage/catering industry. Currently, when you hire a
catering company to work an event, the meals are prepared
and cooked then brought to the event. However with
Chefme, you are hiring th