Aman Resorts Case Analysis
Concerns Fundamental Management Issue
you see related to the topic
What are the • Aman Resorts have a unique
pertinent facts in philosophy of Peace, Uniqueness
the case? and Family
• The Management was successful
in providing the personalized
service to the customers
• Most of the staff were from
nearby villages and were very
simple, which helped them to
upkeep the values of the
organization
• Each Quarter employees have a
meeting with their supervisors to
discuss job performance.
• Several times the employees
have gone over and beyond what
is expected out of them, which
creates a need for creating a
better incentive and
compensation plan.
What is/are the
primary problem Designing an incentive and
(s) and the cause Compensation plan for Aman
(s)? employees.
Few Customers were not satisfied
with the services provided when
compared with the price charged by
the Resort.
Evidence from the case and class Recommended Solution to the
notes/readings to support your issue
diagnosis
• Each employee interacted with the
guests as individuals rather than
corporate entities. This helped in
building more intimate interaction
between the guests and employees.
• Employees were encouraged to
think about the guest experience
holistically and offer their assistance
in any manner that would enhance
the quality of the guest experience
• Employee performance was marked
based on various attributes.
Employees that interacted with
guests some additional criteria were
marked. The Scores were summed
and ranked.
• A driver ended up assisting a guest
(in shopping) for about 9 hours
when the ride from Airport ton Hotel
was only 1 hour long.
Every Quarter, each employee met with
their supervisor to discuss their job
performance. Both the supervisor and
the employee have to fill a written
review scoring numerous attributes of
the employee’s performance. The
attributes included quality of work,
communication, supervisory skills,
attitude, self-management, and
maintenance of staff and guest areas.
What are the Employees can be given special
alternatives for recognition and awards based on
action? their performance. Employees
with Rank “A” could be given an
incentive every month, which
would help them stay motivated
and increase honesty in their
work.
What readings or Reading: The Ordinary Heroes of the
other research Taj, HBR Article in Case Material
helped you come Few Youtube Videos from AMAN
to conclusions on Resorts YT Page
the topics?