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.

$1.$ The case provides a detailed description of a luxury service provider 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?

$3.$ What advice do you have regarding Oberoi$$s growth plans?