Business Case Studies & Business Publications

The Manor

Horniman, Alexande...

Case

The Manor

Horniman, Alexander B.; Landel, Robert D.; Lotze, Christine; Gasiewski, John

OM-0751 | Published September 22, 1993 Case

Collection: Darden School of Business

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The Manor, the 9th-largest revenue-earning restaurant in the United States, is a finely tuned, family-run business in which every member of the staff, although not related by blood, is a member of the Manor "family." The restaurant is owned by the Knowles family, with Harry Knowles, the patriarchal overseer and his two sons in charge of the day-to-day operations. The case focuses on what is involved in the quintessential dining experience and what is required to provide this experience. Two video supplements are available to enhance student learning: "The Manor Restaurant: A Visit to The Manor," and "The Manor Restaurant: A Discussion of Service Leadership." This case and related materials can be used as part of a continuous improvement teaching module. A teaching note (OM-0751TN) is available to registered faculty.