This case study shows how the Plaza Athénée Paris, a French luxury hotel of the Dorchester Collection, has emerged over the years as a reference in service innovation. Via the case, you will discover the successful innovation process used and the secrets of this success: strong management leadership, a shared corporate culture, an adapted organisational structure, and a family of highly-motivated employees. The key challenge for the hotel remains the maintenance of its leadership in terms of service innovation for the years to come without compromising its identity.
Overview of the case
History of the Dorchester Collection
Corporate values and the spirit of the Plaza Athénée
Role of innovation at the hotel
Creativity workshops ("Ateliers de Créativité")
Development Committee ("Cellule de Développement")
Service innovation as an added-value and differentiation strategy