Abstract
This case study shows how the Plaza Athénée Paris, a French luxury hotel of the Dorchester Group, 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.