The authors would like to sincerely thank Swiss Hospitality Applied Research Centre (SHARE) for its support in this endeavour. They wish to thank Sonia Tatar, CEO of Les Roches International School of Hotel Management, and Jeremy Hutchinson, Director of Academic Affairs, for their enthusiasm and for facilitating this study. In addition, many sincere thanks to the management and staff at the Mandarin Oriental Bangkok for their participation and kind assistance.Disclaimer. This case is written solely for educational purposes and is not intended to represent successful or unsuccessful managerial decision making. The author/s may have disguised names; financial and other recognizable information to protect confidentiality.