Summary Of Four Seasons

Four Seasons Hotels is one of the most successful and well known hotel chains in the world due mainly to its emphasis on great customer service. When Isadore Sharp opened his first motel in 1961, he made his business stand out from others because of his service oriented philosophy he instilled upon his employees and operation. At this time, customer service was not as big and well-known as it is today so Sharp was able to become very successful with this strategy. Sharp was also a great leader which allowed him to place this importance among his employees and train them to be great at it. He trained his employees through five qualities; recognize you must adjust, provide a message, strong personal value, listen as well as you speak, and desired …show more content…
They care about the way that they are treated, realizing that they are the key to their success and without them, there would be no business. I think that this is really special given that its a luxurious hotel making billions of dollars and they still care about their employees as much as they do. Most successful businesses do not care about the people that work for them as long as they are making money, Four Seasons is just the opposite. Managers continue to express to their employees how important they are to the overall business. I think that this is a great motivation factor that keeps employees going and creates success for the business. As stated in the book, a manager of a Four Seasons Hotel went and talked to every single employee, even the ones working in the back with the lowest jobs, expressing his gratitude to each and every one of them. That is one thing that really caught my eye and that I feel like does not happen in any other hotels. Also, as stated in the book, they have their employees read about a business procedure in which top management is planning and had each employee give their opinion about the issue. This shows that they also have a great deal of trust in their employees, which by the way they call 'self-managers ', not employees. I feel that in the hospitality is is crucial to have a good relationship with your employees. Customer service is the most …show more content…
I will remember how Four Seasons became successful by always putting the guests first. When I am working I will always come in with the right attitude and a smile on my face to make sure that the customer feels comfortable and is enjoying their stay. I will always be thinking about what I could do for the customer. Hopefully when I am a manager one day I will train my employees with these values to make my business run the way that Four Seasons does. Many hotels are very similar, making it hard for someone to choose where they want to stay at. Having the best customer service is what will put you over the top and will make someone pick your hotel over