Essay about Four Seasons Case Study

3547 Words Dec 1st, 2010 15 Pages
Four Seasons

Four Seasons Hotels and Resorts
Four Seasons is a Canadian-based company that manages an international portfolio of luxury five-star hotels and resorts.
The brand which has become a byword for comfort and service started out with a modest motel in Toronto.
The turning point came 10 years later in 1970, when the group opened its first overseas hotel in London.
The success of this hotel set the future course for the company. It prompted a shift in focus towards medium-sized properties of exceptional quality offering personalised service around the clock.
In the early 1990s, a second shift in focus saw Four Seasons start to move from hotel ownership towards management contracts.
The group has three main
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Despite the hotel's location in a downtown Toronto area known for its prostitutes and indigent population, patrons were attracted to the structure's casual but upscale atmosphere, as well as its innovative inner courtyard surrounding a swimming pool. Soon the employees of the Canadian Broadcast System, located across the street, adopted the hotel as their after work watering hole, signalling the beginning of the hotel's celebrity association.
From the time the Four Seasons opened for business, Sharp created a climate that fostered professionalism and devotion among his employees. He initiated a profit-sharing plan, scheduled two "stress breaks" every day, and paid his front desk clerks twice the average rate, asserting their importance in providing the public with its first impression of the hotel. One of the more notable examples of employee dedication involved Roy Dyment, a bellboy at Four Seasons since 1967. Dyment discovered that a dignitary had left his briefcase behind after checking out, and he felt responsible since he hadn't placed the briefcase in the limousine trunk. When the worried guest phoned from Washington, stating that the material in the briefcase was essential for an upcoming meeting, Dyment purchased a plane ticket at his own expense and delivered the briefcase personally.
Sharp's second venture in the hotel business proved even riskier than his first. Launched in 1963, Toronto's Inn on the Park was built on 17

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