Four Seasons Goes to Paris Essay

2668 Words Mar 9th, 2012 11 Pages
A. What has made Four Seasons successful over the last 30 years?
A number of main factors have contributed to the success of Four Seasons over the last 30 years. To begin with, Four Seasons has had an exceptional management team and structure that has had the ability to deliver and maintain its highest and most consistent service standards at each property in a cost-effective manner. These top managers were all world citizen, which means that they are able to act as the local citizens in any country around the world; for example, Italian in Italy, French in France. They were very professional, not pretentious, detail oriented, interested in people, and compassionate. Also, excuses were not tolerated, and customer service would be provided
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Although corporate cultures and human resource strategies have also contributed to the success over, it will be further elaborated in question b and c. To conclude, according to Cornell University’s academic research on Four Seasons, their success depends on choosing employees who provide service that is genuine and innovative, on developing standards that are meaningful and flexible, and on maintaining a unique culture that makes delivery of both possible.
B. Does corporate culture play a role in Four Season’s success? If so, how and why?
Skilfully applying human resource strategy is one of the most important corporate cultures of Four Seasons. Human resource strategy is designed to develop the skills, attitudes and behaviors among staff that will help the organization meet its goals. Human resource strategy consists of principles for managing the workforce through HR policies and practices. Human resource strategies at Four Seasons started and ended with “The Golden Rule”, which stipulated that one should treat others as one would wish to be treated. According to Isadore Sharp, The Golden Rule is the success of the firm. Kathleen Taylor, COO of Four Seasons Hotels and Resorts, also says, “Our founder had a theory that you couldn’t have a guest focus in a luxury hotel business without an employee focus. The emphasis on treating others well has inspired a higher level of guest

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