Essay on Four Seasons Goes to Paris

10206 Words Sep 4th, 2010 41 Pages
9-803-069
REV: JANUARY 8, 2003

ROGER HALLOWELL DAVID BOWEN CARIN-ISABEL KNOOP

Four Seasons Goes to Paris: “53 Properties, 24 Countries, 1 Philosophy”
Europe is different from North America, and Paris is very different. I did not say difficult. I said different. — A senior Four Seasons manager In 2002, Four Seasons Hotels and Resorts was arguably the world’s leading operator of luxury hotels, managing 53 properties in 24 countries and delivering what observers called “consistently exceptional service.” For Four Seasons, that meant providing high-quality, truly personalized service to enable guests to maximize the value of their time, however the guest defined doing so. In 1999, Four Seasons opened the Four Seasons Hotel George V
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The trick is to take it a couple of notches up, or sideways, to adapt to the market you are in. Our standards are universal, for example, getting your message on time, clean room, good breakfast; being cared for by an engaging, anticipating, and responding staff; being able to treat yourself to an exciting and innovative meal—these are global. This is the fundamental value. What changes is that people do it with their own style, grace, and personality; in some cultures you add the strong local temperament. For example,

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Four Seasons Goes to Paris: "53 Properties, 24 Countries, 1 Philosophy"

803-069

an Italian concierge has his own style and flair. In Turkey or Egypt you experience different hospitality. As a result, “each hotel is tailor made” and adapted to its national environment, noted David Crowl, vice president sales and marketing, Europe, Middle East, and Africa: Sharp once told me that one of our key strengths is diversity. McDonald’s is the same all over. We do not want to be that way. We are not a cookie-cutter company. We try to make each property represent its location. In the rooms, we have 40 to 50 square meters to create a cultural destination without being offensive. When you wake up in our Istanbul hotel, you know that you are in Turkey. People know that they will get 24-hour room service, a custommade mattress, and a marble bathroom, but they also know that they are going to be

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