1. To Four Seasons, what does ‘delivering consistently exceptional service’ mean? Example answer (you do not need to answer this question). 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.
2. Describe the elements of the general manager target bonus plan.
Since management compensation was partly based on the property’s performance, each general manager had a target bonus of 30% of their base compensation. The breakdown of the bonus is 25% based on employee attitudes, 25% based on quality service, and 50% on straight profit.
3. Discuss the concept of customer service extending to all levels in the organization—especially how it related to managers.
The goal of Four Seasons is to have customer service that extends to all levels of the hotel. This means that quality service will be shown all over the hotel from laundry service to management. For managers, this means performing any tasks that needs to be done. An example of this could be a manager helping out clearing tables in a restraurant rather than just observing.
4. Discuss top management team longevity at Four Seasons.
The Four Seasons …show more content…
The first standard is to always greet guests with a smile. The second standard is for employees to make eye contact with all guests. The third standard is that staff will promote recognition through calling the guests by their name. The fourth standard states that all staff must speak in an attentive, clear, and courteous voice. The fifth standard follows that all employees should be well informed about the hotel and help out guests with simple requests when possible. The sixth service standard states that staff should always appear clean, well groomed, and well fitted. The seventh and final standard asserts that everyone and everywhere 24/7 must show care for the
2. Describe the elements of the general manager target bonus plan.
Since management compensation was partly based on the property’s performance, each general manager had a target bonus of 30% of their base compensation. The breakdown of the bonus is 25% based on employee attitudes, 25% based on quality service, and 50% on straight profit.
3. Discuss the concept of customer service extending to all levels in the organization—especially how it related to managers.
The goal of Four Seasons is to have customer service that extends to all levels of the hotel. This means that quality service will be shown all over the hotel from laundry service to management. For managers, this means performing any tasks that needs to be done. An example of this could be a manager helping out clearing tables in a restraurant rather than just observing.
4. Discuss top management team longevity at Four Seasons.
The Four Seasons …show more content…
The first standard is to always greet guests with a smile. The second standard is for employees to make eye contact with all guests. The third standard is that staff will promote recognition through calling the guests by their name. The fourth standard states that all staff must speak in an attentive, clear, and courteous voice. The fifth standard follows that all employees should be well informed about the hotel and help out guests with simple requests when possible. The sixth service standard states that staff should always appear clean, well groomed, and well fitted. The seventh and final standard asserts that everyone and everywhere 24/7 must show care for the