The Four Seasons Hotel

What Makes This Business so Great?

Alexis Tania Maria

Tierra

What They Do Right Treat every customer as a special guest Believe in- “A personal, down-to-earth hotel.

Adopted four strategic decisions: the pillars of its business platform.

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Their Values-Four Strategic Goals Quality- -Small, central, and well-appointed, with friendly, personalized 24-hour service

-Four Season’s Focus: being the best in each location, with medium-sized hotels of exceptional quality. Service- -True luxury is defined not by architecture or décor, but by service.

Their Values-Four Strategic Goals Culture- -Shared values are essential to the service culture -Founded a formal credo based on the Golden Rule:

We treat others-all others: customers, employees, partners, suppliers-as one would wish to be treated.

The Brand itself- -To grow as a management company and build a brand name synonymous with quality.

Examples of Employee Treatment Strive to bring out the best in -use their own judgment to create experiences for our guests that are truly exceptional. Trust-The foundation of the relationship

between their management team and employees. Multiple interviews done

-to find out what motivates people - Job skills can be taught later.

Their Social Responsibilities Supporting Sustainability- Planted 10 million trees: -to involve employees and guests in the common goal of preserving and protecting the planet.

Their Social Responsibilities

Building a Community- Have relationship-building meetings and events: -Growing Together: Voluntourism in Costa Rica Four Seasons Resort Costa Rica at Peninsula Papagayo on a mission to provide textbooks for every student in its community.

Their Social Responsibilities Advancing Cancer Research- The Marathon of Hope: -Goes around the world When staff aren’t tending to guests, they’re busy raising money for the Christus Stehlin Foundation, an organisation dedicated to improving cancer treatments for patients.

Their Background The first Four Seasons hotel opened in 1961 in Toronto, Canada

Isadore SharpFounder and Chairman

Isadore Sharp is its founder and chairman

Where their Conscience Came From? The Golden Rule: Treat all people as you would wish to be treated

Leadership in Social Responsibility?

Started with the Founder

Continued with the other managers

Branched out to the Employees and then to the Customers

Kathleen TaylorPresident and Chief Executive Officer

Jim FitzGibbonPresidentWorldwide Hotel Operations

Nick MuttonExecutive Vice President Human Resources and Administration

Scott WorochExecutive Vice President Worldwide Development

John DavisonChief Financial Officer and Executive Vice President Residential

Antoine CorinthiosPresidentEurope/Middle East/Africa

Susan HelstabExecutive Vice President Marketing

How did They do That? Adopting the four strategic decisions

which became their platform for how they did business.

Meetings and Events Fundraisers Treating their employees well and

through personal examples

What is their Rationale for Employee-Friendly Endeavors? If you treat the employees well they will

make life for the customers extraordinary

The Company’s Purpose or Mission Rather than being all things to all

people, Four Seasons would focus on one thing: being the best in each location, with medium-sized hotels of exceptional quality. True luxury is defined not by architecture

or décor, but by service.

The Company’s Purpose or MissionShared values are essential to the

service cultureTo grow as a management company and

build a brand name synonymous with quality.

Who Leads this Company towards excellence? The Founder/Chairman

Isadore SharpFounder and Chairman

Kathleen TaylorPresident and Chief Executive Officer

Jim FitzGibbonPresidentWorldwide Hotel Operations

Nick MuttonExecutive Vice President Human Resources and Administration

Scott WorochExecutive Vice President Worldwide Development

John DavisonChief Financial Officer and Executive Vice President Residential

Antoine CorinthiosPresidentEurope/Middle East/Africa

Susan HelstabExecutive Vice President Marketing

The Co-Leaders

Do they Clearly Describe their Values?

Yes!

Do those Values drive the Company and Carry over to their Employees?

Yes!

Is The Company Profitable? 38,000 employees

Yes!

80 locations 35 countries worldwide

And the list goes on!

Bill Gates  Prince Al-Waleed bin Talal of Saudi

Arabia  $3.8 billion. 95 percent Sharp owns the rest. In August

2010, Kathleen Taylor was appointed CEO of the company.

Brand name

Can you be a Caring Organization and Still be Profitable?

Yes!

“The secret for our success is not secret. It comes down to one principle that transcends time and geography, religion and culture. It’s the Golden Rule-the simple idea that if you treat people well, the way you would like to be treated, they will do the same.”Isadore

SharpFounder and Chairman

Our Sources: (1997-2011). Four Seasons Hotels

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