Four Seasons Hotels Inc.'s HR Practices: Fostering a Strong Customer Service Culture

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"We decided many years ago that our distinguishing edge would be exceptional service. As the standard bearers of that service, our employees are treated with the same care and thoughtfulness as our guests. It is gratifying to see that our employees continue to recognize our dedication to stay true to that commitment."¹

- Isadore Sharp, Chairman and CEO, Four Seasons Hotels Inc., in 2002.

"The check in was extremely smooth, the staff is all very courteous and attentive. They try not to make you wait ever, they open doors, always say good morning. Attentive without being invasive."²

- A guest who stayed at Four Seasons Hotel, Los Angeles in 2008.

"High standards and great management make this hotel chain a dream to work for."³

- A Former Employee, Four Seasons, in 2008.

Eleven Years among the Elite In January 2008, Four Seasons Hotels Inc. (Four Seasons), the luxury hotel chain and resorts based in Toronto4, Canada, featured at the #88 spot on the annual list of Fortune Magazine's5 '100 Best Companies to Work For' in the USA6. Four Seasons had the unique distinction of being one of the 14 companies that had featured on this list for eleven consecutive years, ever since in fact, Fortune Magazine had begun publishing it in 1998. (Refer to Exhibit I for Four Seasons' rankings from 1998 to 2008).

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1] "Four Seasons Hotels Makes Fortune's 100 Best Companies to Work For in America," www.breakingtravelnews.com, February 14, 2002.
2] "Four Seasons Hotel Los Angeles at Beverly Hills: Traveler Reviews," www.tripadvisor.com, July 25, 2008.
3] "Four Seasons Hotels Reviews," www.glassdoor.com, June 11, 2008.
4] Toronto is the financial capital of Canada and one of its largest cities.
5] Fortune Magazine is a bi-weekly global business magazine published by Time Inc. The magazine regularly publishes researched and ranked lists such as the "Fortune 500," which ranks the world's companies by gross revenue, and the "Best Companies to Work For," both of which have become industry benchmarks.
6] The '100 Best Companies to Work For' list is compiled for Fortune by Robert Levering and Milton Moskowitz of the Great Place to Work Institute in San Francisco. Companies are selected on the basis of their employees' responses to the Great Place to Work survey.

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