Four Seasons Hotels Inc.'s HR Practices: Fostering a Strong Customer Service Culture
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Case Details:
Case Code : HROB116
Case Length : 19 pages
Period : 1998-2008
Pub Date : 2009
Teaching Note :Not Available
Organization : Four Seasons Hotels Inc.
Industry : Hospitality
Countries : Global
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Eleven Years among the Elite Contd...
On finding a place among the top companies, Nick Mutton,
executive vice-president, human resources, Four Seasons, said, "Hospitality is
one of the most people-intensive businesses. In our business, people are the
product like in no other industry. We are very fortunate to have and retain such
committed, talented individuals and we thank them for this honor."7
Founded in 1960, Four Seasons is one of the world's leading operators of luxury
hotels and resorts. As of 2008, the chain managed 82 properties in 34 countries
with about 33,185 employees.8
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These properties were operated primarily under the Four
Seasons and Regent brands in North America, Europe, Asia, the Middle East,
Australia, the Caribbean, and South America. Four Seasons served the needs of
both business and leisure travelers and was widely commended for the high
standards of service provided by its hotels and resorts.
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It owned properties and also managed properties owned
by others. About half of its earnings came from the properties it
managed while the other half was from properties that it owned. For the
year ended December 31, 2006, Four Seasons' revenue was US$2,981
million.9
Four Seasons' culture was personified by its employees who shared the
common goal of offering exceptional service to their customers.
According to analysts, from the time it opened its first hotel, Four
Seasons' work culture was based on trust and mutual respect and the
company allowed employees to flourish and succeed... |
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