Introduction

The company rejected growth strategy followed by many other hotel chains:
a. Aquiring of other group or chains of hotels,
b. Diversifying into related fields.
History of Isadore Sharp

1952, graduated in architecture,

1952-60, construction business with father Max Sharp,
1960, founded four seasons hotel.

STRUCTURE AND COMPETITIVE POSITIONING

STRUCTURE
Owned by major local estate investor or developer
Management fees was charged
Receive marketing and advertising fees
COMPETITON
Top luxury hotels around the world
The RITZ Carlton Hotel chain owned by Mariott
Others include
Starwood high and luxury hotels, part of very small chain such as St. Regis
PRICING
Location of the property
Room type
Time of the year

Restaurant pricing
Negotiated rates for corporate customers
Less conference business than Ritz Carlton
GUESTS
KIND OF GUESTS
Average 40 year old
Well educated
Engaged in career
Rich and full life
SERVICES
24 hour business services
Overnight laundry
Twice daily housekeeping services
Messages are always delivered
Learnt guests names
PROPERTY LOCATION AND SELECTION
US $1 million per room to build and took 5 years to complete
Long term strength of the local economy
Desirable area
Expensive and safe part of the city
Adjacent to business and shopping
Access to suitable golf, tennis etc.
DESIGN
Distinguish four seasons Door hinges
Electrical outlets
Example All woolen blankets
Linens with highest thread counts
Comfortable mattresses
FEEDBACK

After the construction was completed the role of the design and purchasing
department changed.
A few months after opening the members of the four seasons design team
requested feedback from the managers and staff at the new hotel.
Employee selection
Reasons to do it
-

job stability
Progression
Personal qualities

What they identified

-

Appropriate eye contact, mutual respect

Posture and grooming
Appropriate choise of words
Experience and attitude about interactions with customers and
managers in prior jobs

Employee training
Teaching to deliver services and help them grasp the organizational culture
Training translated into 16 languages
Career planning
Quarterly meetings to review performance generic management skills and
functional skills, accordingly guide
INCENTIVES AND RECOGNITION
ABILITY TO MOVE UP
KINDS OF CONTRIBUTION
SOURCE OF INCENTIVE COMPENSATION FOR EMPLOYEES
OUTSTANDING SERVICE AWARD
CORPORATE AND LOCAL CONTROL
Several managers at corporate stated that,
What really matters happens at the properties.

CULTURAL DIFFERENCES

For example,
a group of business people having breakfast in New York expect their bill right after
theyre done eating.
But in Hong Kong,itis considered the height of rudeness to bring the bill before its
requested.

The next step is to designed to customize the web experience for

the viewer.
In addition, depending on the nature of the event the viewer was
planning, the web site would present information in a particular
order.
Finally, the site is designed to track viewers interests.

Web-site

Find a hotel or resort.

Special Offers.
Accommodations.
Spa.
Leisure activities.
Weddings.
Meeting planning.
Celebrations and events.
Visit our new Living.
Delight someone with a Four Seasons gift card.

Conclusion

Employee Satisfaction Is As Important As Guest Satisfaction

Status Recognition Is Dual Quoted By Quality Service & Employee Satisfaction
How Work Culture Have Contributed to Its Business Success & Making It a
Great place to work.