Four Seasons Case Study

A unique opportunity was given to the Four Seasons Hotel and Resorts when the F.S. George V was in need of a new management team. The F.S. George V (George V) was one of only 6 palatial and historical hotels in Paris, France. Although they have operated many international resorts, the management team of the Four Season knew that the George V would present challenges unlike others they have encountered. To face these challenges, they encouraged Didier Le Calvez to return to France after 25 years and become the general manager. However hesitant, Le Calvez understood the ‘French way’ and set out in a pragmatic fashion to lead the George V through the revolutionary change that was to occur. Le Calvez had a good idea of what his adaptive challenges would be from his French background and his experience with the Four Seasons. Historically the French has strong labor unions, Le Calvez decided that in order to create the ‘Four Season Environment’ he told the unions that they needed to work together. This showed commitment to the unions that the Four Seasons wanted to create a good environment. Also, Le Calvez faced the challenge of transforming the staff to the Four Season culture. He brought in Task Forces to help with this process. He also hired 40 individuals with North American or International experience to help ‘de-demonize’ the United States. He encouraged the use of first names over the traditional ‘Madame’ or ‘Monsieur’. He also went against the French tradition by instituting the ‘Golden Rule’ and putting the guest first. Le Calvez was disciplined in his approach in hiring the right people. He was looking for ‘people’ people. The candidate goes through four interviews and the last one being with Le Calvez. The purpose is to see the adaptability of the candidate. He also had to deal with the French’s 35 hour work week. Because of the high customer service standard required by Four Seasons and the 35 hour work week requirement, George V has a