53 Properties, 24 Countries, 1 Philosophy
Four Seasons is the world’s leading operator of luxury hotels and resorts. They are well known not only in the U.S. but they are a huge international hit. They have been successful over the last thirty years because of their strengths of diversity and originality. Four Seasons does not want to be a globalization of markets like McDonald’s, where everyone is the same. They are not a “cookie-cutter company.” This is a great tactic to have because then you would not be such a high class hotel and resort. Also, when you go international you have to be in touch with all of the cultural changes which can make or break your business. They have done an exceptional job of adapting to the different cultures. When you walk into a four seasons hotel “it does not scream four seasons at you.”
Another reason why they are so successful is because the top management have been around for over 25 years. This means that they are extremely familiar with to the company and how everything works and they can easily train the new employees. Once trained then they become part of the family. “Both corporate and field managers often referred to the firm as a family, complete with rules, traditions, and tough love.” I believe this is a one of the main reasons why they are so successful. If your employees are happy to wake up and come to work in the morning knowing everyone is basically a family member makes them work a lot harder because you do not want to let down a family member. The workers made the guest feel so comfortable and at home that the guest wanted to buy the linens to remind them of the stay.
The seven four seasons “service culture standards” rules make the guest always feel welcome in the hotel and make them always want to come back and tell people how well of a stay they had. The last and I think the most important reason why the four season have been successful for the past four years...