25. FOUR SEASONS: MASTERS OF LUXURY HOTEL SERVICES FOR THE PAST 30 YEARS From the ORIGAMI napkins to the PAINT on the WALLS There is NO ESCAPE from the SERVICE FACTOR!!! It is EVERYWHERE and EVERYTHING!
38. No PREBUNDLED PRODUCT! – Must be FLEXIBLE & EMPATHETIC! E.g. concierge taking guest to hospital and staying overnight
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41. “each hotel is tailor made” adapted to its national environment – David Crowl, VP sales & marketing Europe, Middle East, and Africa e.g. more restaurants in Asian hotels
42. When waking up in Instanbul hotel you know you are in Turkey
47. Standards create a strong foundation but yet can be locally flexible e.g. do not leave coffee pot on table in France as perceived as lack of service
48. Expected of ALL staff ALL over the world at ALL times
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51. Each Hotel Is Tailor made with the following in Mind:
52. Human Resources Golden Rule: One should treat others as they wish to be treated
53. ENTRY STRATEGY IN THE FRENCH MARKETLOCAL APROACHGLOBAL MANAGEMENTSERIOUS SERVICE DEDICATION
54. KEY LOCATION: PARISIAN LANDMARK GEORGES V Heritage of the 8th arrondissement of Paris in the heart of the luxury: architecture art, shopping…Parisian Culture
55. THE PLAN Sticking to the standard opening strategy of the hotel: Global buT local: to an extreme sensitive adaptation. Preserve the soul of the Georges V although rebuild for the international traveler Preserve: French style in design and cuisine Renovations, decoration House-keeping French chef: « culinary coup d’etat » = very new to the four Season’s management choicepolicy but respectfull to the customers expectations of a « serious » french chef, «serious food »! Adapt to the worker unions, and work week standards: The standard work week in the hotel industry in france is actually up to 39 hours, other industries 35h/week, which makes it a chalenge and a competitive attraction for employees
56. REBUILD: French manager whom embodies the Four Seasons culture and standards Serious about golden rule Resulting in better reception from the environment and work-force American style of management The employee of the year TASK-FORCE AMAZING COMUNICATION! Direcrt line= 30 employee group meeting. Manageer’s daily morning meetings Familly experience 3 times a year, hotel opening doors to the employees and their family Unexpectedly open and responsive to the press Generally speaking the american style of management can be perceived as a bit imposing; Allthough it is balanced with smooth adaptation to french workers And the PDCA: design management style of the company is responsive to feed back and openied to managerial improvements
57. Do the Lessons from Four Seasons Going to Paris apply to Luxury Service Firms Entering Markets Other than France ? YES All countries in all service industries: RETAIL INDUSTRY SPA INDUSTRY FASHION INDUSTRY SERVICE INDUSTRY REAL ESTATE SERVICE IS ABOUT PERSONALITY THEREFORE CULTURE AND NEEDS TO BE APROCHED LOCALY