Four Seasons hires for five-star attitude

Summary

The Four Seasons emphasizes personalized service, believing that customer satisfaction hinges on employee engagement. The company focuses on hiring for attitude, valuing genuine hospitality as non-trainable. They invest heavily in employee care, offering recognition, special events, and career development opportunities. This approach results in low turnover, high training levels, and a premium service that guests are willing to pay for, highlighting the importance of a supportive employee network.

Takeaways

• 🌟 The company's goal is to provide the highest level of customized and personalized service to guests.
• 🤝 The business is built on intangibles, emphasizing the importance of guest experiences and interactions.
• 🔍 Attention to detail in guest preferences, such as pillow types, is crucial for creating a personalized experience.
• 💼 The quality of service delivered to guests is directly in the hands of the employees, highlighting their importance.
• 🌱 Employee focus is inseparable from customer focus; employees are the backbone of the company's service.
• 👥 The company values its people as the most valuable asset, recognizing that without them, the business cannot thrive.
• 🙌 Hiring at Four Seasons focuses on attitude, seeking individuals who are genuinely caring and service-oriented.
• 💰 Hospitality is about genuine care, which cannot be taught, so the company invests heavily in finding the right people.
• 🎉 The company takes care of its employees through special events and recognition, fostering a supportive work environment.
• 📈 Career development and opportunities are emphasized, with benefits like complimentary stays at other Four Seasons properties.
• 🔒 Low employee turnover is a testament to the company's investment in its staff, leading to long-serving, highly trained employees.
• 💰 High levels of customer service allow the company to charge a premium for rooms and suites, as guests value the support provided.

Q & A

What is the primary goal of the company mentioned in the script?

The primary goal of the company is to provide the highest level of customized, personalized service to their guests.

Why is the service provided by the company considered intangible?

The service is considered intangible because it's an experience that guests have while they are at the location, rather than a physical product they can take home.

What does the company focus on when hiring new employees?

The company focuses on hiring for attitude, looking for people who are genuinely caring and have a genuine desire to help and serve.

How does the company ensure that the service delivered to guests is of high quality?

The company ensures high-quality service by hiring the right people and by providing special events, recognition, and career development opportunities for their employees.

What is the relationship between customer focus and employee focus according to the script?

The script suggests that a customer focus cannot be independent of an employee focus, as the service delivered to guests is in the hands of the employees.

Why is employee recognition an important part of the company's culture?

Employee recognition is important because it shows appreciation for their hard work, contributes to employee satisfaction, and helps to maintain a high level of service quality.

What is the significance of career development for employees at the company?

Career development is significant as it provides employees with opportunities for growth and advancement within the company, which can increase their job satisfaction and loyalty.

What is the complimentary rooms policy and how does it benefit employees?

The complimentary rooms policy allows employees at all levels to visit another Four Seasons property and be treated like a five-star guest, which can enhance their understanding of the brand's service standards.

How does the company's investment in employees reflect in its business operations?

The investment in employees is reflected in low turnover rates, highly trained staff, elimination of retraining and rehiring costs, and the ability to charge a premium for rooms and suites due to the high level of customer service.

What is the role of the support network provided by the employees?

The support network provided by the employees is crucial as it contributes to the high level of customer service, which in turn allows the company to charge a premium for its accommodations.

How does the company's approach to hiring and employee care impact its guests?

The company's approach ensures that guests receive personalized and high-quality service from genuinely hospitable staff, which enhances their overall experience and willingness to pay a premium for the service.