Four Seasons Hotels Inc.'s HR Practices: Fostering a Strong Customer Service Culture


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Case Details:
Case Code : HROB116
Case Length : 19 pages
Period : 1998-2008
Pub Date : 2009
Teaching Note :Not Available
Organization : Four Seasons Hotels Inc.
Industry : Hospitality
Countries : Global

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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Excerpts Contd...

Conducive Environment

The work culture at Four Seasons was built on mutual respect and on an environment that supported excellence. The chain's strategy was to hire motivated people, train them to be the best, and offer them an environment in which they could flourish...

Employee Policies and Benefits

Four Seasons said it was committed to maintaining its reputation as a premiere employer in the industry. According to the company, employees were offered various benefits and perks. They were paid decently and were promoted regularly. For starters, Four Seasons paid 10 percent more than what other hotels paid for similar jobs...

Criticism

According to some analysts, though Four Seasons justified its stance of being fair to its employees and had won various awards and accolades in this area, there were certain instances where there were doubts raised over the transparency of its recruitment practices...

Looking Forward

Barring few criticisms, Four Seasons continued to lead the luxury hospitality industry in North America through exceptional service. According to the company, its ability to attract develop and retain the right kind of people had contributed heavily to its success and this had also led to its employees being viewed as the stars of the hospitality industry...

Exhibits

Exhibit I: Four Seasons' Ranks' on 'The Best Companies to Work For' List: 1998-2008
Exhibit II: Four Seasons-A Snapshot
Exhibit III: Operating Divisions of Four Seasons
Exhibit IV: Awards and Accolades


 

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