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

            
 
Case Studies | Case Study in Business, Management, Operations, Strategy, Case Study

ICMR HOME | Case Studies Collection

To download Four Seasons Hotels Inc.'s HR Practices: Fostering a Strong Customer Service Culture case study (Case Code: HROB116) click on the button below, and select the case from the list of available cases:

Human Resource and Organization Behavior | Case Study in Management, Operations, Strategies, Human Resource and Organization Behavior, Case Studies



Human Resource and Organization Behavior Case Studies
HRM Short Case Studies
View Detailed Pricing Info
How To Order This Case
Business Case Studies
Area Specific Case Studies
Industry Wise Case Studies
Company Wise Case Studies

Custom Search




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.



Chat with us

Strategic Management Formulation, Implementation, & Control, 12e

Please leave your feedback

Leave Your Feedback

ICMR India ICMR India ICMR India ICMR India RSS Feed

Case Details:

Price:

Case Code : HROB116 For delivery in electronic format: Rs. 400;
For delivery through courier (within India): Rs. 400 + Rs. 25 for Shipping & Handling Charges

Themes

HR polices and practices / Organizational Culture/ Customer Service Culture/ Hotel Operations
Case Length : 19 pages
Period : 1998-2008
Pub Date : 2009
Teaching Note : Not Available
Organization : Four Seasons Hotels Inc.
Industry : Hospitality
Countries : Global

Abstract:

This case describes the work culture at Four Seasons Hotels Inc. (Four Seasons), a Toronto-based global luxury hotel chain and resorts. Since its inception in 1960, Four Seasons had created a niche for itself with its focus on providing exceptional and personalized service to the guests. Four Seasons was committed to providing its guests with value added service and hassle-free stays. The Four Seasons culture was personified by its employees who shared the common goal of offering excellent service to customers. From the time Four Seasons opened its first hotel, its work culture was based on trust and mutual respect and it allowed employees to flourish and succeed.

Human Resource and Organization Behavior | Case Study in Management, Operations, Strategies, Human Resource and Organization Behavior, Case Studies

For the management, employee satisfaction was as important as guest satisfaction. Four Seasons gained recognition for its quality service and also featured for eleven consecutive years (1998-2008) on the Fortune Magazine's '100 Best Companies to Work for' in the USA.

The case examines a few elements of Four Seasons' work culture and how these have contributed to its business success and to making it a great place to work. The case concludes with the future prospects of Four Seasons and the issues and challenges faced by Isadore Sharp, CEO, as he planned to grow further by expanding across new locations.

Issues:

Understand the issues and challenges involved in running a hospitality business.

Understand the significance of a strong customer service culture to the success of a firm in the hospitality business.

Analyze the factors that contributed to a strong customer service culture at Four Seasons.

Understand issues related to HR such as employee empowerment, working in teams, flexible working, control versus commitment, etc., and how these contribute to the success of a firm.

Examine the steps taken by Four Seasons to ensure employee satisfaction.

Contents:

  Page No.
Eleven Years among the Elite 1
Background Note 2
Four Seasons' Service Culture 5
Loyalty to Guests is Important 6
...But Employees Come First 7
Hiring and Training 9
Conducive Environment 11
Employee Policies and Benefits 13
Criticism 14
Looking Forward 15
Exhibits 16

Key Words:

Customer service culture, Best companies to work for, Hospitality management, Empowerment, Recruitment, Selection, Orientation, Training, Performance management, Rewards and benefits, Hospitality industry, Four Seasons

Eleven Years among the Elite - Next Page>>

Human Resource and Organization Behavior | Case Study in Management, Operations, Strategies, Human Resource and Organization Behavior, Case Studies

 


Cases on Related Topics :- Pod Slurping: A New Dilemma for Organizations, Microsoft - Discrimination at the Workplace

Case Studies Links:- Case Studies, Short Case Studies, Simplified Case Studies.

Other Case Studies:- Multimedia Case Studies, Cases in Other Languages.

Business Reports Link:- Business Reports.

Books:- Textbooks, Work Books, Case Study Volumes.