Four Seasons Hotels and Resorts Essay Example | Topics and Well Written Essays - 2000 words

Four Seasons Hotels and Resorts - Essay Example Luxury rooms and luxury food have become the major features of modern Hotels like the Four Seasons Hotels. While going through the performance report, one finds that the firm has been implementing various strategies in branding, market segmentation, and product positioning. Table of Content 1. Introduction 2. Four Seasons Hotels and Resorts chain in the marketplace 3. Centralization and Decentralization 4. Technology at Four Seasons 5. The Four Seasons Hotels and Resorts’ Internet Site 6. SWOT analysis 1. Introduction The Four Seasons Hotels and Resorts is a Canadian based business organization started by Isadore Sharp in 1960. Today, the company has 74 hotels and 13 resorts operating in 31 countries around the globe, including USA, India, Egypt, Italy, Malaysia, and Hong Cong. The company also provides services like video conferencing, wedding services and vacation packages. It has now become the world’s leading operator of luxury resorts and hotels. Their highest stan dards of service and dedication to the customers have made them the benchmark in luxury hotels. In the opinion of Talbott (2006), the success of the Four Seasons Hotels and Resorts can be attributed to choosing its employees who provides the best genuine and innovative service and its unique organizational culture. 2. Four Seasons Hotels and Resorts chain in the marketplace The Four Seasons Hotels and Resorts has kept a distinguishable place in the marketplace rooted on their motto and vision statement of â€Å"treat others the way you would have them treat you† (Sharp, 2011). This puts the firm in an advantage point above the competing chains in the market. The main business strategy of the hotel is that it only hires people who seem to par with the vision of the organization. The management conducts thorough interview for the employees before they are appointed. The staffs of the hotel are asked to get into interrogation with the top level management regularly; this process makes the employees feel that they play an important role in the organization. On the other hand, in the opinion of Capodagli(n.d) the turnover rate at the Four Seasons Hotels and Resorts is much lower than many other competing luxury hotels. The employees have the chances of getting incentives and bonuses that is above normal. In the opinion of Aufreiter, Elzinga & Gordon (2003), the Four Seasons Hotels and Resorts’ consistency in treating the customers with respect and caring them in an excellent manner distinguished them from competitors. 2. Four Seasons’ delivery of service around the world The Four Season Hotel chain is highly noted for its excellent customer service all over the world. Burke, Martin & Cooper (2011 p.9) also state that the four qualities that hold the Four Seasons above some of their competitors are service, quality, culture, and brand. While delivering service over the international market, the Four Seasons Hotels and Resorts hold the view that there are things that have to be sustained in the same manner for some properties and there are things that must be differentiated according to the culture of the area the hotel is located in. Technology is used only as a complementary tool to the human interactions. A telephone call is made as a follow-up to answer the e-mail send by a customer. Whenever the Four Seasons’ officials visit their different properties, they spend time having dinner with the top-level