Quality service is difficult to imitate because it is based on the Four Seasons Hotels staff for a long time consistent action, from the internal growth of the enterprise culture, is not a simple copy and enforcement.
The famous American actor and director Morgan Freeman (Morgan Freeman) at the Four Seasons Hotels (Four Seasons) to describe the experience once said: "there is a Four Seasons Hotels are out of the ordinary gravity here does not seem to play a role, when the moment you walk into the gate of the hotel, the earth and in your body weight is gone Four Seasons Hotels." from a Canadian origin Toronto Motel transformed into a world of luxury hotel management group, rely on is available to guests as Freeman described the wonderful experience.
Many people wonder what this can make people feel gravity disappear experience what is, many hotel service are also trying to copy the Four Seasons Hotels. Four Seasons Hotels in the industry launched the latest of many services -- such as equipped with various bathroom products in the room, bathrobe, hairdryer, as well as the introduction of the fitness center and set up non-smoking floors, has been in copying and eventually become the industry standard. But the founder isador SHARP (Isadore Sharp) eyes, never imitate a true competitor Four Seasons Hotels soul - quality service. This kind of consistent from beginning to end quality of service is hard to imitate because it is based on the Four Seasons Hotels staff concerted action over a long time, is a growth from inside out the culture is not a simple copy and as easy as policy enforcement.
创始人伊萨多•夏普(Isadore Sharp)
Provide the most valuable service
The builders from Isadore SHARP is a layman of Business Hotel, but he began to adhere to the "I am the owner, the customer is my guest" belief, problems everywhere from the customer point of thinking: customers think what is the most important thing? What is the value of customer's identity? It sounds very simple, but the road to Jane.
This belief gives birth to many innovative ideas and practices of the Four Seasons Hotels: hotels considering international travel guests need to travel light, start with bathroom products; think of travelers need a good rest after long flights, looking for -- after years of Julia Roberts's most comfortable bed in the world (Julia Roberts) in an interview "the most love to sleep in the Four Seasons Hotels mentioned on the bed"; think of the day in Pudong Four Seasons Hotels meeting guests may not want to order a meal by phone or other services in the hotel, each room is equipped with a iPad mini, guests can enjoy all kinds of services to address the hotel.
SHARP believes that if the hotel to give customers the most valuable service, they will not hesitate to pay. But he found the successful experience from the Four Seasons Hotels in London early is the most important customer service, which is the core of his determination to create service known for the The Best Hotel in the world.
Practice others as their own culture
Service has become the consensus of the Four Seasons Hotels The Globe Hotel industry, what became the model? This referred to it -- and golden laws and precious rules as yourself.
In determining to serve as the company's core strategy, SHARP's priority is how to make the excellent service concept has become the consensus of all employees and practices. SHARP realized the guest first contact to the hotel is the doorman, receptionist, waiter, cleaning staff, these primary low income workers, usually lack of enthusiasm but, they are direct achievement or destruction of a five star hotel service reputation. SHARP's conclusion is: you want to treat your employees customer, you should treat your employees. A service is the traditional Four Seasons Hotels requires employees to name and call to guests, but if the general manager to do the staff call by name, then how can we expect every employee and guest contact are affectionately called? Four Seasons Hotels Group Asia Pacific chief operating officer He Ruisi said: "the staff will not Give the guests what they have not got "
Please let the management staff and employee empowerment, grass-roots employees can heart, spare no effort to provide considerate service for customers, SHARP said it is not difficult to determine the winning principle, it is difficult to implement in this culture within the organization. The so-called easier said than done. SHARP said the implementation process may be the most difficult thing to do. "Treat others as yourself." many managers and supervisors lost before the staff as a cost issue orders left and right, but not the assets with habits, integrity and respect than their lower position, wholeheartedly support them. Make every employee feel Four Seasons Hotels is their home, employees are willing to invite the traveler check and provide best service. When problems arise, employees will not because of fear to cover up and will actively seek help and solutions, thus the errors into second service Opportunity to achieve the goal of providing the "zero defect" service to the hotel.
Four Seasons Hotels in the first half of 1980s has been in the internal implementation of this principle, for not agree with it, no matter how high position, how strong, SHARP will let them leave. SHARP said the "treat others as yourself" in the work of the highest guiding principle is to determine the long-term development of the hotel the most significant decision.30 years later, whether it is the general manager of Shanghai or Singapore Asia Pacific chief operating officer, will naturally mention that it has already exceeded the principle that golden laws and precious rules, become cultural norms every day practice.
Tailored customized services
What if you are curious about the "typical" Four Seasons Hotels service, the answer will be: "no" typical "Four Seasons Hotels service." Four Seasons Hotels in all parts of the service level agreement, but the guests of each hotel will have a different experience.
This difference is reflected in two aspects, one is because of the cultural and geographic differences, design style in different regions of the Four Seasons Hotels will reflect local culture and customs. This design is from the customer point of view the results, there are many Four Seasons Hotels 100 days a year or even more time to live in a hotel guest feedback, these are different. The Four Seasons Hotels in the world can feel the unique local culture, not boring, standard room and design.
For example, the Hangzhou West Lake Four Seasons Hotels is elegant Jiangnan courtyard style; Shanghai Four Seasons Hotels Pudong is full of modern sense, let guests feel the full speed of development in Shanghai; Beijing and Hangzhou Four Seasons Hotels style is different, the hotel placed more than 5000 pieces of cultural Chinese reflected art.
Another difference is the different guests. Each guests are different in purpose, such as marriage, family gatherings, honeymoon, business travel, attend the meeting. The definition of luxury service itself requires one to satisfy every guest needs and preferences, such as what kind of pillow love, what to drink water, is allergic to certain food. Four Seasons Hotels trying to understand every guest's travel intention and preference, and provide highly customized service according to the situation.
If you are a regular Four Seasons Hotels, you will find in the room, ready to make you feel comfortable, including mattresses, pillows. Because the hotel guests will check the feedback according to the last update, to ensure that guests enjoy timely targeted services.
More advanced customization services also include, if the guests love Chinese contemporary art or China sought local design, stay at the Four Seasons Hotels in Beijing will have the opportunity to visit the exhibition or private collections, with artists, designers face to face. In addition, around the hotel concierge can also according to the requirements of booking popular restaurants, clubs or appointment only shopping malls.
In providing personalized service, to empower employees played a huge role, employees are willing to provide attentive service in their work outside customers. Four Seasons Hotels in the story is full of all kinds of ordinary employees do not know the identity of the guests in, or in the non normal state as much as possible to meet customer requirements so as to bring more big business for the hotel's story for example an employee accidentally heard complaints about don't know wearing a tuxedo before the banquet, immediately call the hotel to tailor themselves to the tuxedo and guest clothes, a guest to defuse the embarrassment. With the chief executive to accept help guest Kearney's millions of dollars to single consumption to the hotel in the subsequent years.
Empowering employees is an important source of Four Seasons Hotels service innovation. Employees can understand the new trend of consumption and demand for services from contact with every customer, timely feedback to management, hotel managers therefore continuous improvement and innovation services.
AAA annual selection of as many as 5 of the four seasons for the more than and 20 Diamond Hotel
Attitude is the key indicator
The service is good, the key depends on the staff, critical hotel recruitment. Four Seasons Hotels in markets, the key issue is the ability to recruit staff of Four Seasons Hotels service in the local copy. In fact, whether in Turkey, Egypt and other parts of the world, the vast majority of employees of the Four Seasons Hotels are from the local recruitment. The most extreme example is located in the Caribbean West Indies Nevis Four Seasons Resort. When the four group decided to open a hotel on the island, the island because of the backward economy of only 9000 people, including 3000 elderly people and 3000 children, 500 people from the Four Seasons Hotels need to recruit 3000 people remaining. After two and a half years of training this, 500 people have been able to provide the perfect service for the guests, even before they were on the table a few pairs of knives do not know.
This experience let Four Seasons Hotels has determined based on the candidate's attitude rather than skills, as a recruitment principle. A person's attitude and skills training can be very difficult to change. 14 years working experience in the Four Seasons Hotels general manager of Four Seasons Hotels Pudong Shiruien (Rainer Stampfer) said China recruitment said: "we have many years of work through experience, one way of talking and walking, to observe whether he really love the hotel industry, is suitable for the job." the correct attitude to recruit employees, plus the Four Seasons Hotels respect for cultural and personnel training, these new employees will be able to reproduce the Four Seasons Hotels service in the world.
In the hotel industry, each guest in a time was a service experience, or give them the most impressive experience. If you browse the Four Seasons Hotels customer feedback, we found almost no guests mentioned the costly equipment in the room, but the fine Guests feel at home. cardiac services. The service, not on the one or two slogans but, like the Four Seasons Hotels, full respect to employees and employee empowerment, stimulate their enthusiasm for service, service to achieve the best effect.
