Four Seasons Case Analysis

What does ‘delivering consistently exceptional service’ mean?

Describe the elements of the general manager target bonus plan.

Discuss the concept of customer service extending to all levels in the organization—especially how it related to managers.

Discuss top management team longevity at Four Seasons.

What does Corinthios mean when he states, “Our strength is our diversity and our singularity…”?

What does David Crowl mean when he states, “Each hotel is tailor made”?

Four Seasons was described as being a ‘cultural chameleon’. What does that statement mean and how does that compare to Disney?

List and briefly discuss the seven Four Seasons ‘Service culture standards’.

How did Four Seasons evaluate each property’s performance against the standards?

Briefly discuss how the Four Seasons standards relate to the culture of the organization.

What is ‘just-for-you’ personal service?

Define the ‘Golden Rule’ and discuss the role of that concept at Four Seasons.

What is the French law ‘right to light’ and how did it affect basement workers (such as those who worked in the laundry)?

Four Seasons did not ‘fire at will’. Explain this concept and explain Four Season’s reasons for not using it.

Describe four major differences between North American and French National Culture.

Describe the effects of the 35-hour work week.

How did Four Seasons spread the culture and ‘de-demonize’ the U.S. with regard to recruitment and selection in France?

What is meant by the Four Seasons George V being a cultural cocktail?

Discuss the results of the service quality audit at the Four Seasons George V of October 2000.




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