Four Seasons Goes to Paris
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I’ve never been stayed in four seasons before, but based on the reading I can feel that they can adapt with every customer needs. I’ll try to relate my experience in Ritz Carlton with Four Seasons hotel, which is similar in five star hotel categories. In every room, they will provide a butler that will help you to fulfill anything that you need during your stay. Even when I stayed in Bali with friends for graduation, my butler helped me to iron my shirt because I didn’t know how to at that time. From a small thing service that I experienced, that what makes Ritz Carlton stand up compare to any other hotel. There’s a reason why some certain hotels like Four Seasons, and Ritz Carlton are eligible for a five star hotel title because they pay attention to every detail in order to satisfy customer needs.
From my perspective, Four Seasons able to stay on the top of competition because they pay attention to every detail. Four Seasons wants every hotel location has its own signature, a cultural destination without being offensive in every hotel rooms. Four Seasons didn’t want the location to be similar all over the world like McDonald’s because its plan to make customer feel as a part of local community. Also Four Seasons provide 24-hour room service, custom-made mattress, and enthusiastic employee.
HR in four seasons has a basic rules called “The Golden Rule”, means one should treated as one would wish to be treated. In addition to this rule, Kathleen Taylor as the president of World Business Operation said that company will give several uniforms so employees can change a uniform if it’s dirty. Also, HR department always taking care of employees, not just by showing them the rules and just leave it there. They also have special task force for employees to make sure the standard, and gradually change people who are not having the same ideology with Four Seasons.
The standard service in Four Seasons are Smile, Eye, Recognition, Voice, Informed, Clean, Everyone. Maybe at first it is hard to work on 270 rules towards the rule but that’s the company policy in hospitality business. At first, I won’t feel comfortable at all with 270 rules that I have to obey but I think I can adapt with that. The problem is within yourself, either you want to lose your ego for adaptation or not because every change is possible.