Four Seasons – Case Study
When you stay at Four Seasons you feel the culture of that country. For example if you stay in Egypt, you have a feeling that you are in Egypt. You feel that you are a part of local community.
One thing which made them so successful is their uniform global standards known as seven “Service Culture Standards”. Most of the standards were written to allow local flexibility. The standards set the minimum expectation of the guest. Second thing is their personal service for each guest.
Corporate culture always a significant role in the success of a business like Four Seasons’. Their culture portrays the strong need to satisfy the customer. They define core standards to treat the guest and most important setting the guest as the top most priority for the employees.
Yes HR strategies play an important in four Seasons’ success. HR has focused on ‘The Golden Rule’ which one should treat other as we would wish to be treated by others. Management was more informed about the laws in the France. It has established task force – a team of 35 person composed of experienced managers and employees of Four Season who knows about the operations of the particular property of the hotel. This task force helps to establish norms and helps people to understand how Four Seasons’ does work. The most important thing they look in the deep during the interview with candidates is the attitude of that candidate. Four Seasons’ have employee-of-the month and employee-of-the-year programs to appreciate the best employees and they managed these programs successfully in France. Their HR practices were reflected in customer satisfaction.
I feel it was fabulous the way enter in the France. They got the luxurious building to reflect the organizational culture. They deeply understand the French culture and also know about the laws of France especially labor laws. They adopt their strategies according to local laws and culture.
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