Personal Reflection
The leadership of Four Seasons Hotels chain is different from that of other hospitality firms in a number of ways. First, Four Seasons puts their employees first. The front-line words are respected just as the head operations managers. In other hospitality industries, customers usually come first, then employees. The other unique thing is how employees are given mandate. Employees at all stages have the authority and flexibility to decide on customer service. Unlike that, in most hospitality firms, decisions are made by a few individuals and then passed down to others. The other unique aspect of the firm is that the management is awarded long-term contract, which encourage exemplary service and business progression. This is different from many other firms in the same industry. Most firms give short-term contracts so as to appraise or demote employees at a faster pace depending on their performances.
Besides, the leadership of Four Seasons is composed of the best leaders and innovators. The firm picks the best, from the chefs, the operations managers, the front-line mangers, and the waiters among other employees. This is something expensive and most companies shun from picking the best. Every company would love to have the best employees, however, financial constraints prevent them from achieving that and they go for a blend of various grades of employees. For Four Season, Sharp decided to invest in the best because he knew he would expect the best from them. Admittedly, when you have the best employees around your, what do u expect? From the discussed points, it is clear that the leadership of Four Seasons is unique from that of many hospitality firms—this gives it an edge over its competitors.
How the company cares for internal customers
Four seasons believes in trust, integrity and optimism. The three are well-spelt out in the hearts and minds of its employees. Employees are treated with the utmost good. In fact, the slogan of one of the core values of the company is employee first. Since employees have the first priority in the company, they feel as part and parcel of the organization. They own the organization. Moreover, the company trusts its employees. What this implies is that whenever employees make decisions regarding customer service or recommend changes in the ways of conducting a routine, then the company does not doubt the view of its employees. In fact, it respects and decision are made quickly after careful trade-offs are considered. Since the employees are trusted, they try their best to maintain a high level of integrity. The other thing that positive about the company is that it promotes its employees from within. Most companies will bring guys from other branches or companies to take certain big positions. However, Four Seasons moulds its employees and promotes them internally (Sharp). The practice encourages its employees to work hard. This also brings about optimism as most employees know that they will grow and develop with time within the organization.
The company continually trains employees to improve their skills. It also emphasizes on the personality of its employees, which make employees to aspire to be who they are. The other aspect of awarding long-term contracts to its employees shows that the firm takes good care of its employees. Employees feel recognized and respected, which a plus to the company. They intend return by working hard and improving their productivity on a daily basis.
How the company serves external customers
The other aspect of service is quality. Quality of service is observed at Four Seasons. There are no queues at most joints of Four Seasons (Sharp). Clients are received and led to seats before being asked for what the kind of service they would like. In the case of a customer complaint, the company takes action within the shortest time possible to settle the issue amicably. The company rarely closes with pending issues. Since the business framework of Four Seasons is based on quality, service, culture and brand, it is clear that the firm has a culture that attracts its customers. There a company culture that coheres with that of the general public. The company also tries its best to listen to what customers say. When a client suggests something about service delivery, it is taken seriously and implemented once everything seems good and conducive. Therefore, service to external customers is very good and is of the highest quality and fast. People are happy with the service delivery of Four Seasons Hotels.
Application of lessons learned from this book
“Service Management”
Service management is my view is the planning, staffing, control, and coordination of services to others. With regards to Four Seasons, service management refers to the way in which customer servers are planned and executed to meet the needs of the client. It entails the assignment of resources who will offer the service and giving them the mandate to carry out services. Service management also entails choosing the right people for the right work. You can only offer a service you know to do it. So, it entails apportioning the right people to offer services at specific places and specific times. Service management entails checking fir minor improvements in service delivery that will eventually add up to a major change in the organization. Service management also entails the development and the delivery of efficient and user focused services. The service managers are usually accountable and responsible for whatever things they develop and implement.
Works Cited
Sharp, Isadore. Four Seasons: The Story of a Business Philosophy. New York, N.Y: Portfolio, 2009. Print.
