Critical Incident Management of Four Season Hotel

3037 Words Sep 30th, 2006 13 Pages
The Four Season's sets the bar for achieving the highest quality of service in the hospitality industry. It was founded in 1960 and still obtains the same goal: "Our objective is to be recognized as the company that manages the finest hotels, resorts, and residence clubs wherever we locate." With this is mind Four Seasons Hotels are also very particular on the employees that work for them, they need to all share the same passion to serve. The Four Seasons' firmly believes in the golden rule, "treat others, how you would like to be treated." The Four Seasons' philosophy is in offering only experiences of exceptional quality. They create properties of enduring value using superior design and finishes, and support them with a deeply …show more content…
In other words, the three golden habits: do something extra, never say no, always offer options, and team work is key-one team, one goal, which should become a common practice for every employee who goes through detailed training at Four Seasons representing company's standards in order to provide best quality customer service.
Moreover, Four Seasons strongly believes in the empowerment of their employees and explains how to respond to glitches or critical incidents in order to help management see in the future how the employees dealt with the problem and use it as a learning experience in the future training and development of employees. According to the article "Where Customers are Number One" written by Derek Paiva found in the Hotels and Motels magazine, Kathleen Horrigan, general manager at the property in Hawaii says that "Empowerment is essential." She also continues that the company encourages their employees to do what they think is right in order to take care of guests. Even though they are restrictions, the employees are still given the right to make decisions that need to be made on the spot. Also, a current employee of the company, James Bohol, continuous that two-way chain of communication from senior executives to line staff employees contributes to keeping Hualalai's guest services top-notch. He also claims that no matter how

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