In his keynote speech to the Stanford Graduate School of Business Entrepreneurship Conference, Isadore Sharp, the founder, chairman, and CEO of Four Seasons Hotels and Resorts said that when the company expanded about 30 years ago, it made its credo more explicit: Workers should treat others the way they would like to be treated.
That meant firing senior managers who weren’t following the credo. “If we’re seen showing greater concern for power, prestige, and costs than for the customer and the values we profess, then we forfeit belief and trust along with our goal of trying to be the best.”If you want all of your guests to be satisfied, it has to be left to the people interacting with them to decide how that is done. And that means empowering them to be able to make real decisions.
In complete agreement with this two parter by Tom Costello on the most common reason hotels are underperforming and how to remedy it. The top ten biggest problems of performance with tips and steps to easily remedy them? Sign me up.