The leadership team at the Four Seasons Hotel, Westlake Village, provided a fascinating "insider" exposure to their luxury hotel business to Ritch's Cal Lutheran University marketing class. Pictured below are Rob Hagelberg, hotel manager, discussing how to deliver an extraordinary guest experience. Then, Stuart Burdette, sales and marketing director, huddles with Ritch as HR director Jim Cathcart listens. The next photo shows Jelle Vandenbrouche, executive sous chef, explaining to students the storage and preparation of his world renown meals while Purchasing's Henry Briseno looks on. In the final photo, Jim Cathcart discusses Four Seasons' selective hiring process.
The leadership team at the Four Seasons Hotel, Westlake Village, provided a fascinating "insider" exposure to their luxury hotel business to Ritch's Cal Lutheran University marketing class. Pictured below are Rob Hagelberg, hotel manager, discussing how to deliver an extraordinary guest experience. Then, Stuart Burdette, sales and marketing director, huddles with Ritch as HR director Jim Cathcart listens. The next photo shows Jelle Vandenbrouche, executive sous chef, explaining to students the storage and preparation of his world renown meals while Purchasing's Henry Briseno looks on. In the final photo, Jim Cathcart discusses Four Seasons' selective hiring process.
Great hotels like the Four Seasons understand that they are not selling rooms...they are selling an "experience." Disney gets it too -- they are not just selling a day at an amusement park. It's a wonderful perspective to have and no wonder these stand out as quality, trusted brands. More companies should follow their lead.
ReplyDeleteThe behind the scenes look gave an interesting insight into the atmosphere of the hotel and the corporate culture. Mr. Cathcart mentioned that Four Seasons has a thorough interviewing process for prospective employees. I felt that you could really see the success of the process through the kindness and genuine happiness of the staff. Good employees provide a nice base for their business.
ReplyDeleteThe first thing that came to mind when thinking about the Four Seasons hotel was quality and performance. Little did I know how exactly they were able to achieve such expectations.
ReplyDeleteA week ago, our marketing class was able to tour the facility with some of the the most important and recognizable people in the corporation. They showed us exactly how they are able to create such a great experience for their customers, not only by offering a great product, but "WOW-ing" customers in the process. This step is a major factor that helps to creates strong customer relationships that give the Four Seasons hotel an advantage over its competitors.
My mother is also a HR director, so I relate to a lot of the things Jim was saying about recruitment. The truth is, some people are born for certain professions. You can teach employees specific skills, but you can't expect them to have a positive, genuine attitude if they aren't equipped with one.
ReplyDeleteThe behind the scenes look at Four Seasons really showed me how deep the customer commitment was with the company. Even though we were in the workers' part of the building, all the employees still smiled and greeted us as we came into their zone. I also loved learning about how they choose these superior employees. They already have the friendly, good nature to them because that's the hardest part to master. They can learn the skill, but you can't force someone to be friendly and want to offer the most superior service to the guests. It was really eye opening and I really enjoyed it.
ReplyDeleteIt was awesome to go behind the scenes and see how the Four Seasons staff creates and maintains such a high level of service for its guests. I really like how they hire based on personality and character rather than purely accolades. Overall I had a great time visiting and can't wait to stay there as a guest some day!
ReplyDeleteBefore I even stepped into the Four Seasons hotel, I already knew it was going to be something spectacular. Right from the start, customer service was noticeable, in a positive manner. I wacthed as the door was opened for every single guest that was either entering or exiting the building, employees seemed to never skip a beat, and consistently worked with a smile on their face to please guests. Stories told about "wow-ing" customers really gave off a sense of the personal connection the Four Seasons hotel makes with its customers. Overall, the Four Seasons seemed to take pride in knowing that the little things can make the biggest difference, in turn leading to success.
ReplyDeleteHaving already been to a Four Season's hotel, I knew going into this field trip that we would be shown just how prestigious the hotel and it's management would be. I was very impressed by the knowledge and expertise that each individual brought to the presentation and enjoyed viewing the various rooms, kitchens, and dining experiences that the Four Seasons has to offer. Every person that worked at the Four Seasons was polite and it was guaranteed that if you looked them in the eye you would receive a smile in return. I found the smile to be a friendly gesture, especially when society lacks chivalry and respect to everyone who is not a public figure. It's no secret that the Four Seasons represents luxury and sophistication, but it doesn't come at an easy price. Each room is adorned with the highest quality furniture, lighting fixtures, bedding, etc. and when you stay at the hotel, you're of the utmost priority to the staff. I enjoyed learning about the Four Seasons and its ability to create a unique experience for every guest, setting the bar high for any hotel business hoping to compete for the same market share.
ReplyDeleteThe trip to the Four Seasons Hotel to see the behind the scenes helped me to understand the “experience” that the company sells to their customers. I had previously been to this Four Seasons for a formal event that used the ballroom and it was very interesting for me to see the behind the scenes that the workers have to go through with the kitchen for the food and services. It gave me a better appreciation for what workers go through to provide excellent service for customers.
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