Four Seasons Hotels and Resorts Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Four Seasons Hotels and Resorts Case Solution

Introduction

The case revolves around the hotels and resort industry in which the highlighted and discussed organization is Four Seasons Hotels and Resorts. It is constructed in the year 1960, designed and built by architect Isadore Sharp with the name Four Seasons Motor hotel and it is located in Toronto, Canada. The main focus of the organization is to provide exceptional personal services that help to create a competitive advantage.

This hotel's design and structure deliver high privacy and relaxed physical spaces to visitors. In the year 1972, Four Seasons had a total of five properties with different types. Each resort of Four Seasons was separately owned by a major real estate investor. At the current time, Four Seasons compete with the world's largest luxury hotels, which are owned by persons individually or belong to associations. The largest and high-level competition of Four Seasons is Ritz Carlton Hotel Chain owned by (Marriott).

Recently, it is announced by the chairman and major stakeholder of the Four Seasons to make it one of the period’s countless growing stocks. The previous data present that the organization rejected growth strategies that are trailed by other luxury hotels. The organization is famous because of its service and it also developed a sophisticated website but the question raised is whether it will help increase revenues and reduce costs. In current times there is a combination of love and hate relationship with the technology presented by the organization by presenting its best website in the industry, which also presents the purpose of technology and the internet inside the organization. The overall case analyzes and examines the services provided by the organization and its current performance by using SWOT analysis.

Situational Analysis

Service of Four Seasons Hotels and Resort

A service refers to the intangible experiences and benefits that the organization provides to its customers, such as high-quality accommodations, personalized attention from staff, and a range of amenities and services designed to enhance the guest experience. The core of Four Seasons' business model is its focus on delivering exceptional service to its customers. This includes not only the physical aspects of the hotel, such as the rooms and facilities but also the interactions that guests have with staff throughout their stay.

Four Seasons' workforce is qualified to deliver custom-made attention to visitors, antedating their requirements and likings and accepting overhead and outside to safeguard that they have an unforgettable and pleasant involvement. In addition to its focus on personalized service, Four Seasons also offers a range of amenities and services that are designed to enhance the guest experience. These might include spa services, fine dining restaurants, fitness centers, and a range of activities and events that are tailored to the interests of the guests.

Four Season’s Unique Strategies

The organization is unique in several ways that have helped to differentiate it from other luxury hotel brands, which includes customer services, innovation, and customization. Customer service is one of the key factors behind the success of Four Seasons is its focus on delivering superior customer service. The company has a philosophy known as the "Golden Rule," which shapes that employees must delight visitors in the manner they would need to be preserved themselves. This customer-centric approach has helped to build a loyal base of customers who return to the Four Seasons time and again.

Four Seasons has always been willing to experiment with new ideas and technologies to stay ahead of the curve. For example, Four Seasons was one of the first hotel chains to hold mass media, using podiums like (Twitter and Instagram) to link with visitors and endorse its properties. It is also known for its ability to customize its services to meet the unique needs and preferences of its guests. This means that guests can expect a highly personalized experience, with staff members who are trained to anticipate their needs and provide individualized attention.

Service Concept

The service concept of Four Seasons is the creation of a personalized, luxurious, and memorable experience for its guests. This includes providing high-quality accommodations, exceptional customer service, and a range of amenities and services designed to enhance the guest experience. The value as perceived by consumers is the sense of exclusivity, attention to detail, and personalized attention that they receive when staying at a Four Seasons property.

Guests are willing to pay a premium for this level of service, and they often return to Four Seasons properties because they know they can expect a consistently high-quality experience. Overall, the concept of service is central to the Four Seasons brand, and the company has built a reputation for providing exceptional service and attention to detail that sets it apart from other luxury hotel brands.

Four Seasons Hotels and Resorts Harvard Case Solution & Analysis