Results tagged “Tsunami” from Intelligent Travel Blog

In his new memoir, "Four Seasons: The Story of a Business Philosophy," Isadore Sharp describes how he built one of the hotel industry's most successful and respected brands. But the book ends just as things start to get interesting: with a historic downturn in the lodging industry. National Geographic Traveler Contributing Editor Christopher Elliott asked Sharp to pick up where the book left off.

Q: In your book, you talk about how Four Seasons survived -- and even prospered -- during two recessions. But by most accounts they weren't as severe as the current economic downturn. How is the company holding up?

Sharp: There's no question that our industry as a whole has been affected by the current economic environment. Our approach to business at this time is the same as always -- to provide our guests with the consistency and excellence they have come to expect of Four Seasons. Providing exceptional experiences to our guests is a fundamental part of our business model and has been the foundation for our success, through good times and bad. In times of uncertainly, our guests value the reliability and care that we provide. It's a relationship of trust that is more important than ever.

In the last year, we've seen a lot of hotels reduce amenities and cut staff in order to save money. Of course, rates have also dropped pretty dramatically. Could you talk a little about what differences, if any, a customer might notice between a Four Seasons experience in 2008 versus now?

It's been reported that many hotel companies are cutting services and amenities to cope with this challenging business environment. This is something we will never do. It is the promise behind our brand name. Our focus continues to be on providing the services our guests need to be productive when they stay with us on business, and to focus on family and loved ones when on vacation. Whether it's 24-hour room service, one hour pressing, complimentary shoe shine, overnight laundry, exceptional complimentary children's programs -- all of the services we provide add up to a tremendous support system for our guests, allowing them to spend their time with us effectively. These services represent a tremendous value to our guests, especially when every travel experience matters and nothing can be left to chance.