Four Seasons: The Story of a Business Philosophy

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Penguin, 2009 - 302 pages
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The founder of Four Seasons Hotels shares the philosophy and values that have made his legendary brand

How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service?

Isadore Sharp answers these questions in his engaging memoir, which doubles as a powerful guide for leaders in any field. He recalls the surprising history of his company, starting with its roots in his father's small construction business, which Sharp joined after getting a degree in architecture. Shifting into hotels wasn't easy, and he learned by trial and error.

His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Sharp realized that customers would gladly pay extra for a "home away from home" experience. But that would be possible only if everyone-from managers and supervisors to bellmen, servers, and housekeepers-was fully engaged. The front-line staff, who have the most contact with guests, can make or break a five-star reputation.

Readers will be fascinated to learn how Four Seasons does it, year after year, in more than thirty countries around the world.

 

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Table des matières

Lil and Max
3
Max Sharp Son
15
Rosalie
21
A New Kind of Project
29
Murray Eddie and Issy
43
London
53
ITT Sheraton
65
Chris Sharp and Terry Fox
75
Hawaii
167
Japan
170
The Caribbean
177
Europe
187
More Bumps in the Road
193
Regent
197
Prince Alwaleed
209
A Few Bad Apples
217

A New Business Model
83
Building Our Culture
91
Selling Our Culture
98
The Golden Rule
103
A Competitive Edge
109
Washington
117
The Pierre
125
Bumps in the Road
130
Partners
135
Amenities
141
The Early Leaders
147
Family Developments
157
A Great Place to Work
227
Meeting Expectations
231
The Front Lines
235
Marketing Our Brand
239
Continuing Growth
245
Creative Crisis Management
253
Our True Competitive Advantage
258
The Best of the Best
265
The New Leaders
268
Three Partners Four Seasons
275
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À propos de l'auteur (2009)

Isadore Sharp is the founder, chairman, and CEO of Four Seasons Hotels, Inc. He opened the first Four Seasons in Toronto in 1961, and the company now operates eighty-two luxury hotels and resorts around the world, with more than forty additional properties under development. He and his wife, Rosalie, are prominent philanthropists. They divide their time between Toronto and Palm Springs, California.

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