Do you know Four Seasons Hotel?

Sharp, the founder of Four Seasons Hotel, believes that the responsibility of the hotel is to create memories for guests. Grass-roots staff leave a deep memory for their guests by providing personalized service, which determines the quality of service and the success or failure of Four Seasons Hotel. In the four seasons, people are the most important and solid infrastructure here and the most important asset of the company.

At the end of 2004, the Maldives was hit by a tsunami, and the Four Seasons Hotel was also seriously affected. Many water villas were washed away by the waves and instantly turned into pieces, and some guests were swept away by the sea, and their whereabouts were unknown. At this time, everyone is in danger, but none of the employees of the four seasons choose to ensure their own safety and stay away from danger, but stand up and help the guests. After the tsunami, hundreds of employees spontaneously organized themselves to look for guests, and some even rushed into the sea to save people. They provided the guests with materials and emergency medical care, and also gave the staff dormitory to the guests and slept on the beach for one night. China movie star Jet Li lived here at that time, and he was deeply impressed by what the staff of Four Seasons Hotel did. He later said in his blog, "In the chaos and disaster, the staff of Four Seasons Hotel showed selfless courage and compassion, which is the best quality of human beings."

The experience of cultivating employees in Four Seasons Hotel can be divided into three parts.

The staff of Four Seasons Hotel are not trained, but elected. They don't value professional skills, but pay more attention to the moral character and personality of candidates. Because in their view, professional skills can be improved through training, and responsibility and initiative cannot be cultivated;

Second, the employees of Four Seasons Hotel are not managed, but "stand out" at critical moments. When encountering new problems, the staff of Four Seasons Hotel have no service details to refer to. How do they decide whether to "stand up" and how to "stand up"? Quite simply, they just need to ask themselves a question, "Does this transaction, this resolution and this action conform to the values of' treating others as themselves' in the four seasons?" If so, employees can take direct action.

Third, management rules are not invented by management, but formed by the collection of employees' practical experience. Every employee of Four Seasons Hotel has the right to find and solve problems independently. Every time employees solve a new problem, the company will get another service experience. In this way, problems can be found and solved anytime and anywhere, and the Four Seasons Hotel has evolved a set of its own management rules.

198 1 in the second half of the year, the United States entered a recession, prices fell, hotel accommodation fees also fell, and air ticket prices rose by 32% a year. Business people travel less, and people usually have less entertainment activities. Most hotels have to lower their room rates and find ways to cut costs. They will lay off staff and reduce the replacement of hotel equipment.

This is the first time that Four Seasons Hotel has encountered such a major crisis. Some people in management agree with the above practice. However, in Sharp's view, the price war is by no means a way of life in the four seasons. He can't lower the quality in order to lower the cost. He believes that the more the market is depressed and there is no confidence, the more it needs to improve quality.

You can imagine that when you are depressed, if you experience good service in restaurants and shopping malls, is this memory stronger and better? So do hotel guests. During the economic recession, a company executive who travels frequently is not only more stressed at work, but also feels more tired than usual. If you can experience time-saving and reliable service at this time, your memory of this hotel will be deeper. Giving charcoal in the snow is always more memorable than icing on the cake.

As a result, the Four Seasons Hotel under the crisis did not lay off staff. The way they cut costs is to freeze executive salaries and let employees choose flexible working hours, from five to four days a week, so there is no need to lay off employees. When employees learn that other companies have fired their grass-roots employees and their own companies have frozen the salaries of senior executives, they will be more identified with the company and work more actively, so that guests can experience more intimate service.

Business people are the main customers of Four Seasons Hotel. In order to meet the demand of business people for quality service, in the crisis of 198 1, Four Seasons Hotel did not lower the room price or service standard, but increased investment and improved the service standard. Sharp also realized that in the long run, the development prospect of tourism is very huge. If competitors lower their service standards in a short period of time, and Four Seasons Hotels are raising their service standards, they will have a more competitive advantage. As a result, Sharp increased a loan with its own shares in the company as a guarantee. He borrowed more money to improve the service. As a result, the economy rebounded after the recession, and the Four Seasons Hotel also achieved a stable development for 9 years.

The hotel industry is easily influenced by the economic environment. Facing the crisis, Sharp's attitude is "Trouble is an opportunity in disguise", which is very similar to kazuo inamori's attitude. Kazuo inamori will "regard depression as an opportunity for growth". The Four Seasons Hotel can turn the crisis into a turning point, relying on Sharp's positioning of the Four Seasons Hotel: the hotel is to create memories for guests. He didn't fight price wars and lay off employees, increased investment and improved the service level, in order to provide more time-saving and reliable services to guests and make them remember the Four Seasons Hotel more deeply.