Business Case Studies, Growth Strategies Case Study, Four Seasons Hotels and Resorts

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Case Title:

Four Seasons Hotel and Resorts

Publication Year : 2004

Authors: Malini Nagabhushan, Senthil Ganeshan

Industry: Leisure and Tourism

Region:Canada

Case Code: GRS0116B

Teaching Note: Available

Structured Assignment: Available

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Abstract:
Four Seasons Hotels and Resorts, the world’s leading operator of luxury hotels with a history spanning four decades and a portfolio that extended worldwide, was managing 63 properties in 29 countries by 2004. In addition, 21 properties, to be operated under the Four Seasons brand name were under development in another seven countries around the world. The company owed its success to its business strategy based on four decisions, i.e. to focus on small to medium sized luxury hotels, concentrate on managing rather than owning the hotels, and most notably the company built on customer service coupled with employee satisfaction. This case narrates in detail the growth of Four Seasons over the decades on the four pillar business strategy it adopted. It also emphasizes on the company’s future plans for growth and expansion and highlights the probable challenges it might have to face.

Pedagogical Objectives:

  • Four Seasons’ expansion strategy in the changing geopolitical environment
  • Future of Four Seasons if Isadore Sharp, founder, chairman and CEO quitted the company
  • “Customer Satisfaction is achieved through employee satisfaction” was the motto of Four Seasons; could its success be related to this factor alone
  • Four Seasons was concentrating on small-to-mid sized hotels only; should it change its focus towards more of large sized convention hotels
  • Managing hotels was reaping high profits over owning hotels, but could this impact Four Seasons’ brand and quality
  • Expanding to more diverse locations across countries threaten its integrity.

Contents : 
Introduction
Industry-leading room rates
Four Seasons through Four Decades
Organisation Structure of Four Seasons
Four Seasons’ Management Structure
Business Strategies: The Four Pillar Strategy
First Pillar: Luxury Hotels Worldwide
Second Pillar: HR Practices – The Golden Rule

Keywords : Hotels and Motels; Human Resource Management; Customer Service; Service Management; Business Model; Isadore Sharp; Long lasting CEO; Growth Strategy; Hotel Management; Luxury Hotels; Organisation structure; Business Strategy; Growth Strategies Case Study; Revenue per Available Room (Rev PAR); Occupancy rate; AAA Five Diamond Awards

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