Four Seasons

charged only twenty, fifty, or a hundred dollars more a night to ensure the comfort, facilities, and frustration-free, time-saving service that our customers would sooner pay somewhat more for than forgo. So we were a luxury item, yes, but our functional value outweighed cost. We were becoming a necessity, not a discretionary expenditure.

We understand, most of all, that when offering the best possible experience, we must still remind people that what they are purchasing is worth every penny.

“The Power of Personal Service.”

far back as 1961, I thought about the soundproofing in rooms when they were constructed, quiet plumbing, blackout curtains in the windows, and custom-made beds, which we’ve had for over thirty years.

These were contracts that ensured us control of standards, and if the hotel was sold, they couldn’t be canceled.

it’s not what you do on your own; it’s how many people have come along with you to reach higher than their expectations ever were.

The tie that binds is our value system,

All people are equal in our eyes, whether guests or employees.

From the Glitch Report, we’ll move on to discuss how the hotel performed the previous day. This takes a minute or two in which numbers, finances, occupancy, and average room rate are reviewed.