Four seasons hotels and resorts


This study is all about Four Seasons Hotels and Resorts which opened its first hotel in 1961, Isadore Sharp was accidently got into the concern and through decennaries he ne’er looked back. This is the narrative of continual invention, singular enlargement and a individual minded dedication of highest criterions. The Canadian base company has about 50 old ages and Four Seasons has redefined luxury for modern traveler.

The trade name embodies a place off from place for who know and appreciates 500 best. The company has grown widely in 34 states all together 82 hotels. Four Seasons have strong committedness to the community and environment in which they operate.

Four Seasons initial success:

The Four Seasons entered in the cordial reception concern in 1961 by opening their first hotel Four Seasons Motor Hotel in Toronto. Which concentrated on planetary concern travelers which look for personalise service round the clock. The chief aim of Sharp ‘s concern program is to be epicurean hotel concatenation which will present consistent high criterion service worldwide. Sharp decided to enlarge his concern in medium size luxury hotels and resorts at holiday locations. Though Four Seasons trade name was new to the cordial reception industry it made a positive beginning by specifying cordial reception in its ain manner. The tendency motel was popular with basic service in that epoch. Four Seasons alteration to high category, epicurean and round the clock service.

The program was to set up Four Seasons internationally. In 1970 gap of hotel in London was a defining minute. In 1970 London was dominated by Victorian traditional English hotels where as Four Seasons made its entry with high terminal epicurean and modern comfortss. This was a large move for Four Seasons hotels.

The aim of the company is to run as finest hotels, resorts and residential belongingss. The end is to make utilizing superior design and heighten them with deeply instilled moral principle of personal service. The Four Seasons belief on what they functioning and proper fiscal planning may be made them successful in the initial phase.

A really new and modern attack to cordial reception was a success key for Four Seasons. Alternatively of insouciant and really old traditional service Four Seasons delivered high terminal epicurean services in modern ambiance round the clock. The rate Four Seasons used to bear down was 25 % more than the nearest rivals. Rather than being all the things to all the people, Four Seasons was focused on quality and being best in each location with medium sized hotels. The tendency set by Four Seasons might be really popular due to success of Four Seasons.

Possible growing schemes for Four Seasons:

The consistent focal point on high terminal service bringing and concentrate on trade name direction are the characteristics of planetary enlargement. The world-wide enlargement began when Four Seasons open first international hotel in London and followed by constructing hotels across North America and in every US metropolis. For planetary enlargement they might hold used Ansoff ‘s Matrix.

Ansoff ‘s matrix is a tool that helps concerns to make up one’s mind their merchandise and market growing scheme.

Ansoff ‘s matrix:








Market incursion

* To increase market portion for current merchandise.

* Predominating the market by pricing and advertisement schemes.

Merchandise development

Introducing new merchandises to bing clientele eg. Building Resorts, residential belongingss with same trade name criterions.



Market development

* Making new market section.

* International enlargement.

* New distribution channels. ( Ownerships, confederations, fractional ownerships and amalgamations. )


Introduction of hotels, resorts, residential belongingss and abode nines worldwide.

The above ansoff ‘s matrix represents the possible planetary enlargement planning for Four Seasons hotels.

Porter ‘s five forces:

Menace of new entry:

The menace of new entry is base on market barriers, economic systems of graduated table, current market place and figure of rivals. The consistent high trade name criterions and extraordinary service bringing might be the barrier for new entryway. The strategic pricing and publicities planning may hold strengthened the market place for Four Seasons Hotels.

Buyer ‘s power:

Is fundamentally the impact purchaser have on bring forthing the industry. The purchaser sets the monetary values when there is merely one purchaser and figure of manufacturers. Buyers are powerful when there are few purchasers with important market portion. On the other manus purchasers are weak when purchasers are fragmented i.e. purchasers do n’t hold any influence on merchandise and monetary value.

Supplier ‘s power:

The natural stuff which require for bring forthing important merchandise like labor, constituents and other supplies are supplied by providers. Supplier can sell the natural stuff at higher monetary value to capture industries net income.

Menace of permutation:

To the industry a menace of replacements exists when merchandise demand alteration due to alter of monetary value for utility merchandise. Due to handiness of replacements demand go more elastic and consumers get more replacements available.

Competitive competition:

It is of import to cognize your rivals and their capableness. If you have figure of rivals with same service and installations as you offer so the company is holding less power. To be in market and better the market portion you should supply unique services which no 1 provides which helps to give the competitory border to an administration.

The above survey of Ansoff ‘s matrix and Porter ‘s five forces severally helps to place the market place and market value for the company. It helps to foreground the strengths and failings of company in order to make future move. The above theory may hold helped four seasons in their enlargement programs.

The nucleus concern scheme of Four Seasons was to heighten its industry place and overall profitableness of company by changeless international enlargement that benefits the strengths of nucleus operations direction and the value of its trade name name, which helped Four Seasons to obtain new direction contracts, existent estate trades worldwide. It besides helped to derive fractional ownerships and strategic confederations with some hotel companies. The acquisition of 100 % ownership of Regent International hotels including its direction contracts and hallmarks was large move for Four Seasons. The strategic relationships with some investors like Prince of Saudi Arabia helped to spread out company at planetary degree.

Four Seasons principal concern was luxury hotels, resorts later on they moved to residence nines and branded abode undertakings. The Four Seasons belongingss were by and large located centrally in commercial and fiscal territories of universe ‘s prima metropoliss. The world-wide repute for quality, service and invention in the luxury section of the concern made it easy to spread out Four Seasons internationally.

Respond to industrial downswing:

Four Seasons faced economic downswing in 2001-2003. To a big extent the degree of success will depend on companies marketing attempts and capablenesss. To retrieve from the economic downswing Four Seasons must hold had some program in topographic point like organizing some selling schemes, planing runs and be aftering some concern outgos. The success will besides depend on timing of company ‘s attempts. It is of import for any concern is whether the company is in place to billow when the economic system will get down dining once more.

Value concatenation:

Value concatenation can specify as a consecutive phase during which value is created when bring forthing distributing and serving a merchandise. It assists in making and prolonging superior public presentation. Value concatenation is usage for adding competitory strengths for administration and to measure what value every activity adds to company ‘s merchandise and services.

A good structured value concatenation ever adds value and competitory border to the company. An aim for this value concatenation is to offer the client a degree of value that accelerates the cost of operations so hence in consequence in net income border which aid in shriveling economical conditions. The company ‘s border of net income depends on the effectivity of activities related to value concatenation.

The value concatenation theoretical account can be utile term to specify nucleus competences of the houses:

  • Cost advantage:better apprehension of costs and market place house can reconfigure the assign cost for value concatenation in order to do it more effectual.
  • Differentiation:concentrating on those activities related to core competences in order to execute better than the existed rivals. The activities can be policies and determinations, interrelatednesss, preparation and development chances, location, integrating and service and merchandise bringing by concentrating on the superior public presentation of these activities will drive the value of the house and it will assist to keep its place Eve in industrial downswing.

The income which Four Seasons was acquiring from ownership operations was significantly lower than the direction. Due to economic crisis full cordial reception industry was fighting, the overall travel and touristry industry was weak due to September 2001 onslaught on US. Survival of fittest was applicable, if the company ‘s nucleus values, operations and merchandise are stronger than rivals the opportunities were more to last. The overall gross was dropped for Four Seasons but Four Seasons was able to prolong its leading place in gross per available room and gross operating border. The room rate for Four Seasons per room was systematically 25 % higher than its local rival, though economic system was shriveling the company ne’er via media on their room rates and their service criterions. The exceeding quality and strove of Four Seasons hotels gives competitory border to the company and helped Four Seasons to last economic crisis. Four Seasons laminitis Isadore Sharp was adding 5-7 belongingss to the company in malice of unfavorable economic conditions and was anticipating strong recoil in net incomes one time the geopolitical issues stabilise and economic system roar. Forming strategic confederations and amalgamations may hold used as a growing vehicles. Acquisitions, strategic confederation and amalgamations were the options to see for the international enlargements alternatively of new developments, franchising and direction contracts. In that period the traditional industries were worsening it resulted in demands for occupation in cordial reception sector. Hospitality industry became economic growing bring forthing industry in the same period which consequence in investing in cordial reception related existent trades increase significantly. While sing the globalization of cordial reception industry it is necessary to see the impact of political relations and authorities on the industry.

The strategic concern determination by senior direction and laminitis Isadore Sharp and consistent exceeding service and universe category comfortss in all the belongingss operated under Four Seasons trade name helped them to keep its competitory place in the market.

Stakeholder ‘s outlooks:

As we have seen Four Seasons is good established concatenation of hotels with more than 63 hotels and resorts worldwide. The size of concern indicates the figure of stakeholders they have.

A individual, group or administration that has direct or indirect interest in an administration because it can impact or be affected by administration ‘s actions, aims and policies is known as stakeholder. For Four Seasons following can be the cardinal stakeholders.

Stakeholders for Four Seasons:

  • Employee
  • Customers
  • Suppliers
  • Environment
  • Community
  • Property proprietors
  • Authority ( authorities )

It is of import to make stakeholder direction to carry through outlooks of stakeholders. There are two major elements of interest holder direction:

Stakeholder analysis:it is a technique to place cardinal people who can or can be affected by undertaking.

Stakeholder planning: to constructing support from company ‘s side that helps in success.

As portion of interest holders analysis it is of import to place who are the stakeholders for your company. After placing stakeholders the following measure is to prioritize the stakeholders for your company as possible stakeholders. It is besides of import to analyze the stakeholders in order to understand their involvement and outlooks from the company. Four Seasons four pillar concern scheme is a best illustration to fulfill stakeholder ‘s outlooks.


The Golden Rule one of the Four Pillar ‘s concern scheme is“Treating others as you would wish to be treated” .This scheme aims for the employee satisfaction as they understand guest satisfaction is dependent on employee satisfaction. The aureate regulation was based on the basic human value of common regard. As Four Seasons believe their greatest assets and key to their success is their people. It is non possible to fulfill their guest all alone it is a united attempt of squads. They have their ain concern faculty to fulfill their employees. Proper organizational construction makes departmental and intradepartmental communicating more effectual. Staff ‘s jobs and troubles are considered at higher degree. Equal chance and good designed preparation and development chances are available in all The Four Seasons belongingss. The Four seasons laminitis visits each belongings and listens to staff jobs and suggestions and he guarantee that employees holding full liberty. These people direction accomplishments motivate and fulfill employee demands.

Training and development programme for Four Seasons helps employees to achieve coveted criterions and accomplishments and besides to plunge them in company ‘s civilization. Career growing is given highest precedence in order to retain and development of their employees. The assorted programme and growing chances are designed and implemented to heighten the accomplishments and public presentation of their employees.

The well planned Human Resource schemes, healthy working conditions, proper communicating system, benefits, fringe benefits and bundles with all direction attempts to actuate their staffs helps in retaining their employees. Job enrichment programme sing employees outlooks is the chief policy for The Four Seasons.


Customer satisfaction is a necessity for any administration to be successful. The 3rd pillar of Four Pillar concern scheme explicate us about uncompromised client service demonstrates their success is depends on client service. As Four Seasons is luxury trade name the services and comfortss offered by the trade name are high criterions. To fulfill Customer Company needs to run into all their outlooks. As Four Seasons service and trade name image gives competitory border to the company guests has certain outlooks about their decor atmosphere and service quality, as trade name defines consistent service quality worldwide invitees will anticipate the same in return.

To fulfill your patronage it is necessary to prioritize the patronage harmonizing to market portion. As Four Seasons mark patronage is concern, corporate and leisure travelers they have to analyze their demands and wants and so they can seek and carry through them. Company needs to keep the same degree of service that they provide when they foremost earned the concern as their client base grown. The consistent uncompromised client service and merchandise bringing of Four Seasons helps to win trust of their clients. Bing prompt and round the clock service bringing from skilled staff is an added advantage for the Four Seasons.

Excellent communicating when you communicate with your client by supplying touchable information about the service and merchandise demonstrates that the company value their clients. Traveling excess stat mi and invariably introducing new attacks to experience their concern and leisure travelers at place off from place attitude in all the Four Seasons belongingss worldwide.

Well planned guest satisfaction study and sing little inside informations of client advised on high precedence to do service more productive and efficient. Monitoring the provided service by enigma shoppers and uninterrupted consideration for heightening service and merchandise quality for Four Seasons make them run into the client outlooks all the clip.


There are figure of providers for cordial reception industry and it is necessary to see their outlooks to procure long term relationships.

Supplier ‘s outlooks can be met by:

  • Understanding each other ‘s demands and wants.
  • Continuous betterment in procedures.
  • Supplying clip frame needed for work to be done.
  • Offering competitory cost along with both pre-purchase and post-purchase support.
  • Enhancing medium of communications and supplying trust and support needed in concern operations.

The sizes of Four Seasons indicate the sum of providers they have to cover with for their merchandises. For effectual and smooth operations it is necessary to hold long term relationships with the providers, if the administration fails to run into provider ‘s outlooks they have to confront an extra cost of altering providers. It is ever good in concern to work on common apprehension of both the company and providers.

Environment and community:

At Four Seasons, corporate values are much more than a programme or a policy -they define who we are and inform the determinations we make. The company strive to hold positive and ageless influence on community in which they operate, people who they employ and serve worldwide.

Four Seasons helps to affect their invitees and employee in common aim to salvaging and protecting the planet. Four Seasons concern patterns are sustainable that helps to conserve environment, natural resources that reduces impact on environment. Apart from this The Four Seasons have recycling workss where they recycle glass and documents.

By holding self-asserting economic impact Four Seasons is committed to being responsible towards the community in which they operate. They offer advanced preparation and mentoring programmes for immature people and observe a diverse civilization with people who are in demand. Four Seasons yearly raises important financess and consciousness for malignant neoplastic disease research whose chief purpose is to eliminate malignant neoplastic disease from the universe.

Property proprietors and Authority ( Government ) :

To run in smooth concern environment a trade name needs to see outlooks of belongings proprietors, the local authorities and legal processs. Four Seasons size indicates the legal formality it needs to cover with authorities of every state in which it operates.

Recommendations to Four Seasons:

The long term aim for Four Seasons is to go a“World ‘s best Global Hotel Company” .The Four Seasons manager of world-wide operations Wolf Hengst says“Down rhythms really provides us with chances for accelerated growing to strengthened merchandise and to turn in new markets.”The chief purpose for Four Seasons is to spread out globally, but in current economic conditions it is a challenge to purchase or to develop new belongingss. When administering merchandise overseas it is of import to acquire right distribution theoretical account i.e. to administer your merchandise worldwide through right distribution channel.

Distribution theoretical account:

  • Franchising and licencing the merchandise:

It is an effectual low cost growing medium for epicurean branded and service merchandise. Once the concern is established licensing and franchising can understate the hazard related to failure and is demands low cost as comparison to purchasing and developing new belongingss.

  • Forming an confederation:

Forming Strategic confederation with similar type of concern can be a successful manner to spread out easy. It besides improves entree to capital, installations, engineerings and expertness by bettering hard currency flow. It helps to beef up the relationships with cardinal providers and clients. It involves low cost and much easier if it has been done on right degree.

Marketing schemes:

To increase the market portion or to maintain bing market portion it is necessary to develop selling schemes. It is of import to construct international consciousness for Four Seasons trade name to develop local market potency. The aim for marketing scheme can be to pull the group of corporate concern travelers and leisure travelers as these are their mark clients. This can be accomplishing by forming preparation and development chances for the local and planetary gross revenues force.

Enhance engineering:

Due to increase in competition it ‘s of import to maintain your concern up-to-date with latest engineerings and promotion. Research and development chances and latest engineerings ever provide a competitory border for the concern.

Fiscal aims:

Practicing following fiscal aims can be good to accomplish success in the concern

  • To keep policy of revenue enhancement efficiency.
  • To analyze prudent hazard profiles for investings.
  • To put in new inventions and engineering.
  • By keeping low cost of capital.

Hazard direction:

Hazard = Threats X Vulnerabilities X Impact.

The decrease of any one of above factor will ensue in important decrease in Risk.

Risk Management is a core portion of any administrations strategic direction. It is about turn toing or placing hazard related to the concern procedures and measuring its overall impact on the concern and doing right determination about appraisal. Risk direction is an on-going procedure it increases with addition in the concern. For successful concern it is necessary to transport out hazard direction at every phase of the procedure before doing any large move.

Eco friendly:

Four Seasons already have strong committednesss to the environment in which it operates. The company already possessing recycling workss and green policies, they can seek constructing new belongingss as environmentally friendly as possible which will assist them to heighten their trade name equity.


Four Seasons Hotels and Resorts has spent about 50 twelvemonth heightening their trade name civilization and repute based on regard. The civilization, Global scheme and trade name value are built-in portion of their success worldwide. As Four Seasons says“The best is yet to come.”They still have many chances to turn but due to unstable economic and planetary political conditions hazard is besides related to it.

The focal point of company is to put in new direction understanding and to heighten current direction contracts, it is possible when the economic place will stable. Their belief is to accomplish just and sensible net income to guarantee prosperity of the company, and to keep long term relationship with their clients, employees, stockholders and hotel proprietors.

To do its manner through tough and ambitious conditions Four Seasons civilization and trade name value will stay as a competitory border for the company.


  • hypertext transfer protocol: // my_path_info=chr/research/casestudies/Four_Seasons_Final.pdf
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: //
  • hypertext transfer protocol: // imgurl=http: // % 2520Management % 2520Cycle.jpg & A ; imgrefurl=http: // % 3Fp % 3D158 & A ; h=2545 & A ; w=2557 & A ; sz=331 & A ; tbnid=Evr6eM1vz4_rYM: & A ; tbnh=149 & A ; tbnw=150 & A ; prev=/images % 3Fq % 3Drisk % 2Bmanagement & A ; hl=en & A ; usg=__DZTGNsulrvfUksuE9RnU6BpNNNA= & amp ; ei=zZlAS8-EJaH00gTeosySBQ & A ; sa=X & A ; oi=image_result & A ; resnum=5 & A ; ct=image & A ; ved=0CCQQ9QEwBA
July 16, 2017