Four Seasons : The Story of a Business Philosophy

by Sharp, Isadore

• ISBN13: 9781591842446
• ISBN10: 1591842441
• Edition: 1st
• Format: Hardcover
• Copyright: 2009-04-30
• Publisher: Portfolio Hardcover

Summary

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.

Author Biography

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 seventy-eight luxury hotels and resorts around the world, with more than twenty-five additional properties under development. He and his wife are prominent philanthropists.

Table of Contents

Foreword	p. xi
Introduction	p. xv
The Immigrant's Son
Lil and Max	p. 3
Max Sharp & Son	p. 15
Rosalie	p. 21
A New Kind of Project	p. 29
Starting At the Top
Murray, Eddie, and Issy	p. 43
London	p. 53
ITT Sheraton	p. 65
Community and Culture
Chris Sharp and Terry Fox	p. 75
A New Business Model	p. 83
Building Our Culture	p. 91
Selling Our Culture	p. 98
The Golden Rule	p. 103
A Competitive Edge	p. 109
A Fresh Approach
Washington	p. 117
The Pierre	p. 125
Bumps in the Road	p. 130
Partners	p. 135
Amenities	p. 141
The Early Leaders	p. 147
Family Developments	p. 157
World Wide Excellence
Hawaii	p. 167
Japan	p. 170
The Caribbean	p. 177
Europe	p. 187
More Bumps in the Road	p. 193
Regent	p. 197
Prince Alwaleed	p. 209
A Few Bad Apples	p. 217
In a League of Our Own
A Great Place to Work	p. 227
Meeting Expectations	p. 231
The Front Lines	p. 235
Marketing Our Brand	p. 239
Continuing Growth	p. 245
Staying Ahead
Creative Crisis Management	p. 253
Our True Competitive Advantage	p. 258
The Best of the Best	p. 265
The New Leaders	p. 268
Three Partners, Four Seasons	p. 275
Afterword	p. 281
Acknowledgments	p. 283
Our Goals, Our Beliefs, Our Principles	p. 284
Senior Staff Tenure by Position	p. 285
Index	p. 293
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