The Story of Four Seasons
How did a company – whose first property was a modest motor hotel in downtown Toronto – evolve into the world’s leading operator of luxury hotels? |
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The Story of Four Seasons
How did a company – whose first property was a modest motor hotel in downtown Toronto – evolve into the world’s leading operator of luxury hotels? |
Category: Worldwide - Exclusive experiences
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This is a press release selected by our editorial committee and published online for free on 2018-01-10
The story of Four Seasons Hotels and Resorts is a tale of continuous innovation, remarkable expansion, and a single-minded dedication to the highest of standards. For more than 50 years, the Canadian-based company has transformed the global hospitality industry by combining caring service with the finest traditions of international hotel keeping. In the process, Four Seasons has re-defined hospitality for the modern traveller.
The Story of Four SeasonsIn 1961, Four Seasons Hotels and Resorts opened its first property, a motor hotel in downtown Toronto, Canada. Designed to serve the new generation of international business travellers, the Hotel’s modest exterior belied its revolutionary offering: personalised service, geared to easing the stress of business travel. The brainchild of Isadore Sharp, the company’s Founder and Chairman, the property set the stage for a new type of hotel experience.
The success of the company’s first hotel in Europe, the Inn on the Park – now known as Four Seasons Hotel London at Park Lane – cemented the company’s future course. Having entered a market dominated by large, traditional establishments, the Hotel’s intimate size, spacious rooms and friendly staff attending to every wish, made it an instant success. Four Seasons had found its niche: mid-size hotels of exceptional quality offering distinctive service.
As it expanded, Four Seasons became the first hotel company in North America to introduce now-standard items such as bath amenities, robes and hair dryers. It was also the first to provide European-style concierge services and 24/7 in-room dining. Twice-daily housekeeping, one-hour pressing and round-the-clock laundry and dry cleaning service are additional guest services introduced by Four Seasons long before any other luxury hotel operators, and still unique in many of the destinations where it operates.
The first custom made Four Seasons mattress debuted in 1984, and has been the standard bearer for a night of perfect repose in all of Four Seasons hotels since then. In 2014, Four Seasons introduced a fully customisable sleep experience features an innovative technology that allows guests to choose the firmness of their hotel bed. The new Four Seasons Bed will be available in all locations by 2015.
In 1982, the company launched Four Seasons residential options, offering full or fractional ownership of exclusive city and holiday homes, combined with the personalised service of a Four Seasons hotel. With the success of these private residences, created in some of the world’s most desirable locations, the company has demonstrated the same ability to set service standards in residential ownership as it has in hotels and resorts.
In 2012, the brand took its service model to the skies with the introduction of private jet tours, and in 2015, the hotel industry's first fully branded private jet - the Four Seasons Jet - will begin transporting guests on around the world and themed regional tours, with stays exclusively at Four Seasons hotels and resorts.
The Secret of Success
The company’s finest achievement is the people it attracts: “Early in the company’s history we decided to focus on redefining luxury as service, and that became our strategic edge,” explains Sharp. “To deliver on that promise, we realised we needed to harness the ‘best of the best’ – employees who are dedicated, committed and inspired to deliver great service.”
Several decades ago, Four Seasons introduced a mission statement based on The Golden Rule: To treat others as we’d wish to be treated ourselves. “The Golden Rule guides our interactions with our guests, our business partners and investors, but most importantly – with each other,” says Sharp. “We also believe in investing in our employees and promoting from within. Many of our senior managers began their careers with Four Seasons and continue to be culture ambassadors.”
As a result, Four Seasons has been included in FORTUNE magazine’s ranking of the best companies to work for in America every year since the survey began in 1998. And Four Seasons continues to receive awards and accolades from travellers and industry experts on a global basis: in 2013, travellers voted Four Seasons Resort Hualalai at Historic Ka’upulehu the #1 hotel in the entire world.
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