Name Lucia Veronica Denis Senwayo Student Number

2B4047

Case Name

Four Seasons Goes to Paris Date 2014.10.12

Memo1. What is like to stay a Four Seasons?

Four Seasons generally operates midsized luxury hotels and resorts, providing

consistently exceptional service: high-quality, truly personalized service to enable

guests to maximize the value of their time. Four Seasons also try to mixture it’s

international standards with cultural aspects of each location. So, staying at Four

Seasons seems to good, confortable and amazing.

2. What made four Seasons successful over the last 30 Years?

Divers factors have contributed to the success of Four Seasons over the last 30 years.

Four Seasons has had an exceptional structure and management team that was

able provide and maintain high quality service standards at each property in a

cost-effective manner.

Diversity and Singularity - While the essence of the local culture may vary;

the process for opening and operating a hotel is the same everywhere. Each

hotel is tailor mad and adapted to its national environment. So, Four Seasons

has done an exceptional job adapting to local markets.

Globally Uniform Standards - The seven Four Seasons “service culture

standards” expected of all staff all over the world at all times. Four Seasons

had 270 core worldwide operating standards. Exceptions to the 270 standards

were permitted if they made local sense. Due to Four Season's extensive

coverage, standards were often written to allow local flexibility, which has

contributed their success.

Delivering “Intelligent, Anticipatory, and Enthusiastic Service” Worldwide - an exceptional, personal service that puts the customer above all. Four Seasons offers a “just for you” service, which takes ‘intelligence service’ to a whole new level.

Human Resources and “The Golden Rule” - Human resource management at

Four Seasons started and ended with “The Golden Rule,” which stipulated that

one should treat others as one would wish to be treated.

3. How do you feel about the way Four Seasons entered the Paris/French

market? What was good and/or bad about the entry strategy, and why?

The entry strategy was very important and absolutely right, considering that it would

have been difficult to gain a permission for new building in Paris to make a hotel.

Since they look for the highest possible quality assets in the best locations, the

George V was perfect. It established them very powerfully in the French capital. Four

Seasons paid tribute to the George V Palace Landmark by redesigning the interior

while the facade was maintained. Also, they hired a French Designer to signal the

French that Four Seasons understood what they meant by luxury.

Other relevant elements were:

Four Seasons realized the difference between French and American managers

‘styles. Entering in French market implied understanding French labor laws,

business culture, and national idiosyncrasies. This was the reason why they

appointed Didier Le Calvez with a Franco- Français” background and North

American experience.

Four Seasons managers implemented the 35-hour workweek at the F. S.

George V in order to meet the letter and spirit of French law.

Strong recruitment and selection process - high salaries, recruiting young and

open-minded employees, training approach.

Four Seasons launched an employee-of-the month and of the year program;

annual evaluations.

Emphasis on its “Golden Rule” to ensure costumer satisfaction

To promote communication and problem solve, Four Seasons implemented

direct line. Externally, Four Seasons cultivated communication with press

In a diversion from Four Seasons practice, a non-Four

Seasons executive chef was hired.

Four Sean improved guest and employee relationship management

In conclusion, Four Seasons was very successful in implementing various strategies

because of their understanding of how French workers wanted to be treated. Their

entry strategy was successful because it helped to build a French hotel with international

standards without causing any unsolved problems. So, They used cultural cocktail to create a

French hotel with also international features.

4. Are the lessons from this case applicable to firm entering markets other

than France? If yes, how, and what types of markets? If not why?

The lessons from this case can be applicable to firm entering markets in other

countries, but it should be adjusted to local market structure. This means that if Four

Seasons decides to move to a different country It should adjusts its standards to the

local practice.

Four Seasons can use the example of France in some Franco countries where the

language and habits are similar to France. On the other hand, they might modify in

different cultures as for example Asian countries. But the international standards

would tend to be similar in all Four Seasons worldwide.

Questions in the Class (if any)