As tourists walk across the Széchenyi Lánchíd Chain Bridge in Budapest, Hungary, they approach the stunning Gresham Palace. The Four Seasons Hotel Gresham Palace obtains a remarkable site due to the panoramic view of the famous Danube River, Buda Castle, and Fisherman’s Bastion from the front rooms of the hotel. As you enter this Four Seasons, your eye is drawn towards a glass atrium leading up to the front desk. A crystal chandelier is in the center of this atrium and further adds to the grand interior architecture and design of the hotel. After having the opportunity to walk through the Four Seasons Hotel Gresham Palace and stay in the Four Seasons Firenze, I understood why this hotel chain is one of the most well known in the world. The Four Seasons brand is one of luxury and is a part of one of the most influential industries in the world: hospitality. However, even though this hotel chain is luxurious for customers, the hospitality industry the Four Seasons falls into entails poor employee wages, high employee turnover, and lack of stability. Furthermore, this industry has created mass tourism leading to social discrepancies, economic dependencies, and weakened culture. Thus, is the Four Seasons Hotel Chain ethical for partaking in an industry that has led to such problems? Should the Four Seasons shift their attention from customers to employees in order to address industry concerns?
Brand and service standards are very important to uphold in the business world. Micah Soloman’s Forbes article How Ritz-Carlton And Four Seasons Empower Employees And Uphold Customer Service Standards discusses an ideal way to develop training and enforcement programs for standards. This ideal system is called PEPI. PEPI is an acronym for purpose, enforce intelligently, peer pressure, and input. Soloman describes these key phrases as:
“Purpose: Employees have a clear sense of purpose—and how the standard fits into it.
Enforce intelligently: Keep things visual, train, and reinforce.
Peer pressure: Positive peer pressure is a must.
Input: Employees are able to have a say in the refinements, changes, and even possible future abolition of the standard.”
Do you think the Four Seasons hotel sufficiently meets the PEPI standards?
Hello, welcome to the Four Seasons!
As you walk off of Borgo Pinti and into the Four Seasons hotel in Florence, Italy, you are immediately greeted and welcomed by the staff. As you make your way to the front desk, your eye is drawn towards a statue resembling Michelangelo’s Bacchus statue in the Bargello Museum in Florence. The statue is in the center of an atrium and is surrounded by floral arrangements and provides seating for guests to sit and enjoy the grand interior architecture and design of the hotel. After having the opportunity to stay in the Four Seasons Hotel Firenze, I understood why this hotel chain is one of the most well known in the world. Have you stayed in a Four Seasons Hotel? What was your experience?