A+ Assignment Presentation

members:Marian Cruz

Jennylin AtizenzaMoon hee kim

Jian zhang

Four Seasons Hotels and Resorts

Four Seasons is a Canadian-based 5-star luxurious company for work and pleasure seekers alike.

They operate 90 properties in 36 countries and derives most of its business – 69 percent – from business travellers, with the made up balance from the leisure sector

Major services provided are meetings and events for business travellers; wedding packages and Spa services for leisure travellers

The original Four Seasons, in Toronto, closed earlier last year and opened a new one October 2012; the new flagship of Four Seasons

Services provided for Couples

Provides wedding planning process with exceptional wedding packages as well as before and after wedding events such as

engagement and honeymoon Provides exceptional services for couples who want to spend

their anniversary at the hotel Generally creates an A-plus value experience for customers

Improvement Strategies “By most accounts, this was a 5 star experience. However, if you are a

wheelchair user, it might be a bit problematic...the bathtub is really too deep with a narrow edge that makes transferring impossible… the shower had a very narrow door and a lip that made transferring to a shower chair (that the staff brought up for us to use) very difficult.”

Offer “Symbolic Atonement” Give some token that recognizes their inconvenience Send a personalized letter of apology as a way of recognizing the

inconvenience happened and assure them that their feedback is greatly valued

Discuss to the management on how to fix the problem – rebuild some facilities to help the guests with disability

Limitation: The budget and time to rebuild the facilities

Improvement Strategies

Delivery Charges

”…I politely questioned it… and voice on the phone was adamant. Upon check out I raised the issue again asking for the fee to be waived and the staff member at the desk said she would remove it and speak to her manager about it. Later when I came back to collect my checked bags, the same staff member informed me that the charge would indeed go back onto my bill as it was hotel policy.”

Use techniques to enhance message clarity Provide a reasonable explanation. Don’t just say “it was a hotel policy”. Provide an alternative solutionReassure the guests that you will talk to the manager about the situation

Discuss it with the management

FOOD AND BEVERAGE

“Restaurant-wise, the food is good. I did order to go two orders of the hummus for a potluck I was

attending later in the day though, and the order was $45. I probably should have checked the price first, but for that money I might as well buy myself a food processor, chickpeas, garlic and olive oil and make it in my room. This hotels food and beverages are really pricy. Overall, the hotel is very nice, but it didn't meet

my expectations for the newest hotel in Toronto.” -Victor T.

Improvements

Build A-plus Value Add-ons- Instead of giving the customer what they expect give them

something unexpected that they may need.-The best kinds of free add-ons are those with high perceived value

and low cost to the business. Like for instance: if the customer order a big platter of breakfast the add-ons might be free drink or

free coupons for the next visits.

 Build A-plus Value with Memorable Experiences

Four seasons hotel is famous for there “Café Boulud”. “Café Boulud” is inspired by Daniel Boulud. This is one of the core product of Four

seasons.Smart companies are connecting with their customers through experiences. An experience occurs when the company’s core

products are as props to engage individual customer’s in a way that creates memorable experience or event.

Events

“ I recently attended a wedding at the Four Seasons Toronto...

heard from members of the bridal party that the hotel was difficult for out-of-town guests to enjoy, with stark rooms, complicated

elevator banks and key systems that no one could make sense of. It's worth noting that the event

spaces span multiple floors, instead of being centrally located

and easy to navigate. My party had to cram in an elevator with a

dozen guests to get from the ceremony to the cocktail hour and then got lost on our way

from the reception to the parking. “

 - Rachel C.

 

Improvements Go beyond: offer “Symbolic Atonement”

Sometimes in terms of this kind of situation you cannot fully repair the

damage that had been done, but by using the “Symbolic Atonement” means giving something to the customers to make up

for the problem they have had. Symbolically indicates that you or the

business is trying to resolve the problem even though It’s done. It’s the

“something extra” you give appease the customer and help win him/her back. Like For instance: Give a gift card of

merchandise to repay for any inconvenience.

And also Acknowledged the customer’s inconvenience and thank him or her for

giving you the opportunity to try to make it right.

Pool

Provide a indoor relaxation pool and a whirlpool. People can overlook the city through

floor-to-ceiling windows. Enjoy an early morning dip or just bring

a favourite book to read poolside.Hours is daily 6:00am to 10:00pm.

“The pool area, although very nice also had limited quality service, there was one pool attendant who took food/beverage orders. During the weekend I spent there I ordered lunch, which was incorrect and I had to send back after waiting 40 minutes for it, its inconvenient, also the water is not very clean sometimes”

Improvement Strategies Provide more pool attendants on the weekend. Change the water of the pool everyday. Try to fix the problem and provide the excellent

and exceptional service for the customers

SpaAesthetically simple and serene, the

spa, our sun-filled urban retreat, is the largest luxury hotel day spa in toronto.

with over 2,787 square meters (30,000 square feet) of relaxation opportunities.

The spa offers 17 spacious treatment rooms, two steam rooms, and a salon with hair, manicure and pedicure stations.

“I gotta say....not so impressive. The food in the locker room is a dirty tray of handled biscotti along with tea that has no sugar, milk or lemon anywhere nearby. Quite disappointing.”

Improvement Strategies Clean the tray of handled biscotti

everyday. Provide some sugar milk or lemon with

the tea. Prepare different foods for the

customers.

“It was a nice room but it smelled like dirty socks even after i tried air ing.it out for nearly 2 hrs. Went downstairs, again, complained, again, & they pretended they had no idea the room smelled! So they offered a basic room from my deluxe on the 10th floor which was awful!”

-Unknown

Improvements Maintain Healthy Attitude about Customer Recovery -Chronic Complainer The attitude of Four Seasons should need to be careful and quick.

Customers always want to resolve their problems quickly and they do not want to waste time for waiting.

The management and the front desk employees need to have the ability to handle such customers. Good teamwork within the internal customers should be available in order to serve their guests better.

So as not to repeat the same problems, employees should be provided more training in housekeeping. This may add additional costs for the management but the loss of customers are far more expensive to have.

“Negative is that I had requested a smoking room and there were none left in the deluxe category when I arrived at 6 pm and elected a non-smoking room and did not bother to change as they offered to me.”

-Unknown

ImprovementsFeel Their Pain/ Resolve the Problem Four Seasons employees should take their customer

consideration and listen attentively. To resolve the problem, they can offer the guest discounts for

using a smoking room the next time they stay at the hotel. For customer appreciation, the company can prioritize the client in

terms of check-in and other services to compensate for the prior negative experience.

conclusion In Conclusion for the near future every customer’s matters so far every complains

a company gets, employees should really be more familiarize on how to handle them. Like for instance: You can offer promotions and reduce your rates to attract new

customers but unless you can get some of those customers to come back, your business won’t be profitable for long. Let's face it, if we don’t take care of our customers, someone else will. Good customer service is all about bringing customers back. This

involves sending them away happy – happy enough to pass positive feedback about your company to other potential customers, who may then try your products or service for themselves and in their turn become repeat customers. Sometimes customers are very demanding but you have to make customers satisfied and delighted. Being polite and have a positive attitude can also be a better solution for complaints. We can also apply listening skills. Take time to listen carefully to what others are saying through both their verbal and non-verbal communication. And also Be aware of the words you are using when talking to others. Could you be misunderstood or confuse the issue?  Practice clarity and learn to seek feedback to ensure your message has been understood.

For us, looking for reviews would really help us to be better to any kind of industry we will take. Not just reviews and also getting customers feedback can also contribute on employee’s improvements. Sometimes we all look for positive feedbacks but its actually negatives feedbacks that can help the most.

Work cited

http://www.fourseasons.com/toronto/

Four Seasons Hotel and Resorts. “Four Seasons Experience.” Four Seasons Hotels Limited.1997-2013. Web. 30 November 2013

Four Seasons Hotel and Resorts. “Weddings.” Four Seasons Hotels Limited. 1997-2013. Web. 30 November 2013.

Rooney, Jennifer. “How Four Seasons Is Staying Ahead of The Game In Luxury Hotels.” Forbes. 19 June 2012. Web. 30 November 2013.

Pigg, Susan. “Toronto’s contemporary new Four Seasons Hotel opens doors.” thestar.com/business. 5 October 2012. Web. 30 November 2013.

Four Seasons Hotels and Resorts. Accommodations. Four Seasons Hotels Limited 1997-2013. Web. 02　　　　 Nov.2013

Tripadvisor.ca. “Four Seasons Hotel Toronto.” Write a Review. 2013 TripAdvisor LLC All rights reserved.　　　　 Web. 02 Nov.2013

TravelPod. “Historical Traveler Reviews.” Four Seasons Hotel Toronto. 1997-2013 TravelPod.com. Web. 02 Nov.2013

CDPRP12. “Five Star With Exception for Wheelchair Users.” Rev. of Four Seasons Hotels and Resorts Toronto. tripadvisor.ca. Oct 2013. Web. 30 Nov 2013.

Timm, Paul R. “Exceed Customer Expectations with Information.” Customer Service: Career Success 　　　　 Through Customer Loyalty. 5th ed. 2011. Print.

Timm, Paul R. “Recover the Potentially Lost Customer: Here’s an Opportunity for You.” Customer 　　　　 Service: Career Success Through Customer Loyalty. 5th ed. 2011. Print.

TTTraveller76. “4, not 5 stars, but very nice.” Rev. of Four Seasons Hotels and Resorts Toronto. 　　　　 tripadvisor.ca. 4 Nov 2012. Web. 30 Nov 2013.