Success is in the People Our Mission Create a unique experience that anticipates the needs of all guests travelling to Peninsula Papagayo to relax and be revitalized through services that are completely reliable, flexible and consistently exceed expectations. 1
How can we claim to be the most successful luxury hotel chain in the world? Who We Are We have chosen to specialize within the hospitality industry, by offering only experiences of exceptional quality. Our objective is to be recognized as the company, which operates the finest hotels, resorts and residences wherever we are located, and to do so profitably. To achieve this distinction we must excel in all areas of our business. 2
The Four Seasons Pillars of Success Brand Quality Service Culture Brand -Management company. -Conservative growth . -Long-lasting & high quality operations 3
Quality To operate only small, medium sized hotels of exceptional quality, and to be the best wherever we locate Quality Benchmarks • Selective in our choice of partners • Quality is synonymous to hardware • Development and construction support from home office • The main drivers at the development stage are location, partner, pleasing design and relevant lay-out • Reader Polls • Awards • Support by business partners • Innovation • Quality expectations are the same for the internal and external guests 4
Service To make service our distinguishing edge and our most significant competitive advantage Service Benchmarks • Service synonymous with software • Creating the company core standards • Standards become second nature because we are passionate • Determine what “good service” or “relevant service” means (GE) • Clearly communicating our goal and train towards it • Culture of accountability • Innovation • Mystery Shopper • Celebrate successes • Awards and Accolades • High loyalty of clientele • Guest Comments 5
Culture To create a culture and work ethic based on the Golden Rule which would give our people, our most valuable asset, a framework within which to pursue the creation of a superior international service culture. People Product Profit 6
What We Believe Our greatest asset, and the key to our success, is the people of Four Seasons. We believe that each of us needs a sense of dignity, pride and satisfaction in what we do. Because satisfying our guests depends on the united efforts of many, we are most successful when we work together cooperatively, respecting each other’s contribution and the importance of our fellow workers. Culture Benchmarks • Forbes { in a survey made from our ee’s 86% would recommend to others to work for the company} • Employee Satisfaction Survey • Direct Line • Empowerment / Moment of Truth • Communication • Pride • Turnover rate • You are in the drivers seat of your own career • Performance Appraisals / Development Plans for good and average performers ensure that we have the right people doing the right job 7
Selection Process General Manager Division Head Department Human Head Resources 8
Behavior Based Interview Process A behavior-based interview focused on specific situations in which the person has experienced before. Instead of asking someone to describe what they would do in a particular situation, we ask them what they actually did in those situations. Two Types of Competencies CORE FUNCTIONAL are interpersonal skills; represent knowledge traits an employee or and skills for a particular manager needs to have job and are different for no matter what each employee position. position. 9
Benefits of Having of Competencies • Fair, removes bias • Explains the job expectations • Works for every position • Establishes emotional control • Eliminates hiring in your own image • Breaks down the work • Assess past performance for future success • Reveals personality and cultural fit Human Resources Mission To promote a culture that manifests the values of the company through the selection, hiring and professional development of our employees, and the execution of activities regarding communication, integration and training, all in all managing to exceed the expectations our our clients and guests. 10
Human Resources Philosophy No discrimination • Equal employment opportunities • Equal development opportunities • Environment free of abuse Open Door Philosophy 1 � Immediate Supervisor 2 � Department Manager 3 � Division Director 4 � Director of Human Resources 5 � General Manager 11
Employee Experience Community Outreach Employee Experience Fun & Connectivity 12
Employee Experience Work Life Balance Employee Experience Communication 13
Employee Experience Recognition Employee Experience Wellness 14
Employee Experience Work Enviroment Training 15
Awards • HARPERS RATINGS 17th Best Family Resort. • SILVER SAGE READERS’ CHOICE AWARDS Favorite Resort/ Hotel Spa in Central and South America • TRAVEL AND LEISURE Magazine : 18 out of Top 100 hotels are Four Seasons. • FORTUNE Magazine : For fifteen consecutive years, we were awarded as one of the top 100 companies to wourk for, based on employee surveys. • CONDE NAST TRAVELER #1 SPA in México and Central America Awards SPA FINDER AWARD “Best Spa in Central America”, “Best Instalations and Best in Golf” SPA MAGAZINE Best SPA in Costa Rica CONDE NAST TRAVELER-Readers Choice #2 out of the 3 best Resorts in Central and South America TRAVEL & LEISURE-World ´ s Best Awards #8 out of the 10 best Resorts in Central and South America TRAVEL & LEISURE Best SPA in Central America 16
Resort Awards in past years CONDE NAST TRAVELER Best Resort in Central and South America GALLIVANTER ´ S GUIDE Best Resort in all of the Americas TRAVEL & LEISURE Best SPA in Central and South America EXECUTIVE TRAVEL “Best Personnel” Blue Water Innovation We seek ideas: • from the whole team • from the heart of each hotel • That concentrate on the client • That are passionate about innovation 17
Blue Water Innovation Reaching out to the community “Creciendo Juntos” 18
Reaching out to the community “Creciendo Juntos” Visiting and painting schools Reaching out to the community “Creciendo Juntos” Helping families 19
Reaching out to the community “Creciendo Juntos” “Libros Para Todos” Questions? 20
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