1. What Makes This Business so Great? Alexis Tania Maria Tierra Maria Tierra

2. Treat every customer as a Treat every customer as a special guest special guest Believe in- Believe in- A personal, down-to-earth hotel. A personal, down-to-earth hotel. Adopted four strategic decisions: Adopted four strategic decisions: the pillars of its business platform. the pillars of its business platform. Ny Hk Dub Nm

3. Quality- Quality- -Small, central, and well-appointed, with friendly, -Small, central, and well-appointed, with friendly, personalized 24-hour service personalized 24-hour service -Four Seasons Focus: being the best in -Four Seasons Focus: being the best in each location, with medium-sized hotels of each location, with medium-sized hotels of exceptional quality. exceptional quality. Service- Service- -True luxury is defined not by architecture or décor, -True luxury is defined not by architecture or décor, but by service. but by service.

4. Culture- Culture- -Shared values are essential to the service culture -Shared values are essential to the service culture -Founded a formal credo based on the Golden Rule: -Founded a formal credo based on the Golden Rule: We treat others-all others: customers, employees, partners, suppliers-as one would wish to be treated. partners, suppliers-as one would wish to be treated. The Brand itself- The Brand itself- -To grow as a management company and build a brand -To grow as a management company and build a brand name synonymous with quality. name synonymous with quality.

5. Strive to bring out the best in Strive to bring out the best in - use their own judgment to create experiences for our - use their own judgment to create experiences for our guests that are truly exceptional. guests that are truly exceptional. Trust- The foundation of the relationship between their management team and employees. Trust- The foundation of the relationship between their management team and employees. Multiple interviews done Multiple interviews done -to find out what motivates people -to find out what motivates people - Job skills can be taught later. - Job skills can be taught later.

6. Supporting Sustainability- Supporting Sustainability- Planted 10 million trees: -to involve employees and guests in the common goal of preserving and protecting the planet.

7. Building a Community- Building a Community- Have relationship-building meetings and events: -Growing Together: Voluntourism in Costa Rica Four Seasons Resort Costa Rica at Peninsula Papagayo on a mission to provide textbooks for every student in its community.

8. Advancing Cancer Research- Advancing Cancer Research- The Marathon of Hope: -Goes around the world When staff arent tending to guests, theyre busy raising money for the Christus Stehlin Foundation, an organisation dedicated to improving cancer treatments for patients.

9. The first Four Seasons hotel opened in 1961 in Toronto, Canada Isadore Sharp Founder and Chairman Isadore Sharp is its founder and chairman

10. The Golden Rule: Treat all people as you The Golden Rule: Treat all people as you would wish to be treated would wish to be treated

11. Started with the Founder Started with the Founder Continued with the other managers Continued with the other managers Branched out to the Employees and then to the Customers Branched out to the Employees and then to the Customers Kathleen Taylor President and Chief Executive Officer Jim FitzGibbon President Worldwide Hotel Operations Nick Mutton Executive Vice President Human Resources and Administration Scott Woroch Executive Vice President Worldwide Development John Davison Chief Financial Officer and Executive Vice President Residential Antoine Corinthios President Europe/Middle East/Africa Susan Helstab Executive Vice President Marketing

12. Adopting the four strategic decisions which became their platform for how they did business. Adopting the four strategic decisions which became their platform for how they did business. Meetings and Events Meetings and Events Fundraisers Fundraisers Treating their employees well and through personal examples Treating their employees well and through personal examples

13. If you treat the employees well they will make life for the customers extraordinary If you treat the employees well they will make life for the customers extraordinary

14. Rather than being all things to all people, Four Rather than being all things to all people, Four Seasons would focus on one thing: being the Seasons would focus on one thing: being the best in each location, with medium-sized best in each location, with medium-sized hotels of exceptional quality. hotels of exceptional quality. True luxury is defined not by architecture or décor, but by service. True luxury is defined not by architecture or décor, but by service.

15. Shared values are essential to the service Shared values are essential to the service culture culture To grow as a management company and build a To grow as a management company and build a brand name synonymous with quality. brand name synonymous with quality.

16. The Founder/Chairman The Founder/Chairman Isadore Sharp Founder and Chairman Kathleen Taylor President and Chief Executive Officer Jim FitzGibbon President Worldwide Hotel Operations Nick Mutton Executive Vice President Human Resources and Administration Scott Woroch Executive Vice President Worldwide Development John Davison Chief Financial Officer and Executive Vice President Residential Antoine Corinthios President Europe/Middle East/Africa Susan Helstab Executive Vice President Marketing The Co-Leaders The Co-Leaders

17. Yes! Yes!

19. 38,000 employees 38,000 employees Yes! Yes! 80 locations 80 locations 35 countries worldwide 35 countries worldwide And the list goes on! And the list goes on! Bill Gates Prince Al-Waleed bin Talal of Saudi Arabia $3.8 billion. 95 percent Sharp owns the rest. In August 2010, Kathleen Taylor was appointed CEO of the company. Brand name

20. Yes! Yes! The secret for our success is not secret. It comes down to one principle that transcends time and geography, religion and culture. Its the Golden Rule-the simple idea that if you treat people well, the way you would like to be treated, they will do the same. The secret for our success is not secret. It comes down to one principle that transcends time and geography, religion and culture. Its the Golden Rule-the simple idea that if you treat people well, the way you would like to be treated, they will do the same. Isadore Sharp Founder and Chairman

21. (1997-2011). Four Seasons Hotels Limited. Copyright © All rights reserved. http://www.fourseasons.com/about_us/