Service Managemnt

Topics: Hotel, Customer service, Hospitality industry Pages: 4 (1160 words) Published: June 15, 2013
Question 5.2
In the Power of Personal Service the four Seasons hotel appears to have developed a long- term strategic advantages over its competitors based on the above proposition. Is Four Season unique in this field and what do you think Four Seasons may need to do if it is copied by others.

With every luxury hotel wanting to be ‘the best’ it take more efforts with promising quality of personalized services to guest. Given in the pressure of such demanding lifestyles, it requires hotels to stand out and deliver differently. This essay talks about the influence of affluent customers and their attraction to, ’The Power of Personalised Services’. This essay shows an example of the Four Seasons Hotels and Resorts using the luxury of personalised services and distinguishing themselves from their competitors. Apart from this luxury the essay will also look, if this distinguished feature is unique in the hospitality field and how can Four Seasons can improve or remain at their present market positioning. This essay is written from the study of this academic article, ‘The power of personal service: Why it matters, what makes it possible, how it creates competitive advantage’, by Barbara Talbott. Power of personal Service in Four Seasons as a competitive advantage Hospitality trends have diverged in a way making personal service a more powerful value intended and being individualistic. The Four Seasons has a unique service culture which is mostly based on the beliefs and perception of the person providing the service and the other who receives it. The Four Seasons hence mainly chooses candidates for fit and has the qualities that deliver attitude. Guest are the most valuable assets of the hotel, but luxury is what our guest valued the most. The power of personal service has it importance as it is based on performance. Performance of a service speaks for the brand and the culture value of the hotel. With numerous interactions with guest the...

References: • Christofferson, J. 2007, "Case Study: How Four Seasons Creates a 'Cycle of Success '", Workspan, , pp. 25-27
• Harmer, J. 2011, Flexible Service at Four Seasons, Sutton, United Kingdom, Sutton.
• Francis, D. 1990, FOUR SEASONS HOTELS OFFERS ROOM FOR GROWTH: Luxury chain attracts loyal clientele through attention to detail, discriminating taste, Toronto, Ont., United Kingdom, Toronto, Ont.
• Four Seasons continues to garner awards 2003, New York, United States, New York.
• Four Seasons is Tops in Customer Engagement, According to 2008 Service Industry Study 2008, , New York, United States, New York.
• Krantz, M. 2005, "Buyers Say Four Seasons is most Luxurious", Meeting News, vol. 29, no. 7, pp. 1-15.
• Shan-Chun, L., Barker, S. & Kandampully, J. 2003, "Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives", Managing Service Quality, vol. 13, no. 5, pp. 423-432.
• Talbott, B 2006, ‘The power of personal service: Why it matters,what makes it possible, how it creates competitative advantage’, CHR Industry Perspectives, no. 1, pp. 5-14.
• These hotels go way past room service 1995, , Dallas, Tex., United States, Dallas, Tex.
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