The Story of A Business PhilosophyBook - 2009
Isadore Sharp answers these questions in his engaging memoir, which doubles as a powerful guide for leaders in any field. He recalls the surprising history of his company, starting with its roots in his father's small construction business, which Sharp joined after getting a degree in architecture. Shifting into hotels wasn't easy, and he learned by trial and error.
His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Sharp realized that customers would gladly pay extra for a "home away from home" experience. But that would be possible only if everyone--from managers and supervisors to bellmen, servers, and housekeepers--was fully engaged. The front-line staff, who have the most contact with guests, can make or break a five-star reputation.
Readers will be fascinated to learn how Four Seasons does it, year after year, in more than 30 countries around the world.