Our Mission Create a unique experience that anticipates the needs - - PDF document

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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.

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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.

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The Four Seasons Pillars of Success Brand Quality Service Culture

Brand

• Management company.
• Conservative growth .
• Long-lasting & high quality
• perations

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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

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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

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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

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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

• ur 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

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Selection Process

Human Resources Department Head Division Head General Manager

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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; traits an employee or manager needs to have no matter what position. represent knowledge and skills for a particular job and are different for each employee position.

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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

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.

Human Resources Mission

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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

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Employee Experience

Community Outreach

Employee Experience

Fun & Connectivity

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Employee Experience

Work Life Balance

Employee Experience

Communication

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Employee Experience

Recognition

Employee Experience

Wellness

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Employee Experience

Work Enviroment

Training

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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

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Resort Awards in past years

GALLIVANTER´S GUIDE

Best Resort in all of the Americas

CONDE NAST TRAVELER

Best Resort in Central and South America

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

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Blue Water Innovation Reaching out to the community

“Creciendo Juntos”

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Reaching out to the community

“Creciendo Juntos” Visiting and painting schools

Reaching out to the community

“Creciendo Juntos” Helping families

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Reaching out to the community

“Creciendo Juntos” “Libros Para Todos”

Questions?