Four Seasons Case Study
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Case Preparatory Questions and Topics:
1. What is it like to stay at a Four Seasons? Your survey should categorize elements of experiences into two categories: tangible (what) and intangible (how) elements of service.
When I was about ten years old I had the pleasure of staying in a Four Seasons hotel in Miami, Florida. My family decided to go down for the week to visit my relatives and just enjoy the beautiful Miami weather. To this day I have never stayed in a superior hotel than that Four Seasons. Every element of that hotel was absolutely stunning and even though you may think it was because I was young that I am saying this, I can assure you the Four Seasons will “wow” you.
To start, right when we pulled up to the hotel there were people opening our car doors for us and greeting us with a friendly smile. I had never seen this before and thought it was very exciting. As we went inside I was amazed at how elegant and spacious the lobby was. It looked like we were staying in a castle. Next, right away we were up to the reception desk almost instantly, which usually never happens, and were then given our room. Our bags were brought up for us and the room was incredible. The rest of our stay was a blast. They had the most extravagant pool that I still remember to this day, and everything was about 15 to 25 minute from us. We had so many memorable experiences in the area, and each time we returned the doormen genuinely seemed so happy to see us. The restaurant was delicious and so was the room service, which seemed to come immediately after you ordered it. All of these amenities made our stay at the Four Seasons a vacation to remember.
It’s easy to list off the tangible things but what about the intangibles, the things that you cannot see or touch. I would say the most interesting intangible quality was the atmosphere of the hotel. Every time you came or went, all of the employees seemed to be so happy to see you and all the other
Case Preparatory Questions and Topics:
1. What is it like to stay at a Four Seasons? Your survey should categorize elements of experiences into two categories: tangible (what) and intangible (how) elements of service.
When I was about ten years old I had the pleasure of staying in a Four Seasons hotel in Miami, Florida. My family decided to go down for the week to visit my relatives and just enjoy the beautiful Miami weather. To this day I have never stayed in a superior hotel than that Four Seasons. Every element of that hotel was absolutely stunning and even though you may think it was because I was young that I am saying this, I can assure you the Four Seasons will “wow” you.
To start, right when we pulled up to the hotel there were people opening our car doors for us and greeting us with a friendly smile. I had never seen this before and thought it was very exciting. As we went inside I was amazed at how elegant and spacious the lobby was. It looked like we were staying in a castle. Next, right away we were up to the reception desk almost instantly, which usually never happens, and were then given our room. Our bags were brought up for us and the room was incredible. The rest of our stay was a blast. They had the most extravagant pool that I still remember to this day, and everything was about 15 to 25 minute from us. We had so many memorable experiences in the area, and each time we returned the doormen genuinely seemed so happy to see us. The restaurant was delicious and so was the room service, which seemed to come immediately after you ordered it. All of these amenities made our stay at the Four Seasons a vacation to remember.
It’s easy to list off the tangible things but what about the intangibles, the things that you cannot see or touch. I would say the most interesting intangible quality was the atmosphere of the hotel. Every time you came or went, all of the employees seemed to be so happy to see you and all the other