four seasons hr case - TO FROM DATE SUBJECT Nick Mutton...

Info icon This preview shows pages 1–3. Sign up to view the full content.

View Full Document Right Arrow Icon
TO: Nick Mutton, Executive Vice President of Human Resources, Four  Seasons FROM: Deborah Mitchell, Director of Human Resources, D.C. Four Seasons  DATE: September 6, 2004 SUBJECT: Technology in the Workplace Over the past five years, technology in almost every area of business has not only  become more important, it has become expected by society. For Four Seasons, a  company that is focused on going above and beyond the norm of customer service and  personal attention, technology has become both a help and a hindrance.  I want our Four Seasons property to have the best technology for the employees to use to  work with customers and with each other more quickly and efficiently, however, I do not  want them to get so caught up in the technological aspects of service that they disregard  the personal aspects of it.  Some of the aspects that we are either presently using or  considering using include: Website reservations vs. human interaction Email vs. telephone Selection Training Incentives and Rewards Career Planning These aspects will be explored in terms of how they are presently affecting our company,  as well as how new technological ideas may affect us in the future. Company Website and Reservations Our company website continues to improve, becoming more easily navigable and simple  for making reservations. Using this website to make reservations, however, takes away  from the customer relations that we pride ourselves on. Recently, Four Seasons has developed an online reservation system and photo-enhanced  website. It has proved to be beneficial to the company because it not only saves them 
Image of page 1

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
labor-related money, it allows customers to see what each room looks like before they  even arrive at the property via digital photographs. Not to mention that it helps customers  make a reservation quickly and efficiently, relaying to them the message that we  recognize that their time is valuable. On the other hand, when one makes their reservation online, there is no personal  interaction between customer and employee—which is very important to Four Seasons.  The telephone conversation for making a reservation used to be the hotel’s initial display  of outstanding and accommodating customer service. However, by telling customers to  use the online reservation system, we are taking that first interaction out of the equation  completely.
Image of page 2
Image of page 3
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern