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

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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 
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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. Email
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This note was uploaded on 10/31/2007 for the course H ADM 211 taught by Professor Sway during the Fall '07 term at Cornell University (Engineering School).

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

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