[Music] for season Sals experiences really great experiences our goal as a company is to provide the highest level of customized personalized service to our guests we deal in a business of intangibles it's not like I can let you purchase a a room and then you take it home with you it's something that you experience while you're here whether that's just the eye contact or the the smile or knowing that you prefer to have your foam pillow as opposed to a feather pillow we try to really connect with our guests we also believe that a customer
focus cannot be independent of an employee Focus ultimately the service that's delivered to guest is in the hands of our employees each and every one of them daily responsible for coming to work uh to care for our guests to really look to meet all of their needs whatever those may be our people are our most valuable asset without them we know that we're nothing it doesn't doesn't matter if we have a beautiful building if I don't have a person who is genuinely hospitable our guests aren't going to want to stay here so it's up to
us to really make sure we find that right personing when we hire new recruits at Four Seasons we're really focusing on hiring for attitude we spend an awful lot of time and an awful lot of effort at a very high cost to make sure we're selecting the right people hospitality is one of those things that you can't fake so it's about finding that person who is genuinely caring and genuinely wants to help and to serve I can't train people on how to [Music] care so we do a lot of things as a business to take
care of our employees we do a lot of uh special events recognition is a huge part of what we do call ciras has been promoted from guest relations manager to catering we focus a lot in career development part of our employee benefit is the complimentary rooms policy where employees at all levels have an opportunity to visit another four seasons and be treated like a five-star guest the proof is really in a number of areas when you look at the investment in our employees uh we have very very low turnover so we have long serving employees
who are familiar with our guests and our business it means they are much more highly trained the costs of retraining and rehiring are eliminated from the business we also with the levels of customer service we provide are able to charge a premium for our rooms and Suites because our guests are prepared to pay extra for that support network that our employees provide [Music] them
