School Of Hotel Management

Lucknow

Name : Abhay Pratap Singh

Roll Number : 1210561003

A Report On : Four Seasons Hotel Bengaluru

Hotel & Resort Bengaluru
ACKNOWLEDGEMENT

With a deep sense of satisfaction and gratitude to training

manager Mr.Mahesh Anandache & all HOD’s along with
staff members of Four Seasons, Bengaluru for their able
guidance and support during my entire training tenure.I
wish to place on records that the training was imparted in
a highly congenial atmosphere true to the reputation of the
hotel which helped me in learning a lot about hotel
operations. The training has been of immense value to me
and it will be my endeavor to put into practice all that I
have learnt to sharpen my skills and develop my skills as
well as my personality.
It is because of their ardent and consistent efforts I was
able to imbibe so much, which was not possible in such a
short period of time. The training has helped me to
inculcate the right set of skills, knowledge & attitude to
make a career as a successful hotelier.
 INTRODUCTION OF THE HOTEL

Four Seasons Hotels Limited, trading as Four Seasons

Hotels and Resorts, is an international luxury hotel and
resort company headquartered in Toronto, Canada. Four
Seasons currently operates more than 100 hotels and
resorts worldwide.

In a modern glass-and-steel high-rise set along a bustling

commercial street, this upscale hotel is 4 km from
Bangalore Palace and 28 km from Kempegowda
International Airport. Sleek rooms with floor-to-ceiling
windows feature free Wi-Fi, flat-screens and minibars, as
well as sitting areas, tea and coffeemakers, and DVD
players (on request). Suites add separate living space
and/or terraces; 1 has a gym. Room service is provided
24/7.Dining options include a trendy 21st-floor restaurant,
a casual Italian eatery and a chic bar. There’s a spa, an
outdoor pool and a gym, plus a terrace, a garden, and
meeting and event space. Parking is available.
SWOT Analysis

Strength:

• Global presence in diverse competitive market

• Over a period, company has developed its portfolio by
continually exploring
• Making best use out of social media, engaging
consumers with brand & indirectly promoting its Legendary
service through online

Weakness:

• Could face problem in funding its growth

• Being a private company, may face problem while raising
capital and making decisions
• Expensive brand with small target market segment

Opportunities:

• Collaboration with company like Fort capital may help

expand & improve company’s portfolio in Florida
• Due to growth trend in Canadian market, might benefit
due to its strong presence in same market

Threats:

• Increasing competition, affecting company’s profitability

as forcing situation to lower fees and prices
• No financial flexibility, more capital to invest towards
expansion & improvement enabling to Complete more
effectively
• May be affected by increasing labor wage in Canadian
market resulting into increased operational Costs.
PESTLE Analysis

Political Factors:

 Size of Government Budgets – both Local

Governments and National Government – The
Government at both national level and local levels are
 running deficit budgets which is Boosting growth in
the short term but may lead to increase in inflation
over medium term. The Bond rating of national
government is investment grade.

 Segregation of Political Responsibilities between

Different Government Agencies – There are
Numerous government agencies which reduces the
risk of overwhelming pressure by one Agency. But on
the flip side it does increases both time and cost of
doing business and Getting certifications and
clearances.

 International Trade & Other Treaties – The country

 has a good record of adhering to International treaties
it has done with various global partners. The
government of each party Has adhered to the treaties
done by previous governments, so there is a
consistency in both Rule of law and regulations.

 Role of Non-Government Organization, Civil

Society & Protest Groups – The country has a
Vibrant civil society community and Seasons Hate
should build bridges with them and seek Out areas of
co-operations. Civil society groups are influential not
only in policy making but Also in building a society
wide narrative.

 Judiciary Independence – In the matter of

commercial and business decisions, judiciary of The
country is independent to a large extent. Business do
face problem when the conflict is Between public
interest and proprietary technology similar to ruling in
South Africa where Government & judiciary allowed
generic AIDS drug irrespective of patents of global
Companies.

 Regulatory Practices – The regulatory practices are

 streamlined with global norms which Have helped the
country to improve its “ease of doing business”
ranking.

 Threat of Terrorist Attacks – We believe in the

world of post 9/11, corporations such as Seasons
Hate have to live with operating under the shadow of
a terrorist attack. The prudent Policy should be to take
insurance and other types of hedging instruments to
mitigate the Losses occurring because of the terrorist
attacks.

 Unrest within the Country & Chances of Civil

Unrest – We don’t think that Seasons Hate Business
operations are facing any dangers from any kind of
civil unrest or internal militant Operations in the
country.

Economic Factors:

 Demand Shifts from Goods Economy to Service

Economy – The share of services in the Economy is
constantly increasing compare to the share of
manufacturing, goods, and Agriculture sector.

 Consumer Disposable Income – The household

income of the country has increased Constantly in the last
decade and half, compare to the USA market where
household income Is still below 2007 levels and not
increased in real terms since early 1980’s. Seasons Hate
Can leverage this trend to expand the market beyond its
traditional customers by employing A differentiated
marketing campaign.

 Government Spending – As mentioned in the political

factors, government of the country is Running deficit
budgets. The implication for Seasons Hate is that it can
boost sales of its Product in short run but also expose
Seasons Hate to medium term forex and currency
Depreciation risks.

 Price Fluctuations in both Local and International

Markets – Compare to the level of Quantitative easing in
last decade the prices of Seasons Hate products and
prices of overall Products have remained sticky in the US
market. Seasons Hate should consider the fact that At
deficit levels of United States in an emerging economy can
lead to rampant inflation and Serious risks of currency
depreciation.

 Financial Market Structure and Availability of

Capital at Reasonable Rates – The quantitative Easing
policy of Federal Reserve has led to liquidity flooding all
across the global financial Markets. Seasons Hate can
borrow cheaply under such circumstances. But this
strategy Entails risks when interest rate will go up.

 GDP Trend & Rate of Economic Growth – The higher

GDP growth rate signals growing Demand in the
economy. Seasons Hate can leverage this trend by
expanding its product Range and targeting new
customers. One way to start is by closely mapping the
changes in – Consumer buying behavior and emerging
value proposition.

 Inequality Index / Ranking on Gini Index – Gini Index

and level of inequality are a great Barometer for harmony
and development of a society. If there is huge income
inequality in The society then the likelihood of conflict and
crime increases. It can lead to uncertainty and
Suppression of consumption in both short term and long
term

Social Factors:

 Power Structure in Society – Seasons Hate should

carefully analyze both. For example, the Power structure
in US economy is slowly moving towards the older
generation as that Generation has higher disposable
income compare to the younger generation.
 Societal Norms and Hierarchy – What sort of
hierarchy and norms are acceptable in society Also
influence the types and level of consumption in a society.
In highly hierarchical societies The power of decision
making often reside at the top.

 Types of Immigration & Attitude towards Immigrants

– Given the latest developments such as Brexit and
Immigrant detention on Southern border of United States.
Attitude towards Immigration has come under sharp focus.
Seasons Hate should have capabilities to navigate Under
this hyper sensitive environment.
 Demographic Trend – The demographic trend is one of
the key factors in demand Forecasting of an economy. For
example, as the population of USA and EU is growing old
the Demand for products mostly catering to this segment
will grow. Seasons Hate should Consider demographic
trends before new product developments and integrate
features that Cater to this segment. As population is
ageing it will require less tech intensive products.

 Nature of Social Contract between Government &

Society – Before entering into a market Seasons Hate
needs to understand the nature of social contract between
government and Society. For example, it has been
extremely difficult for US companies to enter UK health
Market as UK health system is a nationalized system and
everything goes through contracts At national level.

 Immigration Policies and Level of Immigration –

What are the immigration policies of the Country, what is
the level of immigration, and in which sectors immigration
is encouraged. This will enable the Seasons Hate to
determine – if required can it hire talent globally to work In
that particular market.
 Attitude towards Authority – Various cultures in
different part of the world have different Attitude towards
authority. In Asia authority is respected while in west it is
something to rebel against. Seasons Hate should carefully
analyze the attitude towards authority before Launching a
marketing campaign for its products and services.

 Birth Rate – Birth rate is also a good indicator of future

demand. USA has avoided the European Union style
stagnant economy on the back of slightly higher birth rate
and higher Level of immigration.

Technological Factors:

 Preparedness for 5G Related Infrastructure –

Countries across the world are trying to prepare
themselves to install 5G infrastructure. Seasons Hate
should assess to what level the local market is prepared to
roll out the 5G connectivity.
 Level of Acceptance of Technology in the Society –
Seasons Hate has to figure out the level of technology
acceptance in the society before launching new products.
Often companies enter the arena without requisite
infrastructure to support the technology-oriented model.
 E-Commerce & Related Infrastructure Development
– As E-Commerce is critical for Seasons Hate business
model. It should evaluate the e-commerce infrastructure,
technology infrastructure etc. before entering a new
market.
 Mobile Phone & Internet Penetration – Seasons Hate
should assess the level of internet and mobile phone
penetration in the country as it will it in building a requisite
business model based on local needs and realities.

 Empowerment of Supply Chain Partners – Seasons

Hate should analyze areas where technology can
empower supply chain partners. This can help Seasons
Hate to bring in more transparency and make supply chain
more flexible.
 Likelihood of Technology Disruption – If the country
is hub of technology companies then there is a high
chance of technology disruption among various industries.
Seasons Hate has to assess whether it can live with the
fast pace of technology disruption in its industry.
 Intellectual Property Rights and Patents Protection
–Before entering new market Seasons Hate should focus
on the environment for intellectual property rights.
 Acceptance of Mobile Payments and Fintech
Services – One of the areas where US are lacking behind
China is Mobile Payments. Seasons Hate should assess
what are preferred choice of mobile payments in local
economy and chose the business model based on it.

Environmental Factors:

 Environmental Standards and Regulations both at

National & Local Levels – Often the environment policy
at national and local level can be different. This can help
Seasons Hate in numerous decisions such as plant
location, product development, and pricing strategy.
 Waste Management – What is the policy of waste
management in the prospective market and how Seasons
Hate can adhere to the waste management requirements
in that market.

 Recycle Policies – What are the recycle policies in

prospective market and how Seasons Hate can adhere to
those policies.
 Focus & Spending on Renewable Technologies –
How much of the budget is spend on renewable energy
sources and how Seasons Hate can make this investment
as part of its competitive strategy.
 Influence and Effectiveness of Environmental
Agencies – The role of environment standards
enforcement agencies is critical in safeguarding norms.
But often in emerging countries these agencies delay the
process as a tactic to extract bribes. Seasons Hate should
be aware of presence of such practices in a country.
 Environmental Regulation Impacting Absolute Cost
Advantage Dynamics in the Industry.
 Corporate Social Responsibilities Culture – Are
Seasons Hate present CSR efforts Applicable in the new
market or does it need to have new initiative to cater to the
prospective Market.

Legal Factors:

 Consumer Protection Laws – Seasons Hate needs to

know what are the consumer laws,What is the rate of
enforcement, what is the attitude of authorities towards
consumer Protection laws, and what is the role activist
groups in enforcement of consumer protection Laws.

 Laws regarding Monopoly and Restrictive Trade

Practices – As a new player Seasons Hate Shouldn’t be
worried about the monopoly and restrictive trade practices
law.

 Transparency in Judiciary System & Processes –

Transparency is essential for fair and Consistent decision
making. If the process is consistent and transparent then
Seasons Hate Can plan ahead with greater conviction.

 Employment Laws – What are the employment laws in

the country and are they consistent With the business
model of Seasons Hate. For example, Uber employment
system is not Consistent with French laws and it is facing
challenges in the country.

 Intellectual Property Rights Protection – Seasons

Hate should assess the level of protection That intellectual
property rights get under the legal system of the country.

 Data Protection Laws – Seasons Hate needs to

assess what are the data laws in the country And what it
needs to do to comply with them. For example, most of EU
countries now want The EU citizen data to be saved in EU
countries only.

 Business Laws – Before entering into new market –

Seasons Hate has to assess what are The business laws
and how they are different from home market.[ CITATION
Rog19 \l 1033 ]
FOOD AND BEVERAGE SERVICE

The Food and Beverage department deals with providing quality

service to the guest and generates revenue by upselling. This
department was headed by Mr.Savio Fernandes who is the F&B
director of the property.
The different F&B outlets in the hotel are:

Cocktail Bar (Copitas):

From sundowners on the 21st-floor terrace to late-night
rounds of artisanal cocktails are available with the
energetic interior, this is where Bengaluru comes to play.

Timing :
Tuesday-Sunday
 5:00 pm - 1:00 am

The Lobby Lounge and Terrace:

Take a moment to unwind at the conveniently located

lobby lounge, where you can enjoy your morning coffee,
meet a colleague for relaxed conversation or linger over
afternoon tea.
Timing: Daily 8:00 am - 10:00 pm

Whiskey Lounge (The Collection):

Set the tone for an exciting evening ahead at the lobby

bar, where you can sample curated collections of whiskies
from around the world.
Timing: Daily 6:00 pm - 11:00 pm

Pool Bar (Light Bites and Cocktail):

Enjoy the taste of resort-style living in the city at the pool

bar. You’ll find light bites and tropical drinks amid the lush
greenery of our pool and gardens.
Hours: Daily 8:00 am - 8:00 pm

Asian Brasserie (Far and East):

A bold and modern space on the 21st floor, the Asian

brasserie is a striking dining destination specializing in
Chinese, Japanese and Thai dishes.
Timing : Daily 12:30 pm - 3:00 pm & 6:00 pm - 11:00 pm

Italian and Indian (The Cur8):

Grab a seat on the airy outdoor terrace or in the modern

kitchen-style dining room, which features a showpiece
grill. Then take your pick of gourmet pizzas and other
Italian specialties, or choose from a range of freshly made
regional Indian favorites.
 Timing : Daily 6:00 am - 11:00 pm

In-Room Dining:

Whether it’s breakfast in bed, an express lunch or a family

dinner ,everything is covered, all day and all night. Enjoy
fine dining in the privacy and comfort of your room,
including selections from each of the Hotel’s restaurant
menus.
Housekeeping
The Housekeeping Department with its supplement of
room boys/chambermaids and floor supervisors prepare
the rooms for sale, cleans the public areas, corridors and
upkeep the brass items and precious decorative items.
The efficiency of this Department produces a direct effect
on the revenue earned by the hotel.

Department shift:

MORNING SHIFT ( 7:30 A.M To 4:30 P.M )

AFTER NOON SHIFT ( 1:00 P.M To 10: 00 P.M )

NIGHT SHIFT ( 10 P.M To 8 A.M )

The Housekeeping Department has the following
functions:

 Standard of cleanliness of guest rooms, public areas

like the Restaurants, Lobby, Banquet Halls, Party
rooms, Elevators, Swimming Pool as well as the back
area of the hotel.

 Ensure that the room supplies like shampoo,

moisturizer, fruit basket, bath foam, talc soap, toilet
paper, tissue paper, matches etc. are amply stocked
and replaced in the rooms.
 Change of linen and bed making.
 Special service for guests to make their special day
memorable.

 Responsible for guest delight.

 Providing turn down service in occupied rooms.

Control Desk is the nerve center of the
housekeeping department:

1. Duties are assigned to the employees from this desk.

2. All guest messages are received here and conveyed to
the respective floor pantry.
3. It receives the 'Not Clear' room list from the front office
and conveys to the floor supervisor.
4. All the master keys are deposited here by the
supervisor at House Keeping office
5. All procedures for 'lost and found' are carried out here.
6. It gives instructions to the flower room for keeping
certain flowers in certain rooms
7. It maintains a log book for recording different messages
which one shift wishes to convey to the next shift.

KEY CONTROL

The hotel prepares a different set of keys. These are

issued to different members of the staff according to their
job and responsibilities.
The keys are:

1. Floor Master Key: These are issued to the floor

supervisors. They can open all rooms on a single floor.
2. General Master Keys: This key is held by the Deputy
Housekeeper/Housekeeping executives. It can open all
rooms.

LOST AND FOUND

When an article is found, it is immediately reported to the

desk where a note is made.

• Date
• Location
• Description of the article found
• Time when found
• Name of the finder
• Signature of the desk Supervisor

LAUNDRY
LAUNDRY MANAGER: In charge of the entire operation
of the department.

SENIOR SUPERVISOR: Has a lot of expertise with

regards to guest laundry. takes charge in the absence of
the laundry manager.

LAUNDRY ATTENDANTS: Are just above the

general worker category. They have a little skill and are
not completely raw.

GENERAL WORKER They are unskilled workers. They

are rough hands' and work with operators.

EQUIPMENT:

1. Pressing: Cotton press/hot head, steam press,

Mushroom press, Buff iron, shirt section, hand press, flat
work machine.

2. Washing Machines: There are four washing machines

400 lbs & 200 lbs for linen, uniforms etc. 90 lbs. for guest
laundry.

3. Tumble Dryers: They are four in number.

4. Dry Cleaning Machine: There is only one dry cleaning
machine in the laundry. Chemical used is Perchlorosil.

Front Office
It is one of the departments, which is in direct contract with
the guest. Front office staff plays a major role in improving
or spoiling the Hotel's impression. The front office helps in
increasing the profit margin of hotels by its efficient
service.
Front office creates the first impression about the hotel. So
the department has to be very effective and dynamic as it
promotes the hotel sale.
Revenue collected from the sale of rooms contributes to
more than 50% of the total sales.

BELL DESK

• Luggage handling: The main function of the Bell Desk

is handling of luggage at the time of arrival while escorting
the guest to his room.

Also, at the time of departure, guest luggage is brought

down on guest request by the bell boy.

•Delivering guest messages: newspapers in the morning

to guest rooms.

• A very important function of the Bell Desk is to check for

any breakages or missing items in departure rooms.

NIGHT DUTIES:
•Mail Check: The mail for the arrivals of the day is
attached to the Registration cards.

• Registration Card: The RC for the arrivals of the day is

printed.

•Arrival Register: The names of all the guests due to

arrive that day are entered in the arrival register against
the RC number. The columns of the arrival register are
filled up when the check in takes place by maintaining the
NETMA (Nobody Ever Told Me About).

• Printing Reports: The breakfast meal plan is printed by

the night shift, Reg. Card, Palace experience Report and
welcome letter of the arrival guest.

•Making Bills: The night supervisor used to make the bills

for the departure guest. 5 to 6types on bills are collected
from departments

STAFFING:

1 Front Office Assistants

1-2 trannies.
CONCIERGE

The concept of concierge is a very new & upcoming

concept in the hotel industry. It has taken ones a lot of
workload from the Information section of the front office.
The word 'concierge " has been derived from the French
word 'conciergerie' meaning "CareTaker". This section
thus takes care of every need & requirement of the guests.
It is like 'magic counter' for the guest where they can get
arranged any & every possible requirement.

FUNCTIONS:

• It handles the Bell Desk..

• Provides airport services to the guests.
• The travel desk also works under the concierge.
• Provides cellular phones to guests on request. The
responsibility of the care & maintenance of the cellular
phone lies with the Concierge.
• Any item which the guests may require to purchase from
outside may also be bought by the concierge on behalf of
the guest for total guest convenience. The item is charged
to the guest account directly.
• It provides necessary information to guests regarding the
hotel, city, country or the world at large. Also about any
special events going on in the Hotel or the city.
• Arranging cabs for guests.
• Reconfirmation of tickets.

DEPARTMENTS WORKING UNDER THE CONCIERGE:

Airport Services

This section takes care of guest pickups from & dropping

to the Airport.
The Airport Associate is responsible for receiving the
guests at the Airport & escorting them to the hotel. For this
a PICK UP LIST' is prepared for the day.
HOTEL CARS:- maintenance of the Hotel cars is the
responsibility of this section. _Cadillac, Jaguar, Range
Rover

RESERVATION

The reservations section does nearly 60-70% of room

sales in the hotel. It generally handles advance booking of
rooms against guest requests.
Requests for room may come over the phone, letter from a
company, telex or fax message. This unit is the nerve
Centre of the department as this is where reservation
requests are received and processed.

Types Of Rooms In A Hotel :

Delux Room
https://www.fourseasons.com/bengaluru/
accommodations/guest rooms/superior-room/

• Measuring 42 m² (452 sq. ft.) on Floors 4 to 9.

• Available with one king bed.

• Sleek, contemporary interiors with a lighter colour

scheme, creating an airy, expansive atmosphere.

• Super-sized windows for abundant sunlight and views of

sparkling city lights at night. Smart layout featuring a
curving sofa beside the windows and a desk/dining table
for two.

• Customizable Four Seasons Bed – with choice of plush,

signature or firm mattress topper.

Refrigerated private bar and in-room coffee maker.

• Special features include: LED flat-screen TV, intuitive

lighting powered by Lutron, complimentary standard Wi-Fi,
bedside charging station and in-room safe large enough
for laptops.

• Spacious, spa-like bathroom, including private WC,

separate shower and deep soaking tub – with a panel
beside the tub sliding open to the bedroom area to allow
natural light.

Premier Room:

https://www.fourseasons.com/bengaluru/
accommodations/guest rooms/deluxe-room/

• Measuring 42 m² (452 sq. ft.) on Floors 10 to 20.

• Available with one king bed or two twin beds.

• Deluxe Rooms are located on upper floors OR they are

available with corner windows.

• Upper-floor Deluxe Rooms are on Floors 15 to 20,

featuring the same size and layout as Superior Rooms,
but with more elevated city views. (Note that twin beds are
only available in upper-floor Deluxe Rooms.)

• Corner-window Deluxe Rooms are on Floors 5 to 20,

offering wraparound views of the cityscape, as well as an
extra window beside the bathtub.

Club Room :
https://www.fourseasons.com/bengaluru/
accommodations/guest rooms/premier-room/

• Measuring 52 m² (560 sq. ft.) on Floors 5 to 20.

• Larger than our Deluxe Rooms by 10 m² (108 sq. ft.) –

ideal for guests who want more space and more sunlight.

• Available with one king bed, plus one extra bed or one
crib on request.
• Corner windows, including a full wall of super-sized
windows for abundant natural light and views of the
swimming pool and cityscape.

• Bathroom located in the corner window area, featuring a

free-standing oval bathtub.

SUITES

Four Seasons Executive Suite

https://www.fourseasons.com/bengaluru/
accommodations/suites/four-seasons-executive

• Measuring 64 m² (688 sq. ft.) on Floors 4 to 20.

• Larger than our Premier Rooms by 12 m² (129 sq. ft.).

• Available with one king bed or two twin beds, plus one
extra bed or one crib on request.

• Living and sleeping areas separated by a solid door –

giving extra privacy and making these one-bedroom suites
perfect for casual business meetings or entertaining
friends.

• Corner windows in BOTH the living room and bedroom.

• Living room with curving sofa, lounge chair and executive

desk facing the window.

• Bedroom with its own TV, full ensuite bath and abundant
closet space in the entry foyer.

Garden Suite
https://www.fourseasons.com/bengaluru/
accommodations/suites/garden-suite/

• Measuring 90 m² (968 sq. ft.) on Floor 4.

• Available with one king bed, plus one extra bed or one
crib on request.

• Our only suites with a private outdoor terrace, featuring

lush garden landscaping and lounge chairs for sunbathing.
• Living room with L-shaped sofa, executive desk and a
dining table for four, plus a guest powder room.

• Bedroom with its own TV, walk-in closet and full ensuite
bathroom, including two vanity sinks, private WC with
bidet, separate shower and deep soaking tub - with a
glass panel beside the tub sliding open to the bedroom
area to allow more natural light and an uninterrupted flow
of space.

Imperial Suite
https://www.fourseasons.com/bengaluru/
accommodations/suites/imperial-suite/

• Measuring 150 m² (1,615 sq. ft.) on Floors 12 and 17.

Available with one king bed, plus one extra bed or one crib
on request.

• A luxurious home base for an extended stay or for

bringing people together for social and Business events.

• Central entry foyer with the living and dining area located
to the right and the bedroom to the left – providing extra
separation and privacy.
• Corner windows in BOTH the living room and bedroom,
providing spectacular city views. Living room with a dining
table for eight, L-shaped sofa, two lounge chairs, TV,
chaise longue and executive desk, plus a guest powder
room.

• Bedroom with its own TV, walk-in closet with makeup

table and full ensuite bathroom, including two vanity sinks,
private WC with bidet, separate shower and deep soaking
tub

Presidential Suite
https://www.fourseasons.com/bengaluru/
accommodations/suites/presidential-suite/

• Measuring 226 m² (2,433 sq. ft.) on Floor 20- the hotel’s

highest level.

• Available with one king bed, plus one extra bed or one
crib on request.

May be connected to a Deluxe King Room and a Deluxe

Twin Room, creating a two- or three-bedroom suite.

• Sleek, modern décor and panoramic city views –

impressive for relaxation, work or entertaining.
● Entry foyer with coat closet and guest powder room.

Living room with corner windows, curving sofa, three

lounge chairs, chaise longue, TV and executive desk.

Dining room with corner windows, dining table for eight

and adjoining pantry with separate service entrance.
• Private study with executive desk, sofa seating, wall-
mounted TV and separate entrance – ideal for discreet
meetings.

• Master bedroom spanning one entire side of the suite,

including corner windows in the sleeping area, two lounge
chairs and TV, large walk-in closet and a sunlit exercise
room.

• Spacious and sunlit master bathroom, including double-

door entry, two vanity sinks, makeup counter, private WC
with bidet, separate shower and showpiece oval tub
beside the window.

VIP CODES :
Product :
The brand fully owns some Four Seasons Hotels, but it
acts as a management company for many of Its properties
and owns & manages 99 properties, both city hotels and
vacation resorts in 41 Countries all over the world.
Currently with 86 properties in 35 countries, and more
than 50 projects Under development, Four Seasons
continues to lead the hospitality industry with innovative
Enhancements, making business travel easier and leisure
travel more rewarding.
Ed Evans, Executive Vice President and Chief Human
Resources Officer says they are extremely Proud of the
passion and expertise that the people of Four Seasons
bring to every guest interaction Which create the
experiences that defines the brand. The company is
committed to excellence and Genuine care for their guests
and is the reason for investing so heavily in recruiting,
retaining, and Developing the very best people. The main
things that differentiate Four Seasons from another brand
Is they choose to offer experiences of exceptional quality
by specializing within the hospitality Industry. They
demonstrate their beliefs most meaningfully in the way
that they treat each other and By the example they set for
one another.

 the building is luxurious. Luxury, priced right, will sell in

any economy.

 there is a pent-up demand for sophisticated and urbane

product.

 acting friendly toward and smiling at guests,

 making eye contact with passers-by to acknowledge

their presence,
 creating a sense of recognition with guests by using
their first names naturally but discreetly,

 using a clear and unpretentious voice,

 being well informed about the hotel, their products and

services, and taking ownership to Help guests solve their
problems,

 always appearing well groomed, clean, and well fitted,

and finally always and everywhere Showing their concern
for the guests.
Market Segment

 The strategy of the company has always been

focused to open in the places where their target
Market needs to travel for business or for leisure. So,
in the planning process, the company Constantly tries
to make each stay memorable by being innovative
and invites to discover new Destinations enhancing
ways to explore and make the stay unforgettable.
Four seasons is struggling Under the weight of more
than 500 million pounds of debt, making interest
payment of 52.1-million-Pound last year. Though they
aim to achieve their financial goal by implementing
their strategies, Recently the company is going
through financial crisis with the burden of debts.
 In 2016, Four Seasons plans to open its fifth resort in
Hawaii and second hotels in Bogotá, Dubai, And New
York, as well as new hotels in Abu Dhabi and Kyoto.
They announced plans for new hotels,Resorts and
residences in Bangkok, Kuwait City, Madrid,
Philadelphia, Surfside (Florida), Sao Paulo And
Tianjin, second properties in Boston and London (Ten
Trinity Square). Each hotel has a green Team that
can customize initiatives to meet the group’s interests
and provide insight to meeting Planners on even more
ways to spare the environment. They are
environmentally responsible and Have developed
environmentally friendly practices and services.
Additionally, company also engage In sustainable
practices which conserve natural resources & reduce
environmental impact.

 Several factors have contributed to the success of

Four Seasons over the last 30 years. First and
Foremost, Four Seasons has excellent management
team and structure that has the ability to deliver The
most consistent service standards at each property
and maintain its standards in a cost-effective Manner.
Four Seasons hired local managers to do the job,
 such as French manager in France, American
managers in America so on and so forth. Four
Seasons adapted the process of starting And
operating a hotel according to each market and
country.

 The seven service culture standards and 270

worldwide core operating standards are strictly
Followed by all the employees at all times. Thus,
there is uniformity between all the properties owned
 By Four Seasons as well it provides a standard
procedure for each of them to follow. To provide a
Local environment to its customers, the management
allowed some of the core standards to be Adapted to
local culture. The flexibility that this policy allowed has
largely attributed to its success.

 Strong emphasis was placed on personal service that

provided the customer with a feeling of being An
important person. They also personalized their
service specific to their customers that provided The
customers with a feeling that they were cared for and
taken seriously. This is what set them apart From
their competitors who were maintaining standard
operating procedures across all their locations And
offered the same service no matter what location the
customers visited. This also provided a Personalized
service with a different experience across different
locations for its customers.
CONCLUSION

When I first began my industrial training it felt like it was

going on for too long but it went by so quickly and have left
me craving for more. I would have to say it was an
absolutely fabulous experience and an exceptional part of
the curriculum and perhaps will remain the most
memorable one.
Needless to say this whole experience was a highly
enriching and educative one as I got the opportunity to
train under several highly respected senior professionals. I
learnt that every job has its nuances and its value and that
no job is superior to the other. I learnt that one needs to
constantly improve and improvise, and that this is just the
beginning of a long road ahead full of challenges.
However I know that I will be able to run along because I
have my foundations firmly built in.
I cannot thank all the people who have helped me in
several different ways that will go a long way in facilitating
the commencement of a wonderful journey.