Creating employee trust: The unseen but decisive factor in corporate success (Guest Commentary)

CEO of Four Seasons Hotels and Resorts counts employee relations as the cornerstone of the Canadian company’s international success
By Isadore Sharp
|Canadian HR Reporter|Last Updated: 08/15/2005

By 1978 Four Seasons was in every Canadian city big enough to support a five-star hotel. To grow without lowering quality we had to go for broke in the big league, an American market dominated by giant chains.

We knew we had to set ourselves apart. We had already upgraded five-star standards: aesthetics, convenience, comfort — every aspect of every room, from the softest towels to the quietest plumbing.

We became the leader in innovation. Like 24-hour room service, shampoo, bathrobes, make-up mirrors, hair dryers, overnight laundry, shoe shining and many more. These were popular ideas, but quickly and widely copied.