【精选】Four Seasons Case Analysis四季酒店案例分析.pdfVIP

Read the Four Seasons case and answer the questions below. Be prepared to discuss them in class, providing specific examples. 1. What cultural features were operating in the French hotel/industry before the hotels acquisition? Provide an example of each. 2. What cultural features characterize Four Seasons management style? 3. How did Four Seasons management handle potential hostility from the media and the unions? 4. What challenges did Four Seasons management face regarding the concept of dignity as perceived by the hotel staff? How did they address these? 5. How does the incident with the scrambled eggs exemplify differences in perception of cooking and service? 6. What conflicts did the Four Seasons management face in modifying the existing culture of the hotel? Academy of Management Executive, 2002, Vol. 16, No. 4 Four Seasons goes to Paris Roger Hallowell, David Bowen, and Carin-Isabel Knoop Excerpts from the article, modified slightly for readability: Four Seasons Hotels and Resorts opened its first French property in 1999. This article gives an example of how a company with a strong and highly successful organizational culture might approach a new national culture when that culture is both distinct and intense, as is the case in France. Cultural Differences Four Seasons Human resource management started and ended with The Golden Rule, which stipulated that one should treat others as one would wish to be treated. Kathleen Taylor, President, Worldwide Business Operations, provided an example of how Four Seasons went about enacting the Golden Rule as a core value. We give employees several uniforms so they can change when they become dirty. That goes to their dignity, but it is uncommon in the hospitality industry. People around the world want to be treated with dignity and respect, and in most organizational cultures that doesnt happen. Four Seasons challenge was to preserve the soul of the legendary, a