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Four Seasons Hotel And Resort Case Study

1254 Words6 Pages

Information is one of the elements of the service flower that Four Seasons Hotel and Resort focuses on as it is the base of all decisions. The information is closely related to the element of products and promotions from the 8 P’s of Service Marketing Mix. This is because upon investigating into the operations of Four Seasons Hotel, one can clearly identify that information’s the organisation provides is base on the products as well as services that the hotel offer, and promotions include all the activities taken to make the products and services available to the customers. This therefore shows that when these elements inter-connects with one another, it creates a meaningful values for the hotel guests, hence the organisation retain a sustainable …show more content…

For example, the travel agent showcase the special offers of Four Seasons through window adverts as means of attracting passing trade. Four Seasons Hotel ensured that the information sent to the Tour operators and Travel Agencies are personalised giving clients the opportunity to ask questions about the services being advertised.
Four Seasons Hotel also believe that even if there is a high demand of providing information online, their customers still value printed pieces such as brochures, leaflets and flyers. The Hotel project the fact that most of their customers prefer to have the personal interaction with the staffs of the organisation. They strongly opposed the idea that their website provides better information but they also pointed out that engaging through the traditional methods helps in “engaging with the customers and guests can carry the printed piece with them” (cvent.com, 2014). (Refer to appendix for a questionnaire that was given to guests to explain their ways of getting access to the hotel information). Therefore one of the traditional method of providing information to customers is …show more content…

The word of mouth may look not as effective in providing information but it is very important to an organisation. It has actually helped Four Seasons in retaining its old customers and getting new ones. This is because word of mouth is customers expressing their feelings about a service being delivered to them. In the case the service has well been delivered the customers will be in the zone of delight and therefore they will provide the information to their friends and families or to other customers. Customers can also provide the good words of the service through their online feedbacks on the website. In this case passing trade that wants to visit Four Seasons can get access to it which will give them an idea about the hotel product and

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