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The founder of Four Seasons Hotels shares the philosophy and values that have made his legendary brand
How did a child of immigrants, starting with no background in the hotel business, create the world's most admired and successful hotel chain? And how has Four Seasons grown dramatically, over nearly a half century, without losing its focus on exceptional quality and unparalleled service?
Isadore Sharp answers these questions in his engaging memoir, which doubles as a powerful guide for leaders in any field. He recalls the surprising history of his company, starting with its roots in his father's small construction business, which Sharp joined after getting a degree in architecture. Shifting into hotels wasn't easy, and he learned by trial and error.
His breakthrough was a vision for a new kind of hotel, featuring superior design, top-quality amenities, and, above all, a deep commitment to service. Sharp realized that customers would gladly pay extra for a "home away from home" experience. But that would be possible only if everyone-from managers and supervisors to bellmen, servers, and housekeepers-was fully engaged. The front-line staff, who have the most contact with guests, can make or break a five-star reputation.
Readers will be fascinated to learn how Four Seasons does it, year after year, in more than thirty countries around the world.
- Sales Rank: #496396 in Books
- Brand: Brand: Portfolio Hardcover
- Published on: 2009-04-30
- Released on: 2009-04-30
- Original language: English
- Number of items: 1
- Dimensions: 9.25" h x 1.00" w x 6.25" l, 1.39 pounds
- Binding: Hardcover
- 320 pages
- Used Book in Good Condition
From Publishers Weekly
Sharp shares the story of his astonishing rise out of the Toronto ghettos to founder, chairman and CEO of the Four Seasons Hotels and Resorts, the largest group of five-star hotels in the world. Born to Polish-Jewish immigrants, Sharp began his career building apartment buildings and entered the hotel-building business in 1961. With his wife, Rosalie, the interior designer for the hotels, he decided to differentiate his brand by focusing on midsize and luxury hotels where employees are expected to deliver the best service. As the business grew, Sharp shifted his attention to charitable pursuits, including founding the Terry Fox marathon to benefit cancer research. While his story is impressive and inspiring—the company was named one of Fortune's 100 Best Companies to Work for in America, and weathered 9/11 and the SARS outbreak with aplomb—it is bogged down with pedestrian details of the deals and process of opening many of the empire's 150 hotels in 40 countries. While rabid fans of the hotels and of a good rags-to-riches story may cheer, other readers might be left unsatisfied. (May)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
From Booklist
This memoir by the founder of the Four Seasons Hotels and Resorts is the story of his life and work. The son of immigrants, Sharp grew up working for his father in construction, an experience that allowed him to absorb many business insights and values. In 1961, he built his first Four Seasons hotel with a four-pillar business model of quality, service, culture, and brand. With absolute commitment to developing and rewarding excellent employees, the author quotes an old Japanese proverb, “If they work for you, you work for them.” In 2006, the Four Seasons was privatized for $3.83 billion, with Sharp continuing to hold 5 percent as chairman and CEO. By the end of 2008, Four Seasons had 85 hotels in 36 countries and plans to double that number in 10 years. A compelling story of an entrepreneur and his success that also serves as important advertising for the company. --Mary Whaley
Review
?There's something different about a Four Seasons hotel. It's like gravity doesn't have the same effect there?the weight of the world lifts from your shoulders as soon as you walk in the door. I?ve often wondered how they do it. Now I know. It's an inspiring story.?
?Morgan Freeman
?I have a great deal of respect for Issy Sharp and Four Seasons. I stay at their hotels all the time. This book is a terrific read by one of the smartest men in any business.?
?Larry King
?Full disclosure: I am a rock-solid Four Seasons apostle. And now I know exactly why: perhaps to a more successful degree than any other mogul, Isadore Sharp has animated and applied the Golden Rule as business principle. This book will no doubt become a mandatory manual for hospitality professionals everywhere; but leaders of any business that has employees and competitors would be seriously remiss to miss out on Sharp's lovingly written memoir chronicling how he built the world's most innovative a
Most helpful customer reviews
2 of 2 people found the following review helpful.
Customer Service in Practice
By Objective
The Four Seasons is an amazing success story. In an industry that is highly competitive, and very capital intensive, it has managed to differentiate itself and excel for many years.
This book tells the story, from the perspective of the founder, Issy Sharp.
Everyone who has started a business before will know that every big decision feels scary at the moment, even if it turns out successfully later. Sharp relays those emotions well - the huge bets the company had to make, with the ex ante risks clearly expressed.
What was most impressive to me was his unbridled optimism and his willingness to back that up with careful investments during severe downturns. It takes extreme courage, because the result of being wrong would be bankruptcy. His laser focus on customer experience, was also way ahead of its time, something that many other firms have followed successfully (especially with Amazon, another book I'm currently reading - The Everything Store). Listening to the customer, listening to each other - years of wisdom distilled into one beautiful sentence.
I'd strongly recommend this book to anyone looking to enter the hospitality business or anyone in the investing world, wanting to understand this industry.
0 of 0 people found the following review helpful.
Not a bad book
By John Reosti
I like this book. It tells the story of a builder who gradually morphed into a hotelier and then built a wildly successful company focusing on the high end of the hospitality industry. The biggest lesson I took away was the importance of discipline. Sharp grew up building houses and eventually hotels, but he realized his company would be more successful just managing, so he opted to leave the building to others. Then, after adopting a luxury focus, he stuck rigidly to it, abandoning projects that didn't meet the Four Seasons standard, thus enhancing his brand. A lot of good detail, but a lot of generality too. And oddly enough, for a businessman as focused as Sharp, the book includes a long chapter on his support for Canadian cancer research activist Terry Fox. Very interesting, very laudable but somewhat out of place. Four Seasons is a great company because Isadore Sharp made it one.
7 of 7 people found the following review helpful.
Inside & Outside
By Jim Cathcart
I've been a happy customer of The Four Seasons for many decades and I've also been hired by them to conduct training programs. Many of their personnel have become my friends. Also one of my family members has worked there for more than ten years. So, when I comment on the hotels I am not merely gushing about a recent great meal or amazing customer service experience.
The Four Seasons is the real deal.
This inspiring book will tell you the back story and show you why this organization is so astoundingly successful. They didn't figure out a trick to amaze people or simply buy opulent goods to be "prettier" than the rest. They did it right. From the inside to the outside this is an organization to emulate.
I sincerely hope that this becomes one of the great business best sellers of all time. If it does then thousands more will learn the wisdom of Isadore Sharp's philosophy and strategies. Other organizations will become more like the Four Seasons.
I commend Mr. Sharp on this excellent book and I am awed at his excellence on all levels both organizational and personal.
Bravo!
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