The company has quite a long history with quality standards. Four Seasons originally integrated a quality programme in 1982, and recently revamped it in 1999. Since customer demands are constantly changing, the programme is designed to standardise practices, yet also remain flexible and open to evolutions in the client mix and new demands. Each year, the quality criteria are reviewed and adjusted according to experience over the past year. Needless to say, re-evaluating quality criteria on a constant basis is a complicated process, but essential for the group’s success. It relies on several different tactics: in terms of establishing quality criteria, the group conducts studies and evaluations, such as focus groups made up of clients that most often frequent Four Seasons luxury hotels around the world. The group also works with an external company which conducts quality audits.Another aspect of the personalised service at Four Seasons is the “Angels” programme. For each client staying at the hotel for more than 5 days, a manager- level employee at the hotel is assigned as the client’s “Angel”, who is responsible for inviting the client for lunch or a drink in order to better understand his or her preferences, and ensuring the client’s satisfaction during his or her stay in general. For new clients, the “Angel” must obviously be fluent in the client’s native language, but once one becomes a regular customer, the “Angel” is assigned depending on his or her knowledge of the person. Any new quality initiatives or innovative ideas can be reviewed by all hotels in a “Best Practices” database, and by a quarterly newsletter distributed by the headquarters.The quality criteria are extremely important not only with respect to the clients, but also employees. If the group has been able to implement such a successful programme, it is largely due...