International health care experts to inform enhanced procedures of Lead with Care, the company’s new global program, and provide ongoing guidance as part of broader collaboration.
Four Seasons Hotels and Resorts, the world’s leading luxury hospitality company, has entered into a consulting agreement with Johns Hopkins Medicine International, the global division of health care and research leader Johns Hopkins Medicine, to inform Four Seasons health and safety decisions during the evolving COVID-19 pandemic. Grounded in the principles of care, trust and service, the Lead with Care program will be implemented by dedicated teams at Four Seasons properties around the world.
“Within this new environment, our singular goal is to provide guests, residents and employees with the confidence and assurance that their health and safety is our first priority,” says John Davison, President, and Chief Executive Officer, Four Seasons Hotels and Resorts.
Continues Davison: “For nearly 60 years, Four Seasons has set the global standard for excellence in hospitality and service. Lead With Care is a continuation of this high standard, building upon the strong foundation of trust and confidence that we have established through decades of experience. This new program is about offering genuine care and the highest levels of service, enhancing procedures to protect our guests, residents, and employees, while also ensuring that they feel safe and reassured.”
Four Seasons COVID-19 Advisory Board
Four Seasons has established a dedicated COVID-19 Advisory Board, bringing together Four Seasons leadership and top experts to inform health and safety decisions based on the latest scientific knowledge.
Evolving in lockstep with rapidly changing discoveries, the COVID-19 Advisory Board will create, enhance and review current procedures, along with virtual and in-person training to guide implementation of Lead With Care across Four Seasons global portfolio.
This builds upon the early experience of Four Seasons Hotel New York, as well as Four Seasons hotels in Riyadh and Mumbai, in providing accommodation to high-risk medical personnel fighting on the frontlines of the COVID-19 pandemic. Four Seasons Hotel New York was transformed into a safely zoned environment in a matter of days, implementing enhanced procedures to safely house guests, as well as properly train all employees.
Lead With Care: Four Seasons Enhanced Global Health and Safety Program
Grounded in health care expertise and enabled by access to leading technologies and tools, the Lead With Care program is focused on providing care, confidence,x and comfort to all Four Seasons guests, employees and residents within the new COVID-19 environment. The new program outlines clear procedures that educate and empower Four Seasons employees to take care of guests and each other.
“Along with already-commonplace measures such as more sanitizers, masks and heightened cleaning and hygiene, our Lead with Care program will enhance our tools and training to deliver an experience grounded in safety and trust,” says Christian Clerc, President, Global Operations, Four Seasons Hotels and Resorts. “While the Four Seasons experience may look different in this new environment, it will ultimately feel the same – our dedicated people will continue to deliver the same intuitive service and personalized care for which Four Seasons is known and trusted for the world over.”
Four Seasons consulting agreement with Johns Hopkins Medicine International will include knowledge sharing to inform Four Seasons health and safety decisions during the evolving COVID-19 pandemic.
Lead With Care Backgrounder
To support the development of enhanced health and safety measures as well as the procurement of supplies and equipment for Lead With Care implementation, Four Seasons will be working closely with EcoLab and International SOS – who were also critical in the transformation of the Four Seasons hotels in New York, Riyadh and Mumbai that housed medical personnel.
While guests will see many of the enhanced Lead With Care procedures, behind-the-scenes measures will also take place through employee training, additional food handling protocols, and enhancements to ventilation systems and other back-of-the-house operations.
In addition, Four Seasons continues to invest in its award-winning App and Chat that further allows guests to control how they engage with others – limiting face-to-face interactions while maintaining the highest levels of personal service. Since its launch in 2017, the popular Four Seasons Chat – one of the only in the industry to be supported by actual employees on property, versus chatbots – has received 10+ million messages and averages approximately 580,000 messages a month. Features include the ability to make and manage reservations, request luggage pickup, airport transfers, room service, restaurant and spa reservations, and much more. Wait-free check-in and check-out is also offered, while Four Seasons Chat integration offers instant translation of 100+ languages giving guests the flexibility for contactless engagement throughout their stay.
