FOUR SEASONS HOTELS by Roger Martin

“[Four Seasons hotelier Isadore] Sharp’s view of salience was more nuanced and humane. He understood that the vast majority of his guests traveled much more frequently than they ever would have wanted and that the experience they longed for most was to feel as if they were at home or at their office. They didn’t want grand and formal. In Sharp’s words:

‘We studied, surveyed, and listened to our customers. Most were business executives, often presumed by time and the need to be productive. Luxury, then, was seen chiefly as architecture and décor. We decided to redefine luxury as service—a support system to fill in for the one left at home and the office.’ ”

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FOUR SEASONS HOTELS by Roger Martin

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