While dealing with COVID has been challenging, Four Seasons has harnessed science and technology to elevate travel experiences for its guests.
Since introducing its Lead with Care program in the early months of the pandemic , Four Seasons has used mobile technology to adapt to the challenging travel climate. Four Seasons has also relied on technology to learn more about its guests and help its staff deliver high-quality service despite limited face time.
However, with Four Seasons, we were following Lead with Care, we started our protocols and how to handle COVID to ensure that our guests and our staff are safe. So, throughout the company, no matter what the restrictions were within the city, we also follow the Lead with Care guidelines. I would say in Miami, guests wanted to come back and have an experience after the [initial] three months [of lockdown], so they really wanted to come back. We experienced the high demand much earlier than happening here.
It was a bit of a challenge to lead because there was no mask mandate in Florida. We all Lead with Care because we really want to make sure that our staff and guests are safe. We have monthly calls with the Lead with Care committee. We get educated on COVID, on where we are in the phase of COVID. Even before they arrive, they can chat with us and make reservations at restaurants, they can request for certain items in the room, they can let us know when they’re arriving. Through the stay, they can make requests or order in-room dining.It’s still a very personal touch. It’s live people that are answering within 60 seconds, to any anything that you need. Our staff were still very engaged.
Have you seen a difference in the types of guests or the types of requests you receive from guests during the pandemic? I mean, it’s the creation of America, right? So much has happened here. Between the history, the architecture, the museums, and the food scene is just amazing.
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