business practices
Four Seasons Hotels and Resorts Lead with Care Global Operating Guidelines
Elevated health and sanitation protocols quickly became the norm in the early days of the COVID-19 pandemic in 2020 , as spas everywhere took steps to prepare their facilities for a safe reopening . Four Seasons Hotels and Resorts went a step further , partnering with Johns Hopkins Medicine International to develop the Lead With Care program .“ 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 ,” says
John Davison , president and CEO , Four Seasons Hotels and Resorts .
Lead With Care not only allowed Four Seasons properties to reopen safely , but they contributed heavily to staff and guest peace of mind , which was essential to operating effectively during the height of the pandemic .“ Through this robust program , our staff feels safe , supported and empowered to serve our guests in a different hospitality environment and our guests have been very vocal in their appreciation of our initiatives to ensure their well-being and trust in our efforts to do the right thing ,” says Derek Hofmann , senior director of spa at Four Seasons Orlando at Walt Disney World Resort .
Mandarin Oriental Hotel Group Inner Strength — Outer Strength Online Course
The guest journey was understandably a focus for the spa industry as spas around the world were temporarily closed in 2020 , but just as critical was the well-being of spa staff . That ’ s why Mandarin Oriental Hotel Group created Inner Strength – Outer Strength , a four-week online course designed to help colleagues look after their well-being amid the challenges of the pandemic . “ Everyone has gone through a period of disruption in the past year , and we took this as an opportunity to create positive change ,” says Jeremy McCarthy , group director of spa .
That positive change took the form of course content focused on the areas of vitality , mindfulness and authenticity , created with the help of wellness experts . Within those categories , employees had access to instruction on yoga , fitness , movement and nutrition , guided meditation practices and mindfulness activities and character development . Feedback from Mandarin Oriental staff has been overwhelmingly positive , which is music to Jeremy McCarthy ’ s ears : “ Some of our colleagues told us we were there for them when they needed us most ,” he says .
In fact , the program has been so successful within the company that it — and other employee-focused wellness content — has drawn the attention of outside companies hoping to use it with their own teams , an option that Mandarin Oriental is currently exploring .
48 PULSE ■ JUNE 2021