We take the concept “legendary service” from Southwest Airlines. This company was pioneer in providing outstanding service notwithstanding their lower prices. In the hotel industry, there are well known groups that provide this type of service in the luxury segment: Ritz Carlton and Four Seasons Hotels. However, “legendary service” is not limited to the luxury market. To start with, many luxury hotel properties are far away of such outcome. Providing that level of service is not even limited to concepts such as delivering service with the best technical skills, seriousness, finest elegance and 24 hours personalized service. Southwest airlines for example is know for having fun at work but work hard; it is also known for its informality but at the same time professionalism when taking care of its guests. It’s okay to be yourself, irreverence it’s fine, but take competition very seriously.

1. PROVINDING A LEGENDARY
SERVICE

2. THEY ARE THE FLIP SIDE OF THE
SAME COIN
LAGGING INDICATOR
LEADING INDICATOR

3. ITS IS GETTING MORE
DIFFICULT…..
VS.CUSTOMERS HOTELS

4. HOSPITALITY INDUSTRY: MAINLY A
MARKET

5. WHY ARE HOTEL COMPANIES, THAT PROVIDE
GREAT ASSETS AND GOOD SERVICES, AND
WELL TRAINED AND VERY PROFESSIONAL
EMPLOYEES STILL NOT CAPABLE OF
DIFFERENTIATING THEMSELVES FROM THEIR
COMPETITORS?

6. PROVIDING A
LEGENDARY SERVICE
OUTCOME:

7. VS
VS

8. WHAT DO CUSTOMERS
EXPECT?
WHAT DO CUSTOMERS
REALLY EXPERIENCE?
GAP ?
WHAT EMOTIONS DO CUSTOMERS
FEEL?
WHAT STORIES DO THEY TELL THEIR
FRIENDS?
PRICE

9. SUSTAINABLE
EXPERIENCES:
CONSTANTLY SURPASS
GUESTS’ EXPECTATIONS

10. CUSTOMER EVOLUTION

11. MISSION STATEMENT
FOUR
SEASONS
“FOUR SEASONS IS DEDICATED TO PERFECTING THE
TRAVEL EXPERIENCE THROUGH CONTINUOUS
INNOVATION AND THE HIGHEST STANDARDS OF
HOSPITALITY FROM ELEGANT SURROUNDINGS OF THE
FINEST QUALITY, TO PROVIDING HIGHLY
PERSONALIZED 24-HOUR SERVICES, FOUR SEASONS
EMBODIES A TRUE HOME AWAY FROM THOSE WHO
KNOW AND APPRECIATE THE BEST. THE DEEPLY
INSTILLED FOUR SEASON CULTURE IS PERSONIFIED IN
ITS EMPLOYEES –PEOPLE WHO SHARE A SINGLE FOCUS
AND ARE INSPIRIED TO OFFER GREAT SERVICE”

12. …BUT PROVINDING A LEGENDARY
SERVICE IS NOT ONLY LIMITED TO THE
LUXURY MARKET

16. Understanding the distinction between service and hospitality
has been at the foundation of our success. Service is the
technical delivery of a product. Hospitality is how the delivery
of that product makes its recipient feel. Service is a monologue
–we decide how we want to do things and set our own standards
for service. Hospitality, on the other hand, is a dialogue. To be
on a guests side requires listening to that person with every
sense, and following up with a thoughtful, gracious, appropriate
response. It takes both great service and great hospitality to
rise to the top.

18. Two important ingredients,
which separated the great
companies from just the
good ones: (1) THE CULTURE
and (2) VISION , a higher
purpose beyond just money
or profits or being number
ONE

19. VISION OR HIGHER PURPOSE

20. OBSERVABLE ACTIONS
INNER WORK LIFE
THOUGHTS
FEELINGS
DRIVES
Inner work life is life
because it is an ongoing,
inevitable part of the human
experience at work every
day
We continually react to
everything that happens at
work. We determine whether
the work we are doing is
important and how much
effort to exert
We also make judgments
about the people we work
with, including our superiors

21. WHAT IS THE “MEANINFUL WORK” AT
JOIE DE VIVRE?

22. PETER DRUCK

23. CORE VALUES ARE LIKE THE DNA
There is no head bird. Every bird has pretty much the
same DNA and the have very simple instructions
encoded. And when they follow the same rules, they are
able to flock together.

24. COMMITTABLE CORE VALUES

26. BUREAUCRATIC MINDSET
COMMAND AND CONTROL STYLE OF
MANAGEMENT

27. To the origins: What is management and the
main purpose of management?
The first resource of a manager is: PEOPLE!

28. DETAILED POLICIES AND
PROCEDURES
BUREAUCRATIC
MINDSET
TRUST, COMMON
SENSE AND

29. EMPOWERMENT
Empowerment may be defined as “recognizing and realising into
the organization the power that people have in the wealth of
useful knowledge and internal motivation”
Empowerment is the authority to make decisions
within one´s area of responsibility without first
having to get approval from someone else

30. ACCESS TO INFORMATION
TRANSPARENCY
OPEN BOOK MANAGEMENT
INTRANET
KNOWLEDGE
Work teams are able to manage control operations more
effectively than under the old hierarchical bureaucratic and
secretive, only on a need-to-know basis information

31. ACCOUNTABILITY AND RESPONSIBILITY
This accountability is not
intended to punish
mistakes or to generate
immediate, short-term
results. Instead, the intent
is to ensure that the
associates are giving their
best efforts, working
toward agreed upon goals,
and behaving responsibly
toward each other

32. TRUST BUILDING IS VITAL
OPTIMAL TRUST: Reaching optimal levels of trust
involves finding the point where distrust is low enough
to not be disruptive and trust is strong enough to
move forward confidence
VIOLATIONS OF TRUST CAN BE FATAL