Maslow's Theory

Like most hotels, "Four Seasons" seeks to better its customer service in order to continue to satisfy. To achieve this goal the group "Four seasons" uses the Maslow theory This hierarchy was theorized by Abraham Maslow (1908-1970), in « A Theory of Human Motivation » published in 1943. This hierarchy is represented as a pyramid :

First level of the pyramid :

The first level of the pyramid corresponds to the physiological needs, which are the basic needs (food, water, sleep, breathing, work etc.)

They also have a 24/7 room service to satisfy guests needs at all times.

Second level of the pyramid :

The second level of the pyramid corresponds to security, shelter and personal health of the custumers. Four Seasons works with private security companies (for example « Secusuisse » for the Four Seasons in Geneva),

For the personal health, hotels are subject to extremely strict laws in terms of hygiene.

There is also a permanent presence of a doorman and valet, to reassure the client, with a smile and be there if needed.

Third level of the pyramid :

The third level of the pyramid corresponds to the social needs : to satisfy those needs, the « Four Seasons » hotels create’s a great atmosphere for when the guest is enters. The staff has to be informative and constructive, they also have to be smiling and welcoming to the guests because a link must be created between them from the beginning of the stay.

Fourth level of the pyramid :

The esteem need is one of the most important in this industry, and hotels must satisfy this need. Esteem need is the need of feeling respected, make your guests feel as VIPs. In each hotel "Four Seasons" there is a historian, this person must know as much as possible on the client in order to improve the relationship with the customer on arrival. The strategy of « Four Seasons » is the quality of the relationship with the customer. And to achieve this, everything is based not on the client but on the employee

Fifth level of the pyramid :

The fifth step of the pyramid corresponds to the self-actualization.

It is the most difficult to achieve, it is the thing that is going to make your hotel differ and make the guest remember their stay.

For example in the Georges V in Paris, they propose a car service to pick their guests from the airport, with a Rolls Royce.

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