Issy Sharp, his name says it all. A 85-year-old Canadian, the founder of Four Seasons Hotels, a luxury Hotel -resort around the globe, says: “I’ve been fortunate to be a reasonable success,”. but we are sure his definition of “reasonable success” must be different than most of ours. He started with just one hotel in Toronto in 1960 and now the company runs 99 hotels in 33 countries, and enjoys annual revenues of more than $4billions dollars.
Even more impressive is the fact that that Mr. Sharp, halfway through his ninth decade, remains the company’s very hands-on chairman. He participates in the approval process of the hotels that are being built, aesthetics and architectural concepts as well as most daily functions. Just about everything still come across his desk for final approval.
THE BEGINNING
Four Seasons is renowned for its “outstanding guest service”. But with no experience of the hotel industry, he couldn’t find anyone to lend him the money he needed. He says: “I just couldn’t understand why people didn’t see it as a good idea. In the evenings after work I’d be promoting and talking to people, to buy into this idea. It took five years to find all the investors. When you have a passion, a belief about something, it allows you to persevere.”
Even with backers on board, Mr Sharp couldn’t afford a posh address, instead he built the first Four Seasons hotel in a down-at-heel part of downtown Toronto. Despite its location, the hotel – which opened in 1960 – was quickly a success, and soon Mr Sharp opened a second.
INNOVATING
Four Seasons says it was one of the first hotel groups to introduce 24-hour room service. Adding that he is always looking at additional things to offer guests, Four Seasons was among the first hotel companies to introduce complimentary shampoo and same-day clothes cleaning and pressing. “From day one until today, it was about being innovative,” says Mr Sharp.
“I help in keeping the company moving in a direction that is developing the brand, preserving our existing partnerships, and making sure our new partners can elevate the business.”
FORMULA FOR SUCCESS
People ask to Mr Sharp his formula for success in establishing a global network of hotels that have become a household name. He says it is all down to offering the best possible service, which – crucially – he says is only possible if staff are happy. But also this, there is another key we need to learn: “It’s the golden rule –says Mr. Sharp- do unto others as you would want done to you.
“It is the simple idea that if you treat people well, the way you would like to be treated, they will do the same.”
Easy to say, harder to implement, but these rules are working because Fortune magazine has named Four Seasons as one of the 100 Best Companies to Work For every year since its list began in 1998.
