Howthe Company’s Leadership is Different from the Other HospitalityBusinesses

Oneof the things that make the company’s leadership unique is due tohaving a leadership that values people first rather than profits. Inmost hospitality businesses, leadership is based on profits ratherthan first being concerned with people. This is different, when itcomes to this company because the leadership of the company firstvalues people that is, both internal and external customers. Infact, the leadership of the company is different because it valuesits employees first rather than its customers this makes people tocome first instead of profits. The leadership of the company is alsodifferent from other hospitality companies because it tends to hirefor personality and then train for technical skills. The companyrealized that personality was exceedingly critical to its companyduring the hiring process because it helped in serving its customerswell. It was after hiring an employee that the company trained fortechnical skills. This is different from other hospitality companiessince their leadership insists on hiring employees based on technicalskills acquired (Woods et al, 2012).

Besides,the leadership of this company differed from other hospitalitycompanies because it hired the very best chefs that could fit in aworld-class dining experience and ensured that employees signed longterm management contracts in order to ensure business modelcontinuity and the provision of impeccable service. This is differentin other hospitality companies because they tend to hire best chefs,but they need not meet the world-class dining experience. On theother hand, signing of long term management contracts is limited inother hospitality companies. In addition, the leadership of thecompany was different from other hospitality companies because theleadership of the company involved employees in making criticaldecisions for instance, customers had been given authority andflexibility of making decisions involved in taking care of customers.This may be different in other hospitality companies because only themanagement is involved in making decisions involving their running(Woods et al, 2012).

Howthe Company Cares for Internal Customers

Thecompany cares for its internal customers through variousinterventions. One of the interventions of the company that depictscare to internal customers entails providing training for key staff.Most hospitality companies are not engaged in training its keyemployees, which may be a source of competitive advantage. Throughtraining its key employees, the company adds value to the skills andknowledge that the employees have this is a show of care as it leadsto employees’ development. Besides, the company showed care to itsinternal customers through giving them the feeling of ownership(Sharp,2009). Employees will always feel cared, when they are given thefeeling of ownership in a business. This is because they are in aposition to express their emotions and ideas in the business, whichprovides employees with the feeling of care by the business.

Theemployees of the company are also made by the company’s managementto sign long-term management contracts. This is a depiction of careto internal customers because they are guaranteed of a prolongedworking life with the company. Every employee would consider having along working relationship with a well performing company becausehe/she is guaranteed of job security. Thus, signing of the long-termcontracts with the company is an indication of care towards internalcustomers since it guarantees them of job security. In addition, thecompany used the golden rule, which advocates for treating otherindividuals as one would like to be treated. This put employees tothe frontline of the company, which was an indication of care thatthe company had towards the internal customers.

Howthe Company Serves External Customers

Thecompany serves its external customers through providing a 24-hourservice in its hotels. This is critical to the external customerssince they can be in a position to enjoy the services of the companyat any time of their convenience (Sharp,2009). The external customers of the customers are also servedthrough providing services that suit them depending on theirlocation. The company does not generalize its services to suit allcustomers, but ensures that the services it provides suit the needsof customers in a given location.

Besides,the company serves its external customers through concentrating onquality. Although its hotels are not so big, it ensures that theservices provided in the hotels are of quality and personalized inorder to fit to the local needs of external customers. This can bedepicted by the first London hotel of the company, which offeredexactly what external customers needed during the new age ofinternational aircraft travel. This can also be depicted through theprovision of services such as spar services, special skin cream,concierge service, and fitness centers among others (Sharp,2009). In addition, the company provides services to externalcustomers through ensuring their satisfaction. It is according to theculture of the company to get a summary of the external customers’stay at the hotels through its relationship managers. The summary ofthe customers’ experience is critical in ensuring that the externalcustomers receive maximum satisfaction in their rooms. In case thereemerges a mistake in the provision of services, a sincere apology isoffered.

HowI will Apply the Lessons from This Book into Future ProfessionalCareer

Beingflexible and making decisions swiftly in order to seize opportunitiesas they emerge is one of the lessons that can be learned from readingthe book. I will apply this lesson in the future to aid in makingdecisions swiftly and having flexibility in order to grabopportunities that emerge in the future professional career. Thiswill be critical in maximizing benefits from every opportunity thatemerge. Another lesson from the book is that the delivery of truevalue to consumers results to profits. I will apply this lesson inthe future professional career in serving customers that I will havein order to maximize profits. Besides, I will also apply the lessonin enhancing the quality of services that I will provide to futureconsumers. In addition, I will apply the lesson of concentrating onminor improvements in making major changes in the future profession.

Definitionof Service Management

Servicemanagement can be defined as the connection amid the real sales andthe customer, which is an integral part of supply chain management.The purpose of service management is mitigating high costs throughintegrating services and products and keeping inventory pointssmaller. On the other hand, the chief goal of service management ismaximizing service supply chains because they emerge to beexceedingly complex compared to supply chain of the finished goods.


Sharp,I. (2009).&nbspFourSeasons: The story of a business philosophy.New York, N.Y: Portfolio.

Woods,Robert H., King, Judy Z., Sciarini, Michael S., &amp LodgingEducational Institute and American Hotel. (2012).&nbspLeadershipand Management in the Hospitality Industry.Pearson College Div.