not come from any of our fixed assets; it comes from our people. We all recognize that the only way our guests are treated well is to treat employees well. We give our employees the best facilities, comfortable, well-fitted uniforms, top-notch equipment – everything they need to be able to serve our guests. We ensure that they have the necessary information, feedback, training and development to help them advance their careers, if they wish to. In return, we ask them to perform to a very high standard. We think it's a good exchange, and it seems our people feel the same way". These words from John Young, executive vice president for human resource sums up the emphasis laid by Four Seasons on People. According to Young selecting the right employees in the first place was "everything". Emphasis was laid to find people with the right nature, not just people capable of memorising scripts. Every successful candidate was interviewed by at least
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