last word
Simon Casson, Four Seasons
A rewarding leisure experience at the Four Seasons Hotel Shanghai Pudong
Every spa needs the human touch
The new Chairman of Four Seasons Hotels and Resorts Spa Taskforce, Simon Casson, believes people should be at the heart of any business
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ife’s truly unforgettable moments are few and far between. A couple of years ago, I was in the Maldives with my family – yes, at a Four Seasons property – and my teenage
son Josh and I booked a private session with the resident Yogi. It was a beautiful, outdoor setting and as we twisted
ourselves into the various positions it was hard not to burst out laughing at each other. What remains with me is how the teacher made us both feel so special; recognising the importance of this father/son moment he connected us, sharing his thoughts and insights in a gentle fashion. In an age where technology rules – where time
is short and work hours are long – it is vital to seize every opportunity to provide a human touch and create lasting memories for our guests. Only a decade ago, it was unusual to have a dedicated spa in a hotel; nowadays, no luxury hotel will be built without one. Likewise, the gyms of yesteryear, with a treadmill and a few free-weights in the basement, have been replaced by premium spaces fi lled with NASA-grade technology that displays your heart rate, amount of fat burnt and distance travelled while you watch television or browse the internet. Huge advances have been made in the construction
of treatment rooms so that lighting, acoustics, ambient temperature, music provision and ergonomic layouts are now all part of the design process. Meanwhile, integrated booking systems ensure we are always
prepared for a guest’s arrival and a well-timed email sent automatically post-treatment encourages them to come back soon. But all these advances are limited in their overall
effect. They provide comfort, save time and make us better informed but they cannot really create a memorable experience. Only people can do that. As much as we invest our money in hardware and
infrastructure, we must also invest our time in people. This means taking time to recruit and attract the best staff; to instill the values of your business culture; to
“As much as we invest money in hardware and infrastructure, we must also invest time in people”
ensure that their work environment and experience are the best they can be; to listen to their ideas and ensure they feel part of your success. As a business leader, I know there is no more
important part of my job than the creation and maintenance of a working environment in which each team member can reach their full potential and be given the chance to surpass expectations. In an age of technology and automation, it is important to remember that the key to a guest’s happiness, and therefore to our success, lies fi rmly in the hands of the people we employ.
Meet the expert
Simon Casson has 24 years of experience with Four Seasons and is Regional Vice President and General Manager of Four Seasons Hotel Doha. His current regional hotel responsibilities include Lebanon, Saudi Arabia, Syria, Azerbaijan, Tanzania and Qatar. As Chairman of Four Seasons Hotels and Resorts Spa Taskforce, he works to support a dedicated group of spa professionals in 90 hotels located in 37 countries.
www.fourseasons.com/spa
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