President, Worldwide Hotel Operations
“We strive to bring out the best in people – the inherent qualities they already have, and the confidence to move beyond their usual abilities – so that they can use their own judgment to create experiences for our guests that are truly exceptional.”
“What lies at the foundation of the relationship between our management team and our employees is trust,” says Jim of his approach to leading the company’s hotel and resort managers. “Our job is to create an atmosphere where our employees feel at ease, building the confidence it takes to meet the unique needs of each guest.” In essence, he is the chief hotelier of Four Seasons, overseeing the operations of more than 80 hotels and resorts around the world, and most importantly, leading the workforce of close to 38,000 employees.
Over the course of a year, Jim personally visits as many as 45 hotels and resorts, meeting with the company’s carefully selected General Managers. “The GM is the most pivotal position in the hotel,” says Jim. “Only with the right leadership in place can we provide our employees with a positive work experience and, in turn, memorable experiences for our guests.”
Career Highlights
- At Four Seasons Hotels and Resorts: joined in 1976 as front
office manager of Four Seasons Inn on the Park in Toronto; Calgary,
Vancouver, GM Edmonton 1982; Philadelphia, Dallas, then RVP for Texas,
Palm Beach and Nevis; President, Asia Pacific 2002; promoted to
Executive Vice President, Operations in 2006; has held current position
since January 2007
- Previously: worked with Hilton in Amsterdam and London in the 1970s
Personal Insights
- Favourite destinations: London, Rome, Western Canada,
revisiting the hotels where he used to work, and regular trips to his
native Ireland
- Fondest Four Seasons memories:
working at Four Seasons Hotel Philadelphia when it opened in the early
1980s, “it was an exciting time for the city and our company, and at
the same time, my wife and I were building our family – our daughters
grew up there”
- Thing learned working in Asia:
“there are so many distinct cultures that are still evolving ... and
yet it’s interesting that, no matter where you go, people need and
want, and appreciate, the same courtesies and kindnesses”
- Proudest professional moment: after the 2004 tsunami, the response of Four Seasons people around the world, who found temporary employment for staff of Four Seasons Resort Maldives until it could be rebuilt