Sixty years ago, a young Toronto builder opened the doors of his completed construction project. While he was proud of his craftsmanship, the architectural details were never meant to be the main draw. Isadore Sharp created this hotel, the very first Four Seasons property, with hospitality as the foundation and the Golden Rule – treating others as you’d like to be treated – as the bedrock.
Over the past six decades, Four Seasons has built its brand by prioritizing people: its guests, of course, but also its team members, who are the hearts, minds and hands of the brand. The people who bring Four Seasons service to life do so through small touches, like surprising a young guest with sunglasses for all of her stuffed animals, and by dreaming up and implementing industry-first initiatives to take the guest experience to the next level, such as the launch of the Four Seasons Private Jet.
In this three-part series, we’ll introduce you to 60 Four Seasons people who share what they’ve learned, what they love and what they’re looking forward to, starting here with the 2000s to present. Over the next few months we’ll go back in time, culminating with the brand’s founding – and its founder, Mr. Sharp. We’re proud and grateful to celebrate him and the people who continue to make his dream a reality.
2010 to Present: Innovation Takes Flight
The last 11 years have seen many Four Seasons firsts, including the launch of the Private Jet and expansion into new countries and regions.
Chenin Mathews joined Four Seasons Resort Hualalai in 2011 and has been there ever since – aside from a few jaunts around the globe aboard the Four Seasons Private Jet. Whether she’s acting as Chef Concierge at the Resort or as Onboard Journey Concierge with the Private Jet, she’s happily welcoming guests and making sure they have everything they could want or need.
When it launched in 2015, the Private Jet took Four Seasons innovation to a whole new level. “Four Seasons has always been a pioneer in the hospitality world in so many ways, and the Private Jet fits in that continued expansion of guest-centric experiences. It just seems natural that Four Seasons would find a way to offer these ‘once-in-a-lifetime’ trips that you then can’t resist taking again with a different itinerary or travel partner,” Mathews says. “One day you are in the mountains of Chiang Mai, and the next you are in the bustling city of Dubai. Your senses are constantly engaged. Seeing guests fall in love with different locations around the world is always a highlight for me.”
In the years since 2010, Four Seasons has expanded globally, always emphasizing service and innovation. New properties and new technologies continue to add depth and breadth to the Four Seasons experience. There have been quite a few Four Seasons firsts in the past decade: the first property in sub-Saharan Africa, in 2012; the addition of a private island and private overnight yacht, both in the Maldives, in 2016; the first property in Greece and the first stand-alone Four Seasons Private Residence, in London, both in 2019; and the first property in Spain in 2020. Private Jet itineraries include stops at several of these new properties.
The well-appointed aircraft and carefully selected destinations are just the start of the experience. “Luxury doesn’t show up just in the product of the Private Jet, the places we visit, and the food and experiences you get to enjoy,” Mathews says. “It’s also in the worry-free travel – knowing your luggage will be at your room without you ever having to touch it, or enjoying expedited entry into countries and travelling faster within cities thanks to special escorts. The itinerary offers you a base expectation, but we customize it every step of the way to fit your desires and your needs.”
Chenin Mathews, Onboard Journey Concierge, Four Seasons Private Jet, and Chef Concierge, Four Seasons Resort Hualalai: “Four Seasons has always been a pioneer in the hospitality world in so many ways, and the Private Jet fits in that continued expansion of guest-centric experiences.”
Talha Barkin, Executive Chef, Four Seasons Hotel Baku: “Having lived in many different countries throughout the years, I most enjoy sharing the different tastes and flavours of my culinary journey, infused with my own interpretation. It is my constant hope that my passion for what I do is expressed in my every creation."
Carolina Angarita, Director of Private Residences, Four Seasons Resort and Residences Vail: “I am looking forward to seeing and being a part of the evolution of our Private Residences and Villa & Residence Rentals portfolio. It has seen phenomenal growth over the past few years, and especially over the past two years in Vail, and I’m excited to be a part of the team. It’s a wonderful opportunity to get to know our owners.”
Doug Dalton, Director of Security, Four Seasons Hotel Denver: “I’m passionate about taking care of people. This includes guests as well as my colleagues. I love meeting and getting to know our guests and leveraging my security expertise to best meet their specific needs."
Paul Acosta, Department Head, Rooms Division, Four Seasons Hotel New York Downtown: “I tell my team constantly, ‘If it comes from your heart, you are not going to fail!’ The new locations are exciting, but what I find most innovative are the ways we are branching out in residential and Private Jet experiences. Our care and kindness are in the roots of the hotels; now new trees are starting to spring up from it.”
Macall Newman, Director of Rooms and Residences, Four Seasons Resort Koh Samui: “Over the past decade with Four Seasons, I have continuously been astounded by our heart, resilience and passion. While I love the big gestures made to ‘wow’ a guest, I find so much joy in the small and unexpected touches. So much has changed in 60 years, but the backbone of care and the belief in our people have been constant.”
Richard Ffrench, Banquet Captain, Four Seasons Hotel Philadelphia at Comcast Center: “When I think about the future of Four Seasons, I most look forward to seeing and being a part of the transition and transformation of how Four Seasons adapts, evolves and still excels as a luxury brand in the age of technology, continually proving that technology doesn’t mean service will be compromised, but rather enhanced.”
Ali Ender, Front Desk Manager, Four Seasons Hotel Hampshire: “Simple acts can mean a great deal to a guest. One time, a guest was running late to a wedding and found that his shoes did not have their laces. My colleague realized he had the solution – on his feet. Without hesitation, he gave his shoelaces to the guest. Four Seasons provides genuine and heartfelt care, sometimes in the most unexpected way.”
Anchalee Luadkham, Senior Chef de Cuisine, Four Seasons Resort Chiang Mai: “I have grown up all my life in Northern Thailand and am committed to the Lanna culture. I like to share my culture by bringing relevant local stories and techniques to my dishes. My personal vision for the future is to make KHAO by Four Seasons a Michelin-starred restaurant!”
Philip Bischoff, Beverage Manager, BKK Social Club, Four Seasons Hotel Bangkok at Chao Phraya River and Beverage Ambassador, Four Seasons Asia Pacific: “What I truly find inspiring at Four Seasons is to see how everyone is striving to create amazing experiences for our guests. It’s just great to have the opportunities to make people happy. We love to share our knowledge about the drinks we create. I believe that is the best way to connect with people.”
It all comes back to putting guests front and centre – and to innovations that go beyond simply adding new properties to the portfolio. In 2014, Four Seasons introduced a fully customizable mattress, letting guests choose the firmness of their beds. Five years later, the company launched an online retail site where guests can purchase the mattress, linens and more. In 2015, the Four Seasons App gave guests a new way to check in, check out, book transfers and make dining reservations; Four Seasons Chat was added as a feature in 2017. Rather than relying on chatbot technology, the platform connects guests to real live Four Seasons people for the perfect combination of high tech and high touch.
When the global pandemic began in 2020, that same guest-centric creativity led to an enhanced health and safety program, Lead With Care, building on the trust that Four Seasons has established with guests over the past six decades. As Mathews knows from her role in Hualalai, the Four Seasons App and Chat became even more important to guests during this time. “It has been a comfort to so many to still be able to receive full luxury service from the comfort of your Residence, room or beachfront cabana, all through the touch of your phone.”
Mathews sees a bright future ahead for Four Seasons, “particularly the new locations that will be created and the positive impact that they will have in those communities,” she says. “Four Seasons is always thinking big. Who knows what new product we might create that will become a standard in the industry in 20 years?”
2000 to 2009: Global Luxury, Away and at Home
In the first decade of the 2000s, Four Seasons invited guests into every continent except Antarctica – and welcomed them home in Residences around the world.
Before Valencia Albuquerque became Residences Manager at Four Seasons Private Residences Abu Dhabi at Al Maryah Island two years ago, she was Front Desk Manager at the Hotel there, and before that she was Chef Concierge at Four Seasons Hotel Mumbai. She’s been with Four Seasons since it entered the Indian market, joining the Mumbai team in 2007 as a Food and Beverage intern during the Hotel’s pre-opening days and becoming a Concierge after it opened in 2008.
From 2000 to 2009, Four Seasons saw tremendous growth in its geographic reach and in its reputation as a leading provider of luxury – not only in travel but also in residential offerings. And its entry into the Middle East and North Africa region at the start of that decade – opening Four Seasons Hotel Cairo at The First Residence in 2000 and Four Seasons Resort Sharm El Sheikh in 2002 – was a major milestone.
“As some of the world’s key points of connection, cities like Dubai, Abu Dhabi, Riyadh and Doha are important transit points for Europe, the Americas and Asia,” Albuquerque says. Four Seasons guests and residents in this region are “highly mobile and discerning individuals who demand the best and have experienced the best, staying at our flagship properties around the world.”
By the end of the decade, Four Seasons had a total of 50 properties, with a presence on every continent except Antarctica. In addition to the new properties in Cairo and Sharm El Sheikh, Four Seasons opened its first property in China, in Shanghai, in 2002 and its first mountain resort, Four Seasons Resort and Residences Jackson Hole, in 2003. Residential offerings were becoming more fully integrated, and the idea of the Four Seasons lifestyle was beginning to emerge.
Valencia Albuquerque, Residences Manager, Four Seasons Private Residences Abu Dhabi at Al Maryah Island: “When you stay with us, we get to know you, but when you live with us, you truly develop a deep, human connection. You become a part of our family. We are there for birthdays, anniversaries, weddings and every special moment. It becomes 365 days of joy.”
Ahmed Attas, Discovery Centre Manager, Four Seasons Safari Lodge Serengeti: “It is exciting to be part of the only current Four Seasons safari property –to have the opportunity to help educate guests on the wildlife, nature and communities of the Serengeti, while also ensuring our own contributions to protecting and preserving our environment and the magnificent wildlife here.”
Jane Kim, Resort Manager, Four Seasons Resort and Residences Napa Valley: “We come from all different backgrounds, so it’s important to take the time to understand everyone’s points of view. We are constantly learning and adapting to provide the best experience possible for both guests and team members. I’m excited to see how we continue to grow and evolve.”
Anas Al Qusairi Executive Pastry Chef, Four Seasons Hotel Amman: “I sometimes sit back and reflect on my time withFour Seasons, and I am very proud to have been the first and only Jordanian Executive Pastry Chef at Four Seasons Hotel Amman. I see an optimistic future for the world’s leading luxury hospitality company.”
Ashish Sharma, Head Bartender, Four Seasons Hotel Kuala Lumpur: “It’s tempting to think that alone we can achieve many things –but the truth is, your dream or vision turns into reality with teamwork. At Bar Trigona, we have so many stories to share on how we have embraced not one but five local farmers. I love sharing with guests the value of local products, no matter where I am. There is so much abundance.”
Diego Angarita, General Manager, Four Seasons Resort and Residences Anguilla: “I have been a part of Four Seasons for over 20 years and have worked in seven of our hotels and resorts. During that time, I have learned that even though we have amazing products, our people truly are the real asset. I find it incredible that we can foster the same care for serving others no matter what part of the world we are in.”
Atmawin Adiputra, Guest Experience Manager, Four Seasons Resort Bali at Sayan: “I like to share the unique culture of the island of Bali, helping guests appreciate the balance of nature and life.”
Serap Akkuş, Senior Food & Beverage Director, Four Seasons Hotel Istanbul at the Bosphorus and Four Seasons Hotel Istanbul at Sultanahmet: “Four Seasons has given me a philosophy for life – not only my work life, but my whole life: Feel valuable and make others feel valuable. I look forward to anticipating and meeting the needs of new generations in the future, in the most beautiful places in the world."
Max Musto, General Manager, Four Seasons Hotel Firenze: “With 22 years in the company, and having worked at13 different properties, I’ve met so many guests. I feel blessed to listen to their experiences. I love to speak with them about their travels, and I like to share with them all of my travels, too. Every time you experience a new culture, your life is enriched. I am very excited about the growth of the company in Italy, and looking forward to seeing what the Italian collection will look like in a few years!"
Leong Then, Asian Chef de Cuisine, Far & EastFour Seasons Hotel Bengaluru at Embassy ONE: “I have worked in a few Four Seasons hotels spanning the globe – namely Mumbai, Seychelles, Singapore, and now Bengaluru. I have learned immensely from the opening of a hotel – the thrill of the curtain rising, the teamwork, the making of the opening menus – and it is an experience second to none.”
“The Private Residences are an enhancement of our legendary personalized service,” Albuquerque says. “When you stay with us, we get to know you, but when you live with us, you truly develop a deep, human connection. You become a part of our family. We are there for birthdays, anniversaries, weddings and every special moment. It becomes 365 days of joy.”
Albuquerque takes great pleasure in welcoming new residents home for the first time. “Especially in Abu Dhabi, where we have a large expat community, we want to provide them that familiarity,” she says. “It is this human connection that is the reason for our success. Every day they wake up feeling like they are on a staycation with their Four Seasons family.”
Even as tech boomed during this decade – and as Four Seasons moved into private ownership in a partnership between Prince Al-Waleed bin Talal and Microsoft’s Bill Gates – Four Seasons stayed focused on the human touch. “The digital space has become crucial to the way we interact with guests,” Albuquerque says. “While the preference and means of guests has changed toward digital communication, it has been vitally important for us to maintain the same foundation and be firmly rooted in our values. I only see this space growing in the coming years.”
Albuquerque fully expects Four Seasons to continue to evolve in ways that make guests’ and residents’ experiences even better. “Since the very beginning, we have been a company of innovators,” she says. “We are always the first movers in key spaces that elevate the guest experience. We feel strongly that our service standard and our philosophy will continue to be highly appealing to our loyal Four Seasons guests and residents around the world.”
Check back later this year to meet more Four Seasons people and to journey deeper into the story of Four Seasons through the decades.
