Sneha Kulkarni 1) Key learning from the case as far as service delivery is concerned 1) If service delivery is happening in multiple

countries then because of the difference in local cultures service delivery should be adapted to the national environment without compromising on basic service standards under any cost. 2) People (Employees , customers ) are very important in service management and service delivery so treat them the way they want to be get treated . 3) Providing services to customer until customer satisfaction is reached is required. 4) Employee attitude, beliefs ,the way they treat customers can be barriers in the service delivery due to cultural differences so Employees should be trained before hand culture specific service elements. 5) No Excuse is a key element of an excellent service delivery. 6) Customer satisfaction is the most important thing in hotel industry , customers can be most satisfied when every part of the organization is working together with cooperation,respecting each others contribution and importance. 7) High quality and truly personalized service does make a difference.

2) 7 key elements of service offerings . 1) Create and follow Locally Flexible standards . For example one standard stated that the coffee cup should be left on the table at breakfast so that guests could choose to refill their cup . This is perceived as a lac of service in France so it was changed there. 2) Maximize the value of customer's time by value creation services. 3) Standards are created to have a uniformity in the service delivery at all the places. These standards are minimum expectations thats why go beyond standard if possible and make customer happy.

4) provide high quality , and personalized service to everyone , everywhere and all the time which shows you care about your customers. 5) Treat others (Guests) as they wish to be get treated. 6) Singularity : The process of opening and operating hotel is same , anywhere in the world. 7) Take ownership of the customer's requests and be well informed about the product and the services . 3) Does this surprise You 7 key element of service offerings did surprise me because generally we did not take all these elements into account when we are delivering a service . For eg maintaining singularity anywhere in the world but still adapting to country specific standards is tough. 4) Four seasons expansion to Paris Service approach. 1) Four seasons should follow the global operating procedures and standards but be sensitive to the local issues and needs . Service is a personalized thing so culture and needs are to be addressed importantly . 2) Four Seasons should keep the very French things as it is and follow them .for eg having serious chef and serious food is important in french culture so even though its different than four seasons operating culture they should respect it and follow it . 3) Adaption to the workers unions and also work week standards is important. 4) Management style of the company should be responsive to the feedback and improvements.