When HR professional Arte Nathan vacationed at Four Seasons in Paris,
he had no idea the hotel would inspire a new story he would share at
every HR convention he’d ever attend.
Nathan and his family had breakfast one morning, and left to tour the
city. His daughter saved half her croissant for later that day. But
when they returned, the pastry was gone. Naturally, housekeeping
assumed that the half-croissant was trash and removed it.
Or did they?
A light was blinking on the room’s telephone. It was a message from
the front desk.
The clerk stated that housekeeping had removed the croissant from the
room, assuming that upon return the rightful owner would prefer a
fresh pastry. The front desk contacted the kitchen to set aside a
croissant, and room service was informed that upon request, they would
need to deliver the pastry posthaste.
Nathan was awestruck.
Departments across the entire hotel—the front desk, housekeeping,
kitchen, room service—operated together as one big team to deliver
an unbelievable customer experience.
It could have easily gone another way if these departments had been
working in silos, but their seamless collaboration is instead the
stuff of customer delight.
And the envy of other property operations experts.
All operational teams can achieve this level of customer service when
united with the right data and tools to reduce reaction time, improve
communication, and align processes towards a common goal of delivering
What could your teams achieve if they didn’t have to chase approvals
and shuffle between multiple tools, sheets, calls, emails, and
paperwork? What if they instead had access to real-time information
like the Four Seasons? Wouldn’t tenant satisfaction be closer than
This month, we’ve curated resources to help you take that first step
toward frictionless operations and experiences in your buildings.