Hotel Online Special Report

Four Seasons Hotels and Resorts Marketing to the Extended-Stay Guest Segment  with the 
"Call Us Home" Program
TORONTO, Canada - July, 1999 - Even the most intrepid travelers can be inconvenienced when business or pleasure takes them away from home for more than a few weeks. 

Addressing the increased need for comfort and service on an extended stay, Four Seasons Hotels and Resorts has introduced the “Call Us Home” program for guests who stay more than fourteen days at select Four Seasons or Regent properties. The program incorporates a wide range of service options, catering to the individual needs and preferences of each guest to create a home-away-from-home ambience for the duration of the visit.

With advance notice, Four Seasons staff can make arrangements for guest rooms to fit personal needs, special business support and personalized menus before a guest’s arrival, making the transition from home to hotel simple and seamless. Guest rooms can be equipped with a work desk, computer hook-up and fax machine. Rooms can also be outfitted with a video player and kitchen items, including a toaster, refrigerator, coffee maker, dishes and utensils. The “Call Us Home” program allows visitors to consult with the hotel chef to create individual menus according to dietary preferences, and to request an in-room supply of staples such as coffee, milk, juice, bread and cereals - all replenished on a continual basis. For children, favorite dishes can be incorporated into a special menu. 

Jonathan Sicroff, Singapore-based vice president of sales and marketing, said, “The needs of a long stay guest are very different from the regular guest. We help long-stay guests establish a routine that is reminiscent of home and reflective of their personal preferences. The key is prompting the guest during the ‘settling in’ process.” 

Daily services are established on a regular schedule with the Concierge and include delivery of preferred newspapers, special transportation to work or school, child-care services, housekeeping, private bar replenishment and turndown. Fitness requirements can be discussed in a meeting with the spa or fitness director, who can also recommend local paths for guests eager to maintain their outdoor walk/run/biking regime. A personal trainer, routine spa or massage treatments can all be arranged during consultation. The chef is happy to prepare specialized menus or simple snacks to create a home-like experience. Sicroff adds, “most of these guests are away from home on very demanding business assignments. The ease of establishing a routine in a Four Seasons hotel allows greater productivity that may not be possible in a serviced apartment.”

Four Seasons Hotel Singapore long-stay guest Mrs. Beverly Moffett mirrors Sicroff’s comments. “When my husband, an executive with Morrison-Knuedsen, and I moved to Singapore over 2 ½ years ago we planned to find a great apartment. Soon though we realized that life was far superior in the hotel and began to enjoy all the benefits of hotel living. The chef and all the staff really make it so simple—it will be very hard to go back to living in a house or apartment. The people at Four Seasons really feel like our family and the hotel like a true home away from home.” 

Additional features of the “Call Us Home” program include use of check cashing, special billing and small financial services; cellular phones and technical support; and children’s services. Guests can request a simple fax-back questionnaire that equips Four Seasons staff to anticipate specific needs and create a personalized program. 

Four Seasons Hotels and Resorts is the world’s leading operator of luxury hotels and currently manages 43 properties in 18 countries, primarily under the Four Seasons and Regent brand names. In 1998, Four Seasons acquired management of The Ritz Hotel in Lisbon, opened its second resort in Bali (at Sayan), and assumed management of the Kuda Huraa Reef Resort in the Republic of the Maldives. In March 1999, Four Seasons opened a hotel in Las Vegas, Nevada; and other expected openings in 1999 include hotels in Paris, France (the reopening of the George V); Canary Wharf in London, England; and Cairo, Egypt (the company’s first property in the Middle East); and resorts in Punta Mita, México and Scottsdale, Arizona (both resorts will include vacation ownership developments). While most hotels bear the respective names of Four Seasons or Regent, some do not, including The Ritz-Carlton in Chicago and The Pierre in New York. Four Seasons Hotels Inc. is traded on the New York Stock Exchange under the ticker symbol “FS.” 

Julia Gajcak
Four Seasons Resorts 
Bali & Maldives
Tel: (62-361) 701010
 [email protected] 
Also See: US Demand for Extended Stay Properties at Approximately 300,000 Rooms - Current Supply is Less than 100,000 / Sept 1998 
What Matters Most to Extended Stay Travelers?- Study Uncovers Little Things / Nov 1998 

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