TORONTO — Four Seasons Hotels and Resorts is collaborating with Johns Hopkins Medicine International to validate its new global health-and-safety program, ‘Lead With Care,’and provide ongoing, real-time guidance on the evolving COVID-19 situation. The program will be reviewed and validated by Johns Hopkins Medicine experts and implemented by dedicated teams at Four Seasons properties around the world.
“Within this new environment, our singular goal is to provide guests, residents and employees with the confidence and assurance that their health and safety is our first priority,” says John Davison, president and Chief Executive Officer, Four Seasons Hotels and Resorts. “We’re incredibly proud to work alongside the renowned experts at Johns Hopkins Medicine International, leveraging their global expertise to strengthen our already stringent health-and-safety measures through our new Lead With Care program…This new program is about offering genuine care and the highest levels of service, enhancing procedures to protect our guests, residents and employees, while also ensuring they feel safe and reassured.”
Johns Hopkins Medicine International and Four Seasons have established a dedicated COVID-19 Advisory Board, bringing together Four Seasons leadership and top experts from Johns Hopkins Medicine International to inform health-and-safety decisions based on the latest scientific knowledge. Evolving in lockstep with rapidly changing discoveries, the COVID-19 Advisory Board will create, enhance and review current procedures, along with virtual and in-person training to guide implementation of Lead With Careacross Four Seasons’ global portfolio.
Grounded in healthcare expertise and enabled by access to leading technologies and tools, the Lead With Care program is focused on providing care, confidence and comfort to all Four Seasons guests, employees and residents within the new COVID-19 environment. The new program outlines clear procedures that educate and empower Four Seasons employees to take care of guests and each other.
“Along with already-commonplace measures, such as more sanitizers, masks and heightened cleaning and hygiene, our collaboration with Johns Hopkins equips our property teams with access to leading international experts and real-time COVID-19 information, enhancing our tools and training to deliver an experience grounded in safety and trust,” says Christian Clerc, president, Global Operations, Four Seasons Hotels and Resorts. “While the Four Seasons experience may look different in this new environment, it will ultimately feel the same — our dedicated people will continue to deliver the same intuitive service and personalised care for which Four Seasons is known and trusted for the world over.”
Four Seasons collaboration with Johns Hopkins Medicine International will ensure the review and validation of the Lead with Care program in two phases:
- Review and Validation – involving a comprehensive review of Four Seasons’ existing health and safety procedures along with enhanced protocols in response to the current situation at a global, regional and property level
- Ongoing Guidance – providing Four Seasons with ongoing collaboration with the Johns Hopkins Medicine International team, including direct access to curated critical updates, relevant COVID-19 research outcomes and expert advice to ensure real-time adjustments to operating procedures. Customized through on-property Hygiene Officers, this will allow Four Seasons to respond quickly and anticipate future needs, providing assurance that all appropriate infection-control safety measures have been taken.
Four Seasons and Johns Hopkins will also establish a joint Response Team where senior experts in infectious diseases from Johns Hopkins will provide on-demand response and guidance to hotels facing COVID-19 situations.
Lead with Care
To support the development of procedures to be verified by Johns Hopkins, as well as the procurement of supplies and equipment for Lead with Care implementation, Four Seasons will be working closely with EcoLab and International SOS.
The program features a range of initiatives focus on establishing enhanced cleanliness, heightened guest safety and comfort and empowered employees. While guests will see many of the enhanced Lead with Care procedures, behind-the-scenes measures will also take place through employee training, additional food-handling protocols and enhancements to ventilation systems and other back-of-the-house operations.
The company also continues to invest in its App and Chat, which allows guests to control how they engage with others — limiting face-to-face interactions while maintaining the highest levels of personal service.