Building a Business That Delivers Five-Star Service @harvardbusinessreview
Building a Business That Delivers Five-Star Service @harvardbusinessreview
Uploaded July 2026 | Updated September 2026, 28 minutes ago
Four Seasons president and CEO Alejandro Reynal joined HBR editor at large Adi Ignatius to explain the three leadership practices behind Four Seasons' legendary customer service: hire for attitude, train for skill, and build a culture where people are empowered to deliver authentic, unscripted care.

HBR Executive subscribers can watch the full video here: https://s.hbr.org/4gKJeD9
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Building a Business That Delivers Five-Star Service

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