Four Seasons Hotels and Resorts has announced a collaboration with Johns Hopkins Medicine International for its new global health and safety program, Lead With Care. A dedicated COVID-19 Advisory Board has been formed to advise health and safety decisions. Four Seasons also will be working with EcoLab and International SOS to support the development of procedures verified by Johns Hopkins.
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 the implementation of Lead With Care across Four Seasons’ global portfolio. This builds upon the early experience of Four Seasons Hotel New York that was transformed into a safe zone environment in a matter of days, implementing enhanced procedures to safely house guests, as well as properly train all employees.
The Lead With Care program focuses on providing care, confidence and comfort to all guests, employees and residents amid the COVID-19 situation. The new program outlines clear procedures that educate Four Seasons employees to take care of guests as well as each other. “Along with already-commonplace measures such as more sanitizers, masks and heightened cleaning and hygiene, our collaboration with John Hopkins equips our property teams with access to leading international health 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.
The Lead With Care Program will be reviewed and validated in two phases. Phase one, Review and Validation, involves 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. Phase two, Ongoing Guidance, provides 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.
Four Seasons and John Hopkins will establish a joint Response Team where senior experts in infectious diseases from John Hopkins will provide on-demand response and guidance to hotels facing COVID-19 situations. Also, working closely with EcoLab and International SOS to support the development of procedures to be verified by John Hopkins, as well as the procurement of supplies and equipment for Lead With Care implementation. Behind-the-scene measures will also take place through employee training, additional food handling protocols and enhancements to ventilation systems and other back-of-the-house operations.
In addition, Four Seasons also continues to invest in its mobile app to further allows guests to control how they engage with others, limiting face-to-face interactions and allowing guests to request luggage pickup, airport transfers, room service, restaurant, spa reservations and more. Wait-free check-in and check-out are also offered, while Four Seasons Chat integration offers instant translation of more than 100 languages, giving the flexibility for contactless engagement throughout their stay.