6 Look again at the example, ‘The Four Seasons Hotel Canary Wharf’.

(a) The company has what it calls its Golden Rule; ‘Do to others (guests and staff) as you would wish others to do to you’. Why is this important in ensuring high-quality service?

(b) What do you think the hotel’s guests expect from their stay?

(c) How do staff who use their own initiative contribute to quality?