Look again at the ‘Operations in practice’ example that includes a description of the Four Seasons 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?

(b) How do staff using their own initiative contribute to quality? L025