Created in partnership with Johns Hopkins Medicine International, “Lead With Care” is being rolled out at the brand’s properties worldwide.
In a statement released on May 13, Four Seasons announced the launch of Lead With Care, a new health and safety program “grounded in the principles of care, trust, and service” that marks a broader collaboration with the global division of healthcare and research leader Johns Hopkins Medicine. Experts from Johns Hopkins will be on hand to validate the group’s enhanced health and safety measures—which will be implemented by dedicated teams at Four Seasons properties around the world—and provide ongoing, real-time guidance on the evolving Covid-19 situation.
“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 CEO of Four Seasons Hotels and Resorts. “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 that they feel safe and reassured.”
Part of those efforts involve the creation of 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. The advisory board will enhance and review current procedures and create new ones, while using virtual and in-person training to guide the implementation of Lead With Care across Four Seasons’ global portfolio.
The first phase of the collaboration with Johns Hopkins 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. After the initial phase is complete, Johns Hopkins will provide Four Seasons with curated critical updates, relevant Covid-19 research outcomes, and expert advice to ensure real-time adjustments to operating procedures. These will be customized according to the needs of each property. Four Seasons and Johns Hopkins will also establish a joint Response Team in which senior experts in infectious diseases will provide an on-demand response and guidance to hotels facing Covid-19 situations.
Enhanced cleanliness is one of the pillars of the Lead With Care program; each Four Seasons property will appoint a hygiene officer focused on implementing enhancements to already stringent procedures. Guest quarters will be disinfected daily with EPA-approved products and will have blacklight inspections by room attendants. Public areas are to be cleaned every hour, with extra attention paid to areas such as front desk counters and public restrooms.
There will also be changes to ensure the safety and protection of guests. Lead With Care kits placed in every guest room will provide masks, hand sanitizer, and sanitization wipes, with additional masks supplied on demand. Social-distancing measures will be employed throughout each property, with fitness equipment spaced appropriately apart, modified spa menus and treatments, as well as contactless check-in and housekeeping services. Dining and drinking venues may operate at reduced capacity, and nearly all restaurants will provide à la carte service with digital menus wherever possible. Personalized care—a hallmark of the brand—will continue via Four Seasons App and Chat, allowing guests to have real-time, contactless interactions with employees from their own device on nine global platforms and in over 100 different languages.
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.