Four Seasons Hotel Tokyo at Otemachi

Lead With Care 

To support the development of enhanced health and safety measures as well as the procurement of supplies and equipment for Lead With Care implementation, Four Seasons will be working closely with EcoLab and International SOS –  who were also critical in the transformation of Four Seasons hotels in New York, Riyadh and Mumbai that housed medical personnel.

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.

In addition, Four Seasons continues to invest in its award-winning App and Chat that further allows guests to control how they engage with others – limiting face-to-face interactions while maintaining the highest levels of personal service. Since its launch in 2017, the popular Four Seasons Chat – one of the only in the industry to be supported by actual employees on property, versus chatbots – has received 10+ million messages and averages approximately 580,000 messages a month. Features include the ability to make and manage reservations, request luggage pickup, airport transfers, room service, restaurant and spa reservations, and much more. Wait-free check-in and check-out is also offered, while Four Seasons Chat integration offers instant translation of 100+ languages, giving guests the flexibility for contactless engagement throughout their stay.

Additional details about the Lead With Care enhanced health and safety program can be found below:

Enhanced Cleanliness:

•Each Four Seasons property appointing a Hygiene Officer focused on implementing enhancements to already stringent procedures;

•Rooms disinfected daily with EPA approved products and will have blacklight inspection by room attendants;

•Focused re-training programs for Housekeeping teams on all cleaning protocols are being implemented across the portfolio;

•Public areas cleaned hourly with extra attention to frequented areas including front desk counters and public restrooms;

•The COVID-19 Advisory Board exploring an array of options to equip properties with the latest tools and technology, including electrostatic spraying, ozone technology for air purification and/or UV technology for HVAC systems.

Heightened Guest Safety and Comfort:

•Lead With Care kits placed in each guest room providing masks, hand sanitizer and sanitization wipes, with additional masks supplied on demand;

•Social distancing measures embedded in all services for guest protection, including appropriately spaced fitness equipment, modified spa menu and services, contactless check-in and housekeeping services;

•Restaurants and bars may operate with reduced capacity to ensure adequate space and socially distant set-up;

•Nearly all restaurants providing a-la-carte service with digital menus wherever possible;

•In Room Dining offering contactless delivery outside guestrooms along with sustainable, single-use packaging;

•Four Seasons App and Chat providing guests with real-time, contactless interactions with employees from their own device on nine global platforms and in 100+ different languages.

Empowered Employees:

•Lead With Care training building on Four Seasons legendary service model and diligent attention to detail, ensuring Lead With Care procedures are delivered in a thoughtful, attentive manner that balances guest safety with personal reassurance and comfort;

•Training focused on educating and empowering employees to deliver the enhanced health and safety program with confidence, passing on this care to each and every guest and resident;

•The COVID-19 Advisory Board advising on the global training program for all employees including: ensuring employees have a well-informed understanding of the disease and its transmission, providing guidance on appropriate social distancing and use of personal protective equipment, as well as physical and mental health monitoring and support;

•Grounded in emotional intelligence, employees are undergoing behavioural training, ensuring empathetic, personalized care and connection are not lost in the absence of close contact and limited face to face interaction.

About Johns Hopkins Medicine International

Johns Hopkins Medicine International is the Johns Hopkins Medicine entity entrusted with global advancement of the mission: to improve the health of the community and the world by setting the standard of excellence in medical education, research and care. Johns Hopkins Medicine International develops high-impact collaborations throughout the world by leveraging Johns Hopkins' extensive knowledge of medicine, nursing, public health, medical education, research and health care administration to improve health and health care delivery. Johns Hopkins Medicine International also facilitates personalized, culturally appropriate care for Johns Hopkins Medicine’s global patients, as well as specialized concierge health care services.