Cornell Series Showcases Hospitality Industry Expertise

Series Launches with White Paper by Four Seasons Executive

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. October 14, 2008

CORNELL CENTER FOR HOSPITALITY RESEARCH SHOWCASES INDUSTRY EXPERTISE IN NEW WHITE PAPER SERIES

ITHACA, NY, October 30, 2006. "The Power of Personal Service - Why It Matters, What Makes It Possible, How It Creates Competitive Advantage" is the first white paper in a new series from Cornell University's Center for Hospitality Research. The series will draw on the expertise of hospitality industry leaders for their insights on the issues that matter most to senior executives. The new report, is available at no charge from the Cornell Center for Hospitality Research, at http://www.hotelschool.cornell.edu/chr/industry/html.

In the compelling paper that launches the "Industry Perspectives" series, Barbara Talbott, Executive Vice President, Marketing at Four Seasons Hotels and Resorts, reflects on the evolution of service, and offers critical analysis for today's hospitality industry.

Talbott explains how company founder Isadore Sharp redefined hospitality service in 1971, when he opened the company's first hotel in London. Quoting Sharp, Talbott recalls the insight that led Four Seasons to focus on the needs of the high end traveler: "When we looked closely, it became clear that the greatest luxury for our customers was time, and service could help them make the most of that." Thus was born the 24-hour hotel, offering services and amenities tailored to the continually evolving needs of the most discerning business and leisure travelers.

Far from simply a history lesson, Talbott's white paper explains how Four Seasons has continued to develop its unique service culture even as it has expanded worldwide, notably by carefully selecting and nurturing employees. The result has been industry-leading room revenues and profitability, and a reputation that competitors aspire to.

"The Four Seasons story shows how paying specific attention to meeting customers' needs can result in a company's success," noted Mark Lomanno, president, Smith Travel Service. "I'm pleased that Barbara Talbott has taken the time to share her analysis of how that process was created." Both Lomanno and Talbott are members of the Center's Advisory Board.

Future white papers will address other companies and areas of the hospitality industry. "Barbara Talbott's paper sets an excellent example of the level of material we expect to publish in this series," commented David Sherwyn, academic director of the Center for Hospitality Research. "I welcome queries from other industry leaders who would like to participate in this forum."

"The Power of Personal Service - Why It Matters, What Makes It Possible, How It Creates Competitive Advantage" by Barbara M. Talbott, Ph.D. is available from the Center's web site, at www.chr.cornell.edu. Thanks to the support of the partners listed below, all Center publications are made available free of charge.

About The Center for Hospitality Research

A unit of the Cornell School of Hotel Administration, The Center for Hospitality Research (CHR) sponsors research designed to improve practices in the hospitality industry. Under the lead of the Center's 51 corporate affiliates, experienced scholars work closely with business executives to discover new insights into strategic, managerial and operating practices. The Center also publishes the award-winning hospitality journal, the Cornell Hotel and Restaurant Administration Quarterly. To learn more about CHR and its projects, visit www.chr.cornell.edu.

CHR Partners and sponsors: AIG Global Real Estate Investment, Expedia, Inc., Four Seasons Hotels and Resorts, HVS International, JohnsonDiversey, Inc., Kohinoor Group, Marsh's Hospitality Practice, Nestl'e, PricewaterhouseCoopers, Smith Travel Research, Southern Wine and Spirits of America, Inc., SynXis (a Sabre Holdings Corporation), Taj Hotels Resorts and Palaces, Thayer Group of Companies, Travelport, and Wimberly Allison Tong & Goo.

CHR friends: 4Hoteliers.com o ARAMARK o Caribbean Hotel and Restaurant Buyers Guide o DK Shifflet & Associates o ehotelier.com o Estrela Marketing Solutions o Fireman's Fund o Gerencia de Hoteles & Restaurantes o Global Hospitality Resources o Hospitality Confections o Hospitality Financial and Technology Professionals (HFTP) o hospitalitynet.org o hospitalityInside o Hotel Asia Pacific o Hotel China o HotelExecutive.com o Hotel Interactive o Hotel Resource o International CHRIE o International Hotel and Restaurant Association o International Hotel Conference o iPerceptions o KPMG Japan/Global Management Directions o Lodging Hospitality o Lodging Magazine o PKF Hospitality Research o Resort+Recreation o The Resort Trades o RestaurantEdge.com o Shibata Publishing Co. o The Lodging Conference o Taste & Travel o TravelCLICK o UniFocus o WageWatch, Inc. o WiredHotelier.com

CONTACTS:

Glenn Withiam, 607.255.3025; [email protected]

Cydney Peters, 607.255.8698; [email protected]