How Four Seasons Turns Recruiting into Competitive Advantage

In this issue of the HBR Executive Agenda, Four Seasons CEO Alejandro Reynal speaks with HBR editor at large Adi Ignatius about how the luxury services company hires for attitude and trains for skill, screening candidates through up to six or more interviews with senior leadership before extending an offer. The company looks for emotional intelligence, empathy, and good judgment, traits Reynal says help staff exceed guest expectations.

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