Simon Casson

CEO for Corinthia Hotels, former President Operations, EMEA, Four Seasons Hotels

Simon Casson

Simon Casson

Simon Casson is CEO at Corinthia Hotels, formerly President - Operations EMEA at Four Seasons. He was responsible for the Four Seasons hotel operations across a diverse portfolio including more than 40 operating properties. Delivering what Simon calls “the quantum leap from good to great” is a relentless task. At every moment, every day, for every customer, in every hotel, Four Seasons earns its reputation. Managers’ expectations are “unreasonably high” matching those of their customers.

Themes

Culture
Customer Centricity
New & Noteworthy

Travels from

London, UK

Biography

Simon took great pride in working collaboratively with hotel owners to deliver the very best product in each market, delivering exceptional guest experiences, and ensuring that each destination’s culture is reflected in everything from guest room design to restaurant concepts.

Simon joined Four Seasons in London in 1989, rising through the ranks with further assignments in London, Washington, Doha, and Dubai. He was promoted to the role of President – Operations EMEA in 2016, based in Dubai.

The “business operations guy” who went from pot-washer to President at one of the world’s greatest luxury hotel groups shares moving personal insights and inspirational tales of life on the frontlines of service excellence.

Key themes Simon can cover are:

How to achieve the quantum leap from ‘good’ to ‘great’ service
The ‘systems behind the smiles’
How Four Seasons recruit and develop talent
The Four Seasons leadership ethos
The 3 steps of service – Brilliant Basics, Magic Moments
Wow me if you can
World class service recovery
How to use data to drive customer retention

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