Chamber told service is still in style





TAKING NOTES—Calabasas Chamber of Commerce members learn some of the secrets to customer service during a recent luncheon at the Four Seasons Hotel in Westlake Village.

TAKING NOTES—Calabasas Chamber of Commerce members learn some of the secrets to customer service during a recent luncheon at the Four Seasons Hotel in Westlake Village.

Good ethics, transparency and honesty are critical ingredients in attracting and retaining satisfied customers, said Michael Newcombe, general manager of the Four Seasons Hotel in Westlake Village, at a Calabasas Chamber of Commerce luncheon last week.

A leader with Four Seasons Hotels and Resorts since 1994, Newcombe became general manager of the local hotel last year.

“People, product and profits are the backbone of the way we do business,” Newcombe said.

In addition to leading 650 employees and all operations at the hotel, he oversees the on-site California Health and Longevity Institute.

The 270-room hotel on Lindero Canyon Road includes a lifestyle center where good health is promoted through nutrition and exercise, and guests can create personalized health improvement and maintenance programs.

Before coming to Westlake Village, Newcombe was general manager of the Four Seasons Resort and Club Dallas at Las Colinas in Texas. He was the opening general manager of Four Seasons Hotel Hampshire in England and manager of Four Seasons Hotel Dublin. He assisted with the reopening of Four Seasons Hotel Sydney.

Newcombe holds a business management degree from Solent University in Southampton, England and a post-graduate diploma from Ecole Hôtelière de Lausanne in Lausanne, Switzerland.

He said prospective Four Seasons employees go through a rigorous interview process to ensure they will be a good fit with the company. “ Four Seasons is not about brand; it’s about people doing something they genuinely love,” Newcombe said.

The general manager encourages communication between employees and staff leaders, and makes a point of acknowledging individuals for their contributions.

“Recognition of human resources creates loyalty with employees,” said Newcombe who, when he first joined the company, was mentored by Isadore Sharp, founder of the Four Seasons Hotel chain.

Originally from Stratfordupon Avon in England, Newcombe said his passion for the hospitality industry began in childhood.

“ The secret of success is you’ve got to do something you love. I can’t wait to get to work, and I love what I do,” he said.

Newcombe said he strives to create an environment where both the customers and the employees will want to share their concerns so problems can be solved.

“ You can’t always get it right, but we fight tooth and nail to not let anyone leave that door until we’ve corrected it,” he said.

The hotel chain offers ongoing training to its employees and continually seeks feedback from its clients.

“ Perception plays such a huge part in customer service. Every customer is special, and everyone has a different expectation of what good customer service is,” Newcombe said.

He told about a recent problem that allowed him and his employees to help a guest in an unforeseen way after she fell in a hotel bathroom.

The guest complained her back was hurting. The hotel offered to perform an MRI using the on- site imaging service at the Health and Longevity Institute. Aside from finding swelling in her back, the in-house physician discovered the woman had advanced kidney cancer.

She was immediately taken to Cedars-Sinai hospital, where surgeons removed the tumor.

Sixty-five people attended the Chamber event at Calabasas Country Club on Aug. 23 to hear Newcombe speak.

Bonnie Mulholland of Keller Williams Realty introduced Newcombe at the lunch.

She said David Murdock, who owns the hotel, knew exactly what she was doing when he chose Newcombe to manage the Westlake Village Four Seasons.

“Michael has the ability to inspire his staff and make sure they provide personalized attention to guests,” she said.


Michael Newcombe

Michael Newcombe

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