In the hospitality industry, companies often say that taking care of their employees will inevitably result in the best possible customer service for guests. In this episode, Christian Clerc, the President of Worldwide Hotel Operations for the global luxury brand Four Seasons Hotels & Resorts, explains how happier employees have resulted in better guest feedback. He also shares an anecdote about how he personally handled an emergency for a high-profile guest with a plot twist that is straight out of the classic Hollywood screwball comedy “What’s Up, Doc?”