German-born hotel executive Michael Branham has been with the Four Seasons since 1997 and held management positions all around the region including Indonesia, Japan, Singapore and Thailand and China.
His first Four Seasons assignment was Director of Food and Beverage at the Four Seasons Hotel Jakarta; and his inaugural General Manager posting was with Four Seasons Hotel Tokyo at Marunouchi in 2007.
Branham was at the Four Season Hotel Hangzhou for 6 years before joining the newly opened Four Seasons Hotel Suzhou in December last year.
Last month I visited the hotel for a tour to write a review, led by their capable Marcom team. We crossed paths with Branham, twice！That was an interesting episode.
- What do you do at Four Seasons Hotel Suzhou?
I am the hotel general manager. I am responsible for the overall operation and management of the hotel, including but not limited to coordinating the daily work of all departments; ensuring service quality; formulating development strategies; managing financial budgets; supervising marketing.. Just to name a few obvious.
I am committed to providing guests with excellent stay and dining experience, while enhancing hotel competitiveness at the same time.
- Tell us about your journey, how did it all start?
My journey with Four Seasons began at the Four Seasons Hotel Jakarta, where I was responsible for F&B. I still remember my first interview with Alfons Konrad, then Vice President of Food & Beverage of our Group.
When Alfons described to me the tremendous effort that the Four Seasons had put into creating unforgettable and luxurious guest experiences, I knew then this would be where I belonged.
- What made you decide to pursue a career in the hospitality industry?
Going to different countries and experiencing differenced cultures.
- How would you define the purpose of a hotel?
We are in a people-oriented industry, each guest is a unique individual and they come with expectations. Our responsibility is to weave a good memory for them.
- What education have you received in hotel management and hospitality?
After completing advanced management program with the Berkeley/Nanyang University (San Francisco/Singapore), I went to the Universität München, Germany to complete a Diplom-Betriebswirt degree in Business Administration.
- What motivates you about working in hospitality?
Formulating new ideas and designs at work.
- Why do you want to be a manager for this hotel?
Four Seasons Hotel Suzhou is on a beautiful l island, the longer you stay, the more you will love it.
- What have and what will you try to accomplish in this hotel?
Getting our Chinese restaurant Jin Jing Ge on Michelin Guide and Black Pearl Award.
- What category of guests do you receive? Leisure, business, domestic?
We cater mostly leisure travelers in and out of China.
- What attractions would you recommend to hotel guests?
The classical gardens of Suzhou (they are UNESCO World Heritage sites) and our hotel activities such as horse riding, sailing and helicopter flight which is exclusive our hotel.
- What is the USP (Unique Selling Proposition) of the hotel? How has the hotel positioned itself in this competitive market?
- Located on a private island with lakeside views and nestled in landscaped gardens, Four Seasons Hotel Suzhou offers an elevated resort experience while being just moments away from the vibrant heart of the city. Guests can experience calm and quiet or take part in outdoor activities to recharge and rejuvenate.
- A private island atmosphere that stands out from high-rise city hotels around Jinji Lake, set against a backdrop of beautiful, landscaped gardens, water features, generous open spaces and tranquil lake views
- A stellar Kids Club program that engages kids with programs for all ages, allowing parents to truly relax
- Luxury garden villas and Penthouse Suites offer top-of-the-range accommodation
- Home to a diverse suit of elevated dining experiences including a Chinese restaurant with a growing reputation and a myriad of creative private dining locations throughout the island
- Special access to local experiences such as private pastel painting class, embroidery meditation, boating on Jinji Lake and water sports.
- The island is a short drive from Suzhou’s local restaurant scene at Li Gong Di and famous sites of silk production, historic waterways, and world-renowned classic gardens
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- Could you tell us about some new initiatives that the hotel has recently unveiled?
Depending on the festivities like the more imminent ones of Christmas, New Year and Chinese New Year, we dress up the island to welcome our guests. Other will include Meditation, Yoga, and the Special Winter Spa.
- What are the sustainable practices that the hotel follows?
We are plastics-free.
- In your opinion, what factors contribute to excellent customer service?
As the saying goes Happy Staff Happy Customers. We value job satisfaction of our associates.
- What is your leadership style?
Caring of the associates and Passionate about work.
- What are your greatest strengths?
Understanding different cultures and incorporating them into hotel service.
- In your opinion, what is the most challenging aspect of a hotel manager’s job?
To balance multiple aspects of a hotel such as meeting guest expectations; managing staff; controlling costs; and keeping up with market competition.
There will always be unexpected situations, such as dealing with a difficult customer or responding to a sudden emergency, which leads to another aspect, quick effective decision making.
- Tell us about a time when you demonstrated your leadership.
At the Four Seasons Bali during the pre-opening of Sundara Beach Club, I led the team deal with various situations and coordinate with different departments. Through clear communication, motivation, and hands-on leadership, we successfully launched the club.
Shortly after its opening in 2013，the beach club was listed among the top 50 beach bars in the world by CNN.
- How would you motivate the staff of this hotel to try their very best each day in work?
By recognizing their efforts and appreciating them immediately.
20. On that note, what advice do you have for other GMs insofar as staff retention, staff training and staff motivation?
For employee loyalty, it is important to create a good working environment, including benefits, development opportunities and recognition. Employee training should be ongoing and tailored to their needs and the requirements of the hotel.
When it comes to motivation, set clear goals, and provide regular feedback, involve employees in decision-making processes related to their work, and make them feel valued.
- What are some of the new trends the hotel is witnessing?
Guests have an increased demand for local experiences and are placing more attention on sustainability.
- How will you react to a negative review or complaint from a guest while staying at the hotel?
We pay great attention to it. First, the guest is contacted immediately so as to understand the problem, then the problem is investigated, and a solution is proposed as soon as possible. We will communicate with guests throughout the process and ensure that measures are taken to prevent similar problems from happening again.
- How would you deal with a difficult customer?
The golden rule of the Four Seasons: Treat others as you would wish to be treated. I believe problems can be solved.
- How do you stay current with industry trends?
By attending industry conferences, reading industry related publications, participating in webinars, and interacting with peers in the industry.
I also encourage team members to share new information they come across.
- Have you or your hotel received any industry accolades and awards?
Yes, we have our fair share. I was recently honored The Most Valued GM Award by the China Hospitality and Travel Innovation Alliance.
The hotel has been awarded the Most Valued New Opening Hotel by Travel Leisure, the Hot List by Condé Nast Traveler, to name a few.
Our Chinese restaurant Jin Jing Ge and Executive Chef Charles Zhang have also been awarded the New Restaurant and Potential Chef of the Year by Food & Wine and Fu Chef respectively.
- What do you see yourself in 5 years？
I hope to keep contributing to the Four Seasons and exploring even better ways to enhance guest experience.
- What are your interests outside of work?
I love the outdoors and music. I do running, hiking, biking and skiing with my two sons, Benjamin and Daniel; and I enjoy spending quality time with my wife, Renata.
- What advice would you give to youngsters joining the field?
Love and put your heart into it and you will enjoy it.
Call +86 (512) 6281 8888 or book online
88 Four Seasons Boulevard, Suzhou, JIANGSU 215000
