German-born hotel executive Michael Branham has been with Four Seasons since 1997, holding management positions across Indonesia, Japan, Singapore, Thailand and China.
His first Four Seasons assignment was as Director of Food and Beverage at Four Seasons Hotel Jakarta. In 2007, he took on his first General Manager position at Four Seasons Hotel Tokyo at Marunouchi.
Branham spent six years at Four Seasons Hotel Hangzhou before joining the newly opened Four Seasons Hotel Suzhou in December 2024.
During a visit to Four Seasons Hotel Suzhou, Red Bird Travel News spoke with Branham about his career with Four Seasons, his approach to hotel management, the development of the Suzhou property and his views on hospitality trends.
Michael Branham’s Four Seasons Career
1. 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 coordinating the daily work of all departments, ensuring service quality, developing strategies, managing financial budgets and overseeing marketing, among other responsibilities.
I am committed to providing guests with an excellent stay and dining experience while enhancing the hotel’s competitiveness.
2. Tell us about your journey. How did it all start?
My journey with Four Seasons began at Four Seasons Hotel Jakarta, where I was responsible for Food and Beverage. I still remember my first interview with Alfons Konrad, then Vice President of Food & Beverage for the Group.
When Alfons described the tremendous effort Four Seasons had put into creating unforgettable and luxurious guest experiences, I knew this was where I belonged.
3. What made you decide to pursue a career in the hospitality industry?
The opportunity to travel to different countries and experience different cultures.
4. How would you define the purpose of a hotel?
We are in a people-oriented industry. Each guest is a unique individual and comes with their own expectations. Our responsibility is to create good memories for them.
5. What education have you received in hotel management and hospitality?
After completing an advanced management program with the Berkeley/Nanyang University program in San Francisco and Singapore, I went to the University of Munich in Germany to complete a Diplom-Betriebswirt degree in Business Administration.
6. What motivates you about working in hospitality?
Formulating new ideas and designs at work.
Managing Four Seasons Hotel Suzhou
7. Why did you want to become the General Manager of this hotel?
Four Seasons Hotel Suzhou is located on a beautiful island. The longer you stay, the more you will love it.
8. What have you tried to accomplish at the hotel, and what would you still like to achieve?
Getting our Chinese restaurant, Jin Jing Ge, onto the Michelin Guide and receiving a Black Pearl Award.
9. What categories of guests do you mainly receive — leisure, business or domestic travelers?
We cater mostly to leisure travelers from China and overseas.
10. What attractions would you recommend to hotel guests?
The classical gardens of Suzhou, which are UNESCO World Heritage Sites, as well as hotel activities such as horse riding, sailing and helicopter flights, which are exclusive to our hotel.
11. What is the USP of the hotel? How has the hotel positioned itself in this competitive market?
Four Seasons Hotel Suzhou offers a private-island setting with lakeside views and landscaped gardens while remaining close to the heart of the city. Guests can enjoy a peaceful environment or take part in outdoor activities.
The hotel’s positioning includes:
- A private-island setting that differs from the high-rise city hotels around Jinji Lake, with landscaped gardens, water features, open spaces and lake views.
- A Kids Club program with activities for different age groups, giving parents time to relax.
- Garden villas and Penthouse Suites.
- A range of dining experiences, including Jin Jing Ge, our Chinese restaurant, as well as private dining locations across the island.
- Local experiences including private pastel painting classes, embroidery meditation, boating on Jinji Lake and water sports.
- Easy access to Suzhou’s local restaurant scene at Li Gong Di, as well as historic waterways, silk-producing areas and the city’s classical gardens.
12. Could you tell us about some new initiatives that the hotel has recently unveiled?
Depending on the festive season, including Christmas, New Year and Chinese New Year, we decorate the island to welcome our guests.
Other initiatives include meditation, yoga and a special winter spa program.
13. What sustainable practices does the hotel follow?
We are plastics-free.
Leadership and Guest Experience
14. In your opinion, what factors contribute to excellent customer service?
As the saying goes, “Happy Staff, Happy Customers.” We value the job satisfaction of our associates.
15. What is your leadership style?
Caring for our associates and being passionate about our work.
16. What are your greatest strengths?
Understanding different cultures and incorporating them into hotel service.
17. In your opinion, what is the most challenging aspect of a hotel manager’s job?
It is about balancing 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. This requires another important skill: making quick and effective decisions.
18. Tell us about a time when you demonstrated your leadership.
At Four Seasons Bali during the pre-opening of Sundara Beach Club, I led the team in dealing with various situations and coordinating 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.
19. How do you motivate the staff to give their best each day?
By recognizing their efforts and showing appreciation immediately.
20. On that note, what advice do you have for other GMs regarding staff retention, training and 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, provide regular feedback, involve employees in decision-making related to their work and make them feel valued.
The Future of Luxury Hospitality
21. What new trends are you seeing among hotel guests?
Guests have an increased demand for local experiences and are paying more attention to sustainability.
22. How would you respond to a negative review or complaint from a guest during their stay?
We pay great attention to it. First, the guest is contacted immediately to understand the problem. Then the issue is investigated and a solution is proposed as soon as possible.
We communicate with guests throughout the process and ensure that measures are taken to prevent similar problems from happening again.
23. How would you deal with a difficult customer?
The golden rule of Four Seasons is: Treat others as you would wish to be treated. I believe problems can be solved.
24. 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.
25. Have you or your hotel received any industry accolades or awards?
Yes, we have received several.
I was recently honored with the Most Valued GM Award by the China Hospitality and Travel Innovation Alliance.
The hotel has been recognized as the Most Valued New Opening Hotel by Travel + Leisure and included on the Hot List by Condé Nast Traveler, among other recognition.
Our Chinese restaurant Jin Jing Ge and Executive Chef Charles Zhang have also received awards, including New Restaurant and Potential Chef of the Year from Food & Wine and Fu Chef, respectively.
26. Where do you see yourself in five years?
I hope to keep contributing to Four Seasons and exploring even better ways to enhance the guest experience.
27. What are your interests outside of work?
I love the outdoors and music. I enjoy running, hiking, biking and skiing with my two sons, Benjamin and Daniel, and spending quality time with my wife, Renata.
28. What advice would you give to young people entering the hospitality industry?
Love it and put your heart into it, and you will enjoy it.
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