October 2003
My home away from home in Singapore has always been the Four Seasons. Long managed by Neil Jacobs, probably the most professional pro in the business, the Four Seasons is the hospitality benchmark in Southeast Asia. This trip (I go almost every month), I was pleasantly surprised to learn that Neil had been promoted to the top of the executive tower, and Chris Norton, after nine years managing the Four Seasons beachfront property in Bali, had taken over as GM of the Four Seasons Singapore.

As you have read in many past articles, I am a great admirer of the Four Seasons group in which many top executives shine. Stan Bromley is a good example.

In 1989, my favorite USA hotel was the Four Seasons Clift in San Francisco. It used to be filled with rich geriatrics but when I visited in 1989, the crowd was younger, chicer, maybe even richer, and the hotel was more vibrant than ever. Everyone said Stan Bromley, the general manager, was the secret; he says it’s Karma.

Talk about Karma, Stan grew up in Lake Placid (near where I created The Point). His parents owned Lake Placid Manor, one of only two hotels on the lake, and he was sent off to Lausanne to learn the hotel business. Take it from me, he knows the hotel business better than most but he knows the people business even better than that.

Stan took me to lunch. One of America’s most famous songwriters joined us. Quoting one of his songs, Sammy Cahn sang of The Clift, "I like it, how about you?" I liked it too, a lot. I don't know how he did it but everyone knew me by name. Oh, I know about the telephone computers that flash your name on the screen when you call room service, but how did everyone know me downstairs?

Even Izzy Sharp, the founder of the Four Seasons Group, was surprised that Stan knows all his employees' names, but I'm not. It has a little to do with growing up in the North Woods and a bit to do with Lausanne, but the real answer lies in someone loving what they do and inspiring everyone else to feel the same.

Six months later, I visited the Four Seasons in Washington, D.C. Located at the edge of Georgetown, it was a comfortable, attractive, modern hotel, but frankly, nothing to write home about.

I returned that November. Remember how I described The Clift? The truly caring staff who knew you name within minutes, the smiles in the corridors, the extra touches in the rooms; well I was damned if the same atmosphere hadn't taken over the Four Seasons Washington since my previous visit. All of a sudden, the staff was really motivated, the cuisine clicked, and every detail fell into line logistically and logically, but I couldn't put my finger on just what had caused the change.

I chatted with the concierge to see what I could discover about the change in tenor. Tenor wasn't the answer…it was the whole blooming chorus—Stan Bromley, the man who single-handedly turned The Clift from a dowagers' domain into America's favorite hotel, had been promoted to area vice president and was the new general manager in Washington! Just the presence of this caring man had once again turned a competent but commonplace hotel into something really special.

What’s the point in my ramblings about Stan Bromley? Now the GM of the new Four Seasons in San Francisco, he’s had a great influence on many of the talents to emerge under Izzy Sharp’s umbrella, and every protégé who has successfully survived “Stan’s School of Sensitivity” proudly wears a special green cap. Chris Norton earned his green cap, and after nine years of pruning the Four Seasons Resort—Bali at Jimbaran Bay, rightfully has succeeded to the position of General Manager at the Four Seasons Singapore.

Jimbaran Bay

After the attention to detail and gracious hospitality of Neil Jacobs, how does Chris make his mark? Easily. Here’s one example:

I had several companies in London and a great friend of mine, George Lane, M.C., either was an executive or sat on their boards. George was a great hero as a British Commando in World War II and a very dapper figure in London. Having been engaged to Miriam Rothschild (of the British Rothschilds), he visited her father’s 126-room country house regularly. One time, when Miriam was out, the butler asked if George would like to wait in the library, and would he like tea or coffee.

George: Tea, please.
The butler: Black, Green, or White?
George: Black
The Butler: English Breakfast, Darjeeling, or Earl Grey?
George: Earl Grey
The Butler: Milk or Lemon, Sir?
George: Milk, please
The Butler: Long Horn, Short Horn, or Guernsey?

Chris Norton does one even better…I’ll cut to the chase.
I called Room Service for Breakfast last Sunday morning.
We went through a variety of choices involving croissants, bread, coffee, etc., and then when it came to the juice:

Me: “…Apple juice, please”
Room Service: "Red apples or green apples, sir?"

Isn’t that great! Never ran across that before. Thanks, Chris, it’s wonderful to have you closer to home.

All the best,

Ted

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