Four Seasons Hotel Macao general manager Royal Rowe says he first learned about the luxury hotel group’s philosophy through an article which appeared in Psychology Today in 1979, the mantra being “if you treat people the way you would like to be treated, they will do the same”.

This kind of management philosophy was relatively new for American companies at that time. It wowed young Rowe who had just graduated with a master’s degree in industrial psychology and decided to pursue a career with the hotel group.

Rowe has been with Four Season for over 32 years, holding various managerial positions in many divisions in the United States and across Asia. The latter is a region burgeoning with opportunities as the hotel industry rapidly expands, Rowe says.

“The luxury hotel business is not always as glamorous as it looks. There are many dark days, even dark months. But just knowing that you are working with the best hotel company in the world really helps you get through the hard times,” Rowe says.

In the heart of Macao’s glitzy Cotai Strip that links Taipa and Coloane, Four Seasons Hotel Macao offers its guests the ultimate in luxury service and pampering.

The 360-room hotel exudes the charm of colonial Macao through its nostalgic architecture which blends European and Oriental motifs perfectly. Its graceful design, aesthetic features, historic furniture, art, Chinese decorative textiles and European grandeur are mixed throughout.

Starting from 46 square meters, all rooms and suites are generously proportioned and feature large to-die-for marble bathrooms.

The hotel’s prize-winning spa on the fourth floor, occupying an area of 1,858 square meters with state-of-the-art facilities, is an oasis for guests who need a respite from the hustle and bustle of the large casinos in the area.

 The outdoor swimming pool area, featuring palm trees and chic white tents, exudes such a relaxing seaside resort-like ambience that guests sometimes forget they are in Macao and not on some island in the South Pacific.

In 2009, Michelin Guide Hong Kong Macao awarded the hotel’s Zi Yat Heen with two Michelin stars, the first for any Chinese restaurants in the enclave.

The hotel also won the China’s Top 100 Hotels in 2011 China Travel Award from Travel + Leisure (China) magazine.

Aside from these physical attractions, the thing that differentiates Four Seasons Hotel Macao from other hotels in the city is the service it delivers.

“I really feel that the level of our service will not be equaled anytime soon, or I doubt, ever. That’s how much faith I have in what we do,” says Rowe.

“In terms of how to do that, as much as possible, we credit all the employees who work for the hotel. Four Seasons has always believed that its staff is its greatest asset and also the key to its success,” Rowe adds.

The hotels’ unstinting service ensures guests’ every need and concern are attended to – from a tailor-made table for a cigar aficionado and hypo-allergenic pillows for guests with allergies to simplified internet access procedures for busy business travelers and even a favorite food menu for repeated guests.

The luxury hotel goes the extra mile in its quest to take care of its guests, Rowe says. “We are always trying to anticipate what our guests want, remember their needs, and make them happy.”

As an earnest follower of the hotel’s philosophy, Rowe not only gives his staff respect and dignity, but he also grants them the autonomy they need to perform their job better. Rowe is a great believer that by empowering staff, it will make them work together more cooperatively and efficiently, thus enhancing guest service.

This year, another three brand-new hotels will open in Macao. Rowe is positive that the number of visitors to the enclave will grow because of the growing consumption power of China.

However, this hospitality veteran, when asked about Macao’s MICE (Meeting, Incentive, Convention and Exhibition) industry, says he is confident about its prospects but admits there are challenges such as competition between rate-sensitive hotels and travel agencies, transportation and logistics, as well as the shortage of new talent.