Four Seasons Tenure
- Since 1998
- First Four Seasons Assignment: Restaurant Manager, The Regent Bangkok, A Four Seasons Hotel
- Four Seasons Hotel Alexandria at San Stefano, Egypt; Four Seasons Resort Mauritius at Anahita; Four Seasons Resort Aviara, North San Diego (formerly a Four Seasons resort); Four Seasons HotelTokyo at Marunouchi; Beverly Wilshire, A Four Seasons Hotel; Four Seasons Hotel Singapore; The Regent Bangkok, A Four Seasons Hotel; Mandarin Oriental Hyde Park Hotel, London; Hospitality International Ltd, Colombo, Sri Lanka; The Langham Hotel, London; The Amatola Hotel, Edinburgh; The Caledonian Hotel, Edinburgh; The Dean Park Hotel, Glasgow
- Naples, Italy
- HCIMA Certificate, Thames Velley University, London
- English, Italian, Thai (basic)
“I am so excited I just want to go to the moon right now!” Well, don’t we all? But Massimiliano Musto - known as Max - who is General Manager of Four Seasons Hotel Moscow has reason to think he might actually get there: he has staffed the company’s second Russian address with people he believes are capable of transforming the city and the country beyond. “My dream is to change the way service is provided here,” he continues, noting Hotel hires that, among other positives, truly understand the concept of Four Seasons style customer service.
“I promise you I’m going to do it,” he says, with notable confidence. “When I go to a restaurant or a supermarket, I’m going to get a smile because I’m going to smile. We’re going to lead by example and show that personalized service with a smile is the only thing we’ll accept.”
Of course, Four Seasons style service is only one aspect that Musto wants to make integral to his Hotel’s appeal. He clicks off the global attractiveness of the brand as well as the property’s history and setting in an iconic building that housed the famed Hotel Moskva on the cobblestones of Red Square. It was the place to be in the 1930s, he says, referencing the Hotel’s image on bottles of Stolichnaya vodka. “We are sparing no effort to make this property great again. I want this to be the best hotel in Moscow. In two years, I guarantee everyone will hear about it.”
Musto brings a lot of experience to his second posting as a General Manager. He has travelled widely with assignments on four continents from Four Seasons and previous employers. As Resort Manager at Four Seasons Resort Mauritius at Anahita, for instance, he worked 16-hour days preparing for the opening, right down hanging a chandelier in the Spa with hours to spare. As GM at Four Seasons Hotel Alexandria at San Stefano, he was touched by the dedication he saw from team members amid political turbulence across Egypt. “I would ask waiters to paint walls after their shifts and they would say, ‘Yes, boss,” because they so loved the Hotel,” he recalls. “I’ve lived through a revolution and it was one of the most interesting experiences of my life. I’m a better person for having seen the scope of Egyptian passion and emotion.”
Musto traces his personal passion for excellence to his upbringing. His father, who died when Musto was 10, impressed the importance of giving everything your best shot. “He’d tell me, ‘it doesn’t matter if you are picking up discarded cigarette packs in the street – be the best at it’.”
Fortunately, Musto dreamed bigger and was inspired to experience the world by travel TV. Though he couldn’t speak a word of English at the time, he left his native Naples, Italy, bound for hotel school in London and, eventually, his first assignment in Glasgow. He told his mother not to worry, that he’d be back in a year. “She recently asked me, ‘Well, what year was that?’”
With her son now ensconced in a capital city he calls “the most exciting place I can be,” it looks like Mamma Musto will have to wait further still.