Leela Palaces’ CEO on the Overlooked Detail That Can Make (or Break) a Hotel Stay

On this episode of Suite Success, host Katie Cline sits down with Anuraag Bhatnagar, CEO of The Leela Palaces, Hotels and Resorts, and explores his hospitality “calling,” hiring for values, and delivering luxury through deep human connection and anticipatory service rather than transactional SOPs. Bhatnagar shares lessons from Oberoi (commitment to excellence and detail), Starwood […]

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Frequently Asked Questions

What is the key focus of Anuraag Bhatnagar's hospitality approach?

Bhatnagar emphasizes delivering luxury through deep human connection and anticipatory service.

How does The Leela Palaces prioritize hiring?

They hire based on values that align with their commitment to excellence and detail.

What lesson did Bhatnagar learn from his time at Oberoi?

He learned the importance of commitment to excellence and attention to detail in hospitality.

What aspect of hotel service is often overlooked, according to Bhatnagar?

The significance of human connection over transactional standard operating procedures.