‘True luxury is mindful, inclusive and sustainable’

The Indian hospitality landscape has witnessed significant transformation over the past few years. With a surge in domestic tourism driven by a burgeoning middle class and the rise of the young affluent traveller – the industry has seen a shift towards experiential, sustainable and authentic travel. The Leela Palaces, Hotels and Resorts has embraced this evolution by focussing on mindful luxury, where the opulence of its properties is harmonised with sustainability initiatives and community engagement.

Since joining The Leela in January 2020 as the COO and then being elevated to CEO, one man who has prioritised preserving The Leela legacy while strategically expanding its footprint with a balanced mix of owned and managed hotels, all while maintaining the highest standards of luxury and service, is Anuraag Bhatnagar. Luxury in hospitality, he says, has evolved from being merely about material opulence to encompassing unique, immersive experiences that resonate with the cultural and emotional aspirations of the guests at The Leela.  

The Leela Gandhinagar

Evolution of luxury in hospitality business

“Over the last two decades, luxury has become synonymous with personalisation, authenticity and sustainability. The Leela has significantly contributed to this evolution by curating properties that celebrate India’s rich heritage through art, culture, and cuisine, and by pioneering initiatives like Aujasya by The Leela, our signature wellness programme and Tishya by The Leela, our signature fragrance offering, among a host of other exceptional experiences. Our commitment to mindful luxury ensures that every guest experience is unique, indulgent and enriching,” he says.

In today’s luxury travel and tourism landscape, the emphasis has shifted beyond material comforts to include authentic, personalised experiences that resonate deeply with the community. “This is the era of hyper-personalisation and at The Leela, we have embraced this with the introduction of The Leela Palace Services. Our personal butlers serve as the single point of contact before, during, and after a guest’s stay, delivering anticipatory services across nine key touchpoints of the guest journey,” informs Bhatnagar.

The Leela Ambience Convention Hotel Delhi

Art and design in The Leela experience

Art and design are integral to The Leela’s philosophy, serving as a bridge between its guests and India’s rich cultural legacy. Each property is adorned with curated displays of paintings, sculptures and crafts that reflect the local heritage and artistic traditions. Bhatnagar feels it not only enhances the aesthetic appeal of their spaces but also offers guests a deeper connection to the region they are visiting. “By integrating art and design into our guest experience, we create environments that are both luxurious and culturally enriching, fostering a sense of place and belonging,” he feels.

The Leela Palace Chennai

Redefining culinary excellence

The Leela continuously strives to elevate the guest experience through culinary artistry and creativity. It has introduced menus that focus on nutritional profiles and healthy alternatives as part of the Aujasya by The Leela signature wellness initiative. “This initiative reflects our commitment to providing guests with exceptional dining experiences that are both indulgent and mindful of their health and well-being. In addition to our wellness-focussed menus, we emphasise the use of locally sourced ingredients and eco-friendly practices in food and beverage operations. This supports sustainability while ensuring that the guests enjoy fresh and authentic flavours,” he says.

He adds that their understanding of their globally exposed, experience-seeking guests drives The Leela to consistently innovate. For example, expert mixologists at iconic bars like ZLB23 and The Library Bar craft unique and innovative cocktails that delight the guests. Then restaurant and bar takeovers are hosted in collaboration with world class chefs and mixologists, offering new and exciting culinary experiences. “These innovations ensure we remain ahead of the game, providing our guests with unparalleled dining experiences that cater to their diverse tastes and preferences,” shares Bhatnagar.

The Leela Palace Udaipur

Balancing domestic recovery with international market dynamics

While domestic tourism is driving the recovery of the sector, international travel spend remains below pre-pandemic levels. For luxury players like The Leela, this presents both a challenge and an opportunity. “Our strategy involves leveraging the growing domestic market by offering unique experiences that resonate with Indian travellers’ desire for exploration and enrichment. Simultaneously, we continue to promote India as a premier luxury destination to international travellers by showcasing our cultural heritage and exceptional hospitality. By balancing these markets, we can ensure sustained growth and resilience in the face of global travel fluctuations,” he says.

The Leela Palace Udaipur Ceremonial Ritual

Cultivating leadership through strategic upskilling

One of the core strengths of any successful hospitality brand lies in its people. Recognising the importance of nurturing talent and leadership, the Leela Leadership Development Programme (LLDP) was launched in May 2022, in partnership with the Indian School of Hospitality (ISH) in alliance with Les Roche. This management training initiative is more than just a programme, it is a strategic effort to identify and groom the luxury leaders of tomorrow. “By investing in the development of our employees, we align with our broader strategy to attract and retain top talent, providing clear and progressive career paths,” he informs. The LLDP is designed to blend theoretical knowledge with practical experience. Over 15 months, participants engage in two structured ‘On the Job Trainings’ at different Leela properties, gaining diverse, real-world insights into operations. “Additionally, three intensive 10-day Bootcamps at the ISH campus expose them to a world-class curriculum and online classes led by renowned faculty. This approach ensures our management trainees are well-versed in hospitality fundamentals while being adept at handling the nuanced demands of luxury hospitality. With periodic appraisals, practical capstone projects and regular mentoring sessions, we support their professional and personal growth,” he shares.

Shefs at The Leela

Championing gender diversity in hospitality

The Leela’s commitment to gender diversity is exemplified by the Shefs at The Leela programme. This initiative aims to attract and inspire female talent globally to pursue careers in the culinary arts. “Recognising the critical need for diverse talent in our kitchens, Shefs at The Leela has evolved into a structured development programme that celebrates achievements by women in hospitality and provides a supportive community for aspiring female chefs. Our DEI initiatives are not limited to internal talent development. We actively engage with and support local communities through various partnerships,” he shares.

The Leela CEO cites the example of their collaboration with Jodhpur Mahila Griha Udhyog that ensures the bags used by the housekeeping department are ethically sourced from women artisans, supporting their entrepreneurial efforts. Similarly, there’s the partnership with Jalinga Tea Estate brings wellness teas to the guest rooms, sourced from women-centric organisations, reinforcing the company’s commitment to gender diversity and local community support.

The Leadership Team  
Left to Right (Standing): Shrestha Gattani, Vice President - Strategy and Business Transformation; Isha Goyal, Senior Vice President & Head - HR; Ravi Shankar, Head - Asset Management and Chief Financial Officer and Vikram Choubal, Senior Vice President - Technical Services (Sitting): Anuraag Bhatnagar, Chief Executive Officer and Shweta Jain, Chief Marketing and Sales Officer

The Leela’s green initiatives

Sustainability is another cornerstone of philosophy at The Leela. “Our partnership with Phool.co exemplifies this, where we empower 300 women from marginalised communities to upcycle flowers used at our hotels into charcoal-free incense sticks and cones, infused with the brand’s signature fragrance, Tishya by The Leela. This initiative aims to provide economic opportunities while it fosters a sense of pride and empowerment among local artisans,” he informs.

The palaces in Bengaluru, Chennai, Jaipur and Udaipur operate windmill and solar plants, achieving a remarkable annual carbon reduction of 15,485 tonnes. This effort is equivalent to planting over 583,000 trees each year and supports the livelihoods of 75 families. Notably, 55 per cent of The Leela portfolio operates on renewable energy, with The Leela Palace Bengaluru leading at 86 per cent.

The Leela Palace Service

Commitment to social responsibility and community impact

Through its association with Nobel Peace Laureate Kailash Satyarthi’s, KSCF or Kailash Satyarthi Children’s Foundation, The Leela contributes to the education of children at 11 Bal Mitra Gram™ (BMG™) or child-friendly villages in Rajasthan. This initiative impacts over 2,100 households and protects 4,256 children, showcasing our dedication to child-centred rural development and child protection.

“These initiatives are deeply intertwined with our business strategy, reflecting our commitment to creating an inclusive workplace that empowers women and promotes diversity across all levels of our organisation. By aligning our DEI and CSR activities with our core values, we strive to enhance our brand’s value and appeal while also contributing positively to the broader ecosystem and communities we serve. At The Leela, we believe that true luxury is mindful, inclusive and sustainable,” shares Bhatnagar. 

Bhuvanesh Khanna

BW Reporters Bhuvanesh Khanna is the CEO, BW Communities