Building a legacy

Anuraag Bhatnagar, Chief Operating Officer, The Leela Palaces, Hotels and Resorts, talks about how hospitality is making sweeping changes in the post-pandemic world and embracing the next phase in its growth trajectory

The Leela, a pure play luxury brand, was voted as the World's Best Brand by Travel + Leisure World's Best Awards 2021 and the Best Hotel Group in India by Travel + Leisure India's Best Awards 2020 and 2021 - for two years in a row. We catch up with Anuraag Bhatnagar, COO whose 26 years of experience in hospitality includes stints in Starwood, Marriott, The St Regis, W Hotels, The Ritz-Carlton Hotels and The Leela Palaces, Hotels and Resorts.

BUSINESS MATTERS

After the pandemic, hospitality has emerged much stronger. However, the last couple of years have been very hard on the industry as it experienced a near-complete closure of its operations. 68% of our business pre-pandemic came from outside of India. So, we had to pivot during the pandemic. Post-pandemic immediate demand has been largely driven by leisure travel, weddings and staycations, and the industry has seen a surge in demand for resorts. With business travel now being authorised by companies across all sectors, and international borders opening up, we have the unique opportunity to reclaim India's lead as a destination of choice through compelling programing and storytelling. Our Leela Palace Trail that offers an experiential itinerary across a choice of 6 Palaces is our offering to the discerning global travler and a showcase of India at its luxurious best. People are willing to pay a premium for the special experiences and unique services and we are committed towards curating these.