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 (distinct brand DNA), and Marriott (operational rigor), then explains Leela’s post-acquisition “Leela 2.0” strategy: preserve authentic true Indian luxury while adding global best practices, technology, and commercial discipline.

He highlights initiatives like the nightly cultural ceremonial ritual, the Leela Palace Service with eight personalized touchpoints to remove friction, innovative food-and-beverage programming (about 40% of business), and Ojasya wellness evolving into longevity-focused integrated wellness.

He also outlines growth from 8 to 15 operating hotels with 10 more in development and previews Leela’s first international project, a Palm Jumeirah Dubai resort planned for 2028.

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Timestamps:

00:00 Welcome to Suite Success

00:37 Meet Anuraag Bhatnagar

01:50 Hospitality as a Calling

03:18 Service Mindset

05:39 Hiring for Values