The Leela Palaces, Hotels and Resorts has quietly become the name in Indian luxury — and its CEO Anuraag Bhatnagar thinks the secret isn't a thicker operations manual. Speaking on Skift's Suite Success podcast, he argued that true luxury comes from anticipatory, human service rather than transactional standard procedures, and that The Leela deliberately hires for values first, then trains for skill. The detail most guests never notice, he suggests, is the person delivering the service — and whether they genuinely enjoy doing it.
Bhatnagar's three decades shape the approach. At Oberoi he absorbed a founder-level obsession with quality and detail; Starwood taught him how distinct each brand's identity can be; Marriott added operational and commercial rigour. Since taking the top job, he's folded all three into what the company calls "Leela 2.0": keep the authentic Indian luxury and cultural rituals, but layer in global best practice, technology and sharper commercial discipline.
For travellers, the tangible changes show up in the stay itself. A nightly cultural ceremony is now a fixture at the palaces, and the Leela Palace Service programme builds in eight personalised touchpoints designed to remove friction before you feel it. Food and drink is a serious pillar too — around 40% of the business — so the dining scene at Leela properties is more than an afterthought. Wellness is evolving as well: the Ojasya brand is heading toward integrated, longevity-focused programmes rather than standard spa menus.
The map is expanding fast. The Leela currently runs eight hotels and plans to reach 15 operating properties, with another 10 in the pipeline. Its first international project is a resort on Dubai's Palm Jumeirah, slated for 2028 — a notable step for a brand so rooted in India.
Why does this matter if you're booking a holiday? If India has been on your list — the palaces of Udaipur and Jaipur, the coastal glamour of Goa, or a city stay in Mumbai or New Delhi — The Leela is one of the homegrown flags competing with the global giants, and its positioning is distinctly Indian rather than generic five-star. The growth spurt and the Dubai debut mean you'll have more chances to try it, including on a Gulf stopover. And the philosophy Bhatnagar describes — staff hired for warmth and resilience, empowered to read the room rather than recite a script — is exactly the difference between a hotel that merely looks luxurious and one that remembers your anniversary. Watch this space as the new openings land.
