With over 35 years of experience, Anuraag Bhatnagar, CEO of The Leela Palaces, Hotels and Resorts, is one of the most celebrated names in Indian hospitality today. Known for his acute business acumen, Bhatnagar has led and worked with some of the world’s most prestigious Indian and international hotel brands, including The Oberoi Group, Starwood Hotels, and Marriott International, before joining The Leela in 2020.
Under his leadership, The Leela has consistently won top honours on prestigious global platforms, and his strategic vision has driven the brand’s robust expansion across India. In this episode of Masters of Luxury, we sit down with him to understand what makes The Leela stand apart in the Indian hospitality space, people in the sphere who inspired him, and more.
Anuraag Bhatnagar (AB) : The Leela has a four-decade legacy with a singular focus on luxury hospitality. That is the biggest differentiation. Everything we do, whether it’s the creation of our palaces, the real estate, the aesthetics, or the quality of the asset, is rooted in luxury. Our iconic locations and hard-to-replicate properties form a very strong foundation.
The second differentiation is the softer side of luxury– [more] experiential, intuitive, thoughtful, and deeply detailed. Today, our Net Promoter Score stands at 86, which is among the highest globally. Most competitors in this space range between 76 and 82. This score is based on feedback across nearly 850 touchpoints, many of which are emotional and brand-led.
The question is not just what was served or what may have been missed, but how did the experience make you feel? Would you want to return? That emotional connection is extremely important to us.
The third and perhaps the most important differentiator is our people. You can have great real estate and robust processes, but culture is what truly defines a brand. At The Leela, we have institutionalised our culture over the past five to six years. From hiring the right talent with the right DNA to nurturing people who take genuine pleasure in service– our service comes from the soul. We live by the credo Atithi Devo Bhava. It is not just a phrase for us; it is embedded in our culture through what we call the Leela Dharma. So, it is the combination of iconic locations, exceptional assets, experiential ecosystems, robust processes, and above all, people, that truly differentiates The Leela today.
AB: I began my career at Oberoi Hotels, Mr. P.R.S. Oberoi has been a significant influence. While I did not work closely with him, observing his passion, attention to detail, and uncompromising standards left a lasting impression. Over time, you begin to understand the “why” behind such excellence.
Another towering influence is Captain C.P. Krishnan Nair. Though I never had the opportunity to meet him, his legacy lives on through The Leela. Every time I walk into a Leela property, I see his commitment to authenticity, craftsmanship, and service design.
AB: Luxury hospitality will always remain people-first. Technology, especially AI, is an enabler. It helps streamline mundane processes, improve efficiency, and free our people to focus on what truly matters: guest engagement. Our Leela Leadership Development Programme grooms future general managers, while our Leela Executive Education Programme (LEED) ensures senior leaders are future-ready and comfortable with technology.
We are also piloting AI in areas such as CRM (Customer Relationship Management), marketing, finance, and recruitment to reduce bias and improve decision-making without replacing human interaction. Final decisions will always involve people. Technology should enhance intuition and anticipation, not replace warmth.
AB: From seven or eight hotels in 2019, we now have 23 hotels, with 13 operational. In 2026, we expect at least two new openings, including branded luxury residences. India is grossly underserved in luxury hospitality. There are only about 26 luxury keys per million people, far lower than markets like Thailand or Dubai. Branded residences address the growing need for long-term luxury stays, particularly among business travellers. Our first branded residence in Mumbai will be in Andheri, integrated into a live-work-play ecosystem with a six-acre club. These residences will deliver the same bespoke Leela service experience found in our palaces.
AB: The core idea was simple– extend the brand while staying true to authenticity. Luxury is not what you say; it’s what your guests feel. Tishya was developed as a home-grown amenity brand using rare Indian flowers. Aujasya is a holistic wellness programme rooted in nutrition, taste, and science, without making wellness feel like punishment. Luxury, for us, is about giving guests freedom–of time, choices, and peace of mind. If guests trust us to make decisions on their behalf and feel cared for, we’ve done our job right.
AB: Luxury is the freedom of time and effortless choice. It is about anticipation without intrusion. Being brilliant on basics is non-negotiable; it is hygiene. True luxury lies in removing irritants, anticipating needs, and creating intuitive service. It’s the effort you make before the first interaction.
AB: Experiential luxury is about offering something that isn’t available off the shelf. For example, visiting the City Palace in Jaipur is something any travel partner can organise. But having a high tea in the innermost courtyard of His Royal Highness and possibly engaging with the royal family—that’s an experience you won’t find in a brochure.
Similarly, a leopard safari becomes experiential when you’re taken to the right vantage point, accompanied by a naturalist, with sustainable, eco-friendly refreshments that enhance the moment. It’s not about ticking off bucket-list experiences, but about how they’re curated.
AB: There has been a massive shift. Indian luxury consumers today are discerning, well-travelled, and highly evolved. They seek value, but more importantly, meaningful experiences. We are at the beginning of a multidecadal luxury consumption cycle in India. Hospitality sits at its core, and Indian guests are among the most refined globally. They research, they compare, and they know exactly what they want. They are not difficult; they are discerning.