Page 100 - Hospitality Horizon - February-March 2021

much as it has with corporate travellers. “OUR CULTURE AND PEOPLE HAVE
“With the onset of the new normal, we
understand that our guests’ priorities have also ALWAYS BEEN THE FOUNDATION OF
changed. At Four Seasons Hotel OUR SUCCESS. IN ORDER TO BE THE
Bengaluru, we will continue to strive in our BEST, WE WORK HARD TO CREATE
pursuit of excellence with a pulse on hygiene
and safety. Guests staying with us will AN ENVIRONMENT IN WHICH OUR
experience a sense of calm, knowing that our PEOPLE CAN DO THEIR BEST.”
teams are now geared up to provide the same
level of service but within a much more
enhanced delivery framework. We will be successful. Again it all boils down to the
following the guidelines from our Lead With way we hire people, the way we select
Care manual with keen precision,” iterated people, the way we retain and maintain
Fredrik, on the measures taken to brace up to our staff.”
the new normal. “Also, the way our hotels are
Given the fact that India is one of those very constructed and built, we invest a lot of
few countries where the local brands have built money in getting everything right,” adds
a strong base, when it comes to luxury hotels, Sartaj. “When it comes to the build, we
Fredrik and his team have been constantly don’t cut corners. We know well that we
upping the ante and working on improving the are not in it for the short term; we are here
product and the service standards. for the long term. As such we have left no
“We have a great brand no doubt but the stone unturned to ensure that everything
brand again is fuelled by people,” says Fredrik in the hotel runs smoothly and efficiently.
adding that “the people make the brand Maintenance is our topmost priority as we
successful; the brand doesn’t make the people are in the luxury business.”

100 FEBRUARY-MARCH 2021 hospitality horizon