Page 96 - Hospitality Horizon - February-March 2021

STRONG FOUNDATION in a distinctive way, you need to do by its people – people who always
“I was there from the start things slowly and strategically strive to deliver world-class service
overseeing all the finer details, piece because those initial steps pave the and who are driven by emotional
by piece, restaurant and bar way in introducing your hotel in the intelligence. We empower everyone
concepts, uniform programme, way you want it to be perceived.” to let their personalities shine
collateral design, menus, tabletop At the outset, the most important because we know that when our
designs and everything else from thing for Fredrik was to hire the employees thrive, the guest
scratch to ensure we got it all right,” right talent because they were not experience is heightened.”
says Fredrik, recalling his initial only going to be the engine of the Once the opening team was on
days in Bengaluru. hotel but also its face. “Hiring for us board, the rest of the things simply
“Sure there is corporate support is a very lengthy process,” explains came together as Fredrik and his
and the corporate engine behind us, Fredrik. “We hire for behaviour and colleagues went about curating a
they are all there,” he continues. attitude and train for skills. We want bespoke experience. “Even when
“This guiding support from the our people to meaningfully connect ordering things we were very selective
Four Seasons APAC team, coupled with guests in an authentic, as we made sure we added our own
with my vision of making magic in personalised manner and we touch to everything that came inside
Bengaluru, was the driving force in empower them to improvise in the the hotel,” he elaborates. “It was
translating the big picture into moment providing guests with important for me to look beyond the
every little detail. In my opinion, authentic, high-touch service.” product per se and understand the
when you build a luxury hotel to run He adds: “Four Seasons is powered concept, colour, designer, etc.”

96 FEBRUARY-MARCH 2021 hospitality horizon