Page 99 - Hospitality Horizon - February-March 2021

HOTELS

“WITH THE TRAINING
FOCUS THAT FOUR

SEASONS IS FAMOUS
FOR, FREDRIK IS BUILDING

A TEAM THAT DELIVERS
ON ALL FRONTS.”

Sartaj Singh, President, Hospitality, Embassy Group

admit it, it must have helped matters with the owners. “We are lucky to have by step and not try to be arrogant
that he was in love with India and received unstinting support from the about flying the Four Seasons flag.
Indian food and, what’s more, ownership, Embassy Group. You need After all, there were so many good
married to a South Indian (from to put yourself in an owner’s shoes,” he hotels out there. Over time our goal is
Mangalore). explains. “It’s important for you to to become number one hotel in
“In the last one year, we have worked assure the owners that their assets are Bengaluru and as Fredrik and his
hard and remained focused on in capable hands and give them the team have been going about their jobs,
delivering a world-class experience,” confidence that you have everything we have become increasingly
he continues. “While we are under control. It’s important to confident that the journey could be
constantly working on our products recognise that the owner-GM covered in a much shorter time span.”
and adapting them in keeping with the relationship is one of fine balance….as “Also, we need to look after our local
demands, one thing remains constant: long as there’s a mutual confidence, guests offering them what they need
we don’t take any shortcuts with the the company will thrive.” and not say we are an international
products. Not surprising then that “We knew we were up against very hotel chain and this is not what we
once guests have experienced our well established hotels in a very highly offer,” explains Sartaj. “With the
hotel and our offerings they keep competitive market,” adds Sartaj Singh, training focus that Four Seasons is
coming back.” President, Hospitality, Embassy Group. famous for, Fredrik is building a team
Fredrik was clear from the very “But with the Four Seasons brand we that delivers on all fronts. The rest, I
outset that come what may he would were confident of changing the rules of am confident, will all come together
not undercut the market rate to make the game and redefining service sooner than later.”
early gains. “You need to be confident standards. Most places where Four
with what you are doing and not panic Seasons hotels are worldwide they lead MAKING ITS PRESENCE FELT
in terms of pricing,” he elaborates. the market in terms of average room Despite the Covid pandemic, in the
“You must make sure that you have a rate (ARR) and revenue per available last one year since it opened its doors
very clear strategy with regard to room (RevPAR) and that’s the Four Seasons Hotel Bengaluru has
guest rooms and F&B and not start expectation we had when partnering taken giant steps and covered a lot of
dropping rates for short-term gains with Four Seasons. We worked ground. It has made its presence well
because that is not the way one runs meticulously on the product and knew and truly felt.
luxury hotels. In the long run, we will we needed to be patient. Most Forging ahead with the company’s
not benefit from it.” importantly, we had a plan in place and well thought through Lead With Care
As a general manager, Fredrik we knew where we were heading.” programme, the hotel is making its
believes it’s important to strike the He adds: “We were clear about the mark as an assured haven for
right balance and working relationship fact that we needed to take things step staycationers and leisure guests as

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hospitality horizon FEBRUARY-MARCH 2021