Quiet Luxury, The New Standard in Hospitality: Biswajit Chakraborty

What shifts have you observed in Bengaluru’s positioning as a destination for luxury travel in recent years?

Bengaluru has evolved, Bangalore would be just next to the Silicon Valley of the IT hub and the IT industry are pretty discerning, there is wealth at even younger ages. So we see in the last decade or so, a lot of usage of freestanding outlets as well as luxury hotels. For a brand like us to come in, obviously we do our research and Bangalore has the propensity to handle this brand and take it forward, it does have a lot of potential as time goes by.

How do you define modern luxury in hospitality?

Luxury, to me, is a little different. In hospitality, it's about a high degree of personalization. Our approach at Four Seasons is unobtrusive, sincere, and people-driven. We do our homework before a guest arrives, and we have a strong guest history system. When we deliver spot-on service and handle things seamlessly, that's perceived as luxury. It's not just about the building or decor; it's about people and the experience. We focus on sustainability too, reducing plastic use, using wood and recycled materials, and even bottling our own water in-house. Our amenities are sustainable, and we prioritize eco-friendly practices in everything we do.

How important are dining and curated experiences in shaping a hotel’s identity beyond just being a place to stay?

It’s getting more and more important because people are looking for experiences. When you come into a restaurant, the ambience, the level of music, the decor, the way staff is turned out, attention to detail, genuineness, the whole thing adds up to the experience. We are very particular about addressing all five senses of a human being. A restaurant, in my opinion, is a stage. Every day you start afresh, you create a theatre depending on what your positioning of the outlet is. People come to a restaurant not just for food and service but also for the ambience and the atmosphere and how special they are. It's a fine balance, unobtrusive service is key. And Four Seasons is a global brand, but we do try to add local elements to give our guests a touch of local experience.

How do you incorporate local elements into your experiences at Four Seasons?

Well, Four Seasons is one of the world's top, well-known luxury brands. But they encourage every hotel to be local and promote local. Like in India, we have been promoting cuisine here. They encourage a touch of local because that's what a guest internationally would want to experience. So, somebody comes in for breakfast, of course, it is an international spread with everything, but there would be a lot of focus on local. Whether it is, say, dosas, maybe six types of chutneys. We delve into the local a lot. Our team and I, we are very proud of being Indians and we showcase our culture maximum blended it with international service. And that's what happens in all countries where there are Four Seasons. So, even local ingredients, local know-how. We also do some promotions whereby we encourage local home chefs to come and showcase their culinary skills.

What do you think makes a bar, say Copitas at the Four Seasons Hotel Bengaluru, stand out in a city that’s rapidly evolving in terms of nightlife?

I think there was a lot of thinking before we launched it. Copitas is very versatile. Besides the fabulous views and the indoor-outdoor sunset, it's been curated to create an atmosphere that caters to all age groups. We constantly do R&D in that area. And we try to up the game with cocktails. Music is a big thing in Copitas depending on the mood. The lighting, the cocktails, the snacks, the bar snacks, the service, the uniforms—it's worked well for us. It's one among Asia's top 50 bars. During the week we have a lot of corporates who come. And throughout the weekend, local youngsters visit. So, it has a versatile place.

How do you balance the needs of intimate private celebrations with the demands of large-scale social events or weddings?

Our banquet floor is on the second floor, which has a separate entrance. And the areas have been designed to handle all sorts of gatherings. Whether it's a board meeting, ballroom and combination annual general meeting or a large wedding. For a mid-sized wedding also, we have a hall which has outdoors as well. We have worked out all sorts of permutations and combinations. We try to bring in the elements of Bengaluru, natural light and food displays, etc. Whatever we do is bespoke. The approach is we understand what the guest wants. So, we curate the experience. We decide the food and beverage, look, feel, deco based on each person. So, there's no standard template there. We pay a lot of attention to the banquet food too. It’s rated amongst the best.

From a business standpoint, how do you see the luxury hospitality space evolving?

Luxury, as a word in itself, has evolved over time. Earlier, there were a few brands which were considered luxury hospitality. But in today's world, every brand is adapting to a certain standard which is considered necessary. So, luxury in today's world would be, again, more subtle. It would not be in your face. It would be quiet luxury. That's the essence of our DNA. We know we address various age groups. But at the heart of everything is humility, genuineness, service. So, most luxury brands take this route. As I said, irrespective of hardware, any building, infrastructure, it's the people who matter.

What changes have you seen in the industry since you started?

When I started in India, we had these big Indian brands, foreign brands, entering. And then they brought in sub-brands. So, there was a huge change in terms of availability with different types of brands. And people began to choose a particular niche. Technology is playing a big role in hoteliering now. It helps in guest comfort, guest data, and makes life much easier. But one thing that hasn't changed is shop floor hospitality. Because that warmth, the smile, the genuineness, receiving your guests, shaking hands, that's been the same throughout. The people element is always there. You cannot do work from home at a hotel and have robots. It's got to be a personalized human touch.

A luxury hotel, like the Four Seasons, is not just a space where you dine and sleep. It's a lifestyle. You have an art gallery, you have a beautiful set of curated coffees, art collection, a wine studio, lounges, plenty of things which sort of add to the guest experience. It fits into their work lifestyle. In modern hoteliering today, a lot more thinking happens with the spaces than in the past.