Four Seasons Bengaluru GM vows to take hotel to new heights with dedicated team

Reuben Kataria, General Manager of Four Seasons Hotel Bengaluru at Embassy One, is all revved up to take the hotel to new heights. With a dedicated team of Four Seasons professionals by his side, he emphasizes the importance of collective achievement: "Big wins or small, everyone has a slice of success when the hotel is flourishing and guests have had a memorable time. I love the sense of community and how every person is here to enliven the hallmark Four Seasons style of unscripted service," shares Reuben about his team's ethos in an exclusive interview with Bizz Buzz.

An avid photographer with a special interest in wildlife captures, Reuben is always on the lookout for an optimum ‘photographic frame’ and is a passionate social native. When he’s not enjoying his travels, one could find him savouring a good bottle of wine with friends and family

What prompted you to join the hospitality industry?

My journey from Punjab to my current role as General Manager of Four Seasons Hotel Bengaluru has been an enriching one, shaped by a deep-rooted passion for hospitality and a commitment to excellence. Hotels are my first love. I enjoy the vibe and I enjoy meeting people. That was the inspiration for my pursuing hospitality as a career.

What are some of the highlights of your career?

I’ve been in hospitality for over two decades now and had the privilege of working with leading global chains that includes The Oberoi, Hyatt and Marriott International before joining Four Seasons. In this time I’ve managed hotel operations for both business hotels and resorts and gained extensive practical knowledge of food and beverage operations, hotel development, product enhancement, upgradation and concept development. I helped open, launch, and position The Leela Hotel in Bhartiya City in a highly competitive market and now am in a very enriching innings at Four Seasons.

What has been your career graph in the hospitality industry?

Raised in Punjab, I graduated with a Hotel Management, Catering, and Nutrition diploma from IIHM C&T, Chandigarh and in 2008 I went on to complete a senior management program at the Indian Institute of Management, Kolkata, one of the country’s prestigious business schools. My first job was with Hyatt Hotels in 1995, in 2008 I joined The Oberoi Hotels and Resorts. Initially work focussed on food and beverage before a promotion to executive assistant manager at the Oberoi, New Delhi offered me a chance for a broader perspective. In 2014, I took over as General Manager of The Oberoi Sahl Hasheesh in Egypt and also oversaw operations of two Luxury Nile Cruisers, which was an exciting and enriching opportunity. Bangalore called in 2018, overseeing JW Marriott and in 2020,I moved to open The Leela Hotel in Bhartiya City. It's been exciting to bring all that experience that has led to this position at Four Seasons Hotel Bengaluru and lead an inspired team at the hotel to further its goal of delighting guests with exceptional experiences and intuitive unscripted service.

What are some of the challenges you faced and overcame in the hospitality industry?

Bangalore, as a dynamic and cosmopolitan city, fits seamlessly into the Four Seasons perspective by offering a unique blend of cultural richness, technological innovation, and a vibrant lifestyle. One of the most intriguing aspects is the city's vibrant and diverse culinary scene, which reflects the rich cultural tapestry of India. Bengaluru's status as a global tech hub also brings a diverse mix of business and leisure travellers, creating exciting opportunities for innovation and collaboration in hospitality. However, the rapid pace of growth and development in the city poses challenges such as infrastructure constraints, talent retention, and changing consumer preferences. Adapting to these dynamics while maintaining the highest standards of service and guest experience is a constant challenge but also a rewarding endeavour.

What are the strengths of the Four Seasons Brand that you would like to focus on? How does Bangalore fit in the Four Seasons perspective?

The Four Seasons brand is globally recognised as a frontrunner of luxury hotel experiences. In this new era of travel, with smart room technology and elevated design to ensure personalization, Four Seasons Hotel Bengaluru is the best hotel in the city; embracing the city's ethos by providing a luxurious yet locally immersive experience for its guests. With the FS Chat app Four Seasons service reaches new heights with technologically forward digital tools that are as mobile as our guests — and as human and thoughtful as ever. In India everything works on relationships and Four Seasons embodies this luxury with genuine heart. That is what brings the guests in. And once they are in, you have to make sure that you wow them with your product. At Four Seasons, we believe in fostering connections to people and place, celebrating character and personality, and cultivating craftsmanship and mastery. We recognize the importance of personalized service and meaningful interactions in creating memorable experiences. Our team at Four Seasons Hotel Bengaluru is trained to anticipate guest needs, provide tailored recommendations, and go above and beyond to exceed expectations.

What are some of the items on your agenda at Four Seasons in Bangalore?

Since its debut in May of 2019, Four Seasons Hotel Bengaluru at Embassy ONE has established itself as one of the leading urban luxury hotels in the area. Our goal is to further enhance its reputation in order to maintain strong brand equity. Our guests are already very loyal, and we will continue to deliver Four Seasons’ signature intuitive service while using technology to create a seamless guest journey that meets the ever-evolving needs of today’s travellers. Hospitality is continually reinventing itself; my goal is to further enrich the guest experience by offering genuine, authentic and unscripted service at this exceptional hotel.

What are the standards of F&B your target audience seeks in your hotels?

Dining experiences play a crucial role in the overall guest experience. At Four Seasons Hotel Bengaluru, we curate innovative menus that showcase the best of local and international cuisine, partnering with acclaimed chefs and artisans, and creating memorable dining experiences that exceed guest expectations. The F&B standards are set to meet the discerning tastes of both international and local guests who appreciate culinary innovation, high-quality ingredients, and personalized service.

The hotel has multiple dining venues – CUR8, Far & East, and Copitas - which has been named the best hotel bar for three consecutive years in India and at the fourth spot on the 30 Best Bars India list. It was also listed at thirty-eighth on Asia's 50 Best Bars last year and has a dynamic and distinguished new Bar Manager, Jonas Vittur. All our dining spaces are equipped with attentive staffs who guide guests through the extensive menu selections that include an extensive and curated wine list, crafted cocktails, and so much more. Our Asian diner Far & East has a very gifted Okinawan chef - Chef Yonaha and his team- experts of wok and roll, who take pride in crafting Japanese, Thai and Chinese cuisine. CUR8, our all day diner provides a diverse range of gastronomic delights with an added exclusive experience of culinary pop ups throughout the year showcasing both local and international cuisines.

What are the key standards of service you offer to your guests?

We recognize the importance of personalized service and meaningful interactions in creating memorable experiences. Our team is trained to anticipate guest needs, provide tailored recommendations, and go above and beyond to exceed expectations. By addressing issues promptly and transparently, we demonstrate our dedication to guest satisfaction and foster trust and loyalty. It is also important to continuously innovate and evolve our offerings to stay ahead of trends and meet the evolving needs and preferences of our guests as we strive to delight and inspire them at every touch-point, ensuring that their stay with us is nothing short of exceptional.

What is the USP of your hotels that attract your guests?

One of the unique features of Four Seasons Bengaluru is its stunning location, offering breathtaking views of lush greens that provide a tranquil escape from the bustling city, which is only 15 minutes away from the airport. The hotel recognizes the importance of connecting guests with nature, allowing them to enjoy the serene beauty of the surroundings while still being in the heart of Bengaluru. We offer a sublime blend of luxurious accommodations, exceptional dining, impeccable unscripted service, and a beautiful location that makes it the perfect choice for travellers seeking a truly unforgettable Bengaluru experience.