Sometimes we take for granted what we experience when staying in hotels: impeccable service, snow-white sheets, a relaxing spa, and delicious food are perceived as a given. Yet what often escapes the picture is the tremendous amount of work that people in the hospitality industry put in to make us feel at home.
NARGIS Magazine had the privilege of speaking with Saakshee Gahlawat, the newly appointed General Manager of Four Seasons Hotel Baku, to discuss what truly matters in the philosophy of memorable service.
Azerbaijani service philosophy is something to be experienced in all its glory
What made you decide to pursue a career in the hospitality industry?
Coming from an armed forces and hospitality background – my mom has been in the industry for over 3 decades – the thrill of experiencing and immersing myself in new cultures, fostering strong relationships, and the charm of being in one of the most intriguing, exciting, creative, and dynamic industries just drew me in!
You’ve led diverse teams across the world. How do you adapt your leadership style to different cultures and environments?
I was always eager to learn and lean into the rich, multi-faceted cultures around me, so it came naturally in my career as well. In every new environment, my priority has been to understand, embrace, and learn from its people and their stories – an experience that, besides being enriching for me personally and professionally, has also held me in good stead in adapting my leadership style.
Four Seasons Hotel Baku is set against the rich cultural backdrop of Azerbaijan. Does the local culture influence the service philosophy of the hotel?
Absolutely! It begins with the moment a guest expresses interest in visiting Baku and staying with us, from the personalised pre-arrival communication to the exceptional welcome in true Azerbaijani flair, and the many curated and bespoke experiences our team creates to ensure guests revel in all that beautiful, bountiful Baku has to offer. Having recently moved to the hotel and city myself, I can say the Azerbaijani service philosophy is something to be experienced in all its glory, and once you get a taste of it, as our guests say, “it’s incomparable and keeps drawing you back.”
You were a key player in the renovation of Four Seasons London at Park Lane, including launching a Michelin-starred restaurant. Can we expect this kind of renovation in Baku?
Four Seasons Hotel Baku is the pride and prestige of not only the city but the entire country. As the only Forbes Five-Star hotel in Azerbaijan and a recipient of Two Michelin Keys, we take great pride in our team’s constant pursuit of excellence. The much-anticipated renovation will elevate our standards even further, introducing exciting enhancements that will position Four Seasons Hotel Baku 2.0 firmly in the “league of legends.” Stay tuned – the best is yet to come!
What do you think are the main trends in the luxury tourism segment?
Experiential travel is for sure the way forward. Discerning clients now seek unique, “never-before-seen” bucket-list experiences to truly immerse themselves in all that a destination has to offer. In today’s 24/7 world, focus on health wellness, longevity, and sustainability is gaining traction for all the right reasons. Destinations that combine these elements and offer heightened sensorial alternatives will have a clear competitive advantage.
What do you love most about living and working in Baku?
It’s a long list of what I love most about living and working in Baku; however, the list would start and end with the wonderfully warm, generous, friendly, and beautiful people of Azerbaijan and Baku! In the short time my family and I have been in Baku, where historic elegance meets the pulse of a contemporary world city, this gem has felt like home to us, all thanks to its incredibly hospitable people. Çox sağ ol!
What is your favourite spot at the Four Seasons Hotel Baku?
The grand lobby – it’s where the magic begins!
