“Luxury is about emotional connect!”

In conversation with Nitesh Gandhi, General Manager of Four Seasons Mumbai, on leadership, legacy, and redefining luxury through people-first transformation.

- By Hetal Oswal

In a world where hospitality often leans on grandeur, it’s the quiet strength of purpose, people, and perseverance that truly sets a brand apart. It’s this very philosophy that guides Nitesh Gandhi, General Manager of Four Seasons hotel and residences Mumbai. With more than two decades of experience shaping luxury hotels, his approach to leadership goes beyond managing operations; it’s about fostering a culture where every individual feels valued and empowered.

Our conversation uncovers how vision paired with empathy drives not just business success, but a meaningful workplace. From navigating change to inspiring teams, Gandhi shares insights that remind us success is a collective journey, built on trust and collaboration, providing a window into leadership that leads with heart and clarity.

From managing a beachfront restaurant in the Maldives to running one of Mumbai's most iconic hotels; what's the one philosophy that's remained unchanged through your evolution as a leader?

The biggest constant in luxury over the last two decades is how you make people feel. That hasn't changed; and won't anytime soon.

I started my journey at The Oberoi Udaivilas, and even now, I believe there are only three things that matter in luxury: people, food and beverage, and products. If you have these three right, you have a winning hotel.

A lot of brands get distracted with too much digitalisation, systems, and processes... but when guests enter a hotel, they still notice the way they're welcomed, the way they're remembered, how their preferences are remembered, and how consistently warm your staff is. That's something Four Seasons Mumbai does better than anyone else. There is a serious commitment to training, hiring right, and team building; and that makes all the difference.