HOSPITALITY SECTOR
Compiled by Prashanthi Cooray
CRAFTING GUEST EXPERIENCES
Dmitri Cooray unpacks the skills, values and trends shaping modern tourism
Q: How would you describe Sri Lanka’s position in the global tourism arena – and where do you see untapped potential?
A: Sri Lanka is a rare gem. Despite everything we’ve been through from natural disasters to economic and political hurdles, our country has shown remarkable resilience. What continues to draw visitors here is what makes us truly special – our people, culture, landscapes and stories.
Right now, we’re in a rebuilding phase but we have a unique opportunity to reposition ourselves. Beyond the beaches and cultural sites, there’s immense untapped potential in ecotourism, adventure travel and wellness.
Imagine connecting a traveller with a local tea estate where they can live and work alongside planters for a few days or curating experiences deep within our rainforests that have minimal environmental impacts.
We have biodiversity that rivals any top destination in the world. And we have traditions, crafts and cuisine that are deeply rooted in history, yet underrepresented on the global stage. And we have people who are warm, hospitable and eager to share their island with the world.
Our focus should now be on highlighting the lesser known regions, developing them thoughtfully and ensuring that tourism benefits local communities. That’s where our strength – and our future – truly lies.
Q: How do longstanding family values help shape leadership styles and guest experiences in the hospitality sector? And what timeless principles continue to resonate in modern tourism?
A: Empathy is one of the most enduring values – one that needs to be instilled early on.
I have seen how powerful it is to genuinely care for people – not merely meeting their needs but anticipating them, listening intently and going the extra mile to make them feel seen and valued.
Another trait is attention to detail. Whether it’s how a bed is made, the way a dish is plated or simply how a guest is greeted, the small touches make all the difference. Guests remember and talk about these traits long after their stay.
Adaptability is equally critical in the hospitality sector – whether in responding to local challenges, global trends or evolving guest expectations. The ability to evolve while holding on to core values is a lesson to be treasured.
And perhaps most importantly, teamwork is key. A hotel only runs well when everyone from the front office to the kitchen, housekeeping and maintenance pulls together with a shared sense of purpose.
In today’s world, where guests seek more personalised and meaningful experiences, these values of empathy, precision, adaptability and collaboration are more relevant than ever. They’ve stood the test of time and will continue to guide us into the future.
Q: What skills do you think the next generation of hospitality professionals need to thrive in what is a rapidly evolving sector?
A: I often tell young professionals entering the field that hospitality is in fact a mindset and not merely a job.
First, you need adaptability. The sector is evolving rapidly from technology to guest preferences, so the ability to pivot is most important. Don’t get too comfortable; stay curious.
Tech skills are undeniably crucial in today’s world. But just as important is emotional intelligence – i.e. the ability to read a room, handle guest concerns with grace and lead a team with empathy.
Cultural awareness is vital too. We serve people from all walks of life and being able to connect across cultures is a skill that will always be in demand.
Sustainability is no longer optional. The next generation must lead the charge not only in what they do but how they think as well.
And finally, never stop learning. This hospitality sector rewards those who are always evolving, asking questions and looking for ways to improve – not only for the business but for the people and communities it serves.
Q: How can hotel operators balance the growing emphasis on sustainable tourism and conscious travel with profitability?
A: It’s a balancing act but one that’s possible and in fact, necessary. Profitability and sustainability don’t have to be at odds – they can and should work hand in hand.
We’ve seen this firsthand – investments in energy efficient systems, solar power and water saving initiatives help reduce our operational costs over time. It may require some upfront expenditure but the long-term savings and brand value far outweigh it.
Sourcing locally, whether it’s fresh produce or items made by local artisans, not only reduces the carbon footprint but strengthens our connection to the community. Guests appreciate this too as they increasingly seek authenticity and purpose behind their stays.
Reducing single use plastics, encouraging composting and training teams to think sustainably are also key focus areas.
And then there’s communication: keeping guests informed and inviting them to be part of the push for sustainability. Even something as simple as reusing towels can make them feel involved.
Sustainability is no longer a niche; it’s expected. And when this is done well, it generates loyalty,
reputation and revenue.
