AMAGI HOTELS
Chairman
Managing Director
Q: Against the backdrop of economic challenges and ever-changing market dynamics, how should organisations mitigate high costs while delivering value to customers?
A: The hospitality sector, especially in a recovering economy like Sri Lanka’s, demands a strategic balance between cost management and value delivery.
At Amagi Hotels, we place a strong emphasis on operational efficiency and leveraging local resources. This approach includes collaborating with local suppliers, investing in staff training to improve service quality, and adopting sustainable practices such as energy conservation and waste reduction. These measures not only help reduce operational costs but also contribute to an enhanced guest experience.
Additionally, offering carefully curated experiences – such as showcasing Sri Lanka’s rich culinary heritage or organising immersive ecotourism activities – ensures that our customers receive significant value that goes beyond traditional hotel services.
Q: The need to provide holistic customer experiences is rapidly gaining importance. What is your interpretation of this?
A: Indeed, it is paramount. At Amagi Hotels, it’s a promise that we deliver to our valued guests. A holistic customer experience integrates every aspect of a guest’s journey, addressing their physical, emotional and cultural needs.
Guests at Amagi Hotels can enjoy tailored hospitality options that go beyond standard offerings, leaving long-lasting impressions and fostering customer loyalty. We have invested considerable time and resources into educating ourselves on the importance of overall service excellence and quality standards, with particular emphasis on both physical and digital aspects.
By staying aligned with rapidly changing trends, we ensure that our offerings remain relevant and impactful. We make every effort to be on the same page across all areas of service delivery, as any disconnect can lead to a mismatch in the guest experience.
“Customer excellence is the foundation of trust, loyalty and business growth – especially in the hospitality sector”
Q: Why should customer excellence always be a priority? And how does your organisation ensure this?
A: Customer excellence is the foundation of trust, loyalty and business growth – especially in the hospitality sector. It’s even more critical in Sri Lanka where tourism is recovering after major setbacks like the 2019 Easter Sunday attacks and COVID-19 pandemic.
We owe our business success to our valued guests and we firmly believe in the well-known adage ‘the customer is king.’ To elaborate a bit further, there are no VIPs at our properties – every guest is a VIP, and treated with the same level of respect and importance. We’re convinced that it is primarily due to this focus that we have a growing repeat client base.
As the saying goes in marketing, ‘word of mouth is the most powerful form of communication’ and that is precisely what we practise at Amagi Hotels.
Q: What is your organisation’s approach to customer excellence?
A: At Amagi Hotels, customer excellence is deeply rooted in personalised service and attention to detail. We ensure that each property delivers a consistent yet unique experience by aligning our services with guest preferences and market demands. Our approach involves a mix of direct guest interactions, thoughtful feedback collection and adapting our offerings accordingly.
Q: How does your organisation harness the power of data and analytics to elevate customer experiences?
A: While we do value data driven insights, our focus remains on the human aspect of hospitality. Guest reviews, in-person conversations and staff observations play an important role in shaping our services.
However, we do leverage analytics to understand market trends and improve operational efficiency. For example, monitoring booking patterns helps us design seasonal offers while analysing customer demographics informs targeted marketing strategies.
By blending human interaction with data insights, we create meaningful and relevant experiences for our guests.
Q: What are your organisation’s future plans?
A: Amagi Hotels is poised for strategic growth with plans to expand our presence across Sri Lanka by exploring new destinations and developing properties that cater to emerging travel trends. We aim to enhance our wellness and ecotourism offerings while continuing to innovate in guest services.
Additionally, fostering partnerships with renowned international hospitality brands leveraging Sri Lanka’s growing appeal as a leisure and business destination will be central to our strategy. Some of these high-end properties, at an investment of US$ 75 million, are already under way and our vision is to remain at the forefront of hospitality by blending authentic Sri Lankan charm with global service standards.
Telephone 0765 253355/0772 670300 | Email chairmansecretary@amagihotels.com | Website www.amagihotels.com
