HOSPITALITY SECTOR
Sujeet Kumar
ENRICH GUEST EXPERIENCES
Navigating trends and expectations in the evolving hospitality landscape
Sector overview
Hospitality in Sri Lanka is on the upswing.
Evidence of upswing
With a target of at least 1.5 million travellers in 2023, it was heartening that we welcomed one million visitors by September, which was a morale booster – and we nearly met the target for the year.
Core strengths
The sector requires good people who can leverage their inherently hospitable nature and continuously develop this core strength.
Latest trends in leisure
Sustainability, responsible luxury, experiential travel and going local.
Adding value
Improve training of personnel to ensure personalisation of guest experiences since true luxury is about anticipating service requirements and receiving more than the brand promise.
Threats to sector personnel
Limited opportunities for skills development and professional growth, and the high cost of living, are making overseas options more attractive to many.
Addressing the threats
Partnering with industry for skills development and competitive salaries; and associating wellbeing with diversity, inclusion and equality.
Technology and guest experiences
With loyalty apps and offerings, guests can personalise and curate their stays even before arrival – this delivers exceptional guest experiences.
Food safety strategy
Train associates to practise and maintain international food safety standards, and comply with local safety and sanitation regulations – and conduct unannounced audits.
Evolving customer expectations
With varying demographics and worldwide travel, guests are becoming more discerning and vocal with their feedback (both positive and negative) on social media.
Advice to tourism industry leaders
Listen and communicate with guests, and proactively engage with them in all phases of their stay.
Listening attentively
This keeps businesses agile and helps identify ways to improve services. And good public relations personnel will be able to respond to feedback promptly.
Scope of tourism in Sri Lanka
There are many opportunities to attract high-end luxury travellers and stimulate demand due to the island’s untapped natural resources.
Domestic tourism
The tourism industry should continuously tap domestic travellers to help meet its potential.
Opportunities for growth
Renewed international interest creates opportunities for meetings, incentives, conventions and exhibitions (MICE) events.
Other opportunities and outcomes
There are destination weddings and even Bollywood film shoots, which help increase demand.
Sri Lanka’s appeal
An abundance of attractions, which include wildlife parks, UNESCO World Heritage Sites, scenic hills, places of religious worship, and regions in the north and east.
Niche experiences
Culinary and spice tours will bolster growth in the hospitality sector.
Challenges from competition
It’s a fierce and competitive market with a focus on Indian, Middle Eastern, Chinese, Russian and European travellers.
Growth potential
There is still room for growth and we can create our niche offerings based on guest requirements.
Strategy to stay ahead
Position hotels by offering ‘responsible luxury’ – i.e. with impeccable services, and great products and services.
Complementary strategies
Consciously promote local food, goods and services to reduce our dependence on imports; and consider variables such as availability and restrictions.
Tips for professional development
Seek professional and stable growth in reputable hotels – don’t keep switching jobs frequently for a few dollars more.
Careers in hospitality
People need confidence; patience; good communication skills; a willingness to work hard and be open to new ideas, as well as creative and passionate; and possess a long-term vision.
Strengths of our human resources
Resilience, agility and an unstoppable outlook.
Vision for the sector
The vision for Sri Lanka is to position it as a luxury destination for tourists and destination weddings, and an ideal location for MICE – both domestic and international.
Factors that militate in favour of the above
Developed city infrastructure and good airline connectivity to gateway cities.
Mantra for success
When given a choice between two options, take both – because if you do what you have always done, you’ll get what you’ve always got.
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