- Radisson Hotels’ Area Directors share their views
The travel and tourism industry has undergone significant evolution over the years, with its growth and sustainability being influenced by various factors. Sri Lanka’s tourism industry has a rich historical perspective, dating back to the colonial era, but it faced challenges during periods of civil conflict and unrest. Since the conflict’s end in 2009, the country experienced a tourism boom, diversifying its offerings beyond beautiful beaches to include cultural, wildlife, and wellness tourism. Infrastructure development and active promotion have further contributed to the industry’s growth. Additionally, sustainability has gained importance, with hotels like Radisson Hotels Sri Lanka adopting eco-friendly initiatives.
The Daily Morning Brunch delved into the dynamic world of travel and tourism with insights from Radisson Hotels Area Director Sales Bishan Dabare, Area Director Marketing Communications and Brand Strategy Amali Wedamulla, and Area Director Sales and Marketing Pandula Weerakoon. They shared their perspectives on the evolving travel industry, the pivotal role of hospitality professionals, and the initiatives that Radisson Hotels, including Radisson Blu Resort Galle, Radisson Hotel Colombo, and Radisson Hotel Kandy, are undertaking to meet the changing expectations of today’s travellers while prioritising sustainability and community engagement.
Following are excerpts from the discussion:
How has the travel and tourism industry evolved over the years, and what role do hospitality professionals, particularly those at your properties, play in its growth and sustainability?
Sri Lanka’s tourism industry has a rich historical perspective, with roots dating back to the colonial era. However, it faced significant challenges during periods of civil conflict. Following the end of the conflict in 2009, the nation witnessed a remarkable tourism boom marked by a substantial surge in visitor arrivals. Over the years, Sri Lanka has diversified its tourism offerings, expanding beyond its renowned beautiful beaches. It now embraces cultural tourism, highlighted by historic sites like Sigiriya and Polonnaruwa, wildlife tourism in national parks such as Yala and Wilpattu, and wellness tourism through Ayurveda retreats.
Infrastructure development, backed by government investments in expanding airports and road networks, has significantly improved tourist accessibility to various parts of the country, thereby contributing to industry growth. Furthermore, Sri Lanka’s promotion and marketing efforts, including participation in international travel fairs, have played a pivotal role in positioning the country as a desirable tourist destination. In line with global trends, there has been a growing emphasis on sustainable tourism practices, which serve to safeguard the environment and support local communities. Many hotels, including Radisson Hotels Sri Lanka, have embraced eco-friendly initiatives to align with this commitment to sustainability.
On the other hand, within Radisson Hotels Sri Lanka, hospitality professionals are entrusted with the responsibility of curating exceptional guest experiences. This entails delivering impeccable customer service, providing comfortable accommodations, and offering top-tier dining options. These positive guest experiences contribute significantly to guest retention and generate positive word-of-mouth marketing. Additionally, these professionals serve as cultural ambassadors of Sri Lankan heritage and hospitality, introducing guests to local traditions, cuisine, and customs, thereby enhancing the overall tourist experience.
Furthermore, Radisson Hotels Sri Lanka, among other hotels, contributes to employment opportunities for local communities and stimulates economic growth by sourcing supplies locally, thereby bolstering the local economy. Sustainability practices are another integral aspect, with many hotels in Sri Lanka, including Radisson Hotels Sri Lanka, embracing initiatives such as energy conservation, waste reduction, and active support for local conservation efforts, all of which are geared toward ensuring the long-term sustainability of the tourism industry. Finally, the dedication to training and development is evident in Radisson Hotels Sri Lanka, where hospitality professionals often receive training in international hospitality standards, enabling them to transfer this knowledge back into the local workforce, thereby elevating the overall skill set of the industry.
In light of World Tourism Day, could you elaborate on the importance of recognising and celebrating this day for professionals in the hospitality sector?
World Tourism Day holds global significance, shedding light on the pivotal role of tourism as an industry and its profound impact on economies, cultures, and societies worldwide. This observance is equally pertinent and advantageous for professionals in the Sri Lankan hospitality sector, including those dedicated to our hotels.
Firstly, World Tourism Day provides a robust platform for the promotion of tourism as a vital industry, elevating awareness about its pivotal contributions to a nation’s economic growth, job creation, and cultural exchange. For professionals in the Sri Lankan hospitality sector, this recognition reinforces the immense importance of their roles in driving tourism within the country. Moreover, this global event offers exceptional visibility, allowing Sri Lankan hospitality experts, including those at Radisson Hotels Sri Lanka, to spotlight their country’s attractions and distinctive offerings to an international audience. This, in turn, fosters the potential to attract more tourists and spark interest in visiting Sri Lanka.
Furthermore, World Tourism Day fosters networking and collaboration by often hosting various events, seminars, and conferences relevant to the tourism industry. Professionals from diverse sectors, including hospitality, converge to exchange ideas and explore collaborative possibilities. Radisson Hotels Sri Lanka can leverage this occasion to establish connections with industry peers, governmental bodies, and tourism associations, paving the way for mutual benefits. The day may also feature educational programmes and workshops aimed at enhancing the skills and knowledge of hospitality professionals, a particularly valuable opportunity for Radisson Hotels staff to stay abreast of industry trends and best practices.
Notably, World Tourism Day frequently emphasises sustainable tourism practices, aligning with themes that underscore eco-friendly initiatives and responsible tourism. Recognising this day can serve as a powerful source of inspiration, motivating professionals in the Sri Lankan hospitality sector, including Radisson Hotels Sri Lanka, to implement and champion eco-friendly practices. This collective effort contributes significantly to the preservation of the country’s natural beauty and cultural heritage. Lastly, World Tourism Day spotlights the importance of cultural exchange and understanding between tourists and local communities. Hospitality professionals play a pivotal role in facilitating these interactions, nurturing cultural respect and appreciation among guests, thereby enriching the overall tourist experience.
In the current travel landscape, what are the key trends or offerings that are particularly appealing to travellers, and how are your properties adapting to meet these expectations?
In the current travel landscape, several key trends appeal to travellers, and Radisson Blu Resort Galle, Radisson Hotel Colombo, and Radisson Hotel Kandy are adapting to meet these expectations. Firstly, travellers prioritise health and safety, a concern heightened by the Covid-19 pandemic. Therefore, it’s imperative that these hotels continue implementing robust health and safety protocols, encompassing enhanced cleaning procedures, contactless check-in/check-out processes, and strict adherence to social distancing measures.
Additionally, travellers seek flexibility in their bookings, prompting the need for hotels to offer lenient cancellation policies and options to change travel dates without penalties. Sustainable and eco-friendly practices have gained prominence, attracting environmentally conscious travellers. Thus, these hotels can reduce their environmental impact by introducing energy-efficient systems, minimising single-use plastics, and actively supporting local conservation efforts. Collaborations with local businesses to offer authentic cultural experiences, culinary adventures, and guided tours can cater to travellers’ desires for local immersion. The rising trend of wellness tourism can be addressed through on-site spas, fitness centres, yoga classes, and healthy dining options, with Radisson Blu Resort Galle, for instance, capitalising on its beachfront location to promote wellness by the sea.
Technology integration is crucial, with seamless digital experiences, such as mobile check-in/check-out, keyless entry, and robust Wi-Fi, being expected. Culinary tourism can be enhanced by offering diverse dining options, including local and international cuisine, along with food festivals and themed dining experiences. The emerging concept of “workation” and remote work facilities can be accommodated with dedicated coworking spaces and high-speed internet. Family-friendly amenities and services, like family packages, play areas, and childcare, cater to the needs of family travellers. Finally, personalisation through loyalty programmes and data-driven insights can significantly enhance guest satisfaction by offering tailored recommendations and services based on guest data.
How do you see the future of travel and tourism, and what specific steps are your properties taking to provide memorable and exceptional experiences for travellers?
Looking ahead to the future of travel and tourism, several key factors will shape the industry. Sustainable tourism is poised to take centre stage, with Radisson Hotels committed to ongoing eco-friendly practices like energy conservation, waste reduction, and supporting local conservation efforts. Personalisation is another critical aspect, with Radisson leveraging guest data to provide tailored recommendations, room preferences, and special touches, enhancing the overall guest experience. Technology integration will be indispensable, and Radisson Hotels can invest in smart room features, mobile apps for seamless booking and check-in/check-out, and digital concierge services.
Health and safety will remain paramount, with Radisson Hotels maintaining stringent cleaning protocols, offering contactless services, and transparently communicating safety measures to reassure guests. The growth of wellness-focused travel presents opportunities for Radisson to expand wellness offerings, including on-site spas, fitness centres, healthy dining options, and wellness activities. Culinary experiences, a significant trend, can be elevated by showcasing local cuisine, hosting food events, and collaborating with local chefs. Local engagement and offering authentic experiences are pivotal, setting Radisson Hotels apart by connecting with the local community, organising cultural events, and facilitating immersive tours. Flexible booking policies cater to travel uncertainties, while corporate responsibility initiatives can drive positive social impact. Finally, innovative marketing strategies, including effective storytelling and digital marketing, will help Radisson Hotels showcase its unique offerings and experiences to a global audience, solidifying its position in the evolving travel landscape.
Tell us about any sustainable or community-focused initiatives that your properties are currently involved in, aligning with the broader goals of responsible tourism.
Radisson Hotels are deeply committed to sustainable and community-focused initiatives. This commitment encompasses various aspects. Firstly, local sourcing is prioritised, with a focus on procuring locally sourced food and products to support local farmers and businesses while simultaneously reducing the carbon footprint. Eco-friendly practices are integrated into operations, involving the implementation of energy-saving technologies, waste reduction programmes, and the provision of eco-friendly amenities to minimise environmental impact.
Community engagement is a core principle, involving partnerships with local organisations to support community development projects, including initiatives in education and healthcare. Employee training ensures that staff are well-versed in sustainability practices and responsible tourism, engaging them in environmentally friendly and community-focused initiatives. Waste management initiatives are implemented, including waste reduction and recycling programmes, to minimise waste generation and promote responsible waste disposal.
Additionally, Radisson has launched the “Radisson Cares” programme, addressing health and safety protocols related to the Covid-19 pandemic while prioritising guest wellbeing. The broader “Radisson Responsible Business (RRB)” programme serves as an overarching initiative aimed at promoting responsible tourism, encompassing various efforts related to community engagement, environmental sustainability, and workplace ethics. These initiatives extend globally, with Radisson Hotels Group properties engaging in community-focused activities such as supporting local schools, participating in charity events, and contributing to local development projects.
Moreover, the “Radisson Hotels for Water” initiative focuses on water conservation, aiming to reduce water consumption and raise awareness about water scarcity issues. Properties may participate in water-saving practices and fundraising for clean water initiatives. Radisson also recognises and celebrates properties that excel in responsible business practices through the “Radisson Hotels Responsible Business (RHRB) Awards,” encouraging continuous improvement in sustainability efforts. In some cases, Radisson properties may participate in carbon offset programmes, neutralising their carbon emissions by investing in projects that reduce greenhouse gas emissions elsewhere. These initiatives collectively reflect Radisson Hotels’ dedication to responsible and sustainable business practices.
Could you share some valuable insights or tips for aspiring professionals who are looking to build a successful career in the hospitality and tourism industry?
For aspiring professionals looking to build a successful career in the hospitality and tourism industry, a comprehensive approach is crucial. Begin by pursuing relevant education and training through reputable institutions in Sri Lanka, offering hospitality and tourism management programmes, and consider obtaining certifications in specialised areas like food and beverage management or event planning. Practical experience is invaluable; seek internships and part-time positions in hotels, restaurants, travel agencies, or event management companies. Volunteering at local events and festivals can provide additional exposure to the industry.
Customer service skills are paramount in hospitality, emphasising strong interpersonal and communication abilities to exceed guest expectations. Cultural sensitivity is vital in a diverse country like Sri Lanka, especially when interacting with international guests. Proficiency in English, the global lingua franca, is essential, while knowledge of languages like Sinhala or Tamil can be advantageous.
Building a professional network through industry events, hospitality associations, and mentorship is key to growth. Staying updated on industry trends, technologies, and best practices through publications, online courses, and workshops is vital in this dynamic field. Flexibility and adaptability are essential for navigating a dynamic work environment with irregular hours.
Attention to detail is paramount, as small aspects can significantly impact guest satisfaction. Embracing feedback, whether positive or negative, is a valuable learning tool. Developing leadership and teamwork skills is critical, given the collaborative nature of many roles in the industry. Ethical conduct should be maintained in all interactions, and a genuine passion for serving others, coupled with dedication to providing memorable guest experiences, is at the core of success.
Planning a clear career progression, from front-line positions to management roles, is essential, and maintaining a positive attitude and welcoming demeanour, even in challenging situations, goes a long way in creating a hospitable atmosphere for guests.