Hilton properties in Sri Lanka’s recently appointed Cluster Commercial Director, Anthony Smith, discusses Hilton’s vision for Sri Lanka’s hospitality sector revival.
Drawing on Sri Lanka’s rich cultural heritage and global sustainability measures whilst inspiring teams to curate distinctive guest experiences are essential in enhancing Hilton properties in Sri Lanka’s brand amidst a challenging and vibrant environment, explains Anthony Smith, the Cluster Commercial Director. He begins by sharing insights into Hilton’s strategy for leveraging the expected revival in Sri Lanka’s hospitality sector:
Prioritizing global education is essential. We must communicate to the world that Sri Lanka, with its wealth of attractions and experiences, is open and eager for business. Our soon-to-open Hilton Yala Resort and expanding property portfolio reinforce our commitment to driving the post-crisis recovery. Such endeavours reflect our confidence in the destination and its people and reaffirm our commitment to Sri Lanka’s continued global visibility. Moreover, Hilton’s comprehensive kills development programmes empower individuals with the expertise to make meaningful contributions.
In strategizing our way forward, two elements are paramount. Firstly, building a dedicated team passionate about Hilton, our guests, and Sri Lanka is essential. Secondly, we must remain attuned to the ever-evolving global landscape, and that includes adapting to evolving market demands and equipping our teams to make these shifts so that we continue to be the hospitality supplier of choice.
How has Hilton properties in Sri Lanka adjusted to the hospitality industry changes brought about by the pandemic, and what strategies do you plan to introduce?
Undeniably, the hospitality industry, on both a global and local scale, has undergone profound changes due to the pandemic’s unparalleled effects. A notable repercussion is the significant labour shortfall facing the industry, and as such it is paramount for us to reignite the zeal within hospitality professionals and attract talent back into the hospitality space.
Our strategy emphasizes the hospitality industry’s enduring resilience, framing each guest interaction as a means of profoundly touching people’s lives with the full knowledge of the deep emotional value – whether for business or leisure – travel has. Underpinned by sincere care and understanding, our human resource approach anchors all our endeavours to rebuild the confidence of those once pivotal to our sector, presenting Hilton as the preferred employer in Sri Lanka.
What interests you most about your new role as Cluster Commercial Director for Hilton properties in Sri Lanka?
With nearly 17 years at Hilton, primarily in Africa, overseeing properties that cater to varied markets, I’m thrilled about taking on the role of Cluster Commercial Director for Hilton properties in Sri Lanka. What excites me is the chance to join a team that resonates with Hilton’s unwavering commitment to outstanding guest service excellence. I’m eager to shape our guest experiences to highlight Sri Lanka’s essence and magnify its rich cultural tapestry and inherent allure. I eagerly anticipate being an active part of the community, collaborating with customers, guests, and our team—a journey I am profoundly passionate about.
What key strategies will you implement to drive growth and reinforce Hilton’s market share in Sri Lanka?
At Hilton, knowing that if we prioritize our team and the value they bring to all customer interactions, the satisfaction and well-being of our guests will naturally flow through. My primary focus revolves around cultivating impactful leadership and creating an ambience where every team member is inspired to drive tangible change.
The Hilton vision of “living” change and leaving the world a better place than how we found it has evolved to include a range of programmes and training opportunities, with sustainability initiatives centre stage. For us, sustainability is not just a trending topic; it’s deeply entrenched in the Hilton’s ethos, aligning seamlessly with what we are calling our “2030 goals”. These goals encompass a focus on halving our carbon footprint while doubling our social impact. These strategies, rooted in long-term growth, epitomize our commitment to building a lasting and sustainable foundation that serves the broader development of the region.
In terms of sustainability, how do you plan to integrate Hilton’s global sustainability initiatives into the operations at Hilton properties in Sri Lanka?
Hilton’s global sustainability initiatives have been integrated into many of our properties worldwide, and we continue weaving these practices seamlessly into our Sri Lankan operations. These include phasing out single-use plastics, adopting energy-efficient programmes, setting up water recycling & purification processes and many others.
Moreover, Hilton’s Meet with Purpose focus offers a valuable tool to assess the environmental footprint of meetings, assisting us in gauging and reducing our ecological impact. To embed these practices locally, we’re investing in thorough education and a holistic strategy aiming at meaningful adjustments to the way we do business every day.
While adapting to these practices may require modifications, our unwavering commitment to sustainability ensures they become embedded in our daily operations, aligning with global benchmarks and Sri Lanka’s unique environmental needs.
How will you leverage Sri Lanka’s rich cultural heritage and diverse tourist attractions to create distinctive guest experiences and elevate Hilton’s positioning?
Today’s travellers yearn for experiences beyond the routine; they seek authentic, impactful, and hassle-free interactions. By harnessing Sri Lanka’s vibrant cultural legacy and its myriad of attractions, we strive to offer more than just accommodation; we aspire to provide deep dives into the very soul of the destination and amplify Sri Lanka’s culture and heritage, translating it into bespoke experiences that introduce guests to the rhythms of Sri Lankan life, its flavours, and its renowned warmth.
Through partnerships with destination management companies, travel management entities, and tour operators, we’re positioning Hilton at the centre of genuine Sri Lankan experiences.