FINANCIAL CHRONICLE™
Dear Reader,

Registration with the Sri Lanka FINANCIAL CHRONICLE™️ would enable you to enjoy an array of other services such as Member Rankings, User Groups, Own Posts & Profile, Exclusive Research, Live Chat Box etc..

All information contained in this forum is subject to Disclaimer Notice published.


Thank You
FINANCIAL CHRONICLE™️
www.srilankachronicle.com


Join the forum, it's quick and easy

FINANCIAL CHRONICLE™
Dear Reader,

Registration with the Sri Lanka FINANCIAL CHRONICLE™️ would enable you to enjoy an array of other services such as Member Rankings, User Groups, Own Posts & Profile, Exclusive Research, Live Chat Box etc..

All information contained in this forum is subject to Disclaimer Notice published.


Thank You
FINANCIAL CHRONICLE™️
www.srilankachronicle.com
FINANCIAL CHRONICLE™
Would you like to react to this message? Create an account in a few clicks or log in to continue.
FINANCIAL CHRONICLE™

Encyclopedia of Latest news, reviews, discussions and analysis of stock market and investment opportunities in Sri Lanka

LISTED COMPANIES

Submit Post

Poll

Can there be another Covid-19 wave in Sri Lanka?

 
 
 

View results

STOCK MARKET TRAINING
ශ්‍රී ලංකා මූල්‍ය වංශකථාව - සිංහල
Submit Post


CONATCT US


Send your suggestions and comments

* - required fields

Read FINANCIAL CHRONICLE™ Disclaimer



Latest topics

» Sell EXPO Buy EDEN sentiment changed to Exit EXPO Enter EDEN
by Value Pick Today at 3:57 pm

» EXPOLANKA HOLDINGS PLC (EXPO.N0000)
by EPS Today at 3:33 pm

» SEMB the ASPH
by wmsameera Today at 3:24 pm

» Top crossings today
by SAGA Today at 2:53 pm

» LAUGFS GAS PLC (LGL.N0000)
by Wickyz Today at 2:06 pm

» Sri Lanka’s 213 billion rupee money printing to repay foreign debt: Treasury Secretary explains
by CITIZEN Today at 11:25 am

» Oman shows interest in SLAF HQ land and Chalmer’s Granary
by dayandacool Today at 11:03 am

» HVA FOODS PLC (HVA.N0000)
by prabath Today at 10:05 am

» EXPOLANKA HOLDINGS PLC Interim Financial Statements quarter ended 30th June 2021
by mah2903 Today at 2:59 am

» ලාභ ගන්න කොටස් වලින් මේක සම්පූර්ණයෙන්ම කියවන්න
by ColomboCSE Today at 12:37 am

» Shares to Buy
by Cma Today at 12:02 am

» Successful investment strategies require an understanding of the forces of stock market nature, and disciplined rules of portfolio management.
by Asoka Samarakone Sat Jul 31, 2021 9:12 pm

» LANKA ALUMINIUM INDUSTRIES PLC (LALU.N0000)
by Niwa Sat Jul 31, 2021 8:53 pm

» Directors' Dealings today
by SAGA Sat Jul 31, 2021 6:02 pm

» Top Foreign Trading today
by SAGA Sat Jul 31, 2021 5:59 pm

» CHEVRON LUBRICANTS LANKA PLC (LLUB.N0000)
by Antonym Sat Jul 31, 2021 5:37 pm

» Boga unusual Collection....
by Wickyz Fri Jul 30, 2021 1:14 pm

» MILLENNIUM HOUSING DEVELOPERS PLC (MHDL.N0000)
by jehan008 Fri Jul 30, 2021 1:11 pm

» Sri Lanka FOB prices for black tea highest in the world
by samaritan Fri Jul 30, 2021 12:18 pm

» DPL Take over
by Vishwanarth Fri Jul 30, 2021 12:12 pm

EXPERT CHRONICLE™

MARKET CHAT


CHRONICLE™ ANALYTICS


ECONOMIC CHRONICLE

GROSS DOMESTIC PRODUCT (GDP)


CHRONICLE™ YouTube

LATEST TWEETS

You are not connected. Please login or register

FINANCIAL CHRONICLE™ » DAILY CHRONICLE™ » Holidaymakers alarmed: Hotel staff unprofessional to handle

Holidaymakers alarmed: Hotel staff unprofessional to handle

2 posters

Go down  Message [Page 1 of 1]

Redbulls

Redbulls
Director - Equity Analytics
Director - Equity Analytics
By Sunimalee Dias

Travellers from East and West that once commended Sri Lankan hospitality have today raised concerns over the indifferent attitude of local hotel staff. In the post war era the industry is faced with a grave issue of inexperienced and untrained hotel staf set to wait on unsuspecting travelers.

Service levels of hotel staff around the country have become a cause for concern due to either lack of confidence, inadequate language and communication skills or inability to comprehend the travelers’ requirements. While the industry’s 40% manned by the top conglomerates’ with a manpower that is well trained continuously the rest were likely to undergo ad hoc or on-the-job training.

However, this has set a bad precedent as those hoteliers unlikely to train their staff do so in order to retain them fearing possibility of anyone leaving, Aitken Spence Hotel Sector Training General Manager Amal Nanayakkara told the Business Times. He pointed out that most in the industry were unlikely to recognize this issue as a problem in the first place as they were able to manage the number of guests coming in.

In this respect, competing with India, Thailand and Malaysia has become tough as service levels in these countries were higher, he said.

In contrast at home the local staff were used to serving tourists as they would in their home environment lacking professionalism, he pointed out.

Delivery of service is a requirement and once a promise is made it must be kept as well without making excuses, Mr. Nanayakkara explained. Organization is a necessity in local hotels, he said stating that when once visiting a hotel and upon asking where room 120 was, he was told that it was in front of 150.

“Sri Lankans have a hospitable nature but the technical and PR skills have gone down,” Sri Lanka Institute of Hotel Management Chairman Chandra Mohotti said. He noted that the gravity of the situation was in relation to the rising demand but believed there was adequate time to train future staff for new hotels likely to be established in the country.

Recounting days when Sri Lankan hotel staff left the country for greener pastures due to the 30 year war, he opined that these people were likely to come back unlike those that left for higher studies overseas and would have settled there. While almost everyone was anxious to train their staff, he observed that “if they (hoteliers) don’t invest so much on buildings and infrastructure they will develop.”

In view of the growing numbers of foreign GMs manning the hotels, he said this would continue even if local expertise was available as international companies would deem it a requirement. Statistics indicate that for every room, two would be employed and the numbers continue to increase. The Sri Lanka Tourism Authority said adding that it would amount to about 40, 000 in the formal sector and many more in the informal.

Sri Lanka Hotels Association President Anura Lokuhetty observed that today there is a gap of an additional 20-30% trained staff.

With most Sri Lankans in the hotel industry working overseas now returning to the country and re-joining, he noted in the future, a waiter too would have to obtain a basic qualification while working.

In this regard, the industry needs to carry out evaluation of staffers and provide more “dignity of labour” that would help to attract more labour, he said. In view of foreign recruits to the local industry he opined there needs to be criteria for bringing them down as they could be beneficial or even ruin the reputation of the country.

A founder member of the Responsible Tourism Project, Charmarie Maelge said that in the 1990s the industry had more staff when there were a lesser number of tourists but today there were either the same amount or less compared with growing number of arrivals.

But some hoteliers find it a “national service” to take raw talent and train them, as Jetwing Hotels Chairman Hiran Cooray pointed out, “I think the Sri Lankan people are born to hospitality and if they are properly trained they can be the best in the world.”
http://www.sundaytimes.lk/120729/business-times/holidaymakers-alarmed-hotel-staff-unprofessional-to-handle-6908.html

Kithsiri

Kithsiri
Senior Vice President - Equity Analytics
Senior Vice President - Equity Analytics
Aptitudes can be given but it is hard to change the attitudes.
Absorb people for their attitudes and not the other way around in ant Service Industry, if they want a real Service person.

Back to top  Message [Page 1 of 1]

Permissions in this forum:
You cannot reply to topics in this forum