The CBB Experience: Navigating Challenges on the Path Towards Luxury

As I reflect on my recent tenure as Resort Manager at Cinnamon Bentota Beach, I am filled with immense pride and gratitude. This period has been marked by significant challenges and profound growth and remarkable achievements.

Embracing Challenges and Opportunities

Living on-site and working closely with a dynamic team presented unique challenges and opportunities. Transitioning from a decade in City Hotels, this role required deep engagement with the local village and community. Many team members were from the area and had long-standing ties to the property. Understanding the history, heritage, and pivotal moments leading up to the refurbishment was crucial in driving the property toward our vision of delivering curated and inspiring stories that connect.

Steering Through a Challenging Business Climate

The aftermath of the COVID-19 pandemic and the economic crisis in Sri Lanka created a uniquely challenging business environment. Our industry faced unprecedented disruptions, with reduced tourism and financial constraints demanding innovative solutions to maintain and elevate the level of service our guests expect. We navigated the challenge of securing buy-in from key tour operators and decision-makers to channel guests willing to pay an elevated price for the enhanced value on offer. Despite these obstacles, our commitment to delivering bespoke luxury experiences never wavered, and we embarked on a journey of continuous improvement to uphold our brand promise.

Elevating the Property Amidst Financial Constraints

Our mission was clear: to position Cinnamon Bentota Beach as a premier luxury destination, embodying the brand's vision of delivering five-star-plus experiences. Financial constraints required resourcefulness and careful expenditure management. We optimized operational efficiencies, focusing on cost-effective measures without compromising on quality or health and safety. This strategic approach allowed us to enhance guest experiences while meticulously managing budgets.

Overcoming Staff Challenges

The human element is critical in hospitality. We faced significant challenges with an ageing and unionized workforce, coupled with high attrition rates as young talent sought opportunities overseas. By fostering a culture of inclusivity and continuous learning, we empowered our team to adapt to new standards of excellence. Leadership changes and external pressures from local groups tested our resilience. However, through transparency and clear communication, we gradually overcame these challenges and improved business levels. The last winter season was pivotal, as all stakeholders witnessed the success of our strategy and benefitted from unprecedented levels of service charges, contributing to better cohesiveness and collaboration.

Key Wins and Achievements

Despite these challenges, our collective efforts yielded outstanding results:

• Customer Sentiment Leadership: We ascended to the number one spot in our competitive set for customer sentiment, setting the benchmark for customer satisfaction within the greater Cinnamon Hotels & Resorts family, including properties in the Maldives.
• Awards and Accolades: We were honored with prestigious awards, including the Tripadvisor Traveller's Choice, Holiday Check, and Booking.com recognitions, affirming our commitment to excellence.
• Innovative Initiatives: We launched several new elements, including a state-of-the-art spa, a greenhouse, and a unique water bottling plant to mitigate single-use plastic. These initiatives enhanced guest experiences and underscored our commitment to sustainability.
• Destination Weddings: The successful execution of buyout destination weddings generated significant hype for the brand and the country, showcasing our capability to create unforgettable events that elevated our brand and national positioning.

Community Engagement and CSR Activities

Our commitment to the community was unwavering. We initiated several CSR activities, including scenic developments with the local temple and a school meal program to ensure children received nutritious meals. We organized awareness and exposure visits for kids, along with art tours, fostering cultural and educational growth. These efforts aimed to uplift the community and build a stronger bond with our neighbors.

Staff Engagement and Quality Focus

Driving key staff engagement activities was crucial in uplifting morale and sentiment among our team. We implemented robust training programs and recognition initiatives to motivate and inspire our staff. To further strengthen our focus on quality, we achieved significant certifications such as Travel-life Certification and continuous improvement with ISO certificates focusing on food safety, health and safety, and sustainability (ISO 22000, 14001 & 45000).

Leadership During a Crucial Period

From May 2023 to September 2023, I had the honor of managing the property solely in the absence of our Area VP. This period was a testament to our team's resilience and dedication. We maintained operational excellence, focusing on sales, revenue, and overall guest satisfaction, ensuring that our high standards never faltered. During the low occupancy summer months, meticulous expense management and close monitoring of cash flow were critical in propelling the business toward a more fruitful winter season.

The Beauty and Heritage of Cinnamon Bentota Beach

Situated on a breathtaking stretch of the Bentota coastline, the property is steeped in history, with architecture by the renowned Geoffrey Bawa, who championed the concept of tropical modernism. The property is an art piece with carefully curated elements, offering an art walk experience that often leaves participants mesmerized. The seamless blend of natural beauty and architectural brilliance provided a stunning backdrop for our guests and a continuous source of inspiration for our team.

Gratitude and Reflection

None of these achievements would have been possible without the dynamic and supportive team at Cinnamon Bentota Beach. Their dedication, resilience, and passion, especially of the executive and leadership team, were the driving forces behind our success. As I transition to the next chapter of my journey with Cinnamon Hotels, I carry forward the invaluable lessons learned, and the cherished memories created.

In closing, I extend my heartfelt gratitude to everyone who has been part of this incredible journey. The experiences and people at Cinnamon Bentota Beach will always hold a special place in my heart. I eagerly look forward to the new challenges and opportunities that lie ahead, confident in our ability to continue delivering unparalleled luxury experiences and bringing the best of Sri Lanka to the world with style and elegance.

#Leadership #Hospitality #LuxuryTravel #Sustainability #Teamwork #Collaboration #CustomerExperience #CommunityEngagement #QualityFocus #Inspiration #CreatingMemories