Navigating Challenges on the Path Towards Luxury: The Cinnamon Bentota Beach Experience
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, profound growth and remarkable achievements.
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 provides a stunning backdrop for our guests and a continuous source of inspiration for our team.
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.
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.
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 optimised 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.
Amidst the trials we faced due to the pandemic it was important to note that the human element is critical in hospitality. We faced significant challenges with an ageing and unionised 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.
Despite these challenges, our collective efforts yielded outstanding results; We secured the number one spot in amongst our competitors for customer sentiment, setting the benchmark within the greater Cinnamon Hotels & Resorts family, including properties in the Maldives. We were honoured with prestigious awards, including the Tripadvisor Traveller’s Choice, Holiday Check, and Booking.com recognitions, affirming our commitment to excellence. We launched several new initatives, including a state-of-the-art spa, a greenhouse, and a unique water bottling plant to mitigate single-use plastic. These initiatives not only enhanced the experience we offered they also underscored our commitment to sustainability. Our team was also able to successfully execute buyout destination weddings creating significant hype for the brand and the country, showcasing our capability to create unforgettable events.
Beyond the accolades and business successes this journey has reaffirmed that our commitment to the community is unwavering. We initiated several CSR activities, including scenic developments with the local temple and a school meal programme to ensure children received nutritious meals. We organised awareness and exposure visits for kids, along with art tours, fostering cultural and educational growth. These efforts aimed to uplift the community and helped us to build a stronger bond with our neighbours.
From May 2023 to September 2023, I had the honour 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.
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.
