Shangri-La shares success story of turning local talent world-class

• Shangri-La Hambantota boasts 60% headcount from Southern Province 
• Says next step of training is on individual customised service 
• Poised and committed to be a part of future growth of SL

Proactive preparation, strong company culture and values coupled with great attitudes of its staff were resonated as the key dynamics of Shangri-La Group’s first hotel in Sri Lanka to deliver a world-class experience to its customers.  

Speaking at the Sri Lanka Human Capital Summit session on the “Tourism Pillar” Shangri-La Group Vice President – Human Resources Debbie Cross shared their secret on starting with 60% human capital sourced fresh from the local communities in the Southern Province and converting them over a period of three years to deliver a world-class service.

“Three years ago we came and recruited 150 colleagues from the local community. We have very strong company cultural values and we like people with great attitude and values that align well with the company’s culture because then we can train them for skills easily,” she explained.

Having been operating in many remote locations in Asia she said Shangri-La was familiar opening up in Hambantota. “We lived with the community, the vicinity, the potential local talent and we knew that in terms of the size of the operation we have to plan ahead for the opening.”

"We lived with the community, the vicinity, the potential local talent and we knew that in terms of the size of the operation we have to plan ahead for the opening We see this as just the beginning of their journey and a number of them will be transferred to the opening of the hotel in Colombo next year"

Cross further explaining on how they trained the local talent said: “Initially we gave them the English language skills to build their confidence, and then from our academy we invited some of the lectures to Sri Lanka to give training on hospitality. After the academic training they were sent to South East Asia and the Middle East to give an instant exposure to the industry as well as for international exposure.”

The colleagues that were sent on the overseas training are now coaching new colleagues at the property and have been promoted to supervisory levels. The hotel had been successful in attracting some of the employees that were working for global hotel chains in the Middle East. During the last three weeks before the opening in Hambantota, staff was provided a simulation training where colleagues actually stayed in the hotel to get an experience as a guest.  

As the Shangri-La Hambantota staff is now equipped with the essentials in place the next step was to get them trained to provide an individual customised service to its guests as well as to help them climb their career ladder. 

“We see this as just the beginning of their journey and a number of them will be transferred to the opening of the hotel in Colombo next year,” she added.  

Cross and assured that Shangri-La was poised for growth committed to be a part of the future growth of Sri Lanka. Shangri-La opened its first hotel in Sri Lanka in June in Hambantota and is opening a hotel in Colombo next year.