Trail blazing leadership

by Zanita Careem

In the ever evoving landscape of hospitality,there exists an exciting realm of possibilities for women to leave an indelible mark,extending from the heartfelt greetings offered at the hotel’s thresthold to the pinnacle of leadership and pivotal decision making forums.

Gitanjali Chakravarthy is the first Sri Lankan woman to become a General Manager for a global hospitality brand. As a woman hotelier, her journey has been a tapestry of diverse experiences, challenges and triumphs. Undoubtedly, the hospitality industry is demanding, characterized by its ever changing nature yet, it is precisely this dynamism that fuels her passion.

On this international Women’s Day week let’s celebrate, the resilience, tenacity and ingenuity of women in the hospitality and beyond. Together let’s continue paving the way for future generations empowering women to thrive in every facet of the industry. For in unity there lies our greatest strength, and in diversity, our boundless potential.

In a candid chat, Gitanjali Chakravathy tells what drives her passion for hospitality, the challenges of being a hotel GM, and her vision for the brand.

What triggered your interest in the hospitality industry?

Growing up, my fascination with the hospitality industry was deeply rooted in my childhood experiences. My father was the key influence, as he served as a General Manager for several hotels back then. Our family holidays were often spent in their welcoming embrace.

It was during these trips that I discovered the enchanting world of hospitality — where good food, comfort, and beautiful surroundings intertwined.

I was inspired by my father’s passion for delivering seamless guest experiences and his commitment to ensuring every guest felt not only welcomed but cherished. It made me see that the hotel industry is more than just a job — it is a dedication to creating memorable and meaningful experiences for your guests.

Having spent most of my childhood adventures in hotels, coupled with my father’s influence, it ignited in me a genuine love for an industry that revolves around making people feel at home, even when they are miles away. I knew I wanted to play a role in turning moments into memories and providing a haven for those seeking a home away from home.

Some key highlights of your career, awards accolades etc.

Throughout my career, I have always strived not just personal excellence, but to embody the hospitality industry’s ethos of leadership and service excellence. I apply that same principle to the teams I lead to foster a culture where we have been able to deliver high-performing results in a positive and highly-motivated environment.

Throughout my career, I have had the privilege of receiving several accolades that have also marked key milestones in my professional journey. Some of these include:

Pioneering Woman Leader:

Awarded at the 7th Edition of the World Women Leadership Congress in 2020, at the Taj Lands End in Mumbai.

Leadership Excellence in the Hospitality Industry, Gold Category:

Awarded at the 9th Edition Top 50 Professional Career Woman Awards in 2019, at Shangri-La in Colombo.

Sri Lanka World Woman Leadership Award:

Recognized at the 6th Edition of the World Women Leadership Congress in 2019, at the Taj Samudra in Colombo.

To me, these accolades not only represent personal achievements but also reflect the collective efforts of the teams that I had the privilege of leading.

What are your challenges of being a woman in a male dominated segment?

Gitanjali Chakravarthy

While I have been fortunate to work in environments where I have been able to thrive regardless of my gender, I recognize the need for ongoing efforts to support gender equality and equity.

I firmly believe that inclusivity and diversity is a strength that fosters innovation and contributes to a richer organizational culture. Overcoming stereotypes and unconscious biases has been a part of my journey, and I am dedicated to creating pathways for more women to excel in leadership roles within the hospitality industry.

In my experience, the key to breaking down gender barriers lies in emphasizing meritocracy and knowing that talent knows no gender. At Hilton, we have continually fostered an inclusive environment so women as well as men are able to thrive and grow into leadership roles. This includes investing in a range of leadership and training programmes that enable and empower women in their career planning and to be the best version of themselves. Earlier this year, we launched the South East Asia iteration of Hilton’s Women in Leadership programme, where junior female professionals have direct access to senior leader mentors and a guided training pathway to help them build their career paths.

Your comments – low participation of women in the hospitality sector.

Within Sri Lankan hospitality sector men are found to outnumber women in occupational category? Your opinion?

I strongly believe that everyone, regardless of their gender or background, deserves equal opportunity. As a business of people serving people, we recognize that our Team Members are at the heart of everything we do. We are strongly invested in creating a culture of inclusion, wellness, growth and purpose, so that every Team Member — no matter their gender — can have a successful career in the hospitality industry. To this end, Hilton has in place several initiatives. For example, Thrive@Hilton is Hilton’s employer value proposition that cultivates meaningful opportunities and a workplace culture where all team members can thrive regardless of background, role and location.

Careers@Hilton, for instance, provides guidance and highlights opportunities for young people in the hospitality industry through annual awareness campaigns. There are also region-specific initiatives, such as the Hilton South East Asia Management Trainee program, which aims to produce the next generation of hospitality leaders. A total of 46 trainees across 7 countries, including Sri Lanka, are participating in this year’s program. Another resource is Lead@Hilton, an industry-leading learning platform that offers a suite of learning resources on management and leadership, including a Leadership Unscripted video series where senior leaders share career advice and virtual development programs created in partnership with Harvard.

We believe that providing the best professional development support we can is key to cultivating an inclusive workplace culture that enables women and men from all backgrounds to thrive at work and contribute to a stronger hospitality industry.

Your inspirational journey is an example to many others?

My career journey has been fulfilling and transformative, something I’m honored to share as inspiration. As a trainee, my dedication to the hospitality industry motivated me to pursue a professional qualification. Throughout my career, I had the opportunity to grow in various capacities, gradually progressing from junior management roles to senior management positions.

Having worked for globally renowned brands and gaining invaluable experience in over ten countries, my journey has been characterized by continuous learning and growth. It was also a tremendous privilege to have been able to contribute to the development of aspiring hoteliers during my tenure as a senior lecturer at the Ceylon Hotel School, now known as the Sri Lanka Institute of Tourism and Hotel Management.

Becoming the first Sri Lankan female General Manager for Hilton in the country is a significant achievement. I see this not only as a key milestone in my career, but also an encouraging sign of the evolving inclusivity and diversity in the hospitality industry.

Reflecting on my journey, I am thankful for the many opportunities that have allowed me to break barriers and open doors for others. I genuinely hope my experiences inspire other women who are looking to join the vibrant realm of hospitality.

. Being in the dynamic world of travel and reaching the top position of honour and responsibility how difficult or challenging has been for you? Being a woman has ever added to the difficulties?

Throughout my career, I have always approached challenges with resilience and optimism. I see setbacks as opportunities to learn and grow, and a chance to reshape and deepen my perspective. Maintaining optimism during tough times has helped make me stronger and to face any situation with confidence.

Are you implementing any strategies to drive occupancy and revenue?

The key drivers in our strategy to drive growth at Hilton Yala Resort include the resort’s unique location and distinct design that showcases Yala’s natural wonders, as well as the breadth of immersive experiences and our exceptional hospitality.

At Hilton Yala Resort, we aim to create immersive and memorable experiences for guests looking to fully connect with nature. Situated just outside Sri Lanka’s Yala National Park and surrounded by lush greenery, the resort provides an elevated escape for guests seeking adventure and relaxation Guests can also choose to go on a full-day safari excursion with a bush dining experience where they can enjoy customized menus that showcase the freshest and highest quality ingredients, as well as a range of activities such as accompanied nature walks, lake fishing, and visits to archaeological sites such as Sithulpawwa Rajamaha Viharaya within Yala National Park, to soak in the rich biodiversity and history that the region has to offer.

How is the demand for sustainability affecting your work?

Travellers today seek sustainable experiences, and this is shaping how we work. Our team is committed to making sustainability a part of everything we offer. We aim to match the values of environmentally conscious travellers, making sure our operations and experiences are memorable and enriching for guests while also contributing positively to the local community and the broader goal of sustainability.

Hilton Yala Resort has been meticulously designed to ensure the utmost care for the surrounding environment, ecosystem, and local communities. We collaborate with local partners to advance efforts to preserve and protect local habitats and biodiversity as part of our destination stewardship efforts. With the support of microgrant funding provided by the Hilton Global Foundation, we have initiated an on-site animal research program in collaboration with the Wildlife and Nature Protection Society (WNPS) Small Cat Advisory, Leopard Diary and the Wilderness and Wildlife Conservation Trust (WWCT) to monitor wildlife in and near the resort to better inform local conservation efforts.

How do you foresee the future of travel sector in Sri Lanka?

The future of Sri Lanka’s travel sector is promising, driven by a strong recovery of the tourism sector in South East Asia. As tourism continues to pick up, we are prepared to meet the evolving preferences of our guests in this new era of travel.

Travellers also show an eagerness to explore lesser-known destinations, where they can slow down and enjoy authentic, once-in-a-lifetime experiences without having to jostle with the crowds. To that end, Yala’s natural wonders and abundant bio diversity make it an ideal destination for travellers seeking off-the-beaten-path experiences, to fully connect with nature, or a unique and authentic holiday. As one of the most beautiful destinations in Sri Lanka known for its natural beauty and rich biodiversity, Yala has been growing in popularity among travellers . Sri Lanka’s tourism appeal has not been missed, with the country ranked among “Top Countries in the World: Readers’ Choice Awards 2022” by Condé Nast Traveller. This makes us confident of Yala and Sri Lanka’s growth and appeal as a sought-after travel destination for travelers all over the world.

Would you say that confidence has returned to the tourist sector?

Absolutely, I would say that confidence has returned to the tourism sector. This positive shift is underscored by the increase in travel frequency around the world and a growing optimism within the industry.

What does Yala Hilton’s future entail?

Hilton Yala Resort is Hilton’s first safari hotel in the region, as we expand our presence in one of the most sought-after destinations in the country. The resort is poised to be a key destination hotel in Sri Lanka, providing guests with a unique and up-close experience with Yala’s wildlife and natural landscapes.

We are continuously seeking new ways to meet the evolving needs of travelers, and we look forward to bringing more immersive, unique and memorable experiences.

What about your expectation when it comes to service and value?

At Hilton, our service not only meets but we are always striving to exceed industry standards. We aim to offer experiences that are unparalleled in quality, to create lasting impressions and deliver exceptional value, all of which are hallmarks of the Hilton brand, to all our guests.

What is your approach to identifying, nurturing and motivating talent?

At Hilton, we are constantly taking innovative approaches to hiring and recruiting, partnering with our hotels to support their needs through virtual hiring events and shortened application processes to identify the right individuals. From earned wage access to new ways of scheduling, we are looking at how to increase flexibility across the full team member experience.

Hilton offers Hilton university programs and campus recruitment to enable individuals to explore the possibilities and rewards of a career in hospitality. We also have undergraduate and graduate opportunities offered in each region around the globe.

How do you achieve consistency when it comes to service?

I believe that consistent service is achieved through strategic hiring, continuous training and fostering a positive and enabling workplace culture. Hilton’s focus on these areas ensures that we maintain our high standards of service that our guests have come to expect. Our team members also undergo regular training programmes to ensure they are equipped and empowered with the skill sets and resources needed to deliver consistently excellent service to our guests.

Which are the activities and experience guests can enjoy?

At Hilton Yala, guests can indulge in a diverse array of activities that enable them to immerse in the abundant biodiversity that Yala has to offer. Guests can enjoy the most intimate and enriching encounters with the region’s rich flora and fauna through activities such as environmentally responsible safari tours with locally trained rangers dedicated to helping guests experience the best of Yala National Park and bring about a stronger sense of awareness and appreciation of the wildlife and ecosystem through impactful educational sessions.

Guests can also choose to go on a full-day safari excursion with a bush dining experience where they can enjoy customized menus that showcase the freshest and highest quality ingredients. They can also extend their safari tour with a drive from Kirinda to Kumana to explore shipwrecks and a massive 40km reef brimming with marine life.

Beyond wildlife safaris, guests can enjoy accompanied nature and bush walks, lake fishing, photography safaris, and cultural excursions to archaeological sites such as Sithulpawwa Rajamaha Viharaya within Yala National Park and Kirinda Nimalawa Aranya, located in Nimalawa Sanctuary, which promise an educational and enriching experience for the whole family. Parents can also enroll their child in the Junior Ranger program.

Hilton Yala Resort offers endless adventures to choose from. In addition to the exciting safari tours and bush walks, guests seeking immersive moments in nature can discover the magic of the night sky through the Stargazing Adventure, enjoying enchanting views spanning both the Northern and Southern Hemispheres near the equator.

Guests can go from sky to sea with a dive and snorkeling excursion in the Great Basses reef, exploring the abundant marine life, stunning coral formations, shipwrecks, majestic sea turtles and gray sharks in the depths of Sri Lanka’s coastal waters.

Hilton Yala also features exceptional gastronomic experiences. From the flavors of contemporary Asia at Dhira to Sandali, a premier dining destination known for its Western cuisine, guests can also indulge in delicious cocktails at Vanya. For a truly memorable meal, guests can venture into the wild to experience Lanthaaruma, the resort’s bespoke dining experience set between Yala’s lush jungle and the lapping waves of the Indian Ocean, where a fully customized menu of the freshest and highest quality ingredients is accompanied by sommelier-selected wines.

Those looking to relax can enjoy the outdoor pool at the heart of the resort, which blends seamlessly with its breathtaking surroundings. Ground floor rooms also feature private pools, which span from eight to 16 square meters, while those on the level above offer private hot tubs, providing a serene space for guests to unwind. We also have a state-of-the-art spa providing relaxing treatments in a beautifully designed space. As a resort, we are also flexible and can tailor many other activities based on the preferences of our guests, ensuring a personalized and enriching stay.