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Capitalizing on the Sun, Sea, and Sand

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The Paradise Beach, Mount Lavinia

Part Sixteen PASSIONS OF A GLOBAL HOTELIER

Dr. Chandana (Chandi) Jayawardena DPhil
President – Chandi J. Associates Inc. Consulting, Canada
Founder & Administrator – Global Hospitality Forum
chandij@sympatico.ca

Beach Parties

During my seven years at beach resorts along Sri Lanka’s west coast—spanning Beruwala, Aluthgama, Bentota, Ambalangoda, and Matara—I discovered that informal events, like beach parties, can create a refreshingly relaxed atmosphere for both guests and staff. While hotels typically operate in a formal setting, occasional events with a casual ambiance can be incredibly popular and add a welcome variety. This realisation influenced my approach to event planning throughout my career as a hotelier. The process of conceptualizing, planning, organising, choreographing, and promoting events is one of the most exciting and enjoyable aspects of the hospitality business. Crafting the right ambience is essential.

Soon after I took over the management of Mount Lavinia Hotel (MLH) in 1990, as its General manager, my senior management team informed me of a monthly beach party scheduled during my second week at the hotel. I was thrilled but disappointed by how the management team operated at the party. The entire team wore full suits while supervising employees on the beach on an extremely hot and humid afternoon. At the end of the party, I told them, “Let’s not hold our morning meeting tomorrow in my office. Instead, please meet me at the Beach Bar at 9:00 am, appropriately dressed.”

The next morning, all of them arrived in their usual office attire and were surprised to see me in casual wear. After discussing the beach party, I instructed that, in future, all managers, including myself, were to dress in t-shirts and sarongs for beach parties. Additionally, we were to be barefoot and participate in fun competitions like beach tug-of-war, pillow fights, and games to make the monthly beach event more entertaining.

The employees were highly motivated, seeing managers lead by example and engage in these activities. Within a few months, we had doubled the popularity and profits of MLH beach parties.

Neighbouring Fishing Village

Unlike most west coast resorts, MLH maintained excellent relations with the neighbouring fishing village communities, particularly Wedikanda Village adjoining the south end of the MLH grounds. Wedikanda was a small, impoverished village of around 50 families living in semi-permanent houses between the railway track and the Indian Ocean. Depending on the severity of the waves and high tides during the monsoon season, many of these houses were frequently destroyed. MLH employees contributed 1% of their service charge to a fund used to rebuild the village after each natural disaster.

In addition, MLH ran classes for the village children at the local temple and undertook various community development projects. Enhancing the village upgrade project and initiating a beach clean-up project were among the 39 employee suggestions included in the 1991 business plan. As a result, I paid special attention to this and walked the beach to Wedikanda most evenings, where I spoke with the villagers and developed a connection with the village leader and the strongman, Reminges. My casual morning walks with him were pleasant, but evening conversations could be challenging, as at sundown he was often under the influence of illicit liquor.

One evening, during my walk, I noticed that Wedikanda lacked sufficient toilets. Since the MLH village fund had a surplus, I advised Reminges, “Tomorrow, I’ll send the hotel’s Director of Engineering and his team to plan the construction of public toilets within the village.” His reaction was unexpected. “Sir, that would be a total waste of your funds! We don’t need toilets. With that money, please build us two volleyball courts!” He was serious. “Our men and children don’t need toilets. We’re happy to use the God-given facilities—the beach and the waves!” Despite his dissatisfaction, we proceeded with the toilet building project.

At a beach party at Mount Lavinia Hotel in 1991

No Sex on the Beach!

I had one more disagreement with Reminges. After noticing that the average family in Wedikanda had around seven children, I proposed to the MLH staff welfare society that we organise a series of family planning sessions for the villagers. The team overwhelmingly supported my suggestion, and we collaborated with the Government Family Health Bureau and the Family Planning Association (FPA Sri Lanka) to roll out a detailed programme in Wedikanda.

During one of my evening beach walks, I noticed that Reminges was particularly angry and aggressive. He was a good man who cared deeply for the village community, who, in turn, hero-worshipped him. However, due to his lack of education and excessive alcohol consumption, he sometimes misunderstood our good intentions. In his drunkenness, he somewhat shouted at me, “Look here, sir! Let me explain something to you very clearly! We are poor people. We have no money, no TV, no electricity. We have only one activity for fun. Please don’t take it away from us!” he pleaded.

After clarifying the situation with him the next morning when he was sober, I realised he had misunderstood family planning as involuntary castration! After that episode, I tried to improve our mutual understanding through more detailed dialogue, when he was sober. Reminges continued to be an ardent supporter of MLH.

European Travel Agents

In the early 1990s, unlike today, Sri Lanka’s hotel industry largely depended on back-to-back tour group business from major European tour operators. These companies used chartered flights and sent their employees as resident managers, tour leaders, and tourist guides to spend the entire tourist season in Sri Lanka. Hoteliers provided them with complimentary board and lodging and treated them like royalty. Any complaints from them often resulted in lower prices during the next year’s room booking contract negotiations. At that time, MLH usually signed annual contracts with 17 different tour operators from Germany, France, Italy, Switzerland, The UK, Denmark, Sweden and Finland.

Towards the end of each winter tourist season (April), these tour operators would use the gradually decreasing demand for “already paid for” seats on chartered flights and board and lodging at hotels, for promotional efforts for the next season. They would arrange for travel agents selling tour packages in Europe to visit Sri Lanka on “Familiarisation (Fam) Trips”. Each Fam group spent a week in Sri Lanka, touring and testing seven hotel offerings. I observed that many Sri Lankan hotels did not give these Fam groups the VIP treatment they deserved, as their stay was complimentary.

Under Promise and Over Deliver

Typically, Fam groups of around 20 agents would arrive at a hotel and be met by a Sales Executive, who would entertain them and show them around the facilities. Often due to their busy schedules, senior managers did not allocate any time for Fam groups. Recognising the importance of this crucial distribution channel, we at MLH approached it differently and innovatively. We treated Fam groups—usually young women in junior sales roles at travel agencies across Europe—like royalty, and this strategy worked tremendously in our favour.

When an Fam group arrived at MLH, we would stop their tour coach at the entrance to the Hotel Road. The MLH Front Office Manager would meet and greet them on the coach and invite them to disembark and get on top of elephants, which we had arranged to transport them to the hotel entrance. We even hired a videographer to capture the entire process. As the thrilled travel agents entered the hotel, they were greeted by a troop of Kandyan dancers and drummers.

While the drumming continued, I would warmly welcome each agent and guide them to light the traditional oil lamp specially decorated with flowers and placed in the middle of the hotel lobby. One glance at these young women smiling in excitement, and we knew we had struck a winning PR tactic. I, along with two other MLH managers, would usually host them for lunch and a hotel tour. I would then announce a surprise dinner on the famous Paradise Beach, advising them to wear something casual for the informal evening.

Around 7:00 pm, we would meet in the hotel courtyard and lead the group to Paradise Beach via the historic wing of the hotel. From that point, the surprises would include a red carpet leading to the beach dinner table, unlimited champagne served in cut crystal glasses, appetizers served with silverware, and fine bone china. Live lobster would be delivered by boat returning from the ocean, arranged by Reminges, and cooked by our chefs by the long dinning table. The meal would culminate with flambéed desserts and a farewell message in fireworks in their respective languages from the reef.

The next morning, I would meet the group upon departure to individually present each of them with an orchid flower and a video titled, “My Memorable 24 Hours at the Famous Mount Lavinia Hotel, Sri Lanka (established in 1806)”.

In hospitality marketing and PR, it’s all about creating magic and producing everlasting memories.



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Features

The Division Bell Mystery

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Tales of Mystery and Suspense 3

The murder, in a private dining room in the house, is of a financier with whom the government was negotiating a loan. When this seemed difficult the Minister of Home Affairs agreed to lead discussions, since he had known Mr Oissel the financier when they were young. Hence the private dinner, but when the Minister stepped out for a vote, Oissel was shot just as the Division Bell rang.

The Brahms and Simon detective novels, the first of which I wrote about last week, were amongst several books by the pair that Robert Scoble gave me when I was in Australia towards the end of last year. Amongst them was another thriller of a very different sort, though that too was written and set between the wars.

Called The Division Bell Mystery, it was set in the House of Commons, the first such book I believe, and was by Ellen Wilkinson, a Labour MP who became Minister of Education in Attlee’s government after the war, having served previously as Parliamentary Private Secretary to several ministers. Her hero Robert West is also a PPS, but a conservative, and his Minister, of Home Affairs, is an old style aristocrat, not much loved by the less orthodox Prime Minister, who nevertheless needs his support on many occasions.

The murder, in a private dining room in the house, is of a financier with whom the government was negotiating a loan. When this seemed difficult the Minister of Home Affairs agreed to lead discussions, since he had known Mr Oissel the financier when they were young. Hence the private dinner, but when the Minister stepped out for a vote, Oissel was shot just as the Division Bell rang.

West was just outside the door when the shot was heard, and when he opened it saw only the dead body with a revolver beside it. The assumption that this was suicide was however challenged by Oissel’s grand-daughter Annette, who was his heir, on the grounds that he would never have killed himself. But her view was given greater credence by the Inspector put in charge of the case who said there were no burn marks on the body which would have been the case had Oissel fired the pistol himself.

Matters are complicated by the fact that Oissel’s flat had been burgled while he was at dinner, and Jenks the policeman allocated to him, who had served the Home Secretary and seemed more acceptable to Oissel than someone from the Security Service, had been killed. Matters get even more complicated when Annette says her grand-father’s notebook in which he wrote his secrets in cipher was missing.

That was found in Jenks’ pocket, and then a photographer came to West to say he had been asked by Jenks to photograph this. More worryingly for West, he finds in the Home Secretary’s drawer a few pages from the notebook with what appears to be an interpretation of the cipher.

Ellen

Overwhelmed by all this he confides in a recently created peer who knows all about the business world, who insists that they leave the house party at which they had met over dinner and discuss the matter with the Prime Minister who promptly summons the Home Secretary.

But the Home Secretary had gone to Scotland to launch a ship over the weekend, so the meeting could take place only on the morning of the Monday, when difficult questions were expected on the adjournment motion. He admits at the meeting that he had got Jenks to take the notebook, and also that he knew the code since it had been created by him and Oissel when they were young.

He thought he should resign, and even contemplated suicide, but the Prime Minister told him that that would be even worse for the government, and that he should go home to bed. The Prime Minister said that he himself would handle the question, which he did with aplomb, insisting that confidentiality was needed until the inquest. What had happened would be made clear then, he declared, leaving West and Inspector Blackit and Lord Dalbeattie what seemed the impossible task of solving the murder.

Dalbeattie had suggested that West ask a female Labour MP who was very fond of him to get what information she could from the staff. That there was some involvement there had become clear when West, going back late one night to collect a briefcase he had left in a dining room, found someone lurking in the dark in the corridor outside the private rooms. Room J, where the murder had happened, was meant to be guarded throughout by a policeman, but he had left the room having felt dizzy, and it seemed that his coffee had been drugged. West’s sudden appearance however had prevented anyone else getting into the room.

Dalbeattie decides to recreate the scene of the murder and has a dinner party in Room J on the Tuesday night, inviting West and Annette and the society hostess at whose house he had met, and also Patrick Kinnaird, an MP who was engaged to Annette, as well as the Permanent Secretary to the Home Ministry.

After coffee Inspector Blackit comes in with Grace, the Labour MP who had got the confidence of the staff, and a journalist who had also been helpful, and just as they say they think they are on the track the division bell rings. Grace jumps up and tells the Inspector that that provides the solution and they get a ladder, and sure enough find the revolver in the space where the bell is. Directed at the place where Oissel had sat, it had been primed to go off with the ringing of the bell. The waiter who had helped to set things up made clear who the murderer had been.

The reason for the murder and the confused motives of all those involved made for a fascinatingly intricate mix. But also impressive in the book were the descriptions of the isolation possible in the crowded premises of the house, the forceful characterization of the members – Grace based on the writer, the society hostess based on Nancy Astor, the first female MP – and the laid back nature of senior politicians which West realized had to change in the brave new world of high finance.

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The challenge of keeping value-based politics alive

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Anti-migrant protests in Durban, South Africa. BBC

The current outbreak of anti-immigrant protests in Durban, South Africa is bound to have taken many a subscriber to value-based politics or political idealism quite by surprise. After all, this is evidence that despite the historic accomplishments of nation-builders of the stature of the late President Nelson Mandela it cannot be taken for granted that identity politics, including racism in its worst forms, is no more in South Africa.

At the time of this writing details are scarce on the substantive root causes of the protests but it could very well be that economic grievances, particularly on the part of the majority community in South Africa, are contributing considerably to the disaffection. Shrinking employment and material prospects are likely to figure majorly among the factors igniting the unrest.

Fortunately, the local authorities in Durban are losing no time in calling for peaceful co-existence among the relevant communities and are pointing to the vital importance of stepping-up national integration processes. Apparently, immigrants in sizable numbers from neighbouring countries are present in Durban. However, international TV footage of the protests quoted some local authorities as saying that the majority of the immigrants in some centres that housed them were not illegal migrants and had the documents that entitle them to be in Durban.

In the Durban protests the world has fresh proof of the socially divisive consequences of the gathering globe-wide economic disaffection, touched off particularly by the continuing crisis in West Asia. Going ahead, the world would need to brace for increasing identity-based unrest of the kind it is just witnessing in South Africa.

Considering that the material lot of ordinary people everywhere could only aggravate progressively, with the US and Iran showing no signs of negotiating an end to their confrontation any time soon, it will be left to the more democratic and progressive sections of the world community to initiate positive measures collectively to bring a measure of relief to the discontented.

The swiftness with which such relief will be provided would depend crucially on the importance those sections taking up these undertakings attach to value-based politics as opposed to Realpolitik of power politics.

Going by these yardsticks, Italy could be considered to be moving in the right direction. Recently Italy came to the fore in initiating the collective named, ‘Rome Coalition for Food Security and Access to Fertilizer’, which has as one of its aims the swift provision of fertilizer to economically weak African countries.

In a recent statement Italian Minister of Foreign Affairs and International Cooperation, Antonio Tajani, said that a principal aim of the project was to ensure that the farmers of Africa gained easy access to fertilizer, considering that food security is a growing concern among some of Africa’s economically vulnerable countries.

The statement went on to mention that some 30 countries hailing from the Mediterranean region, the Middle East, the Balkans as well as the FAO had been invited to join the coalition. The venture is far-seeing in that food security is main among the reasons for social discontent which in turn could degenerate into endemic political turmoil and bloodshed. Separatist violence and geographical fragmentation of countries wouldn’t be too far behind these developments, as Africa itself has often proved.

It is hoped that more G7 countries would take the cue from Italy and do what they could to ease the hardships of economically distressed countries, particularly of the global South. In these efforts they would need to break rank with the US, which is today brutally indifferent to the consequences of its policy of making ‘America First’, come what may.

Going by current developments, the Trump administration seems to be blithely oblivious to the wider, deleterious effects of its policy course in West Asia. Besides rendering Iran militarily and otherwise impotent nothing else seems to matter to Washington, as regards West Asia. This is policy short-sightedness of an extreme kind. After all, right now West Asia could be said to be sitting on the proverbial powder keg.

On the other hand, Iran is not giving the world the impression that it is doing anything constructive to get out of the policy straitjacket that it wove for itself decades ago. Rather than enter into a policy of ‘live and let live’ in relation to Israel in particular and initiate a process of reconciliation with the latter, it has chosen to operate within policy parameters that continue to damn Israel. This has put Israel always on the ‘defensive’ so to speak and prevented the opening up of space for meaningful dialogue.

That said, Israel is obliged to explore the possibilities of entering into a negotiatory process with the Arab-Islamic world that could lead to a de-escalation of tensions and bloodshed. It cannot continue to look at its neighbours through lenses that distort them as archetypal enemies who should be ‘wiped off completely from the face of the earth.’

In other words, the need is urgent for Realpolitik to give way to value-based politicks. Italy is beginning to prove that the latter approach could be pursued with some success. May be the EU and the UK could throw their weight behind these initiatives as well and establish that international politics could be refashioned on the basis of humane, civilized norms. The UN would need to be fully supportive of these moves and prove an organizational nucleus of the operations that follow.

In fact the time is ripe for people of conscience to collectively stand up on the side of peace and say ‘No’ to war and violence. Organizations such as the ICRC, the WHO and Medicines Sans Frontiers have already taken up this call. Referring to the widespread destruction of health facilities and their dehumanizing results these organizations have said, among other things, that ‘This is not a failure of the law. It is a failure of political will.’

True, ‘failure of political will’ among those powers that matter accounts for the runaway, uncontrollable nature of war and destruction in contemporary times, but more fundamentally it is a failure of the human conscience. It could very well be that the phenomenal levels to which violence and war have been unleashed today have had the effect of deadening consciences. This is a matter for urgent study and wide discussion.

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Features

Vesak celebrations … with Cuteefly

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Perfect for celebrations, gifts, and meaningful occasions // Gift pack

I would describe Indunil Kaushalya Dissanayaka as innovative and creative, and she operates under the name of Cuteefly.

Indunil always comes up with something novel to celebrate special occasions, and she does it with candles … and that’s her profession.

She was in the spotlight when she created a happening scene, with candles, for Christmas, Sinhala and Tamil New Year, and Valentine’s Day.

As lanterns light up Sri Lanka for Vesak, the Colombo-based candle maker is quietly turning wax and wick into little pieces of the festival.

Candles reflecting Vesak themes

Her candles reflect Vesak themes – light, peace, remembrance, giving, etc., to enable you to fill your Vesak celebration with devotion and beauty.

Among her Vesak creations is a lotus-shaped soy candle, scented with sandalwood, lavender, etc., meant to burn during this Vesak Poya Day.

Indunil Kaushalya Dissanayaka: Customers
praise her for her creativity

These handcrafted Vesak candles are perfect for offering at the temple, she says.

What makes her creations so novel is that they come in different shapes, scents, themes, and all are handmade.

What’s more, her customers have heaped praise on her for her creativity.

According to Indunil, her creations are perfect as a thoughtful gift … to bring beauty, unity, and light into every moment.

Says Indunil: “Our beautifully handcrafted Unity candles are designed with premium detail and love, making them perfect for celebrations, gifts, and meaningful occasions.”

Cuteefly, says Indunil, is available online.

Readers could contact Indunil on 0778506066 for more details.

He Facebook Page is: Cuteefly.

Handmade with love

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