Steering ITC to new heights

The dynamic new face of ITC Ratnadipa Colombo brings global vision with local warmth.With over two decades in the world of luxury hospitality, Keenan McKenzie stands at the helm of ITC Ratnadipa Colombo as its General Manager and Area Manager – Sri Lanka bringing a rare blend of operational precision, creative leadership and deep respect for authentic experiences. His appointment to oversee Sri Lanka is a testament to ITC Hotels’ confidence in his ability to translate the brand’s global standard into a distinctly Sri Lankan experience.

As Colombo continues to redefine its luxury landscape, Keenan McKenzie stands at the forefront of a new era-one where hospitality becomes an art of genuine connection, and every guest encounter tells a story of care, creativity and timeless elegance.

Warm, spirited, meticulous and forward thinking, McKenzie brings not just experience but an attitude -one that blends international hospitality excellence with a deep respect for local culture and community. His arrival signals a renewed focus on creating experiences that are both globally inspired and distinctly Sri Lankan.

Interview of Keenan McKenzie – Area Manager, Sri Lanka and General Manager, ITC Ratnadipa What drew you to take up the position at ITC Ratnadipa Colombo, and what excites you most about this new chapter?

Colombo is a city full of energy, culture, and potential, and ITC Ratnadipa stands as a symbol of luxury that has embraced Sri Lanka’s warmth and heritage — from its architecture inspired by local heritage to its connection with the vibrant city of Colombo. For me, this is more than a property; it’s a statement of how hospitality can celebrate culture, sustainability, and community all at once.

A commitment to excellence- GM steering the ITC towards new milestone

What excites me most about this new chapter is the opportunity to shape the hotel’s journey as a benchmark of responsible luxury in this market — creating experiences that are not only elegant but also purposeful, rooted in local culture, and globally relevant.

How would you describe your vision for ITC Ratnadipa in the context of Sri Lanka’s evolving hospitality landscape?

Sri Lanka’s hospitality is evolving into a more conscious, experience-led space. My vision is for ITC Ratnadipa to become the standard-bearer for Responsible Luxury — where every guest experience connects with the island’s art, heritage, and people. I see the hotel as a place where modern travellers can discover a deeper sense of place — rooted in culture, inspired by design, and elevated through sustainable excellence.

As the new GM, what are your first priorities for the property and your team?

My first priority is people — both our guests and our team. Great hospitality begins with a strong internal culture, where our associates feel inspired, empowered, and proud of what they represent. From there, I want to focus on curating experiences that reflect Colombo’s energy — through food, art, and community engagement. We’re not just operating a hotel; we’re crafting a story that connects us to the city.

ITC Hotels are renowned for their philosophy of responsible luxury. How do you plan to interpret that here in Colombo?

What Responsible Luxury means for ITC Hotels is that we never compromise on our guests’ experience — we allow them to indulge freely, knowing that every resource they enjoy has been thoughtfully sourced and responsibly managed. Our processes are designed to protect and preserve, ensuring that while we provide abundance to our guests, we do so in a way that sustains the planet. At ITC Ratnadipa, this philosophy will be woven into everything we do — from the materials we use to the cuisine we serve — so that every moment of luxury is one of mindful enjoyment.

Here at ITC Ratnadipa Colombo, I interpret this philosophy as a commitment to honouring Sri Lanka’s natural beauty and cultural richness through everything we do — from the way we build and operate, to the ingredients we source and the art we showcase. It’s about delivering exceptional hospitality that delights our guests while caring for the community and the environment that make this island so special.

ITC Hotels has been a pioneer in green building and sustainable operations. How will ITC Ratnadipa reflect these values?

ITC Ratnadipa has been designed as a LEED Platinum-certified hotel, setting benchmarks in sustainable architecture and operations. But sustainability here isn’t just about engineering — it’s about ethos. We’re building relationships with local suppliers, reducing our environmental footprint, and celebrating Sri Lanka’s biodiversity through what we serve and showcase. It’s a commitment to leave a lighter footprint and a richer legacy.

Colombo’s dining scene is vibrant. How do you plan to make ITC Ratnadipa stand out?

Colombo’s culinary scene is incredibly exciting, and we want ITC Ratnadipa to be at its heart. Our approach is to celebrate authenticity — to create dining experiences that are rooted in Sri Lankan produce and flavours, yet presented with global sophistication. We want our restaurants to be not just dining venues, but cultural spaces where food, art, and storytelling come together.

With tourism in Sri Lanka seeing renewed growth, how do you see ITC Ratnadipa fitting into that revival?

ITC Ratnadipa represents a new chapter in Colombo’s hospitality story. As Sri Lanka reclaims its place as one of the world’s most sought-after destinations, we aim to be the gateway to that experience — where travelers encounter Sri Lankan warmth through world-class service, design, and gastronomy. We want to be both a sanctuary for international travellers and a gathering place for Colombo’s own community.

How do you plan to position ITC Ratnadipa among regional competitors in the luxury hospitality space?

In a region filled with exceptional hotels, what will distinguish ITC Ratnadipa is authenticity. While others may focus on opulence, we’re focused on meaning — crafting experiences that resonate emotionally. Our strength lies in the synthesis of responsible luxury, cultural depth, and heartfelt Sri Lankan hospitality. That combination is unique and powerful.

What core values do you believe drive excellence in hospitality?

For me, the heart of hospitality is sincerity. Excellence is achieved when every action comes from a place of genuine care — for guests, colleagues, and community. Beyond that, curiosity, consistency, and creativity are essential. They allow us to evolve while staying true to our purpose.

What have you learned about Sri Lankan hospitality since your arrival?

I’ve learned that Sri Lankan hospitality is not something people perform — it’s something they live. There’s an effortless warmth, a generosity of spirit that makes you feel at home instantly. It’s deeply human, and that’s what I want ITC Ratnadipa to embody — hospitality that feels personal, natural, and timeless.

What do you hope every guest remembers most about their stay at ITC Ratnadipa?

I hope they remember how it made them feel. Beyond the design and the cuisine, I want guests to remember the people — the smiles, the gestures, the stories that made their experience uniquely Sri Lankan. If a guest leaves feeling emotionally connected to the place and its people, then we’ve succeeded.

If you describe ITC Ratnadipa in three words, what would they be and why?

Authentic. Responsible. Inspiring.

Authentic, because everything we do is rooted in Sri Lankan culture and artistry.

Responsible, because our luxury is always mindful — of the environment and of our community.

Inspiring, because ITC Ratnadipa is not just a place to stay, but a place that invites you to see, feel, and experience Sri Lanka in a new light.