The hospitality industry plays a crucial role in shaping a country’s image, and in Sri Lanka, four-star and five-star hotels are expected to uphold the highest standards of service. However, a pressing issue affecting the quality of service in many of these establishments is the outdated colonial mentality exhibited by some employees, particularly those who have relocated from rural areas to work in the city.
The Influence of Outdated Perceptions
Many hotel employees operate under the assumption that to be considered sophisticated, one must embrace Western ideals—such as speaking English fluently or wearing formal Western attire. This misconception leads to a skewed perception of service quality, where employees prioritize impressing others with their English skills rather than focusing on genuine hospitality. As a result, guests often receive subpar service from staff who are more concerned with appearances than with delivering a seamless and welcoming experience.
The negative impact of this mentality extends beyond individual interactions; it ultimately tarnishes the reputation of the hotel itself. When employees fail to provide equal and respectful service to all guests—regardless of nationality or language proficiency—the establishment suffers from poor customer satisfaction and, in turn, diminished business success.
The Role of Language in Hospitality
While proficiency in an international language such as English is undoubtedly a valuable skill in the hospitality industry, it should not be used as a tool for social stratification. Employees should be trained to communicate effectively and appropriately with guests, without assuming superiority based on language skills.
When serving international guests, it is natural for English to be the default mode of communication. However, some employees tend to overcompensate when interacting with local guests, adopting an exaggerated Westernized demeanor. This behavior is counterproductive and often alienates local clientele, who are just as entitled to high-quality service as foreign tourists. Interestingly, in contrast to this trend, many Muslim-owned businesses in Sri Lanka demonstrate a more inclusive approach, engaging with local customers in their native language without hesitation.
The Importance of Treating All Guests Equally
The primary responsibility of hotel employees is to provide exceptional service to every guest, irrespective of their status, nationality, or language proficiency. Guests pay for a premium experience, and it is unacceptable for service quality to vary based on superficial biases. Employees must be reminded that during challenging periods—such as the COVID-19 pandemic—many luxury hotels in Sri Lanka survived only because of local patronage. In those difficult times, discounts and promotions were introduced to attract domestic tourists, yet many establishments still treated local guests with less consideration than their foreign counterparts. This double standard is both unfair and unsustainable for long-term success.
A Call for Change
Sri Lanka’s hospitality sector must take proactive measures to address these deep-seated issues. Hotel management should implement comprehensive training programs to educate employees on cultural sensitivity, professional ethics, and the importance of equal treatment for all guests. Additionally, fostering a sense of national pride and respect for the local customer base will help eliminate the colonial-era biases that persist within the industry.
Ultimately, every rupee spent in Sri Lanka holds the same value, whether it comes from a local guest or an international visitor. For the country’s luxury hotels to maintain their prestigious status, they must evolve beyond outdated mindsets and focus on delivering genuine, high-quality service that respects and accommodates all guests equally.
