TAJ SAMUDRA
A brand built on a culture of service
Q: In the context of our city hotels, how is the hospitality sector faring at this time? A: I am pleased to share that Colombo city hotels are experiencing positive month-onmonth growth. Taj Samudra, like other Colombo city hotels, predominantly thrives on corporate and MICE (meetings, incentives, conferences and exhibitions) business.
Recently, we have noticed a growing number of leisure travellers spending one or two nights in Colombo, which is an encouraging trend.
Meanwhile, international sporting events such as the recent Asia Cup add to the buoyancy. Tourism authorities are already focussed on enhancing Colombo’s nightlife, which will further boost prospects for city hotels.
The entry of new hospitality players and growing room supply in the market will further enhance the overall infrastructure and create new business opportunities.
Q: What are the most striking trends being set by your company? And how is the Taj brand evolving in Sri Lanka?
A: Indian Hotels’ (IHCL) iconic brand Taj has been rated India’s strongest brand across sectors and industries, according to Brand Finance’s coveted India 100 2023 report, making it the third time the brand has achieved this distinction.
This comes on the back of Taj also being the first Indian brand to be rated the world’s strongest hotel brand in 2021 and 2022 by Brand Finance.
In a pioneering move, IHCL set foot in Sri Lanka in 1984 with Taj Samudra, Colombo. Steadfast in its commitment to the region, it added two more hotels – Taj Bentota Resort & Spa and Vivanta Colombo, Airport Garden.
IHCL has always invested in Sri Lanka, and will remain committed to extending its brand in the country to create a stronger and broader network.
All our IHCL hotels boast the best locations, strong products, exemplary service and an established credibility built with trust over four decades.
Q: How does your hotel define ‘service quality’ – and how do you ensure it is delivered consistently?
A: Our service ethos is summed up in one word – ‘Tajness.’
It is a living concept that aims to provide an unforgettable experience to our guests, inspired by the nobility of age-old heritage and traditions. At any of our properties, our service design reassures every guest of the sincere care and warmth that they can feel with their eyes closed.
Tajness is also reflected through our training, and the development and welfare of the associates who are extremely important to us. To offer an example, every new employee goes through a special welcome process called ‘Taj
Swagat’ where they are greeted by the senior management like guests on their first day. This resonates with the culture of service that extends to everyone.
Q: The brain drain has led to a loss of talent in the hospitality sector. How is your establishment addressing this challenge?
A: Attrition happens across all businesses and hospitality is no exception. However, the unique work culture at IHCL has helped us retain key personnel, maintaining a manageable attrition rate across our hotels in Sri Lanka.
Our robust learning and development platform enables associates to grow within the company, and we always prefer to hire internal candidates based on competencies.
The core values – trust, awareness and joy – make our hotels enjoyable and engaging places to work.
Tourism authorities are already focussed on enhancing Colombo’s nightlife, which will further boost prospects for city hotels