Hotels (Commonwealth Union)_ In the competitive tourism industry, a robust people strategy is vital for success. Cinnamon Hotels & Resorts, Sri Lanka’s leading hospitality chain, exemplifies this with its innovative recruitment, retention, and employee development approach.
Cinnamon’s people strategy emphasizes continuous improvement, innovation, and employee satisfaction. The company leverages cross-functional projects to foster creativity and offers extensive training programs to enhance skills. Ishara Naufal, the Senior Vice President of Human Resources, has been instrumental in this transformation. With over 24 years of experience in HR management, Ishara’s visionary strategies and people-centric approaches have significantly contributed to the brand’s success. Her professional accolades, including the HR Leadership Award at the Global HR Excellence Awards, underscore her commitment to excellence.
In an in-depth conversation, Ishara highlighted the importance of employee experience at Cinnamon Hotels & Resorts. The company invests in top-notch facilities, including updated meal rooms, staff restaurants, and accommodation, ensuring a comfortable and engaging work environment. This focus on employee well-being is essential for retaining talent, especially in the competitive international hospitality sector.
Cinnamon’s strategy includes innovative digital tools like the Application Tracking System (ATS), which streamlined recruitment, attracting 18,000 candidates for 1,600 positions at Cinnamon Life at City of Dreams Sri Lanka. The ATS will soon be expanded across the portfolio to further enhance hiring processes. The company also identifies high-potential talent through targeted development plans, offering growth opportunities in Sri Lanka and the Maldives. International trainers and expert-led programs ensure that job designations and descriptions meet global benchmarks, aligning with international standards.
The Hall of Greatness program celebrates top performers, reflecting Cinnamon’s commitment to excellence. Regular salary reviews and well-defined bands ensure competitive compensation, fostering a motivated workforce.
Cinnamon Hotels & Resorts embodies its values in day-to-day operations, focusing on ethical and responsible business practices. Employee well-being is a priority, with initiatives like colleague assistance programs and tailored Anagram programs to enhance self-awareness, emotional intelligence, and social skills. The company promotes agility by swiftly adapting to guest feedback and changing circumstances, and it fosters compassion through community engagement and CSR initiatives.
Trust is built through transparent communication, integrity, and accountability. An open-door policy, zero tolerance for sexual harassment, and a whistleblowing policy reinforce this commitment. Continuous learning and curiosity are encouraged through digital learning interventions like the Cinnamon Online Academy and town hall meetings. Inclusivity is celebrated through partnerships with educational institutions and programs for marginalized communities.
Cinnamon Hotels & Resorts operates with excellence, continuously improving operations to deliver world-class service. The upcoming Cinnamon Hospitality Academy, launching in 2024, will bridge the talent gap in Sri Lanka’s hospitality industry, partnering with top-tier educational institutes to create a sustainable talent pipeline.
As part of John Keells Group, Cinnamon Hotels & Resorts aligns with the Group’s progressive approach to valuing diversity. The company aims for gender parity, targeting 22% female participation by 2025-28. Comprehensive training programs, paid parental leave, and sensitivity training for leaders help break gender biases and support a diverse, inclusive workforce.
Cinnamon Hotels & Resorts demonstrates that a well-executed people strategy not only enhances employee satisfaction but also drives operational excellence and innovation, securing its position as a leader in the tourism industry.
