Quality of service dropping, despite soaring tourist arrivals
Tourism officials at the media briefing. Pic by M.A. Pushpa Kumara
Though Sri Lanka is witnessing a record number of tourist arrivals since the beginning of 2024, the country was not prepared to face the soaring number of tourists. Sri Lanka is facing a shortage of well trained and groomed staff at hotels to accommodate the tourists. A tourist who would spend US$ 100 on average a day this year (US$ 80 last year) will expect a high level of service, a high ranking official attached to the Sri Lanka Tourism Development Authority (SLTDA) told the Business Times.
Following a media briefing that was held on Wednesday at the Sri Lanka Institute of Hotel Management, where promotional efforts by Sri Lanka Tourism were disclosed with the media, the Business Times reached out to the SLTDA official on Friday.
The SLTDA official elaborated, “Sri Lanka was not geared to face such a big turnout of tourists this year. Well trained and groomed staff at hotels has already left the country for better opportunities overseas with the economic downturn while the staff at the hotels is now not capable enough to handle big numbers. Services at hotels have to be levelled up to cater to the current demand and for the money that tourists spend.”
“Let alone on Friday, February 16 Sri Lanka surpassed the total number of tourists that arrived in the country during the whole of February 2023. The numbers keep going up, but it’s the tourism sector and the people of Sri Lanka that needs to welcome and accommodate the tourists,” he added.
He also mentioned that service charge has increased from Rs. 25,000 last year to Rs. 60,000 this year. “So therefore hoteliers must focus on retaining the staff to provide a good service to all the guests that arrive in the country,” he noted.
During the media briefing, Sri Lanka Tourism Promotion Bureau (SLTPB), Chairman, Chalaka Gajabahu mentioned that 2024 is going to be a very interesting year for the tourism sector with over 50 promotional events are endorsed to be held this year not only in Colombo but island-wide. “It’s a good start for the year 2024 and the tourism sector needs to gear up and work towards bringing foreign exchange into the country.” The first national app will be launched to help tourists explore many places in the country, he added.
It was also mentioned that 30 wellness influencers will be brought to Sri Lanka to promote wellness tourism globally while the island nation will be promoted for sports tourism, marine tourism and as a wedding destination. A unique event is also planned afoot to be held in Sigiriya this year while Sri Lanka will host the Chinese marathon with 3000 athletes from China from 1 to 3 May 2024.
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