Escapades in Sri Lanka

Every establishment needs good employees. All individuals require a committed confidante. Every household needs a watch-person and every family needs a guardian. They could be your parents, grandparents, a relative or just any other person that one might be comfortable to be taken care by…. In short, a Caretaker. In a different context and in relation to the industry of hospitality, he or she is akin to a custodian for a specified period. This custodian, in this narration, transforms into all the above as a caretaker at this place that one might be inclined to call, a peaceful holiday bungalow in the hills of Sri Lanka. His name is Janaka. Janaka, a prematurely retired Special forces guy from the Sri Lankan Army, has taken it upon himself to enhance his army training, quite boldly, towards the hospitality industry by undertaking a holiday home in the hills of his hometown named Moragolla, in the district of Kandy, at a place called the “ATT’s Eagles nest.” His Missi...

The sit back, relax, and enjoy the flight part is the least of any passenger’s worries. It is an excess of other setbacks that tends to be troublesome. The nightmare is everything else. Ticket prices that keep changing, visa requirements, fees for excess check-in bags, frequent delays, long queues, indignities of security and border controls, inadequate staffing at gates, and the constant scuffles at airports.  Yes, he might be the king, but certainly not at the aircraft door.  Thereby, arrives the Service aspect as the value addition.   What is service. Service is nursing. People come with problems and service personnel need to listen, understand, attend, and care. Fulfilling these basic requirements would create happy moments. In short, reassuring that the consumer receives what is expected. Service entails an element of engagement. Through research, pundits believe that “one off” customer service will cease to exist and shall be all about consumer engagement; the art...