In our continuing series of hotelier interviews, I spoke with Dilan Bandara, who is General Manager of Uga Ghiri, a new 15 villa all-inclusive five-star luxury boutique hotel in Ella, Sri Lanka which opened its doors in July this year and is the eighth property for Uga Resorts, the boutique Sri Lankan hotel group.
Dilan is a seasoned General Manager with extensive experience over the last 17 years working in luxury resorts, specialising in driving revenue growth, enhancing brand positioning and optimising operational efficiency. He has a strong focus on improving guest satisfaction through innovative service delivery and maintaining high service standards, as well as a great deal of pre-opening experience.
Before taking up his role at Uga Ghiri, Dilan had a short stint at Uga Prava. Prior to this he held General Manager positions at The Palms Resort, Beruwala in Sri Lanka, Fiyavalhu Resort Maldives and Cinnamon Bentota Beach Resort in Sri Lanka.
Dilan has also worked at Anantara Peace Haven Tangalle Resort, Sri Lanka, Anantara Dubai the Palm Resort & Spa, Anantara Maldives Resort & Spa Cluster and Hilton Colombo and has spent time in Spain and Portugal.
In addition, Dilan was involved in the IUCN sea turtle, mangrove and coastal habitat conservation project, giving him valuable exposure to sustainability tourism development.
What inspired you to pursue a career in hotel management, and was it something you wanted to do from an early age?
“It happened completely by accident. Soon after my A/Ls, a neighbour who was a Bell Captain asked if I would be interested in joining as a Bell Boy at the Lanka Oberoi. At that time, I had very little understanding of the role or even the hospitality industry, but I said yes and decided to give it a try. Within a few days of joining, I discovered a genuine passion for hospitality. I enjoyed the training, discipline and meeting people from diverse backgrounds. Hotels are places where guests create memories and celebrate special moments and being part of that experience was incredibly rewarding. What began as an unexpected opportunity soon became a lifelong career.”
Over the last 17 years you have worked in a few different locations including Dubai, the Maldives and Sri Lanka. Does any place stand out as a favourite to live and work in?
“Sri Lanka would always be my favourite place to live and work. It’s home, where my family, friends and many long-standing colleagues are. I enjoy the local culture, the warmth of the people and of course the spicy food.”
The hospitality industry has gone through a lot of change since COVID. What have been your biggest challenges in managing a hotel and its staff over the last few years?
“I see more opportunities than challenges in the post-COVID era. Travel has rebounded strongly and there is growing interest in wellness, authentic experiences and sustainable tourism, which creates exciting possibilities for the hospitality industry. If I were to highlight one ongoing challenge, it would be talent retention. Finding skilled people and retaining them has become increasingly difficult, with many employees switching organisations within short periods.”
Face to face contact and that personal human touch plays a crucial role in the guest experience. Do you think technology is going to replace some of that interaction?
“New technology will certainly replace existing technology and make many processes faster and more efficient. However, the more digital our world becomes, the more people tend to value genuine human connections. I believe people naturally seek what they are missing in their lives. As technology becomes increasingly integrated into everyday experiences, personal interaction, empathy and authentic service will become even more important. The ability to connect with guests, understand their needs and create memorable moments will remain at the heart of great hospitality.”
Where do you see AI playing a role in the hospitality industry both in the short and long-term?
“I see AI helping hotels become more efficient by automating routine tasks, improving guest communication, supporting operations and helping teams make faster, data-driven decisions. It can handle repetitive work, allowing employees to spend more time focusing on guest engagement and personalised service. The most successful hotels will be those that combine the efficiency of AI with the warmth of people.”
How would you define your management style?
“I focus on inspiring and motivating team members to go beyond their perceived limits while keeping an eye on long-term growth and continuous improvement. At the same time, I place strong emphasis on individual mentorship, helping people develop their strengths, build new skills and progress in their careers. Systems and processes are important while ensuring leaders have space to contribute to overall success of the journey.”
What do you find is the most challenging part of your role?
“I believe any situation can be a challenge if it is not addressed early. With timely action, the right people involved and a collaborative approach, most challenges become opportunities to learn, improve and achieve better outcomes. For me, the key is staying proactive rather than reactive.”
What are your goals and vision for Uga Ghiri bearing in mind it’s a brand-new hotel?
“We’ve only just opened, yet we’re already receiving outstanding guest feedback. Our focus now is to maintain this consistency while continuously raising the bar. We’ve achieved service standards comparable to world-class luxury resorts, and our goal is to sustain and enhance them every day. My vision is for Uga Ghiri to be the very best, recognised for exceptional guest experiences, genuine hospitality and a passionate team that consistently exceeds expectations.”
What advice would you give to someone just starting their career in hotel management, and what path would you recommend for those who want to become a General Manager?
“I started my career as a Bell Boy and worked my way through different levels of hotel operations. My advice is to stay focused, believe in yourself, stay open to learning and always be ready to seize opportunities. If you aspire to become a General Manager, learn every aspect of the business, work hard and never stop growing.”
Looking back at your career so far, is there anything you would have done differently?
“Not really. Every opportunity and challenge I encountered has contributed to my growth and experience. I’ve learned from each situation, both good and bad and enjoyed the journey along the way. Looking back, I believe every step played a role in shaping who I am today, so I wouldn’t change much at all.”
What do you do to relax and switch off in your free time?
“I enjoy spending quality time with my family, watching movies and reading. I also enjoy learning new things through books, internet and other sources of knowledge. Continuous learning has always been a passion of mine, both personally and professionally, and it’s one of the ways I relax and stay inspired.”
Lastly, are there any other cities, countries or continents you would particularly like to work in given the opportunity?
“The Maldives would be high on my list because of its natural beauty. I would also love the opportunity to work in Thailand, which I admire for its vibrant culture, exceptional hospitality and incredible food. Both destinations offer unique experiences.”
For more information on Uga Ghiri, please visit: www.ugaresorts.com/ghiri.
Author Bio:
Simon Burrell is a UK-based travel and motoring journalist and editor, a former member of The British Guild of Travel Writers and professional photographer.
Photographs courtesy of Uga Ghiri
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