Nishan Silva

Today on the Buzz, I have Nishan Silva: The Game-Changer in Hospitality. Nishan Silva is a name synonymous with innovation, passion, and exceptional leadership in the world of hospitality. With over 25 years of experience spanning 8 countries and 3 global brands, Nishan has mastered the art of creating unforgettable guest experiences. Currently a Regional General Manager at Accor Hotels, Nishan seamlessly blends cutting-edge technology with the irreplaceable human touch, earning him accolades like the prestigious Accor Bernache Award for his team’s contribution to COP-28 sustainability initiatives. From introducing AI and robotics in operations to leading eco-conscious transformations, Nishan is redefining responsible luxury.

Beyond his professional achievements, Nishan is a mentor, visionary, and advocate for the next generation of hoteliers through his platform nishansilva.com. When he’s not driving excellence across 1,500 team members and 3,500 rooms, you’ll find him traveling with his family or enjoying a game of golf or padel—a perfect balance of inspiration and wellness.

With Nishan at the helm, hospitality is more than just service; it’s a masterclass in innovation, sustainability, and heartfelt care. Today on the Buzz he speaks about everything which inspires him. 

What inspired you to pursue a career in hospitality, and how did you find your way to leadership roles in such prominent hotels?  My career in hospitality is inspired by a passion for creating memorable experiences for others, a love for diverse cultures, and a commitment to exceptional service and responsible hospitality. I trace my journey back to formative experiences that shaped my passion for this amazing industry. There are three key areas of inspiration in my career that have brought me here:

Fascination with Diversity and Travel: The dynamic, multicultural environment of the hospitality industry appealed to me, and I thrive in diverse settings. Through travel, I discovered that hospitality is a perfect match, allowing me to combine work with my passion for exploring cultures in the eight countries where I have worked.

Core Values and Vision: A shared value system with an organization’s mission fosters loyalty and growth, and this is very true with Accor Hotels. I often emphasize how my rise to leadership was driven by aligning my personal vision—providing unparalleled guest experiences—with Accor’s purpose: pioneering the art of responsible hospitality and connecting cultures with heartfelt care. 

Commitment to Continuous Learning: Staying ahead in the competitive hospitality industry requires innovation, adaptability, and constant learning. This is an important aspect today in an ever-changing global hospitality business.

Q:What are the most significant challenges you faced as a Regional General Manager, and how did you overcome them?

The most significant challenge in today’s world of hospitality is undoubtedly the technology shift in our industry. Research shows that artificial intelligence and automation are expected to replace about 25% of the hospitality workforce by 2030, and data science is taking center stage in the business of hospitality. While the human touch remains essential in guest experiences, hotel operations and back-end functions must proactively develop innovative adaptations of AI and automation to ensure a sustainable competitive advantage.

A perennial challenge in my role as Regional General Manager is how to remain objective, receive balanced feedback, and gather rational, well-founded information. I aim to build a bulletproof fact base through a structured process, enabling me to challenge the data and information presented to me. I always ask the question: “What business problem are we trying to solve?” and work as a team to find multiple solutions.

Q:How has the hospitality industry evolved over the years, and what trends do you believe will shape its future?

The hospitality industry has greatly evolved to embrace changes that keep it in sync with the times. What used to be just a place to sleep has now transformed into a complete experience. Travellers today are seeking more than just comfort; they want personalized, seamless experiences that feel tailored to them. Moreover, the traveller profile has changed, and there is now a greater demand for experiential stays. Another significant shift is the growing focus on sustainability, which is a top priority for Accor Hotels, reflecting the increasing demand for eco-conscious practices. Whether it’s reducing food waste, using energy-efficient solutions, or offering locally sourced food, sustainability has become essential.

Q:What strategies have you implemented to navigate crises, such as the pandemic, while maintaining operational excellence?

We managed COVID-19 by implementing a wide range of measures to ensure the safety of our guests and team, while complying with UAE government guidelines.

Some of these measures included: Enhanced Cleaning Protocols, Contactless Services, Mobile Check-In/Check-Out, Contactless Payments, In-Room Services with QR codes, Temperature Checks, Reduced Occupancy, Spaced-Out Furniture, Modified Dining Options, Grab-and-Go Meals, an Outdoor Dining option, and many more.

We also adopted Flexible Booking and Cancellation Policies for our guests. Communication and transparency were key, and implementing Accor’s “ALLSAFE” safety and sanitization protocol was mandatory for all our hotels.

Perhaps the most impactful development was the “Accor ALL Heartist Fund”. Accor Global Headquarters took steps to support its employees and partners with the creation of a 70-million-euro fund.  

Q:How do you ensure a consistently exceptional customer experience across diverse teams and departments? 

Our hotels are renowned for delivering an exceptional guest experience, a standard achieved through the seamless collaboration of various hotel departments. Each department, from the front office to housekeeping, food and beverage, spa, and beyond, plays a critical role in creating a unified and unforgettable experience. By fostering a culture of teamwork, open communication, and shared goals, we ensure that every aspect of a guest’s stay is flawlessly executed.

Effective leadership and management are essential for fostering collaboration across departments. Clear communication channels, regular interdepartmental meetings, and a shared commitment to the hotel’s vision ensure alignment toward a common goal: delivering a seamless guest experience. Leaders play a pivotal role in breaking down silos and encouraging a culture of mutual respect and teamwork. Recognizing and rewarding collaborative efforts further motivates staff to work cohesively.

A seamless guest experience in luxury hotels is the result of meticulous collaboration among various departments. From the front office to housekeeping, food and beverage, spa, maintenance, and beyond, every team plays a unique role while working together toward a shared vision of excellence. This harmonious interplay ensures that every aspect of a guest’s journey is thoughtfully curated, leaving them with cherished memories and a desire to return. By fostering strong communication, teamwork, and a commitment to quality, we set the gold standard in hospitality.

Q:Can you share an innovative initiative or programme you introduced that had a significant impact on the hotels you’ve managed? And about your Doctorate in Business, specializing in ‘AI in Hospitality”?

The most common area of focus is revenue optimization. Booking engines use past data, current trends, local and regional events, and social media to predict future pricing decisions through automation. 

Chatbots and virtual assistants are commonly used in our hotels for guest services. We also see property maintenance leveraging AI to reduce utility costs and carbon emissions.

One of the most recent developments in hotels is the use of generative AI (such as ChatGPT and Co-Pilot) for content creation (texts, images, videos), establishing demand trends, language translation, and personalizing the guest experience.

Currently, we are one of the only hotel clusters using robotics in our operations. The entire back-office finance function, from procurement to payment, is fully automated using robotics and AI tools.
We also use multiple machine learning algorithms in food and beverage to establish forecasting models. We are fascinated by modern decision theory in hospitality, where the combination of human and machine intelligence can lead to far superior decision-making.

Q:Given the diverse cultures in the hospitality sector, how do you adapt your management style to suit different teams and guests?

I believe in embracing the unique strengths and perspectives of each individual, tailoring my approach to cultural nuances. When it comes to guests, I lead my team to focus on offering personalized experiences that respect and celebrate their cultural preferences. 

Pix courtesy  Nishan  Silva