2020 General Manager Finalist Interview, featuring Haleem Lye.

Haleem Lye is the General Manager of Uga Chena Huts in Sri Lanka and a General Manager finalist of Stelliers 2020. Lye knew from a young age that the hospitality industry was his calling. Today, a widely successful GM of Uga Chena Huts, which is ranked number 3 in the Top 25 Boutique Luxury Hotels in the world on Trip Advisor, Lye shares his philosophy to his life’s achievements. 

1. Describe your childhood and upbringing. Where and when did your initial interest in hospitality begin?

I was born and raised in the suburbs of Sri Lanka, in a town named Dehiwala in Colombo. Growing up, I thrived in school and had a flair for debating and public speaking, which gave me the confidence to speak and lead in public. Aside from school, I was also a huge fan of rugby. The New Zealand “All Blacks” is my favourite team and, to date, I haven’t missed any of their matches.  

My initial interest in the hotel industry began at an early age. When I was 15, I had the opportunity to visit a four-star hotel for the first time in my life. Club Palm Garden, a beautiful estate located South of Sri Lanka. My uncle was the Assistant Manager at the property, and he treated me and my family to a weekend’s stay.

When I first stepped foot inside the hotel, everything changed for me.

I experienced what “Sri Lankan hospitality” really meant and it warmed my heart. To this day, I still remember how that experience made me feel. At the time, my cousin was seated next to me and I distinctly remember turning to him and confidently declaring that “I will become a hotelier one day” because I want to touch people’s lives with true hospitality, like it did mine.

My father was an accountant and he did not initially approve of my decision to pursue a career in the hospitality industry. However, he did believe in doing what one loves and building a success story based on their passion, so I was able to convince him of my determination to take this path.

To take my passion to the next level, I completed a diploma in Hospitality Studies from the International Hotel School at Mount Lavinia hotel, Sri Lanka. This was officially the start of my journey in the hotel industry.

2. What are two major milestones in your career so far?

In 2010, during my tenure at the Mandarin Orchard Singapore, I was selected by Mr Michael Sengol, the CEO of Meritus Hotels and Resorts, for the CEO Leadership Award. This recognition was an affirmation to my work and a key reminder to myself that there is no limit to achieving my goals.

And just this year, I have managed to get Uga Chena Huts into the Top 3 of the Top 25 Boutique Luxury Hotels in the world on Trip Advisor. This has been an incredible achievement that makes me feel very proud of the whole team. 

3. COVID 19 has been (and still is) an immense challenge for the hospitality sector, can you share how you decided to lead your team and the property through this period? 

COVID 19 was a challenge for the world and it was no different for our property. I believe having the emotional intelligence to lead and empathize with the team is incredibly important during this time.

First and foremost, we spoke to the team and evaluated their monetary challenges. We discovered that 70% of our staff had outstanding loans. Listing out the total amounts, we contacted the banks individually with letters requesting for a six-month grace period for our staff. They were thankfully accepted and helped ease the burden on our team members.  

We also made sure that basic salaries were secured for all of our staff, including those who were at home during the downtime. Eighteen staffs were selected to work on the upkeep of the hotel, maintaining the organic vegetable farm on the property.

We came together at a time of hardship and worked collectively as a team. I especially valued taking care of our staff because without a team, there is no hotel.

4. The hospitality industry has an interesting road ahead, what do you think the next few years hold for the sector and its recovery?

With the new normal of limited air travel, we believe that there will be a spike in demand for luxury travel for hotels that focus on the continuous improvement of safety measures. Pre-arrival engagement with guests will bring personalization to the next level. There will be high yield-in rates if marketing strategies are collectively and strategically implemented cluster and country-wise.

5. What does your morning routine look like?

Every day, I wake up at 5:30AM and share a morning greeting with my team, which includes an inspirational quote. Then, I go on a one-hour morning walk around the entire property, bringing positivity to my team members as I meet them along the way.

This morning routine helps me ensure that all is in order and I am ready to engage with the guests at breakfast! 

6. What is the motto that you live by?

Live life to the fullest and don’t take life too seriously. All will fall into place. Learn to enjoy the journey and not the destination.