Professional Documents
Culture Documents
In October 2006, Jetwing Hotels opened a new hotel called Vil Uyana. It is located near Sigiriya Rock
Fortress, a heritage hotspot in the centre of Sri Lanka’s
the so-called Cultural Triangle because of its Buddhist
temples, ancient ruins and national parks.
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Jetwing envisions tourism as the ideal vehicle to minimise these problems. To build potential within
the industry, they developed the Jetwing Youth Development Project (JYDP) providing hospitality
training, at no cost, to rural young men and women who had completed basic schooling but were
unemployed, as well as to some adult women (ages 40 to 50) who were the sole providers for their
families.
Aims of JYDP
The Jetwing Youth Development Project was designed to improve the Sri Lankan tourism sector in
four ways:
• Addressing and offering a solution to the manpower shortage in their own hotels and
in the Sri Lankan hotel industry in general.
• Involving local communities in tourism, sharing its benefits.
• Helping resolve the unemployment problem among Sri Lankan youth.
• Providing the frustrated youth with gainful employment.
Involvement of Stakeholders
Before starting the project, Jetwing informed
important stakeholders about the planned project.
Thus, local Buddhist monks, principal teachers,
‘Being with the commu- government authorities and interested parents
nity was our idea. From learned of the company’s intention to offer English
the very beginning we felt lessons followed by hospitality training at no cost to
very unemployed youth in the region.
confident working with
The idea was especially supported by two chief
these communities.’
Buddhist monks, who distributed the application
– Mr Kumara Senarathne
forms to potential trainees and even offered to
(Head of Human Resourc- arrange for classes to be held at Buddhist temples
es, Jetwing Hotels) in the neighbouring communities of Kimbissa and
Rangirigama.
Jetwing believes that learning English is a vital step toward a fulfilling career. The programme is
therefore intended to provide youth from the rural school system with a working knowledge of the
English language, enabling them to express themselves as well as understand others. The company
was extremely fortunate in enlisting a local, highly experienced teacher for the JYDP who could train
the students in practical English, using role-play in a series of real-life situations, as well as exercises in
grammar, general knowledge and Western customs.
The Jetwing English course was divided into two classes per week, with a total of 96 hours of instruction
per class. The English training continued once a week during the first year after the opening of Vil
Uyana. Now, 2 years later, the majority of the participants speak moderate to good English, and some
have even reached a level of excellence.
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After a 4-week period of English instruction,
Jetwing began adding entry-level industry training.
They started with a general introduction to life
skills, including self-development through personal
hygiene, good grooming and a positive attitude. ‘I expected that Jetwing
would ask me to teach the
After 4 weeks, trainees were assigned to various staff – but not the villagers.
areas of hotel operation. This was followed by entry- The Jetwing people are not
level training in the hotel staff village in the areas of conventional people, they
front office, housekeeping, food and beverage and have very practical ap-
kitchen operations. One-day excursions to other proaches to problems.’
Jetwing Hotels were organised to offer the trainees – Mr Bernard Kasthuri Ku-
further insight into the daily routine of hotel mara (English Teacher)
operations. Instructions were given in both Sinhala,
the trainees’ mother-tongue, and English.
Since the trainees had very little knowledge about the area, Jetwing also introduced them to the
cultural history of the Sigiriya area, including classes on the country’s diverse flora and fauna as part
of a larger lesson about environmentally-friendly hotel management.
The training was based on Jetwing’s clearly defined corporate ethos; its vision, mission, core values
and corporate stance on customer care and etiquette:
• Life skills – the importance and benefits of employment
• Teamwork
• Meditation
• Mind enrichment – appreciating the meaning of life; finding your own identity; medi-
tating, contemplating and thinking positively; showing humility, kindness and love
• Mind cleansing – avoiding jealousy, anger, hatred, snobbishness, uncooperativeness
and other behaviours that hamper an individual’s performance
• Appreciation, respect for others, willingness to admit mistakes
Many of the trainees felt that this curriculum helped both personally and professionally, building
their team-work skills and discipline.
Ceremony
After 5 months, 50% of the students graduated,
60 in total, and organised their own graduation
ceremony, which was held in June 2006 under
the distinguished patronage of the Secretary to
the Ministry of Tourism, representatives of the
‘I learned a lot of things, not media and other dignitaries. This ceremony was
only tourism – especially an extremely important event for the trainees; a
what is important about chance to demonstrate what they had achieved in
work – how to work with my the past months. Afterwards, they moved into the
colleagues without having hotel for the final 4 months of preparation before
any arguments.’ the hotel was opened. About 40 graduates were
– Ms Amali Liyanage, age employed by Jetwing. The English and hospitality
22 (Assistant Receptionist, training continued for one more year on a regular
Front Office) basis.
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‘This project has been a tremendous success.
Most of these children, not knowing how
to write even their name when they joined,
are now able to carry on a simple, decent
conversation with the discerning clientele.’ – Mr
Kumar Senaratne (Head of Human Resources,
Jetwing)
Gender Considerations
Especially among rural people in Sri Lanka,
tourism does not have a good reputation, as it is
commonly associated with ‘sun, sand and sex’.
At first, some parents were wary about sending
their young daughters to the training classes.
But when it was made clear that Jetwing has
a strict policy against sexual harassment in
the workplace, the young women and their
parents felt that they would be safe and secure
at Vil Uyana.
Investment
Jetwing itself invested a total of US$7,500 in
these training activities, including the English
classes.
Benefits for All Stakeholders
The benefits achieved so far are diverse, as
reflected in the stakeholders’ responses to in-
depth interviews conducted in September
2008 by a consultant of German Technical
Cooperation (GTZ). Below is a summary of
selected comments and feedback from the 29
interview partners.
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years.
• Official certificates are presented to those participants who pass their examina-
tions, giving them good standing for interviews at other hotels in Sri Lanka or
abroad.
• Annual challenges/contests among Jetwing hotels generate pride and confidence
among Vil Uyana staff, since they are often among the winners in each category
(barmen, cooking, reception, housekeeping, etc.).
• Lectures about environmentally-friendly hotel management.
• Improved image within the community.
Outlook
In April 2007, Vil Uyana was awarded a Pacific Asia Travel Association (PATA) Grand Award in the
Education and Training category for its Youth Development Project. Jetwing plans to use this project
as a model for all their hotels and for new investments by adapting the principles to the local
circumstances.
‘Our pilot project has proved that rural youth are highly service-orientated, very focused on customer-
care, and demonstrated their unique suitability for the tourism industry. We will be applying the
lessons learned from our Sigiriya development project at our other hotels elsewhere in Sri Lanka.’
– Mr Kumara Senaratne (Head of Human Resources, Jetwing)
The participants of the Jetwing Youth Development Project themselves have different perspectives
regarding their future. Nearly all hope to improve their English skills and computer knowledge. Most of
them also want to climb the career ladder by becoming executive chefs or guides or even by working
abroad in the Maldives or the Middle East. Jetwing whole-heartedly approves of these aspirations,
since the JYDP initiative was designed not only to develop rural youth for suitable employment
within Jetwing Hotels but also to create opportunities for them to find employment with other hotels
in the country or overseas. The company believes that most of them will return to a Jetwing Hotel
after a few years, having been inspired by their new experiences and skills, but also dedicated to the
core values they learned from the Jetwing Family.
As a result of their experiences and training at Vil Uyana, and with the certificates they hold in their
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hands, these young professionals from rural Sri Lanka will undoubtedly have the chance to achieve
their professional dreams. ‘We dreamed a dream’ has become a reality.