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 while pioneering the future of the industry.

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 travelling 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 and more 

1. 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.
 
2. 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 centre 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.
 
3. 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. Travelers 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.
 
4. 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, 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, ensuring a meaningful and significant contribution to global solidarity initiatives aimed at combating the COVID-19 health crisis while planning for future needs. Welcoming and taking care of others is part of Accor's DNA, and the “ALL Heartist Fund”, set up to support people in need, reflects those values: Humanity, Solidarity, and Teamwork.
 
5. 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.
 
The front office is the face of the hotel, while the housekeeping department ensures a pristine and personalized stay. The engineering department is responsible for behind-the-scenes excellence, maintaining and safeguarding the facilities. The wellness facilities offer an escape from everyday stresses, providing a haven of relaxation. The security department prioritizes guest safety and privacy. The leadership team drives teamwork and collaboration, while the events, sales, and marketing teams create memorable experiences. Of course, we all know that the best experiences involve a great meal, which is expertly curated by the food and beverage department.
 
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.
 
6. Can you share an innovative initiative or program you introduced that had a significant impact on the hotels you’ve managed? And about your Doctorate in Business, specialising 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. 
 
7. 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. Whether it's understanding dining preferences, communication styles, or specific needs, we aim to anticipate and cater to these expectations with sensitivity and respect. Ultimately, I believe in being flexible, open-minded, and culturally aware.
 
8. What qualities do you look for when building your team, and how do you nurture talent in the competitive hospitality industry? When building my team, I focus on finding individuals who are not only skilled and driven but also aligned with our core values of authenticity, creativity, and excellence. It’s essential to build a team that thrives on collaboration and mutual respect, as these qualities are key to delivering exceptional guest experiences. I look for people who are passionate, adaptable, and eager to contribute to both individual and team success. I’m committed to supporting the professional growth of each individual, providing them with the tools, opportunities, and guidance needed to excel. 
 
9. How do you stay ahead of changing guest expectations, especially with the rise of digital solutions and personalized experiences? The hospitality industry is constantly evolving, driven by advancements in technology and the growing demand for personalized services. To remain competitive and meet changing guest expectations, it is essential for hospitality professionals to embrace innovation, focus on guest insights, and adapt to emerging trends.
 
Guest data from booking platforms, loyalty programs, and surveys can be used to tailor services. For instance, remembering a guest’s preferred room type, dietary restrictions, or previous feedback allows for a more customized stay.
 
Analytics and AI tools can be used to predict guest behaviours and needs. For example, offering spa services to a frequent traveller who typically books wellness experiences.
 
Contactless Technology: Offer options like mobile check-in/out, digital room keys, and contactless payments to streamline the guest journey.
 
Smart Room Features: Integrate smart technology, such as voice-activated controls for lighting and temperature, to enhance comfort and convenience.
 
Offer Multiple Touchpoints: Ensure guests can interact with your brand through their preferred channels—whether it’s social media, email, phone, or chatbots.
 
Real-Time Assistance: Implement AI-powered chatbots or 24/7 live support to assist guests at any time, enhancing convenience and satisfaction.
 
Combine Technology with Empathy: While digital solutions improve efficiency, the human element remains essential in hospitality. Train your team to use technology as a tool while maintaining genuine, personalized interactions.
 
Create Emotional Connections: Build meaningful relationships by surprising and delighting guests, such as celebrating special occasions or offering unexpected upgrades.
 
Staying ahead of changing guest expectations in the digital era requires a proactive approach, leveraging technology to deliver seamless convenience while preserving the human touch that defines hospitality. By focusing on personalization, sustainability, and continuous innovation, hotels can not only meet but exceed the ever-evolving demands of modern guests, ensuring loyalty and long-term success.
 
10. What role does strategic planning play in the success of a hotel, and how do you approach long-term goals versus short-term challenges? Having a clear roadmap for where we’re headed ensures that all our efforts are aligned with our long-term vision, whether it’s growing our market share, improving guest satisfaction, retaining and growing talent or enhancing profitability.

Short-term challenges are an inevitable part of the business. They require a flexible and agile approach to management but more so, a solution-oriented mindset, across all levels of the organization to ensure alignment and quick decision-making.

Long-term objectives are critical for shaping the future of our hotels and brand and keeping an eye on emerging trends—like sustainability, technology, travel patterns, macroeconomics and global politics helps us maintain its relevance. Jean-Jacques Rousseau famously said, “Patience is bitter, but its fruit is sweet."
 
11. Can you share a particularly rewarding experience or achievement during your tenure in hotel management? There are many accomplishments I’m proud of, but winning the Accor Bernache Award in 2023 for our contribution to COP-28 tops the list for many reasons. The Bernache Award is the highest accolade from Accor Global Headquarters, recognizing the Group's unwavering commitment to performance and excellence. COP-28 is the United Nations Climate Change Conference, which was held in Dubai in November 2023.
 
The stakes for sustainable transformation in hospitality are high. Climate change, biodiversity loss, and social challenges are shaping our ecosystem and increasingly impacting our hotels. Research shows that the travel and tourism industry accounts for 9 to 12% of the world’s greenhouse gas emissions. There is a growing expectation from all stakeholders—investors, owners, business partners, team members, and guests—that businesses need to build more sustainable models and address the environmental and societal challenges the world is facing today.
 
As a team of 8 from Accor Hotels in the UAE, we developed a project for COP-28 that impacted 81 hotels, based on the following initiatives:
 
• Eliminating single-use plastics and investing in circular systems, such as filtered water solutions, to remove single-use plastic bottles.
• Measuring food waste in every hotel.
• Monitoring and optimizing AC levels to reduce energy consumption, along with other energy efficiency measures.
• Initiating the process of eco-certification with Green Key or Green Globe for all hotels.
• Providing comprehensive training on climate change for all General Managers and heads of department, under the hashtag #SchoolForChange.
• Measuring the carbon footprint of 5,000 recipes and displaying this information on the menus.
• Developing low-carbon recipes with our top chefs, using the hashtag #UAEChefsSquad, and sharing these recipes across the Accor network for inclusion in menus.
• Increasing the availability of vegetarian dishes on menus.
This award is especially meaningful given Accor’s enduring commitment to responsible hospitality.
 
12. What advice would you give to young professionals aspiring to excel in the hospitality industry? Stay curious, be positive, stay adaptable, ensure a guest-centric mindset, be a team player and always prioritize knowledge. Hospitality is a dynamic and fast-paced industry, so being open to learning new skills and embracing change is essential. The landscape is constantly evolving, especially with the rise of new technology and shifting guest expectations, so those who are willing to adapt and innovate will always have an edge. Travel, meet new people, take an internship at a restaurant or a hotel and most importantly, have lots of fun!
 
13. Are there any specific projects or goals you’re passionate about that you’d like to achieve in the coming years? Firstly, we are in a phase of reinvention, and it’s an exciting time for our properties. The renovations we’re undertaking are focused on modernizing our spaces to reflect the evolving tastes and expectations of today’s travellers. It’s not just about making things look fresh; it’s about creating experiences that align with smart design, sustainability, and tech integration. By creating spaces that feel vibrant and connected, we’re ensuring our properties not only stand out but also offer experiences that resonate with younger guests who value authenticity and innovation. Many of the hotels in my region are undergoing renovations to ensure our hotel designs are future-focused.
 
Secondly, I want to share my 25 years of experience across 3 global brands and 6 countries with the new generation. That’s why I created my website, where future hoteliers can learn and contact me for advice: nishansilva.com
 
14. What drives your passion for hospitality, and how do you balance the demanding nature of your career with personal well-being & family? My passion for hospitality stems from the privilege of leading an organization where we can create meaningful experiences that not only positively impact our guests but also benefit our owners, our assets, and our "Heartists"—the incredible team that drives our success. Managing an organization of over 1,500 people with 3,500 rooms, I believe that true success in hospitality starts by fostering a culture of collaboration and purpose. When we take care of our owners by maximizing the potential of our assets, ensuring operational excellence, and creating long-term value, we’re able to reinvest that success back into our business.
 

My family and I love to travel together, exploring new places and cultures—it’s not only a great way to bond but also keeps me inspired and grounded. I’m passionate about supporting an active lifestyle and keeping a fresh mind. I enjoy sports such as golf and padel, which are great outlets to disconnect, recharge, and stay fit. I also invest time in staying ahead of the curve by diving into the latest trends in hospitality, food, and beverage.