Welcome back to another edition of Buzz with Danu, where we spill the tea on industry leaders, game-changers, and those who make the world a little more fabulous!

This week, I’m buzzing about Shashi Jayawardena—a powerhouse in service management, training, and people development. With over two decades of experience fine-tuning the hospitality and service industries, he’s the guy who turns good service into unforgettable experiences! From luxury hotels to global brands, he’s been behind the scenes, setting the gold standard.

So, whether you’re in the business of service or just love a peek behind the curtain of five-star excellence, stay tuned—this one’s got all the buzz!

1. What inspired you to start Central HR Solutions (CHRS)?
Companies are founded with bold and inspiring visions by visionary leaders. However, along the way, that vision is often lost as staff simply come to do a job and leave. CHRS aims to bridge that gap with long-lasting training solutions that focus on the people aspect.

We have developed practical training programmes designed to transform a culture of neglect into one of performance and empathy.

2. How does CHRS help businesses build a strong workplace culture?
We believe that an organization is only as good as the people who are willing to go the extra mile. However, people need a culture they believe in—something that makes them think, 'I belong here.' Our development initiatives have a core focus on service culture—service toward all stakeholders—as we work together to build a great place to work.

3. What are the biggest HR challenges companies face today?
Managers and leaders who don't understand people, who take the human aspect for granted and focus solely on product and profit, ultimately set their organizations up for failure. Unfortunately, people drive everything. This is where organizations fall short. People don’t leave organizations; they leave bosses. This was true then and is certainly true now.

4. Can you share a success story where CHRS transformed a business?
We took over a new and growing hotel chain and transformed it into a learning-based, people-centric powerhouse. With a core Competency Framework supporting pillars such as teamwork, communication, and leadership, CHRS turned a young organization with potential into a culture of positivity and performance.

5. How do your customer service programs contribute to business growth?
Customers are the heart of any business—without them, there is no business. Over the last 15 years, we have developed the PERFECT Service Excellence program, which has been delivered to teachers, students, pastors, hoteliers, bankers, and doctors with 100% success. We are so confident in its effectiveness that we offer a money-back guarantee to any organization that comes on board with us.
Our programme, '7 Platinum Rules for Service Excellence,' is a dynamic one-day session that lays a strong foundation in service excellence. It is engaging, practical, and filled with real-world examples, making learning both fun and impactful.

6.  What makes CHRS stand out from other HR consulting firms?
Our CEO has over 20 years of operational and development experience in top organizations. The team has built upon these fundamentals to create processes and programs that achieve high-level standards.

7. What’s one piece of HR advice every company should follow?
Leaders and managers need to understand HR first. HR is not just Human Resources—it’s Human Relationships. If leadership doesn’t understand people, no matter how great the product is, it won’t last.

8. How do operational audits improve business efficiency?
Expect what you inspect—it's as simple as that. When you understand what your people and processes do and evaluate those elements, managing a business becomes much easier.

We have an audit system tailored for all industries. The graded report we provide helps management understand CCCPs (Critical Customer Contact Points) and their performance, as well as the necessary steps for achieving optimal results.

9. What’s the most rewarding part of your job as an HR consultant?

To witness a culture transform from negativity and mediocrity to one that is team-based, positive, and empathetic.

10. How do you see HR evolving in the next five years?

People have jumped on the AI bandwagon, making everything AI-driven, even tasks like writing a letter. However, the more AI is embraced, the more the human element is overlooked, ultimately harming workplace culture. At CHRS, we strive to reduce these quick-fix AI solutions and keep the human element alive.

11. If CHRS had a theme song, what would it be?

Reach

12. What’s the funniest HR-related situation you’ve encountered?
A leader once aspired to make their organization the best in the country. They invested in top-quality equipment, the best products, and the highest output of finished goods. However, they treated both internal and external customers exceptionally poorly. As an HR professional, this may seem ironic—but for the organization, it was disastrous.

13. If you could implement a quirky workplace rule, what would it be?
BYOB day - bring your own boss 

14. What’s your go-to strategy for handling workplace drama?
The workplace is not a place for drama—it shouldn’t be. Our go-to rule is: keep drama at home.

15.  If you weren’t in HR, what career would you have pursued?

Acting—because in HR, we take on many roles. That’s why I believe we’d be very good at it.