Few hospitality leaders embody the values of service excellence, operational expertise, and people-centred leadership as effectively as Mr. Nazoomi Azhar, General Manager of Cinnamon Grand Colombo. With a distinguished career spanning more than two decades across the United Kingdom and Sri Lanka, Nazoomi Azhar’s journey from a Night Receptionist in London to leading one of Sri Lanka’s most prestigious hotels is a testament to perseverance, passion, and professional excellence.

Throughout his career, he has successfully managed complex hospitality operations, driven business growth, led transformational projects, and nurtured high-performing teams within some of the industry’s most respected establishments. Today, as the leader of Cinnamon Grand Colombo, he continues to shape guest experiences while championing innovation, sustainability, and service excellence.

In this exclusive interview with Global CEO Magazine, Mr. Azhar shares valuable insights on leadership, hospitality, tourism development, team building, and the principles that have guided his remarkable career journey.

Tell us about your journey from starting as a Night Receptionist in London to becoming the General Manager of Cinnamon Grand Colombo. What inspired you to pursue a career in hospitality?

My hospitality journey began in London as a Night Receptionist, a role that gave me a firsthand understanding of guest service and the importance of creating memorable experiences. What started as an opportunity soon became a passion. Over the next 25 years, I had the privilege of working across various operational and leadership roles in the UK, gaining valuable experience in managing people, driving performance, and delivering exceptional service.
Returning to Sri Lanka was both a professional and personal milestone. It provided an opportunity to bring international experience back home while contributing to an industry that has immense potential. Today, leading Cinnamon Grand Colombo is an honour and a responsibility that I embrace with great pride.

You have managed some of the most complex hospitality operations in both the United Kingdom and Sri Lanka. What excites you most about leading a world-class hotel environment?

What excites me most is the dynamic nature of hospitality. No two days are ever the same. A hotel is a living ecosystem where people, cultures, experiences, and expectations come together under one roof.

Leading a world class hotel means having the opportunity to influence every aspect of the guest journey while empowering teams to perform at their best. It is incredibly rewarding to see people grow, achieve their potential, and collectively deliver experiences that leave lasting impressions on guests. The combination of operational excellence, innovation, and human connection is what continues to inspire me every day.

Hospitality is ultimately a people business. How do you build high-performing teams and create a culture that motivates employees to deliver exceptional guest experiences?

High-performing teams are built on trust, clarity, and empowerment. I believe in leading with authenticity, maintaining open communication, and ensuring every team member understands the purpose behind what we do.

Creating a positive culture starts with valuing people and giving them the confidence to make decisions. When employees feel respected, supported, and accountable, they naturally take ownership of the guest experience. My role is to provide clear direction, remove obstacles, and create an environment where individuals and teams can thrive while staying committed to delivering excellence.

Cinnamon Grand Colombo hosts many of the country’s most prestigious international conferences, business events, and celebrations. What makes the hotel unique within Sri Lanka’s hospitality landscape?

Cinnamon Grand Colombo is more than a hotel, it is one of Colombo’s most recognised hospitality landmarks. Its unique strength lies in its ability to cater to a diverse range of guests, from international business travellers and conference delegates to families, leisure guests, and local patrons.

The hotel is also recognised as a leading culinary destination, offering an exceptional collection of award-winning dining experiences. Combined with its central location, extensive event facilities, spacious accommodation, and genuine Sri Lankan warmth, Cinnamon Grand Colombo continues to serve as a gateway to Colombo where meaningful connections and memorable experiences are created every day.

What further sets us apart is our ability to showcase Sri Lankan hospitality not only within the country but also beyond its borders.

This year, Cinnamon Grand had the privilege of catering at two major Sri Lankan events in India, bringing our culinary expertise, talent, and cultural heritage to international audiences. These opportunities reflect our commitment to being ambassadors for Sri Lankan hospitality while continuing to elevate the country’s reputation on the global stage.

Guest expectations continue to evolve rapidly. How is Cinnamon Grand Colombo adapting to new trends in travel, digital experiences, wellness, and sustainability?

Today’s travellers are seeking experiences that are personalised, seamless, authentic, and responsible. At Cinnamon Grand Colombo, we continue to invest in technology and innovation that make the guest journey more convenient and efficient while maintaining the human touch that remains at the heart of hospitality.

We are also seeing growing interest in wellness, sustainability, and meaningful local experiences. Our approach is to integrate these expectations into the overall guest experience through responsible business practices, enhanced wellness offerings, and experiences that reflect the rich culture of Sri Lanka. The goal is to balance innovation with genuine hospitality to create experiences that are both modern and memorable.

Sri Lanka has enormous tourism potential. In your view, what opportunities should the country prioritise to strengthen its position as a leading destination in the region?

Sri Lanka possesses a remarkable combination of natural beauty, cultural heritage, wildlife, cuisine, and warm hospitality. To strengthen its position as a leading destination, the country should continue investing in destination marketing, infrastructure development, and product diversification.

There are significant opportunities to further promote experiential travel, wellness tourism, sports tourism, film tourism, culinary tourism, and sustainable tourism initiatives.

Equally important is maintaining consistent service standards and creating memorable guest experiences that encourage repeat visits and positive word-of-mouth recommendations.

By working collectively as an industry, Sri Lanka can continue building its reputation as one of the most compelling destinations in the region.

Beyond business success, how would you like your leadership legacy to be remembered within Cinnamon Grand Colombo and the wider hospitality industry?

I would like my legacy to be defined by people. Success is not only measured by business performance but also by the impact we have on those around us.

If I can be remembered as a leader who empowered people, developed future talent, led with integrity, and created a culture built on trust and transparency, that would be incredibly meaningful. Hospitality is ultimately about people serving people, and I believe the greatest achievement of any leader is leaving behind stronger teams, stronger individuals, and a culture that continues to thrive long after they have moved on.

In your view, what are the five most critical factors that every successful hotelier must keep in mind to achieve long-term success, maintain service excellence, and build a sustainable hospitality business?

Firstly, always remain people-centric. Guests and employees are the foundation of every successful hospitality business.
Secondly, lead with clarity and simplicity. Clear direction creates confidence, alignment, and consistency.

Thirdly, communicate openly and transparently. Trust is built through honest and authentic communication.

Fourthly, stay grounded and lead by example. The best leaders remain approachable, visible, and connected to their teams.
Finally, empower people to excel. Drive excellence through empowerment and not control. Sustainable success comes from creating an environment where individuals are trusted, supported, and encouraged to take ownership.

When these principles are consistently applied, they create a strong foundation for service excellence, long -term growth, and a resilient hospitality business.