'Anyone who likes to see others smile, hospitality is the industry for them'

Few sectors offer the opportunities that the hospitality sector does. It allows you to serve people who are changing the world. And for those who enjoy making others smile and prioritise others' needs, this is the ideal industry. I encourage the younger generation to explore this industry and urge the media to highlight its potential, said Shakawath Hossain, the chief executive officer of Unique Hotel and Resorts PLC, during an exclusive interview with The Business Standard. Unique Hotel and Resorts PLC owns The Westin Dhaka, Sheraton Dhaka, and HANSA. As CEO, Shakawath Hossain is the youngest professional in Bangladesh to manage three leading hotel brands. TBS spoke with him about his journey and the country's hospitality industry.

Can you share your journey in the hospitality industry? How did it begin?

I have been working in the hospitality industry for over 20 years. Back in the 2000s, there was little awareness about this sector, but its uniqueness and the opportunity to work part-time drew my interest.

I started as a part-timer at the then Sheraton and enjoyed my experience so much that I decided to pursue a career in this field. I completed a two-year diploma at the National Hotel & Tourism Training Institute and began my internship at Pan Pacific Sonargaon.

Later, I sought a permanent role, and in 2007, I joined The Westin Dhaka. Over the years, I worked across all operational departments, eventually specialising in the front office. I held leadership positions such as director of operations and director of operational excellence, becoming the resident manager in 2016. 

I was proud to be the first Bangladeshi national appointed as The Westin Dhaka's general manager. Under my leadership, the hotel ranked among the top three in Asia Pacific for ADR and RevPAR, achieving record-breaking revenues and numerous awards between 2017 and 2019.

My contributions have been recognised with several accolades, including the Asian Curry Award 2021 from the Asian Catering Federation, UK, for leadership in hospitality. In 2024, I received the Best Hotelier of Bangladesh award at HI-AIM, the Hospitality Business Professional Award from TOAB, and the Hotelier of the Year 2024 title at the Bangladesh Travel, Tourism, and Hospitality Award Ceremony.

I am an alumnus of the Department of Tourism and Hospitality Management at the University of Dhaka, holding an MBA, an MPhil, and currently pursuing a PhD in the same field. 

I also serve as an adjunct faculty member at AIUB and Southeast University. Additionally, I am co-chairman of the Bangladesh International Hotel Association's (BIHA) standing committee on planning and development.

How did the hospitality industry navigate recovery after the challenges of Covid-19?

The business began improving in mid-2022, with visitors coming from around the world. However, we experienced a brief dip due to the national election this year. By July, we were performing well, with the first half exceeding our occupancy forecasts. Unfortunately, business slowed after the July unrest but began recovering again in October.

We adjusted some processes and offerings, which yielded positive results. As a young, energetic, and agile company, we bounced back quickly. The hospitality industry is always the first to be hit and the last to recover. Living in South Bengal, where cyclones are a part of life, you learn to adapt and keep moving forward.

What are the challenges plaguing the hospitality industry at the moment?

There are numerous meetings, seminars, and talks about the state of the hospitality industry, but they often go unnoticed. What we need is a government-affiliated regulatory body overseeing this sector.

Hospitality and tourism consist of 12 sub-sectors regulated by the government, but the most profitable sectors are often overlooked. The government needs to recognise and listen to them, offering a one-stop service for better coordination.

For the industry to thrive, a shift in mindset is essential — from the government to the regulatory bodies, owners, and staff. The private sector is leading the hospitality industry, but it requires significant government support. A major obstacle is the high cost of funds in Bangladesh. To open a five-star hotel, one needs to purchase expensive items and secure easy access to funds.

The industry also faces heavy taxation, including high import duties on food and beverages. For example, running a five-star hotel requires imported items like Wagyu steak, but high taxes make no sense if local alternatives aren't available. This burden ultimately falls on the customer, who may then take their business abroad, costing the country valuable foreign currency. Authorities must recognise these dynamics and create regulations that make sense.

Additionally, there is a shortage of quality local produce. The government should motivate and support local production of niche items, which would help attract foreign tourists.

The sector also faces a shortage of skilled personnel. While some institutes provide entry-level employees, there is a gap in mid and upper-level management. More focus on technical education and affiliation between local hospitality schools and foreign institutions can help address this.

Finally, people with industry experience should be involved in the decision-making process. If we can reduce excessive VATs and taxes, we could significantly boost foreign currency inflows.

The 28-story Sheraton hotel, a joint project of DNCC and Borak Real Estate Ltd, has faced controversy over its height and handover. What is the current status?

The Sheraton is a major brand, but after the government was unable to retain the franchise, a local businessman took the initiative to continue the project. By securing loans and partnering with the Dhaka North City Corporation (DNCC), they built the hotel, creating jobs for about 600 people. 

I won't get into the moral debate of right and wrong, but I want to make a couple of points. It is now being said that no buildings should exceed 201 feet here. If we look back, the average building height in the 80s was 25 feet, in the 90s it was 60 feet, and by the early 2000s, it was around 100 feet. Clearly, heights have been increasing.

The entrepreneur built this building with permission from the authorities. Some may argue that permission wasn't obtained from the proper authorities, but that's debatable. The court has ruled that the hotel and city corporation can divide the property up to 201 feet.

So, the government should grant permission for the hotel to operate up to 201 feet, as it would boost employment and generate significant revenue through VAT and taxes. The city corporation would also benefit from rent after taking ownership. Currently, no one is benefiting from the property.

Our owner, Mr Noor Ali, a freedom fighter and the first private citizen to bring a five-star hotel (The Westin) to Bangladesh, has inspired others in the industry. We respect whatever decision the government makes regarding the space but ask only for permission to operate.

The owner of a business profits last from it — first, the government benefits through taxes, followed by utilities, suppliers, and employees. If there are losses, the owner bears the burden.

I also believe the airport should be relocated outside the city, as it is limiting growth, causing traffic congestion, and noise pollution. In other major cities, airports are situated away from urban centres, which allows for greater development.

The government should permit us to operate, enabling us to create jobs and contribute more to the economy. If anything is not up to code, we hope they will assist in bringing it into compliance. 

Thankfully, the interim government has been positive and has formed a committee to review our case.

What advice do you have for young people interested in the hospitality industry?

I encourage young people to explore the hospitality industry. To thrive, they need three things: a positive mindset, technical expertise in a specific sub-sector, and proficiency in a second language, especially English, as it's the industry's global language.

Studying relevant courses is beneficial, and institutions like Unique Professional Development Institute, along with various universities, offer excellent programs. Even with a business degree, you can find opportunities in marketing, finance, and more.

Though the industry often requires starting from the bottom, no job is unimportant. With dedication, anyone can rise. Few sectors offer as many opportunities, and you get to serve those shaping the world. It's a glamorous, rewarding field where both men and women can contribute equally.

I urge the media to focus on this sector and portray its true potential, as there is still some stigma around it in Bangladesh. For anyone who enjoys making others smile and prioritising their needs, this is the industry for them.