UGA’s vision of authentic luxury, purpose-driven hospitality, and deep cultural roots
In an era where luxury travel is rapidly evolving, Uga has emerged as a leading light in redefining what it means to journey meaningfully. Rooted in the soul of Sri Lanka, Uga is more than a collection of high-end resorts—it is a philosophy, a promise, and a purposeful way of seeing and experiencing the world with a deep reverence for nature, culture, and community. Uga crafts experiences that are not just luxurious but transformational.
In this interview, we explore the heart of Uga’s brand ethos—from its commitment to environmental sustainability and cultural preservation to its passion for personalized service and immersive guest experiences. The conversation with Marcelline Paul, VP of Sales and Marketing at Uga, reveals how the brand is setting new benchmarks in Sri Lanka’s luxury hospitality sector, positioning itself as a steward of authenticity, and a storyteller of Sri Lanka’s rich natural and cultural heritage. Through this dialogue, we uncover what truly sets Uga apart—its ability to go beyond hospitality and deliver journeys that linger in memory, long after the stay ends.
How would you describe the core philosophy of the Uga brand?
Uga embodies an unwavering commitment to crafting one-of-a-kind journeys that leave an indelible imprint on all who experience them. Rooted in authenticity and guided by purpose, every detail is infused with a passion to enrich lives and celebrate the essence of Sri Lanka.
Attention to quality and the art of crafting personalised journeys are at the heart of the Uga experience. We invite travellers to feel “Beyond the Now” –a perspective that encourages deep consideration of every encounter, ensuring these moments resonate far beyond the present.
At Uga we are immensely proud of our country’s abundant nature, culture and history, deeply aware of their rarity in the modern world. Our approach to appreciating this abundance is one of collective discovery—a shared journey with guests, colleagues and community partners to uncover and form deeper connections with the destinations we passionately call home. This journey is guided by our principles, where genuine care for the environment and communities is integral to every experience.
We aim to inspire curiosity and adventure in our guests, inviting them to explore culture, heritage and personal growth. Through this shared exploration, we foster a deeper appreciation and understanding of our world, ensuring every journey with Uga is both transformational and enduring.
Uga is Authentically Sri Lankan
• Generosity and friendliness of Sri Lankan hospitality
• Celebrating Sri Lankan cuisine that takes centre stage at every property
Uga is Destination First
• Experiences off the beaten track that highlight each destination and its uniquely Lankan aspects
• Menus inspired and connected to regional/local cuisine
Uga is Inimitable
• Approx an acre per room in terms of location to room ratio
Focus: Uga Chena Huts and Uga Ulagalla
• Average room size is the largest in Sri Lanka
• Every standalone unit has a private pool
Uga is Community
• Strong partnership with the local community i.e. Elephant Research Centre
• Sustainable/long-term community outreach i.e. 6 clean water projects and counting
What sets Uga apart in Sri Lanka’s luxury hospitality market? What about compared to other luxury hotel brands in the world?
Uga Resorts differentiates itself in the Sri Lankan luxury hospitality market through its boutique experiences, cultural immersion, commitment to sustainability, and personalized service. Compared to other global luxury hotel brands, Uga offers more intimate and culturally rich experiences, emphasizing local identity and strong community ties, whereas many international brands may focus on larger-scale operations with less emphasis on local context and personalized interactions. This positioning allows Uga Resorts to appeal specifically to travellers seeking authenticity and sustainability in their luxury experiences.
When Uga develops a property, we do not overdevelop, preferring to preserve the natural habitat of the area, which ties into our sustainability. Uga focuses on less is more. International brands would not preserve the area in the same way or would develop to a much greater level with much more keys.
How do you maintain consistency in guest experience across such unique and diverse properties?
Uga creates comprehensive Standard Operating Procedures followed by extensive training to attain consistent standards in service. However, the guest experience differs at each property, they each stand alone, offering their own distinctive experience.
Sustainability is a key theme in modern hospitality. How has Uga integrated sustainability into its day-to-day operations?
Sustainability at Uga properties begins at the design development stage. We consider our environment, cultural and historical significance, architecture, community relations, and sustainable design elements when planning, building, and commissioning new properties. With a strong foundation, we integrate sustainability into every aspect of our operations, from welcoming guests to managing waste sent to landfills.
We are committed to reducing our carbon footprint, water footprint, and waste generation while maximizing the efficiency and productivity of our resources. This commitment is supported by a structured sustainability management system led by a dedicated sustainability and compliance staff member and a sustainability committee at each property. We provide staff training, engage employees in sustainable activities, and have established sustainability KPIs for all departments.
From a leadership perspective, how do you balance ecological responsibility with profitability?
We firmly believe that environmental well-being and social well-being go hand in hand. The strength of our connection with the environment and our community relations lays the foundation for profitability. Over the past decade, we have established a legacy in the luxury hospitality industry by choosing to locate our properties in environmentally sound areas.
Our commitment extends beyond mere business operations; we strive to support local communities and our staff with care, fostering friendship and mutual growth for all parties involved. The Uga Care Foundation, with its core vision of Water, Wildlife, and Women, serves as a clear example of our dedication to balancing ecological stewardship with social responsibility.
Can you share specific sustainability initiatives across your hotels—whether in energy use, waste management, or biodiversity protection?
Uga Ulagalla is a LEED Silver certified property, while Uga Chena Huts holds a LEED Gold certification. All our main resorts are equipped with onsite solar energy systems that generate between 4% to 11% of our electricity from renewable sources. Over 80% of our light bulbs are LED, and all guest rooms at Uga Chena Huts feature inverter air conditioners.
Water conservation is crucial in our property regions, so we have implemented various practices, including minimal landscaping and low-flow water fixtures. The Elephant Research Centre at Uga Ulagalla represents our signature CSR project focused on biodiversity protection. This project supports the National Database by monitoring and reporting the behavior of wild elephants in the Nachchaduwa area. Additionally, we have installed an electric fence around a nearby village to protect residents from wild elephants while preserving their habitat and assisting in the Human-Elephant Conflict in the region.
A key aspect of our waste management process is separating waste at its source. We provide color-coded waste bins at all locations, ensuring recyclables are collected separately and delivered to selected waste buyers. Most of our food waste is repurposed as animal feed, with a target of diverting 20% or less to landfills. We have also eliminated single-use plastics in most of our products and continue to seek environmentally friendly alternatives.
How important is environmental storytelling in the guest journey at Uga properties?
Environmental storytelling plays a crucial role in the guest experience at Uga properties. We aim to share our sustainability successes with our guests to demonstrate our commitment to reducing environmental, ecological, and social impacts. This not only enhances the value of our responsible business practices but also ensures guests feel confident in their choice of accommodation.
By integrating these stories into the guest journey, we create memorable experiences that resonate with our visitors. We also encourage guests to participate in our CSR projects, fostering a deeper connection to the local community and our sustainability efforts. We believe in sharing stories backed by factual information that highlight the positive impacts we are making, rather than just concepts or aspirations. This approach helps engage our guests and enriches their stay with meaningful experiences.
Uga is deeply rooted in Sri Lankan culture. How do you incorporate local heritage into the guest experience while also supporting local communities?
At Uga properties, we believe that immersing guests in the local culture enriches their experience and fosters a deeper appreciation for the area they are visiting. To this end, we offer a range of excursion activities designed to highlight local traditions and provide meaningful interactions between guests and community members.
1. Community-Led Tours: We organize tours led by local residents who share their unique insights and stories about the region’s history, customs, and way of life. Guests have the opportunity to explore nearby villages and learn about traditional crafts, agricultural practices, and local rituals. An example would be the Tea Experience at Uga Halloowella.
2. Culinary Experiences: Guests can participate in experiences featuring authentic Sri Lankan cuisine, guided by home cooks. The Kamatha Dining Experience at Uga UIagalla not only introduces guests to traditional Lankan dishes but also provides a platform for deeper cultural exchange as the hosts share the origins and significance of the recipes.
What are some of the ways Uga gives back to the local communities around each of its hotels?
To strengthen our relationship with local communities, we actively involve them in our business processes in several meaningful ways:
1. Local Employment: We prioritize hiring staff members from the surrounding communities, giving preference to those residing within a 30 km radius of our resorts.
2. Supporting Local Suppliers: We source most of our vegetables, fruits, meat, and poultry from local suppliers. Additionally, we collaborate with small-scale vendors who provide cooked food, including women who join our kitchen teams to manage action stations for guests.
3. Community Labor: When extra labour is required, we select individuals from local communities to support our operations.
4. Collaborating with Local Service Providers: At Yala, all safari vehicles are supplied by local service providers, ensuring that our excursions promote local business.
5. Cultural Experiences: Some of our excursion activities highlight local culture, providing opportunities for community members to interact with guests and share their traditions.
Through these initiatives, we aim to foster a strong partnership with local communities while enhancing the guest experience at our properties.
How does the brand ensure it uplifts and empowers local talent within the organization and its surroundings?
Uga is dedicated to uplifting and empowering local talent within the organization and the surrounding community through several key initiatives:
1. Community Recruitment: We actively seek and recruit employees from the local community to create job opportunities and contribute to the economic development of the area.
2. On-the-Job Training: Our structured training programs are designed to upskill employees in essential areas such as guest relations, culinary arts, and housekeeping, ensuring they are well-prepared for their roles.
3. Knowledge Sharing: We collaborate with small businesses within the community to enhance their quality standards and align their products with the hotel’s needs, fostering mutual growth and community support.
4. Career Advancement: We provide clear career paths and opportunities for locals, encouraging them to aspire to higher positions within the organization and achieve their professional goals.
Through these initiatives, Uga is committed to creating a positive impact by developing local talent and contributing to the overall well-being of the community.
What is your approach to staff training, particularly in remote or nature-integrated locations like Yala or Trincomalee?
At Uga properties, we focus on comprehensive staff training programs tailored to equip local talent with the skills needed for exceptional customer service.
1. Language Training: We enhance staff members’ English proficiency and conversational skills to improve communication with international guests.
2. Soft Skills Development: Emphasizing empathy, adaptability, and teamwork, we conduct workshops that help staff engage positively with guests and handle challenges effectively.
3. Customer Service Training: Comprehensive training includes best practices for personalized service, attention to detail, and managing guest feedback, ensuring we meet international hospitality standards.
4. Nature and Sustainability Education: Training on environmental sustainability and local wildlife promotes responsible tourism and awareness of conservation efforts.
5. On-the-Job Mentorship: Experienced team members mentor newer staff, facilitating collaborative learning and strong team dynamics.
How do you cultivate service excellence while preserving the warm, authentic hospitality Sri Lanka is known for?
We foster service excellence by integrating ongoing training and development with the authentic hospitality Sri Lanka is renowned for. Our continuous training blends internal service standards with local traditions, enhancing staff’s understanding of cultural hospitality. By empowering team members to personalize guest experiences and prioritizing feedback for improvement, we ensure that our commitment to excellence complements the warmth of Sri Lankan hospitality. We cultivate a home-away-from-home feeling/environment that sets the tone for the warmth of Uga hospitality.
How do you prepare your teams to be not just service providers, but storytellers and stewards of nature?
We prepare our teams to be storytellers and stewards of nature through role-playing exercises that enhance their frontline service skills until they reach required competencies. We foster a culture of ownership in their respective areas and provide training on environmental standards, enabling staff to confidently discuss our sustainability, community, and conservation efforts with guests.
What does the future look like for Uga in terms of expansion—are there plans to grow beyond Sri Lanka or add more properties locally?
The current plan is to continue growing the Uga footprint within Sri Lanka, focusing on unique destinations that offer immersive experiences. For example, the next property will be located in Ella, near the Nine Arch Bridge. It will provide Uga the opportunity to enter a destination that is lacking in the high-end market.
When considering new destinations or properties, what are the key criteria you look for to ensure alignment with the Uga brand?
We ensure the location has historical sites, distinctive natural habitat, and/or culturally experiential experiences. The destination has to be strong in its offering, and the Uga guest experience is built around it. We search for pristine locations, that are in the heart of a destination but still keeps away from the hustle and bustle of the busier parts of the destination.
How do you see luxury travel evolving in Sri Lanka, and how is Uga positioning itself to lead that evolution?
Specifically, we believe the next focal point in luxury tourism growth will be wellness. Currently there is a gap in the market as there are no high-end wellness properties even though SL in known for Ayurveda. This is an area that we are looking to extend our services.
Other areas transforming in luxury travel include sustainability and experiences, positioning Uga Resorts as a leader in this evolving market. By focusing on curated experiences and services, community engagement, and authentic Sri Lankan hospitality, Uga Resorts is well-equipped to cater to the discerning luxury traveller looking for unique and responsible travel experiences. This combination not only promotes the natural beauty and culture of Sri Lanka but also ensures guests have a memorable and impactful stay.
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