Sudarshan Chapagain is the Vice President of Soaltee Hotel Limited. Prior to this role, he served as the Area Director of Finance and Business Support, SWA-East for InterContinental Hotel Groups. A Chartered Accountant by profession, Chapagain began his career at TR Upadhya & Co. and subsequently took on the position of Head of Finance at the former Hotel Del’ Annapurna. He joined InterContinental Hotels Group (IHG) in 2017. IHG provided management services to Hotel Soaltee until May 2021. The HRM Nepal interviewed Chapagain to gain insights into the growth of Nepal’s hospitality sector. The following are excerpts from the interview:
Q. How would you assess the growth of the hospitality sector in recent years?
A. The hospitality sector in Nepal has experienced significant growth in recent years. This evolution is attributed to increasing international arrivals, a rise in domestic tourism, and substantial investments in infrastructure. As the first luxury hotel chain in Nepal, we have observed a shift in modern travellers’ preferences toward authentic experiences coupled with world-class services. This trend signals a promising future for Nepal’s tourism and hospitality industry, presenting numerous opportunities for innovation and growth.
Q. Soaltee Hotel, as the pioneer in Nepal’s hospitality industry, is recognised for establishing industry standards in culture, management practices and more. How is Soaltee maintaining its leadership position by delivering exceptional services?
A. As a pioneer in service excellence, Soaltee has always raised the bar. Our approach is predicated on the knowledge of guest expectations, anticipation of needs and desires tailored to their experience epitomising exceptional service. With a strong focus on staff training, strengthening systems and processes, we ensure that our practices align with the global standards and leading luxury hospitality brand image. This relentless pursuit of quality has established Soaltee as the standard-bearer for luxury hospitality in Nepal.
Q. Soaltee has expanded its operations to Nepalgunj and Chitwan. Are there any plans for future expansion into other regions?
A. Absolutely. Soaltee has an ambitious growth strategy. In addition to Nepalgunj, we have acquired Tiger Palace Resort in Bhairahawa, which is now operating as Tiger Palace by Soaltee. We also have properties in Chitwan, Itahari, Nagarkot, Janakpur, and upcoming openings in Birgunj, Manakamana, and Godavari by the first quarter of 2025. Furthermore, we have expansion plans to operate luxury properties in Pokhara, Dhangadhi, and Mustang. Soaltee will also be going international in 2025 with a landmark property in Europe, thus making our foray into the world of luxury hospitality. These developments reflect our commitment to expanding the Soaltee legacy while continuing to offer unparalleled luxury experiences.
Q. With increasing competition in Nepal’s hospitality industry, how do you view the challenges and opportunities ahead?
A. Intense competition fosters innovation and we embrace it as an opportunity to differentiate ourselves. Our focus remains on upholding world-class service, integrating advanced technology for seamless guest experiences, and championing sustainable practices. While challenges such as rising operational costs persist, strategic investments in training and resource optimisation enable us to stay ahead. Ultimately, competition drives us to continuously elevate hospitality standards in Nepal. However, the growing room inventory has resulted in unhealthy competition within the market. Instead of exploring new markets and expanding the industry’s reach, many hotels have resorted to lowering rates to secure existing business. This short-term approach not only erodes profitability but also limits the overall economic benefits that a thriving hospitality sector can bring. It is crucial for the industry to shift its focus toward innovation and market diversification to ensure sustainable growth and long-term success.
Q. Soaltee has ventured into providing management services. How is this initiative progressing?
A. The journey to position Soaltee as a premier management service provider is progressing steadily. Drawing from decades of expertise, we have begun extending these services to hotel investors, garnering strong interest from both local and international hotel owners. As we grow this vertical, our focus remains on delivering the hallmark excellence and brand recognition associated with Soaltee Hotels. Our overarching objective is to enhance foreign currency inflow through management fees while offering guests an authentic local experience seamlessly blended with global standards.
Q. Soaltee was previously managed by international brands. How has transitioning to self-management impacted operations?
A. Self-management has allowed us greater control and alignment with our brand ethos. While international brands introduced valuable global best practices, managing independently has enabled us to incorporate local culture and create bespoke services that resonate with our guests. This approach provides operational flexibility and a deeper connection to our core values, helping us craft experiences that are distinctly Soaltee. Further this has helped in foreign currency remittance savings.
Q. What key management practices have you adopted from your experience with international brands?
A. International brands brought key practices such as efficient operational frameworks, global marketing strategies, and a focus on guest satisfaction. We have seamlessly integrated these elements while adapting them to Nepal’s unique cultural and market needs. This blend of global insights and local relevance ensures that Soaltee delivers world-class hospitality with a distinctive Nepali touch.
Q. Considering Nepal’s goal of attracting two million tourists by 2030, what key gaps do you identify in the country’s tourism sector development?
A. A critical gap lies in improving connectivity between key tourist hubs. Enhanced infrastructure, including roads, air travel options, and reliable public transport, is essential. Additionally, professional training programmes in the hospitality sector are needed to meet international standards and ensure a world-class experience for tourists. Addressing these gaps will be vital for achieving the ambitious target.
Q. Which areas should Nepal prioritise to attract more tourists?
A. Nepal needs to diversify its offerings beyond trekking to include adventure tourism, luxury travel and wellness retreats. Promoting year-round attractions such as cultural festivals and eco-tourism will also help. Investing in digital marketing to position Nepal as a versatile and all-season destination is key to drawing a broader audience.
Q. In what ways can improved public infrastructure contribute to the growth of the tourism sector?
A. The government should prioritise transportation infrastructure, including expanding airports, building better roads and enhancing digital connectivity. Additionally, sustainable tourism practices, such as eco-friendly waste management, will attract environmentally conscious travellers and position Nepal as a responsible tourism destination.
Q. Are there any unexplored opportunities in Nepal’s tourism sector?
A. Certainly, rural tourism holds tremendous potential for Nepal. A collaborative effort between the government and private sector can foster community-based initiatives that showcase authentic cultural experiences while uplifting local economies. Investments in eco-tourism and agri-tourism can further diversify Nepal’s offerings, appealing to niche markets and broadening its appeal. However, a significant challenge lies in Nepal’s under-marketing on the global stage. These unique tourism packages must be strategically promoted worldwide to position Nepal as a diverse and vibrant destination.
Q. What are some of the significant milestones achieved by Soaltee in its contribution to Nepal’s tourism sector?
As Nepal’s first luxury hotel chain, Soaltee has played a pivotal role in developing the country’s tourism infrastructure. From hosting world leaders and dignitaries to introducing global standards of hospitality, our achievements have elevated Nepal’s standing on the international tourism map. Our continuous efforts to innovate and excel remain integral to Nepal’s tourism growth.
Q. What are Soaltee’s future focus areas to maintain its leadership position in the hospitality industry?
A. Our focus will be on expanding both domestically and internationally, embracing technology to enhance guest experiences, and committing to sustainable practices. By combining innovation with service excellence, we aim to set new benchmarks in hospitality and lead the industry into a brighter future.
