Exclusive Interview | Ms Kim Chau Huynh, Food & Beverage Director, Hotel Blackhawk - Davenport IA
/“EXCELLENCE Is NOT an ACT, But a HABIT! ”
Tell us about your journey. How did it all start?
Reunited with my husband in the US and living here for about a year, recently I have been appointed as Food & Beverage Director at the Hotel Blackhawk in Davenport. It was a great moment, and I am thrilled to share the remarkable story of my career.
Like many of us, I have encountered numerous highs and lows along the way, each of which has shaped me into a stronger and more resilient professional. It all began when I made a courageous decision to step away from Montreal -Canada, making my leap back to my country and joining Park Hyatt Saigon as part of the pre-opening team.
I started my journey within the F&B department and had held several leadership positions with different companies. I ended up as Assistant GM with Tribe Hospitality where I had more chance to build up several concepts for F&B outlets in my country. During that time, I had more chance to travel and experience in different countries such as Thailand, Malaysia, Singapore, Hong Kong, China & Australia for our business purposes and especially in the Philippines for a period training.
I was entrusted with spearheading groundbreaking initiatives and became an integral part of a committee dedicated to building up our company structure and develop our procedure consistently to our F& B outlets. As the years went by, I seized every opportunity to explore different facets of the discipline, immersing myself in setting up new F& B outlets, and taking on both reactive and proactive roles. I even had the privilege of assuming leadership positions that further honed my skills. Eventually, I made a pivotal decision to venture into hotel operations, driven by a desire to expand my knowledge and become a well-rounded hospitality professional. Today, I stand tall as a true hotelier, filled with immense pride for the journey I have undertaken. Tribe Hospitality has been my constant companion, providing me with unparalleled opportunities for personal and professional growth at every step.
Through my story, I aim to ignite a fire within you, urging you to pursue your passions with unwavering determination. Dare to dream and seize the opportunities that come your way, for it is in these moments that true growth and fulfillment reside.
Remember, each person’s path is unique, so carve your own trail, embrace calculated risks, and maintain an unyielding focus on your goals. I wholeheartedly encourage you, especially female team members to consider adding your value to build up your own extraordinary journey, where endless possibilities await.
What do you think it takes to succeed in this industry?
For me, “EXCELLENCE Is NOT an ACT, But a HABIT!” Perseverance and grit are essential to succeed in the industry. It is hard work, being on your feet for hours and is not for the weak hearted. It is important not to give in to failures. We all have our good and bad days. A great guest comment can make your day.
A hug from your boss after a particularly tiring or difficult day is sometimes all that you need to bounce back. It is also important to have a strong support system at home who selflessly forgive you for all the missed birthdays, anniversaries, festivals not celebrated together and just listen patiently while you rant about how your day went without being judgmental. Moreover, the hospitality industry is a vibrant and ever evolving one, requiring individuals to possess a unique set of qualities to thrive. While grit and determination are essential for navigating through challenging times, it is the unwavering passion, unwavering commitment, and relentless customer focus that truly make a difference and keep the journey exciting and fulfilling. In this industry, success is not merely measured by financial achievements, but by the ability to create memorable experiences for guests, build lasting relationships, and constantly adapt to the changing needs and preferences of our customers. It takes a deep understanding of the industry, a willingness to embrace innovation, and a genuine desire to exceed expectations.
Moreover, the ability to collaborate effectively, lead with empathy, and inspire others is crucial in fostering a positive and thriving work environment. Ultimately, success in this industry is a culmination of passion, dedication, adaptability, and an unwavering commitment to delivering exceptional experiences to our valued guests.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
As a leader, I seek out candidates who possess the qualities that align with our organization’s success. Above all, I prioritize two essential attributes: a transformative mindset and an insatiable thirst for knowledge. I believe that individuals with a forward- thinking attitude and a genuine hunger to learn and grow are the driving force behind innovation and progress. Their positive outlook and unwavering curiosity empower them to overcome challenges and seize opportunities in our ever-evolving industry.
Additionally, I value candidates who demonstrate exceptional interpersonal skills, fostering collaboration and creating a harmonious work environment. Their commitment to excellence ensures that our organization consistently delivers exceptional results. By selecting candidates who embody these attributes, we cultivate a team of inspired individuals who not only thrive personally but also contribute to the collective success of our organization. Having a chance to work with me, I would love to seek individuals who are energetic, passionate, and savvy. Candidates who possess a proactive mindset and a hunger for learning, I encourage them to showcase their enthusiasm and dedication.
Collaboration and innovative thinking are highly valued. While these qualities are not an exhaustive list, they do lay a robust foundation. Above all, an enduring enthusiasm for serving people acts as the driving force that empowers individuals to embark on a rewarding career in the world of hospitality.
What strategies have you employed to create a positive and motivating work environment for the associates?
I firmly believe that the work culture within an organization exerts a profound influence on the productivity and well-being of its employees. Therefore, cultivating a positive and nurturing work environment is paramount. Recognizing that we collectively invest a significant portion of our lives at the workplace, I prioritize fostering a culture of inclusivity, respect, and support among the hotel staff. In essence, I endeavor to build a sense of unity, akin to a familial bond, rather than merely a professional camaraderie.
My accessibility and openness to provide guidance and support when needed are fundamental to this approach. Motivating the team to continuously strive for excellence is a cornerstone of our work culture. Equally important is granting them the autonomy to execute their roles, as I firmly believe that granting individuals the freedom to operate enables them to unleash their full potential. The bedrock of our work environment is mutual trust and the assurance that, in turn, my team has my unwavering support.
This collective commitment to a harmonious and motivational workplace forms the cornerstone of our success.
Share some of your secrets in keeping an engaged, safe, and happy team.
I have been blessed to work with diverse teams of different age groups and faiths. I remember in my stint at San Antonio, Texas that I was working with people who were doing the same job for the last 30 years which was even before I was born. The key to winning their confidence was just empathy and giving them patient hearing. Their experience of handling the situation helped me sail through while they stood like a rock beside me handling guests professionally like they had done for years demonstrating their famed hospitality.
Working with a younger team is a different game. It is important to take the role of their friend, speak their language and step back at times to allow them to make mistakes and learn from them. Some of my closest friends are from hotels and though we may not speak often but we understand pretty well and we might just have a phone call for help, guidance or just a listening ear.
What advice would you give to a young, aspiring hotelier for their internship?
To the aspiring young hoteliers embarking on their internships, I offer the following advice: Welcome the challenges that come your way, as they serve as steppingstones to your personal and professional growth. The early stages of your journey might seem daunting, but don’t be discouraged. With persistent determination, diligent effort, and a genuine thirst for knowledge, you will unquestionably carve your own path to success.
Embrace the mindset that the glass is always half empty and it’s up to you to see the positive angle and aim to make it happen. In the hospitality industry, challenges are inevitable, but it is your perspective that will shape your experience. This industry is not for the faint-hearted, but it is also unparalleled in its ability to shape and mold you into a well-rounded individual capable of navigating various aspects of life. It provides you with the inspiration to become a better version of yourself and break through any limitations or barriers that may exist. Embrace every opportunity to learn, grow, and exceed expectations. Embrace the diversity of experiences and interactions that come your way.
Embrace the chance to make a positive impact on the lives of others. By adopting a positive mindset and embracing the transformative power of hospitality, you will not only excel in your internship but also lay the foundation for a successful and fulfilling career in this dynamic industry.
What is the single factor that you got your promotion?
Don’t be afraid to ask questions. Don’t be afraid to ask for help when you need it. Asking for help isn’t a sign of weakness or a sign of strength because it shows you have the courage to admit when you don’t know something; and that then allows you to learn something new. Even when you’re struggling, even when you are discouraged and feel like other people have given up on you. Don’t ever give up on yourself. Just keep going and moving forward.
What are some of the trends you see impacting the hospitality industry?
The hospitality industry is adapting to evolving guest needs with trends such as technology integration, sustainability, personalized and experiential travel, wellness travel, and social media influence. These trends drive innovation and unique offerings in a competitive marketplace. And we also see a growth in the travel of senior citizens as a new segment.
What tech would you like to see in operations?
The hospitality industry starts revolutionizing their operations and enhancing their guests’ experiences by embracing technology. With the right technological solutions, hotels can streamline operations, provide personalized experiences, make data-driven decisions, optimize revenue, and ensure the safety and security of their guests and staff.
By embracing innovative technology, hotels can unlock their full potential and create unforgettable experiences for their guests. Just like AI has the potential to revolutionize the hospitality industry, from personalized guest experiences to streamlined operations.
For example, AI-powered chatbots can provide instant customer support and personalized recommendations, enhancing the guest experience. In terms of specific jobs, AI may automate repetitive tasks, freeing up employees to focus on more creative and strategic roles.
Give us your take on diversity and inclusion in the hospitality industry. What do you think is good, and what needs to be done?
Diversity, equity, and inclusion (DEI) have become increasingly important topics in the hospitality industry worldwide. The concept of DEI revolves around recognizing and valuing differences and creating an inclusive environment that encourages and supports all individuals regardless of their race, ethnicity, gender, religion, or sexual orientation. The hospitality industry, which is known for its diverse customer base, has a unique opportunity to showcase its commitment to DEI by promoting a culture of inclusion that welcomes and embraces diversity.
The hospitality industry is a people-centered industry that thrives on customer satisfaction. The industry’s success depends on its ability to create an environment that is welcoming and accommodating to all customers, regardless of their backgrounds. In today's increasingly diverse world, customers are more likely to seek out businesses that reflect their values and beliefs. Therefore, companies that embrace DEI are better positioned to attract and retain customers from diverse backgrounds.
Moreover, DEI is not only about attracting customers but also about creating a work environment that is inclusive and respectful of all employees. The hospitality industry is known for its high employee turnover rates, and a lack of DEI can contribute to this trend. Employees who feel undervalued or excluded are less likely to be engaged and committed to their jobs, leading to increased turnover rates and decreased productivity.
The hospitality industry has made progress in recent years in terms of embracing DEI. Many companies have implemented policies and programs aimed at promoting diversity, equity, and inclusion. For example, my current working place in Davenport IA was managed by Marriott International, one of the world’s largest hospitality companies. The hotel has established a Diversity and Inclusion Council that is responsible for creating and implementing strategies to promote diversity and inclusion throughout the organization. The council has established several employee resource groups, including groups for women, people of color, and LGBTQ employees, to provide support and networking opportunities.
Similarly, there are many other examples of hospitality companies that have successfully implemented DEI practices in their operations. Hilton Worldwide has a Diversity and Inclusion Committee that is responsible for creating and implementing programs aimed at promoting diversity, equity, and inclusion. The committee has established a mentoring program for women and people of color, as well as an employee resource group for LGBTQ employees. Hyatt Hotels
Corporation has received numerous awards for its commitment to diversity and inclusion. Hyatt has established several employee resource groups, including groups for women, people of color, and LGBTQ employees, to provide support and networking opportunities. The company also provides unconscious bias training to all employees and has implemented a diversity scorecard to track progress in promoting diversity and inclusion throughout the organization. Another example is AccorHotels, which has implemented several programs aimed at promoting diversity and inclusion. The company has established a Women at AccorHotels Generation program, which provides leadership training and networking opportunities for women employees.
AccorHotels also partners with local organizations to promote diversity and inclusion in the communities where it operates.
However, despite these efforts, the hospitality industry still has a long way to go in terms of promoting DEI. A study conducted by the Center for Hospitality Research at Cornell University found that racial and ethnic minorities and women are underrepresented in management positions in the hospitality industry. The study also found that women and minorities are paid less than their white, male counterparts. These disparities can be attributed, in part, to a lack of DEI practices in the industry.
Overall, promoting diversity, equity, and inclusion in the hospitality industry is critical for creating a welcoming and inclusive environment for employees and customers. By actively recruiting and hiring employees from diverse backgrounds, promoting equity in the workplace, and fostering a culture of inclusion, hospitality companies can attract and retain top talent and provide excellent service to their diverse customer base.
What should the industry do to encourage more young ladies to join the industry?
Improve industry perception: Work on changing the negative perception of the industry by promoting the positive aspects, such as diverse career opportunities, the chance to travel, and the ability to make a real impact on people's experiences. When I speak to hoteliers and explore the reasons for their long career in the industry, so much comes down to the community and family that grows within the hotel and the wider industry.
Offer competitive compensation and benefits: To compete with other industries, hospitality businesses need to provide competitive pay, benefits, and opportunities for career growth. I know it is very tough, but you can have the most flexible, happiest, positive atmosphere, but pay is still the primary concern when making a decision! Through the use of technology, we are able to improve the productivity of many areas of our businesses and perhaps employ fewer people on higher incomes.
Provide training and development opportunities: Invest in developing the skills of young employees through apprenticeships, internships, and on-the-job training. This will not only help in attracting young talent, but also in retaining them. Think about offering exchange programs with other hotels? Students are familiar with this approach at university and could represent a great opportunity.
Strengthen partnerships with educational institutions: Collaborate with schools, colleges, and universities to raise awareness about the industry and promote hospitality as an exciting career choice. This could also involve engaging with industry programs such as The Master Innholders Aspiring Leaders program. Why not offer to send a speaker to do a guest lecture? Why not head over to do some career fairs on campus?
Showcase success stories: Highlight the success stories of young professionals who have built rewarding careers in the hospitality industry, which can inspire others to follow a similar path. No one can ever argue with your own story and if we are vocal about what we love about the sector, this will help elevate the longevity and prospects of a career in hospitality.
Embrace technology: Adopting new technologies and innovations in the hospitality sector can make the industry more appealing to tech-savvy young people. It is so important that progress is clearly shown with tech adoption as it will directly counter the perception of backwards, antiquated technology!
Promote work-life balance: Implement flexible work schedules, provide support for employee well-being, and foster a positive work environment to make the industry more attractive for young talent.
