Tell us about your journey as a hotelier.

I started my career in the hospitality sector more than 30 years ago in Switzerland, as a passionate hotelier keen on providing outstanding client experiences. I gained insights while working, from the front line of operations to the corporate office with top professionals at hotels around Europe, the Middle East, and Southeast Asia.  

What are some of the trends you see impacting the hospitality industry?

Sustainability and eco-mindfulness have become increasingly significant with hotels and guests embracing responsible practices. At Anam Cam Ranh, we have a robust farm to table concept as we invest in our on-site herb and kitchen garden. At Anam Mui Ne and Cam Ranh, we introduced eco-friendly wooden key cards, replacing plastic water bottles with recyclable glass bottles, plastic straws with rice straws, plastic bags with bamboo bags.

What tech would you like to see in operations? What operational problems need tech solutions?

I believe that technology can help streamline operations and enhance the guest experience. In operations, I would like to see more efficient inventory and resource management systems that reduce waste and increase cost-effectiveness. My motto has always been: Automate the predictable, so you can humanise the exceptional! Embrace new technologies to take care of the predictable.

What is the one technology, app, or software feature you would like to see? 

A comprehensive guest app that not only facilitates seamless check-in and room control but also offers personalised recommendations for activities, dining, and local experiences. Technology is also a major facilitator in offering cutting-edge MICE facilities. It plays a pivotal role in delivering exceptional experiences for large-scale and corporate gatherings at The Anam Vietnam. We are constantly striving to stay at the forefront of innovation. Advanced technological infrastructure in our meeting rooms, including projectors and state-of-the-art sound systems, to help us elevate our capabilities.

What do you think it takes to succeed in this industry?

I feel one must be enthusiastic about the process to offer guests heartfelt services. In this ever-evolving industry, adaptability is an asset. One must cultivate strong leadership, good communication, and the ability to encourage and empower your team. A grasp of the business side of hospitality, including financial management and stakeholder relationships, is essential for long-term success.

Two things you would like to change in the industry.

I would like to recommend the need for more extensive and inclusive training and development programs as our industry is built on the shoulders of its staff. We need to address retention as the high turnover rate and retaining skilled professionals remain a challenge. We should focus on creating more attractive career paths, providing growth opportunities, and inclusive environment. At Anam Mui Ne, we encourage our staff members to don traditional Cham costume and participate in culturally immersive processions. At both the properties, we invite family members to conduct cooking classes for guests.   

What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?

We search for individuals who share our enthusiasm for our brand, and hospitality and have a strong work ethic. The ability to adapt to changing conditions is appreciated. 

What is your favourite question for a candidate interview and why?

One of my favourite interview questions is, “Can you share a time when you demonstrated exceptional teamwork in a challenging situation?” This question reveals a candidate’s ability to communicate effectively, problem-solving aptitude, and maintain a positive attitude in difficult scenarios. 

What advice would you give a young, aspiring hotelier for their internship?

I would advise aspiring hoteliers to be proactive and keen to learn throughout their internship. Learn all you can about the organization, from visitor interactions to operations. Enquire, seek guidance, and don’t be hesitant to try new things.