Following the implementation of the project “Operational Strategy Consulting and Customer Experience Management”, Lead-UP Academy had the opportunity to collaborate with Hoi An Historic Hotel during the initial phase of the project, which involved on-site assessment and practical working sessions at the property.

This was not merely a professional engagement, but a meaningful journey—one in which we clearly perceived the leadership team’s and operational staff’s openness, willingness to evolve, and strong aspiration to continuously enhance service quality.

A strong foundation – and a mindset of continuous improvement

Throughout the working process, several positive aspects were clearly observed:

• The team demonstrates friendliness, enthusiasm, and a strong service-oriented mindset;
• Operational departments show coordination and a well-structured organizational foundation;
• Various service touchpoints reflect a high level of attentiveness and professionalism.

More importantly, the focus was not on identifying “what is working well or not,” but rather on a recurring question raised by the hotel: “How can we do better?”

This mindset is a critical factor that enables sustainable transformation and long-term development in service operations.

Not merely an assessment – but a collective system reflection

The engagement at Hoi An Historic Hotel was not limited to observation and documentation by Lead-UP Academy’s experts. Instead, it became a collaborative process of:

• Reviewing the entire customer journey together with the management team;
• Benchmarking operational standards against actual execution;
• Engaging in discussions to gain a deeper understanding of how the system truly operates.

A distinctive aspect of this process was the working spirit: openness, transparency, and a consistent focus on achieving meaningful improvements, grounded in a customer-centric approach.

This also transformed the process from a conventional “evaluation” into a shared space for learning and development.

Continuous commitment from the operational management team

One of the most remarkable impressions throughout this journey was the strong sense of ownership and commitment demonstrated by the management team.

Through direct engagement and collaboration with the hotel’s leadership, we observed a highly positive working attitude: the team actively participated in discussions, demonstrated a willingness to engage in constructive debate, and approached operational realities with honesty - focusing on solutions rather than justifications.

This reflects a clear managerial mindset: Operations are not about being “correct,” but about becoming “better every day.”

The close alignment and collaboration between the General Manager and Department Heads have established a solid foundation, enabling structured and sustainable improvements in the next phases.

The role of Lead-UP: Enabling insight through partnership

Within this project, Lead-UP Academy does not position itself as a provider of ready-made solutions. Instead, our focus lies in:

• Delivering independent and practical perspectives;
• Identifying systemic insights;
• Accompanying the team in shaping context-appropriate improvement directions.

We firmly believe that: The most effective solutions do not come from external imposition, but emerge from within the organization itself.

The role of the consultant is therefore to facilitate this process—making it clearer, faster, and more strategically aligned.

The journey ahead: Change begins from within

Following the assessment phase, the next stage of the journey is not about immediate large-scale transformation, but about:

• Making the right adjustments;
• Taking concrete actions;
• Implementing improvements consistently over time.

Through this approach, operational quality and customer experience can be progressively enhanced.

An outstanding customer experience is not created by a single moment, but by the consistency of everyday actions.

A meaningful and valued journey

For Lead-UP Academy, the partnership with Hoi An Historic Hotel represents more than a project—it is a truly meaningful journey.

It is meaningful because of:

• An organization willing to reflect on itself;
• A team committed to continuous learning and improvement;
• A transformation journey that begins from within.

We believe that, with its current foundation and strong growth mindset, Hoi An Historic Hotel will progressively elevate its service quality and deliver increasingly distinctive customer experiences.

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