After a period of serious and focused implementation, the hands-on training program “Awakening the Service Spirit – Spreading the Beauty of Hoi An,” jointly organized by Lead-UP Academy, Hoi An Tourism – Service Joint Stock Company, and Hoi An Hotel, officially concluded, leaving positive impressions and meaningful transformations among the participating team.

From Skill Training to Reawakening Human Values

The distinctiveness of the program did not lie in the mere transfer of additional knowledge or skills, but in reawakening the inherent values of the people of Hoi An—human warmth and kindness—within the context of modern service delivery and increasingly deep international integration.

Through this training program, staff members had the opportunity to reflect on their roles throughout the customer experience journey: from eye contact and greetings, to listening skills, situational handling, and coordination during peak hours. In particular, on-site coaching and mentoring contributed to positive changes in every phrase, every glance, every smile, and every service behavior—richly imbued with the cultural identity and “human warmth and kindness” of the gentle and hospitable people of Hoi An.

Many participants shared that they came to realize service is not merely about procedures or techniques, but about human-centered conduct that creates trust, comfort, and a sense of respect for guests—precisely in line with the spirit that Hoi An has diligently preserved over many years.

[Photo: The Company’s Board of Management took a commemorative photo with the trainer and participants.]

Standardization to Preserve – Not to Erase

Amid rapid tourism development and the pressures of commercialization, Hoi An has faced the risk of losing valuable cultural norms in social conduct. Therefore, standardizing service today is not intended to create rigidity, but rather to ensure that “human warmth and kindness” does not fade within modern operational rhythms.

Lead-UP Academy is proud to have accompanied the Company in supporting the team to:

• Standardize service processes and cross-functional coordination;
• Enhance skills in table service, complaint handling, and subtle up-selling and cross-selling;
• More importantly, practice service with kindness, sincerity, and genuine hospitality.

[Photo: Photo: Participants engaging in on-site role-play practice.]

A Small Action to Spread Great Values

This training program can be regarded as a small yet meaningful action, contributing to the dissemination of Hoi An’s human and cultural values to domestic and international visitors—through the very people who deliver service every day. The program concluded successfully, leaving behind not only knowledge and skills, but also a transformation in mindset and professional attitude toward service. From this, new service standards have been formed upon an enduring foundation—the foundation of “human warmth and kindness.”

[Photo: Lead-UP Academy’s practical, hands-on training philosophy brought tangible value to the program.]

Lead-UP Academy believes that when each individual understands and cherishes the values they are preserving, the beauty of Hoi An will not only reside in the ancient town, but will also be reflected in every daily service experience.

Wishing you continued success, and we look forward to seeing Hoi An Hotel again soon.

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