A Proud Transformation Journey

After 60 days of implementation, the project “Standardizing Service Mindset and Behaviors while Creating Excellent Customer Experiences,” jointly conducted by Lead-UP Academy and Paddington Hotel Halong Bayview, officially concluded with the Closing Ceremony of the emulation campaign “Happiness Begins from the Heart” - an emotional event marking many proud milestones. This campaign represented a dramatic finishing stage of the 21-day transformation journey carried out throughout the hotel.

More than just a short-term training program, the project was designed with the objective of creating substantial changes in service mindset, service behaviors, and customer experience across every operational touchpoint. Following this journey, positive transformations were clearly observed across most departments and teams. A service-oriented atmosphere was gradually established throughout all job positions, from operational divisions to supporting functions.

From seemingly simple actions such as smiles, eye contact, greetings, guest guidance, service consultation, or supporting colleagues, all of these behaviors were progressively standardized and became the first defining marks of the Paddington service culture identity. More importantly, these changes did not originate from inspection pressure or evaluation mechanisms, but from individual awareness and the spirit of self-improvement within the organization.

During the sharing session at the ceremony, many employees expressed emotional reflections when looking back on the journey they had experienced together. For them, the campaign not only contributed to improving customer service quality but also helped each individual transform themselves — from mindset and attitude to workplace and daily-life behaviors.

Speaking at the program, Ms. Bùi Minh Châm (CEO) emphasized: “Upgrading service quality should not stop at a short-term emulation campaign. Through this program, however, we are now ready to begin a much longer journey ahead to transform and shape the Paddington service culture. We sincerely hope to continue receiving support and companionship from Expert Phạm Tô Hoài and Lead-UP Academy in the future.”

Congratulations to the 6 outstanding teams and 18 exemplary individuals honored in the emulation campaign “Happiness Begins from the Heart.”

One of the most remarkable aspects of this campaign was the unified participation spirit demonstrated from the leadership team to all employees. Despite operational pressures caused by high occupancy rates, activities related to emulation, training, practice, and evaluation were continuously maintained in order to embed service culture into daily operational reality rather than leaving it as theoretical concepts.

To recognize the positive contributions and continuous efforts throughout the journey, the hotel leadership decided to reward and honor 6 outstanding teams and 18 exemplary individuals.

In the Team Award category, the Front Office Department of Paddington Hotel Halong Bayview achieved the highest overall emulation score throughout the campaign, becoming a representative department in spreading the spirit of service excellence and maintaining standardized service behaviors.

For the individual award category dedicated to managers, the title “Outstanding Pathfinder” was awarded to Ms. Nguyễn Thị Thùy Dương (FOM), who clearly demonstrated leadership capability, inspiration, and positive influence on her team throughout the campaign.

In the employee category, the title “Service Ambassador” was awarded to Ms. Hà Thị Nhinh (Public Area Attendant), representing dedication, persistence, and positive transformation through simple yet meaningful daily service actions.

Although the project officially concluded with the Closing Ceremony of the 21-day transformation journey, what remains is not merely the awards or competition results, but the belief that service culture can truly be built when organizations possess sufficient determination, leadership commitment, and teams that are willing to embrace change.

For Lead-UP Academy, this continues to be a representative project reflecting its philosophy of practical training and consulting: going beyond knowledge transfer to drive behavioral transformation, operational improvement, and the sustainable creation of excellent customer experiences.

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