When the “Inspirational Leadership” training program for the leadership team of The Pearl Hội An came to an end, what stayed with us the most was not the knowledge delivered, but the shift we saw in the eyes, the attitudes, and the way leaders and managers began to ask questions. All of this reveals a clear truth: in today’s highly competitive landscape, no business can go far if its leaders remain still — stuck in place.

The tourism – hospitality industry is entering a period of significant challenges driven by rapid shifts in consumer trends, increasing competitive pressure, and operational cost optimization. Guests are becoming more demanding, expecting higher standards, more choices, and instant comparisons through online reviews. In this environment, every hotel talks about experience, service quality, and streamlined processes. However, there is one decisive factor that many businesses still overlook: the mindset and energy of their leaders — those who directly influence the attitude and service spirit of the frontline team.

Inspiration Begins From Within the Leader

Throughout the two-day program, one reality became strikingly clear: no one can inspire others if they themselves operate from exhaustion and lack of motivation. A leader cannot uplift the team if they are drained, discouraged, or merely acting out of obligation.

What earns the trust of the team is not grand speeches, but a leader who maintains positive energy even in the most challenging moments. That energy spreads faster than any process and more powerfully than any directive. When leaders transform their internal state, the team immediately transforms the way they view their work.

From “Managing” to “Leading” – A Necessary Shift in the New Context

The simulation exercises during the training highlighted one thing: employees are not lacking in capability — they are lacking in proper and timely guidance. They are not lacking in skills — they are lacking in trust and opportunities to try. And they are not lacking in attitude — they are lacking a reason to go beyond the minimum.

An inspirational leader is not someone excellent at issuing orders, but someone who creates an environment where the team can unlock their potential. When managers know how to ask the right questions, the team begins to think more deeply. When leaders know how to truly listen, employees become proactive instead of waiting for instructions. This “opening up” is precisely what creates sustainable motivation.

Inspiration – The Lever for Higher Performance & Better Guest Experience

For a 4–5-star hotel, infrastructure only captures initial attention. What keeps guests staying — and returning — is the experience. And experience is shaped by each smile, each greeting, and each decision made by the frontline team.

A tired team will never deliver a 5-star experience.
A team that only works “by the book” will never create memorable moments for guests.
A team that lacks inspiration will never go the extra mile.

On the other hand, when leaders know how to inspire, the team serves not just by following procedures, but with pride. They see every guest interaction as an opportunity to “express the spirit of The Pearl Hội An,” not merely as a task to complete in a shift.

Three Meaningful Shifts After the Program

What impressed us most about the positive transformation at The Pearl Hội An lies in three key changes:

• First, managers began to deeply recognize that their behaviors set the cultural standard the team follows. A timely apology, a clear instruction, or a well-placed smile is often far more effective than a 20-page process document.
• Second, the spirit of recognition started to emerge. Genuine, timely compliments immediately uplift the working atmosphere. Proper acknowledgment is sometimes more valuable than rewards.
• Third, leaders began clarifying meaningful goals for their teams. When employees understand that they are not simply serving a cup of coffee, but safeguarding the hotel’s image in the eyes of international guests, they work with a completely different attitude.

Lessons for Today’s Business Leaders

• Businesses wanting to improve operational performance? Start with the leader.
• Businesses wanting to create differentiated customer experiences? Start with the spirit of inspiration.
• Businesses wanting sustainable growth? Start with how the team is led every single day.

Because ultimately, the breakthrough of any organization lies in the hearts and spirits of its people — and it is the leaders and middle managers who ignite that flame.

Wishing you success!
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