At Paddington Hotel Halong Bayview: Towards Standardization and the Creation of Exceptional Customer Experiences

Ha Long, April 13, 2026 – Paddington Hotel Halong Bayview has officially launched the training series titled “Standardizing Service Mindset and Behaviors, and Creating Exceptional Customer Experiences”, marking the beginning of a comprehensive service quality enhancement project for 2026.

The program is designed and implemented by Lead-UP Academy – a Practical Management Institute – with the direct involvement of expert Pham To Hoai and his team. This initiative represents one of the hotel’s key strategic activities to enhance operational capabilities and differentiate customer experience in an increasingly competitive hospitality and tourism industry.

Implemented as a series model – Integrating training with operations

According to the plan, the project is implemented in multiple phases, starting from April 13 to April 16, 2026, with three training classes tailored to different groups, including the Board of Directors, middle management, frontline staff, and office personnel.

Immediately following the training phase, the hotel will launch an internal emulation campaign titled “Happiness Begins from the Heart”, running from April 20 to May 9, 2026, to promote the practical application of training content into daily operations.

The design of the program as an integrated sequence – from training to internal campaigns, from awareness to behavior – demonstrates a clear strategic direction: not merely equipping knowledge, but driving substantive transformation in overall service quality, ultimately delivering memorable and impressive experiences for guests at Paddington Hotel Halong Bayview.

Core content: From service mindset to culture and experience design

The program focuses on four key pillars, including: the service philosophy inspired by Japan’s Omotenashi culture; building Paddington’s unique service culture identity; understanding customers; and designing as well as managing exceptional customer experiences.

Notably, participants are introduced to and practice modern experience design and management tools such as Customer Persona and Customer Journey Mapping (CJM), enabling a systematic approach to customer experience across all touchpoints and throughout the entire journey, with a strong emphasis on emotional engagement.

Through these activities, the management team and staff are expected to shift from a reactive service approach to proactively designing intentional customer experiences – a trend widely adopted by leading premium service brands.

An impressive start with the leadership and key management class

Immediately after the opening ceremony, the first training session for the Board of Directors and management team was conducted in a dynamic and engaging atmosphere, with full participation from key leaders.

The opening activity was creatively designed as a “mystery crossword challenge,” centered around the keyword “TOUCH” – a core concept emphasizing the role of emotional connection in customer experience.

The message was clearly articulated: in the hospitality industry, service quality is not solely measured by standards, but also by the ability to create positive emotions at every customer touchpoint.

Leadership commitment: Transformation as a differentiator

The opening ceremony was honored by the presence of Ms. Bui Minh Cham – CEO, Ms. Dinh Thi Bich Hanh – Operations Director, along with the full participation of middle management and the first class of trainees.

In her opening remarks, a representative of the hotel’s leadership emphasized:

“In today’s competitive landscape, service alone is no longer sufficient to create differentiation. What we aim for is to build a distinctive customer experience—where every employee not only performs correctly but also strives to do better, more thoughtfully, and with the ability to create meaningful emotional connections with customers.”

According to the leadership team, this project is expected to bring positive transformation across the entire workforce at Paddington Hotel Halong Bayview, contributing to the standardization of service mindset, the shaping of a unique service culture, and the proactive creation of exceptional customer experiences, thereby strengthening the hotel’s market position.

Lead-UP Academy: Integrating training with consulting and transformation

Sharing at the program, Mr. Pham To Hoai, Founder of Lead-UP Academy and Lead Expert of the project, stated:

“We do not approach training as a standalone activity. Every program is designed to be closely aligned with real operational contexts, aiming to solve specific business challenges. The goal is not simply to help participants ‘learn more,’ but to enable the organization to perform better every day and achieve sustainable development.”

Accordingly, the entire program is built upon the philosophy: Learn to Act – Apply in Practice; Act to Lead – Master and Drive Excellence.

To meet the growing development needs of organizations, every member of Lead-UP Academy continuously strives to elevate service standards—not only for themselves but also for partners and clients.

The training series at Paddington Hotel Halong Bayview is expected to establish a foundation for a standardized yet distinctive service system. With a structured and practical approach, the project integrates training with operations and measurable outcomes. It goes beyond capability building to contribute to shaping a new service standard—where customer experience becomes the core of all activities.

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