After one week of implementing Phase 1 of the project “Standardizing Mindsets and Service Behaviors – Creating Outstanding Customer Experiences,” Lead-UP Academy, in collaboration with the Board of Management of Paddington Hotel Halong Bayview, conducted an online review meeting to reflect on the achievements of Phase 1 and align on the direction for the next phase.

Attending the meeting from the Hotel were Ms. Bùi Minh Châm – Chief Executive Officer, Ms. Đinh Thị Bích Hạnh – Executive Director, along with Heads of Departments. Representing Lead-UP Academy were Mr. Phạm Tô Hoài – Founder and Lead Expert of the project, and Ms. Lê Thị Ngọc Huyền – Operations Director.

Following the initial greetings and connection, the meeting formally commenced with strategic orientations from Mr. Phạm Tô Hoài and clear, decisive directives from CEO Bùi Minh Châm. Conducted in an open and candid atmosphere, the session quickly moved to the core agenda, focusing on reviewing achieved outcomes while clearly identifying existing gaps to be addressed in Phase 2 of the project.

What distinguished this review session was not its format, but the context in which it was implemented. Phase 1 took place during a period when the Hotel maintained an occupancy rate consistently above 90% - a significant operational pressure for any hospitality organization. Despite this, rather than slowing down or postponing initiatives, the entire system sustained a strong commitment to learning and practice, progressively translating training content into daily operations. From frontline operational units to back-office support functions, every component of the organization actively engaged in this transformation process with a notable level of discipline and seriousness.

As such, the review meeting was not merely a reporting session, but a substantive working forum. Departments collectively examined operational realities, shared both accomplishments and unresolved challenges, and reflected on situations that had yet to be fully addressed. Discussions were direct yet constructive, emphasizing solution-oriented thinking rather than justification. Questions arising from real operational contexts were addressed immediately by both the Lead Expert and the Board of Management, thereby aligning understanding and execution approaches across departments.

Notably, although the meeting was held during the Hùng Kings’ Commemoration Day holiday, the level of engagement remained fully intact and highly disciplined. This clearly reflects the strong commitment of the leadership and the entire team to advancing service quality in a comprehensive manner - not merely at the level of training, but toward genuine transformation within operations.

Through these exchanges, clearer directions for Phase 2 were gradually established. The focus shifts from “understanding correctly” to “executing consistently and effectively,” through sustaining service behaviors, strengthening internal coaching practices, and standardizing customer experience at critical touchpoints. Interdepartmental coordination is also re-emphasized as a key priority to ensure a seamless and consistent customer journey.

The review session concluded, yet simultaneously marked the beginning of a new phase - one centered on maintaining discipline, reinforcing habits, and progressively building a sustainable service foundation from within. With the close partnership of Lead-UP Academy and the strong commitment of the Board of Management, the transformation journey at the Hotel is progressing with a clear direction: not only to improve, but to create a meaningful and distinctive customer experience, grounded in a service spirit from the heart that embodies the unique identity of Paddington Hotel Halong Bayview.

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