R&D 2026 | Hospitality Training under the Outsourced Training Department Model

Date 12/12/2025

R&D 2026 | Hospitality Training under the Outsourced Training Department Model

Vietnam’s Hospitality and Tourism sector is entering a fundamentally new stage of development. Recent recovery should no longer be interpreted merely as an effort to restore occupancy levels, but rather as a comprehensive challenge of enhancing operational standards, repositioning customer experience, and developing a sustainable workforce amid the following conditions:

High workforce volatility and increasing instability in human resources;
Middle management facing significant operational pressure while lacking adequate capability development;
Senior leadership being required to simultaneously maintain service quality, drive digital transformation, optimize operational costs, and prepare organizations for long-term growth.

Grounded in extensive applied consulting and training engagements with hotels, resorts, and tourism enterprises over recent years, Lead-UP Academy has undertaken a systematic R&D initiative to develop a portfolio of short-term training programs for 2026. These programs are deliberately structured to address the capability needs of three critical stakeholder groups within Hospitality organizations: Senior Leadership, Middle Management, and Operations and Office Support Staff.

The programs are not intended for theoretical knowledge acquisition. Instead, they are designed to strengthen operational effectiveness, enhance leadership capacity, and improve workforce performance, while being fully integrated into Lead-UP Academy’s Outsourced Training Department service model.

Lead-UP Academy’s R&D Philosophy for 2026

Lead-UP Academy does not develop training programs based on generalized or trend-driven approaches. Each training component in the 2026 portfolio is developed in accordance with four core R&D principles:

Alignment with real operational contexts of the Hospitality and Tourism industry in Vietnam
Short-term, focused design with clearly measurable outcomes
Clear segmentation by learner groups and competency levels
Integration into an outsourced internal training system, as opposed to fragmented and resource-intensive standalone training initiatives

PORTFOLIO OF TRAINING PROGRAMS FOR 2026 DELIVERED BY LEAD-UP ACADEMY’S OUTSOURCED TRAINING DEPARTMENT

Drawing upon extensive applied consulting and practice-based training experience in recent years, together with the four core principles underpinning Lead-UP Academy’s R&D philosophy, we have completed and are prepared to implement the 2026 training program portfolio. This portfolio has been specifically designed to accompany and support enterprises within the Hospitality and Tourism industry.

I. Training Programs for Senior Leadership (General Managers, Assistant General Managers, Director Level)

Rationale for the Proposed Program Group

Based on field research and in-depth discussions with senior leaders in the Hospitality sector, Lead-UP Academy has observed that contemporary leadership demands extend beyond traditional managerial functions. Senior leaders are increasingly required to:

Lead and govern customer experience management (CXM);
Shape and sustain service culture across the organization;
Make informed decisions based on data and performance insights;
Effectively manage service-related crises and communication challenges;
Prepare their organizations for digital transformation and long-term sustainable growth.

Accordingly, the 2026 R&D training programs for this group are designed to strengthen strategic thinking, leadership capability, decision-making competence, and organizational leadership capacity.

No.	Training Program Title	Duration
1	Leading with Influence: A 5-level Leadership Transformation Workshop	02 days
2	Leadership Gold	02 days
3	Becoming a Person of Influence	02 days
4	Law of Success	02 days
5	Empowering Leadership: Transforming Managers into Effective Internal Coaches	02 days
6	Transforming Leadership: Coaching Strategies for Empowering Teams and Driving Performance	02 days
7	Customer Experience Management (CXM) Strategy and Standardization Across the Six-Stage Customer Journey	02 days
8	Inspirational Leadership in Hospitality and Service Organizations	02 days
9	Hospitality Operations Management in a Changing Environment and Digital Transformation	02 days
10	Data-Driven Decision Making in Hospitality Operations	02 days
11	Service Culture Development and Brand DNA in the Hospitality Industry	02 days
12	Multi-Channel Revenue Optimization in Hospitality (OTA, Direct Booking, F&B, and Ancillary Revenue)	02 days
13	Artificial Intelligence Applications in Hospitality Management and Workforce Development	02 days
14	Crisis Management: Organizational Communication Crises and Service Failure Management	02 days
15	Digital Transformation Leadership in the Hospitality Industry	02 days
16	Green Growth Strategy and Sustainable Development in Hospitality	01 days

Note: Programs 1 through 6 are designed and delivered by Senior Expert Dr. Gilbert Ng, Trainer & Coach, and John Maxwell Team Certified Trainer & Coach.

II. Training Programs for Middle Management (Heads/Deputy Heads of Departments, Supervisors, Team Leaders)

Why Does Lead-UP Academy Place a Strong Focus on HODs?

Based on applied consulting practice, Lead-UP Academy has identified middle managers (HODs) as both the primary operational bottleneck and the most critical leverage point within the Hospitality and Tourism industry. This is evidenced across three key dimensions:

They are positioned between strategic expectations from senior leadership and intense day-to-day operational pressures;
They often lack structured competencies in coaching, service quality supervision, and multi-generational workforce management;
They directly determine daily service quality outcomes, yet typically receive limited systematic capability development.

Accordingly, Lead-UP Academy’s 2026 R&D initiatives for middle management are designed to strengthen managerial, supervisory, coaching, and cross-functional coordination capabilities.

No.	Training Program Title	Duration
1	Lean Hospitality Operations Management and Supervision	02 days
2	Employee Coaching and Mentoring Based on the GROW–EDAC Framework (Service Industry Standards)	02 days
3	Service Quality Monitoring and Control (SOPs, Checklists, and Mystery Guest Programs)	01 day
4	Multi-Generational Workforce Management in Hospitality: Generation Z and Performance Enhancement Approaches	01 day
5	Conflict Resolution and Cross-Functional Coordination (Front Office, Housekeeping, F&B, and Engineering)	01 day
6	Advanced Communication, Feedback, and Difficult Situation Handling Skills	01 day
7	Operational Planning, Shift Scheduling, and Workforce Management	01 day
8	Artificial Intelligence Applications in Management: Reporting, Internal Training, SOP Development, and Data Analysis	02 days
9	Presentation Skills, Training Delivery, and On-the-Job Coaching for HODs	02 days
10	Performance Management in Hospitality: Competency Assessment, KPIs, and SLAs	1.5 days

III. Training Programs for Operations Staff and Office Support Functions

Why Is This Group Indispensable?

Customer experience is not created by strategy alone; it is generated through the daily interactions between employees and customers across multiple touchpoints, including Front Office, Food & Beverage Service, Housekeeping, Call Centers, and back-office support functions, among others.

Accordingly, Lead-UP Academy’s 2026 R&D initiatives emphasize the standardization of mindset, behavior, skill sets, and cross-functional coordination, rather than ad hoc or intuition-based training approaches. The training programs offered by Lead-UP Academy in 2026 are structured as follows:

A. Operations Functions (Front Office – Food & Beverage – Housekeeping – Kitchen – Engineering – Spa – Security – Leisure & Recreation)

No.	Training Program Title	Duration
1	Standardization of Service Mindset and Behavioral Practices (Five-Star Service Orientation)	02 days
2	Professional and Culturally Aligned Communication in Hospitality Settings	02 days
3	Complaint Handling and Difficult Situation Management (LEARN – HEART – AWARE Frameworks)	01 day
4	Upselling and Cross-Selling Strategies in Hospitality and Tourism	02 days
5	Designing Five-Sensory Customer Experiences in Food and Beverage Services	02 days
6	Standardized Service Mindset and Behavioral Practices for Housekeeping Operations	01 day
7	Artificial Intelligence–Enabled Work Support: Checklists, Content Development, and Translation	02 days
8	Cross-Functional Coordination and Operational Error Reduction (Front Office, Housekeeping, F&B, and Engineering)	02 days
9	Sales and Customer Service Skills at Direct Customer Touchpoints	02 days
10	Service Standardization Based on the “Omotenashi” Philosophy	02 days

B. Office and Support Functions (Human Resources and Administration – Finance and Accounting – Sales and Marketing – Reservations – Purchasing)

No.	Training Program Title	Duration
1	Internal Service Excellence and Employee Experience (EX)	01 day
2	Communication, Feedback, and Coordination in Hospitality Work Environments	01 day
3	High-Performance Work Skills: Time, Task, Tools, and AI Integration	01 day
4	Problem-Solving and Rapid Decision-Making Skills in Service Contexts	1.5 days
5	Professional Email, Messaging, and Business Writing Skills for the Hospitality Industry	1.5 days
6	Marketing, Content Development, Short-Form Video, and OTA Channel Optimization for Support Functions	02 days
7	AI in Office Applications: Reporting, Data Consolidation, Customer Analysis, and Content Creation	02 days
8	Emotional Regulation and Positive Attitude Management in Interactions with Customers and Colleagues	01 day
9	Speed of Trust	01 day

Training as a Capability Operating System, Not Merely a Course

raining should not be perceived as a collection of standalone courses, but as an integrated capability operating system within the organization. All R&D 2026 programs developed by Lead-UP Academy are intentionally designed to be fully integrated into the Outsourced Training Department service model, enabling organizations to:

Eliminate the need to maintain a large and resource-intensive internal Learning & Development (L&D) function;
Establish a structured, annual training roadmap aligned with organizational priorities;
Standardize training content, methodologies, and effectiveness measurement;
Ensure that training initiatives are directly connected to day-to-day operational realities.

Lead-UP Academy does not position itself as a course provider. Rather, we act as a long-term partner, accompanying organizations in developing human capabilities that support sustainable and enduring organizational growth.

For direct consultation, please contact: Email: CEO@lead-up.edu.vn or Phone: 0905154949!

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