The unsung heroes of hospitality

Vietnam's Oldest School: Learn to be a good person before learning a profession.

Before the first hotels appeared in Vietnam, the country already had the Temple of Literature – National University, the first "university," a place that not only imparted knowledge but also nurtured character, far surpassing the concept of a typical tourist attraction. Founded in 1076, it not only imparted knowledge but also taught how to live, cultivated morality, and fostered character. Knowledge was honed through Confucianism, classical texts, and literature, but always went hand in hand with virtue, etiquette, and self-cultivation.

These values ​​are expressed through timeless principles: "Humanity, righteousness, propriety, wisdom, and trustworthiness," encompassing compassion, integrity, moral standards, intelligence, and integrity.

The essence of the Temple of Literature is embodied in three principles that still resonate today, especially with leaders in the hospitality industry: deep learning, virtuous living, and respectful service. A good General Manager (GM) of a hotel doesn't just operate according to SOPs (standard operating procedures); they shape the culture, nurture talent, and preserve the soul of the entire hotel.

The Temple of Literature – National University teaches us that: “To serve the world, one must first cultivate oneself.” This is the foundation that shapes the character of individuals in the hospitality industry. At Aman, staff learn to be calm, present, and refined. At Six Senses, mindfulness and wellness are core values, not products. At Sofitel Legend (Accor), heritage and dignity become the soul of service style. The Temple of Literature – National University is not only a historical monument but also a source of inspiration, reminding everyone in the hospitality industry that the journey of complete service begins with self-cultivation.

The home – the first school of hospitality.

Before hospitality became a profession, Vietnamese people learned hospitality from their own homes, passed down from generation to generation. The family was not only a place of shelter, but also the first space for teaching the rituals, values, and spirit of service, long before the first hotels appeared.

In the kitchens and living rooms of each family, the first lessons of refinement and care were instilled. Grandmothers prepared steaming pots of basil, lemongrass, grapefruit peel, and ginger – a folk remedy that both relieved colds and relaxed the body, as well as a traditional hair-washing ritual. The hair became soft and fragrant with herbs, while the mind and body were soothed – a first lesson in refinement and care.

My mother stayed up all night to infuse tea with lotus blossoms from West Lake, picked early in the morning – an age-old art that demands skill from the heart, patience, and the quiet beauty of meticulousness. This is a lesson in patience, elegance, and the spirit of exquisite craftsmanship.

During Tet (Vietnamese New Year), the simmering pot of fragrant herbs sits beside the pot of sticky rice cakes that have been boiling all night, hands from many generations gather together, chatting and wrapping up love. It's a lesson about memory, gratitude, and connection… the core values ​​of Vietnamese hospitality.

Family traditions also nurture refined skills: mothers make cakes from locally grown rice, fathers create objects with their gentle hands, and grandmothers sing folk songs and Quan Ho music to their grandchildren from infancy. All of these are lessons in dexterity, gentleness, subtlety, and emotional intelligence that stay with us throughout our professional journey.

When children enter the village festival, they already possess that spirit of hospitality. Quan Ho – the riverside, the moonlit night, the small boat, the betel nuts and leaves, the simple yet refined songs – is the culmination of emotional lessons learned from family. Emotional intelligence learned at home is subtly expressed on the community stage. Quan Ho is not just a festival, but a continuation of the home, where the gentleness of family becomes the sophistication of culture – a lesson in emotion, the soul of hospitality.

Those lessons live on in Vietnam's most luxurious resorts. At Amanoi, traditional folk remedies and herbal rituals are integrated into modern wellness treatments. At Zannier Hotels Bai San Ho, rural aesthetics and ancestral craftsmanship permeate the design, cuisine, and experiential philosophy. At Azerai, the minimalist spirit, tranquility, and purity of Vietnamese life are present in every detail, from materials to rhythm of life.

From steaming pots, traditional cakes, and family songs to luxurious resorts that showcase the Vietnamese spirit to the world… it’s a continuous flow. In Vietnam, hospitality begins at home, in the kitchen, with hands that know how to prepare, hearts that know how to share, and traditions that teach us how to love.

Teachers in uniform

General Managers (GMs), managers, and supervisors – these are the people who shape the hospitality industry down to the smallest detail. In the hospitality industry, there are things that happen every day but are rarely named. We talk about service, standards, experience, KPIs… but behind it all lies a simpler and deeper truth: hospitality is a field of learning.

In this field, every leader is a "mentor," guiding the team, inspiring clients, and safeguarding the beauty of human connection. If you are reading this as a GM, director, or owner, chances are you are the "silent mentor" of hundreds of people, even if you've never called yourself that.

A good General Manager doesn't just follow SOPs. They teach through gestures, words, eye contact, composure, and choices made under pressure. They teach their team through small decisions: how to listen to new, inexperienced staff, how to empower without abandoning them, how to remain calm when the entire hotel is in turmoil, how to correct a mistake while preserving the dignity of the person at fault, how to protect the team from pressure, and how to protect guests in every detail.

GM is the "headmaster" of a non-traditional training environment, where each day offers a new lesson in character, emotions, and kindness, where "lessons" are never written in textbooks. In this ecosystem: Managers teach skills, supervisors teach accuracy, employees teach kindness, and customers teach new perspectives. Each role, each moment is a life lesson, and these are what make up the soul of the hospitality industry.

And it is this very spirit of "silent mentors" that has created inspiring figures for the global hospitality industry, from legends to the unsung heroes who create value in Vietnam.

Adrian Zecha (born in 1933) is known as the "setting the standard" for luxury hospitality. He is the founder of Aman Resorts – a pioneering brand that redefines luxury through tranquility, nature, and local culture – and is currently the man behind the Azerai hotel chain in Vietnam. At 92 years old, he continues to explore new territories, carrying with him a consistent vision: each resort must blend seamlessly into the destination, becoming an integral part of its soul.

In Vietnam, executives like Mr. Phan Trong Minh, born in Hue, who started his career as a waiter, receptionist, sales representative, and then human resources manager, are a testament to the continuous learning process in the profession. In 2013, he became the General Manager of Azerai La Residence Hue, leading one of the most heritage-inspired hotels in Central Vietnam.

Take Michelle Ford, CEO of Namia River Retreat and founder of Lumina Wellbeing. With over 20 years of experience living and working in Hoi An, she brings a vision of wellness and holistic living, leading numerous award-winning resort projects. She is also a role model of a mentor in uniform, silently shaping the experience, team, and spirit of a Vietnamese wellness resort.

Hospitality – a place to learn, teach, and inspire.

The hospitality industry helps us grow quickly. We learn fast and must also teach fast. We grow from those who came before us and mature by guiding those who follow. That's the most beautiful cycle of the profession: learning – teaching – inspiring. Stories of professional growth are not just legends. They happen every day, in Vietnam and around the world.

At Marriott International, the journey from baggage handler to General Manager is no exception; it's part of the company's talent development culture. At Four Seasons, the "Grow your own timber" philosophy has transformed housekeeping staff into department heads, and then managers. At Aman, many current General Managers were once receptionists, honing their composure, presence, and sophistication through years of quiet apprenticeship.

In Accor's system in Vietnam, including Sofitel Legend, Pullman, and Mövenpick, countless young talents have grown through guidance, rotation, cross-training, and the trust of leadership. At Six Senses, from healthcare staff to department heads, the journey is filled with training in mindfulness, service philosophy, and emotional intelligence. Even at luxury brands in Vietnam such as Regent Phu Quoc, The Anam, and Amanoi, many frontline employees have become middle and senior managers thanks to quiet mentorship.

It is thanks to these "silent mentors" that a baggage handler became a General Manager, a bartender became the Food & Beverage Director, and a receptionist became the leader of an international hotel. The hospitality industry is where perseverance is always rewarded, and these silent mentors always produce the greatest leaders.

Nature and Destinations – Balance and Rejuvenation Through Cuisine, Culture, and the Six Senses

Destinations teach us in ways no classroom can: not through lesson plans, but through the seasons, the aromas, the flowing water, the breeze, the sounds of the forest, and the subtleties that only those who live close to nature can appreciate. Seasonal cuisine, from summer lotus tea and autumn sticky rice cakes to mountain wild vegetables, sun-drenched herbs from Ninh Thuan, and the various beans, vegetables, and roots found in each ecological region, teaches us lessons about subtlety and timing. Elegance lies not in extravagance and luxury, but in what nature provides in season.

Vietnamese folk medicine, from guava leaves, dandelion, lemongrass, and ginger to wild fruits, creates a healing ecosystem passed down through grandmothers, mothers, the plants around the house, and the tranquil rhythm of rural life. Nature awakens the six senses: sight, hearing, smell, taste, touch, and intuition – creating a sense of peace that only nature can provide.

Vietnam's most exquisite hotels and resorts understand this lesson: Six Senses Con Dao lets nature guide the experience; Avana Retreat uses mountains, forests, herbs, and traditional crafts as healing therapies; Topas Ecolodge lets the sound of the wind replace spa music; Anantara Hoi An incorporates the flavors of the seasons and riverside life into every experience.

Nature teaches three lessons: balance, gratitude, and rebirth. The rhythm of the tides, the self-healing forests, the winding rivers... all remind hospitality professionals to maintain a balance between service and rest, to appreciate the simple things, and to be reborn with each season and each generation. When this journey helps people become better, that is mindful tourism.

Vietnam's cultural ecosystem – from West Lake lotus tea, pottery villages, handcrafted paper, Van Phuc silk, seasonal cuisine, to mountains, forests, rivers, and seas – is a treasure trove that awakens the six senses of visitors. Sophisticated resorts like Regent Phu Quoc, Capella Hanoi, Sofitel Legend Metropole, and The Anam all apply this spirit to the guest experience: from tea, fragrance, materials, art, to cuisine. Every detail aims to evoke sight, hearing, smell, taste, touch, and emotion, reminding us that hospitality truly becomes an art when practitioners listen, observe, and respect culture, nature, and the guest's experience.

In the hospitality industry, we are not just learners, but also silent teachers. Every General Manager, every supervisor, every employee, every guest is part of a cycle of learning - serving - teaching - inspiring - regenerating - repeating. It is these silent teachers, colleagues, previous generations, destinations, nature, and even difficult challenges... that shape each individual into a sophisticated and humane leader.

On Vietnamese Teachers' Day, November 20th, let's express our gratitude to the teachers who have guided us – those who not only "opened doors" but also "paved the way." In the hospitality industry, value is not measured by KPIs, but by the number of people inspired, by the hearts touched, and by the ripple effect of kindness, sophistication, and gratitude.

Phuong Thao is an editor at Travellive magazine. She is passionate about traveling and enjoys capturing moments with her camera in every place she visits. Travel, art, and lifestyle are Phuong Thao's favorite writing topics.

Text: Van Tran - Photos: Various sources