[Company Visit] Human resources as the competitive advantage of the hospitality industry

• In the hospitality industry, among the competitors offering the same service standards, what makes Sofitel Legend Metropole Hanoi stand out?
• What is the 5-year vision of Sofitel Legend Metropole Hanoi in this time of upheaval?
• How can a hotel typify its brand DNA?

As part of Company Visit program, students from VinUniversity College of Business and Management will have the opportunity to participate in various field trips and be exposed to insightful personal stories delivered by leaders from top enterprises. Recently, during the visit, students had the chance to discuss with and learn from Mr. William Haandrikman, Area General Manager of Sofitel Legend Metropole Hanoi.

From the perspective of a hospitality manager, Mr. William shared the history of establishment of Sofitel Legend Metropole Hanoi, operational structure, corporate culture as well as employee training and development. To him, a five-star hotel needs to embrace the culture identity and historical sense of its located place. “Only when immersing themselves in the artful blend of local culture and luxury services will visitors go through the exhilarating and unforgettable experiences”, said by Mr. Willliam.

“Cousu Main” – the philosophy which aims to cultivate unique experiences, top-notch service, and unbounded enthusiasm for perfection was highlighted during the sharing session. The ambassadors at Sofitel hotels worldwide genuinely care about the happiness and satisfaction of each of their guests. They anticipate their guests’ needs even before they ask and passionately cater to their needs. For instance, when a customer walks out of the hotel and it suddenly rains, a hotel staff gracefully gives her an umbrella with a warm smile. “All we want is to live real human experiences that are worth being shared with others”

“This field trip truly inspires me to follow my dream in the hospitality industry. The difference lies in extraordinary attention to detail. A competent hotelier must go the extra mile and way beyond when it comes to making his guests feel not just at home, but special”, shared by Pham Nhat Minh, Student of the College of Business and Management, VinUniversity.