Bel Marina Hoi An Resort - The Staff Who Make The Brand Of 5-Star Service Quality

Recently, Bel Marina Hoi An resort was officially recognized as a 5-star resort. After many efforts, This Vietnamese brand has affirmed its position in serving customers according to international standards in Hoi An - which was honored as “top 15 most popular cities in Asia in 2023”.

COULD YOU PLEASE SHARE THE STRENGTHS OF BEL MARINA HOI AN RESORT?

Bel Marina Hoi An Resort is a unique and exciting resort. The resort is located in a “golden” location, not only peacefully located next to the gentle Thu Bon River but also only 3 minutes from the Old Town and very close to other famous tourist destinations in Hoi An. It is one of the strengths of Bel Marina Hoi An Resort and one of the deciding factors when customers book accommodation here.

In addition, we also own one of the largest riverfront infinity pools in the area (550m2) in Hoi An and the first and only overflow sky pool in Hoi An. From here, guests can see the panoramic view of the heritage Hoi An.

We always want to comfort our guests with exceptional service experience during their stay. For example, customers can choose where to dine or enjoy afternoon tea anywhere at the resort. They can eat at their choice at Thu Bon Restaurant, Bel Restaurant, or Quang Restaurant or enjoy a romantic sunset afternoon meal by Thu Bon River or dinner on the rooftop while watching Hoi An at night while immersing themselves in the musical melodies of our Filipino bands.

Each resort will have its strengths. Still, at Bel Marina Hoi An Resort, we always focus on soft skills, training people to help make a difference in each traveler’s journey. We start with a smile, greetings, and willingness to go the extra mile, which is the beauty of Vietnamese culture and the hospitality of the Hoi An people.

WHAT ACHIEVEMENTS HAS THE RESORT ACCOMPLISHED RECENTLY, SIR?

Over the past year, Bel Marina Hoi An Resort has made great efforts to focus on exceptional customer service delivery, and we are constantly pushing our boundaries for perfection. The testimony of this continuous effort is that Bel Marina Hoi An Resort has continuously received positive feedback from customers and improved our rankings on online review sites; a high proportion of them are International customers who have planned to return to Bel Marina Hoi An Resort. It is also our privilege and honor to share that Bel Marina Hoi An Resort was honored to receive our 5-star bronze plaque from the Vietnam’s National Authority of Tourism, Ministry of Culture, Sports, and Tourism.

We have had the opportunity to welcome 135 nationalities come from different parts of the globe. It is also why we call this place “A place to be” for all our customers.

FROM RECEIVING THE 5-STAR BRONZE PLAQUE AS A NEW STEP FORWARD. DO YOU HAVE ANY PLANS TO DEVELOP BEL MARINA HOI AN RESORT?

After the milestone of receiving a 5-star bronze plate from the Vietnam National Authority of Tourism, Ministry of Culture, Sports and Tourism, Bel Marina Hoi An Resort staff is actively making efforts to reduce plastic waste to contribute to saving the environment and surrounding natural landscape and to develop this place into a green and sustainable resort.

I am glad to share that we are gradually becoming more known and privilege to be one of the resorts chosen by international friends and many celebrities as a place to stay during their visits to Hoi An. Therefore, we hope that the resort continues to move towards international standards and that Bel Marina, as a brand, will be renowned in Vietnam and global markets.

To do so, we need to thoroughly understand the needs of each customer when they stay with Bel Marina Hoi An Resort, therefore constant improvement of our quality of service, provide professional training for employees, and develop skills for managers so that they can meet these requirements to offer a memorable experience.

OF YOUR RECENT ACCOMPLISHMENTS, WHICH ONE ARE YOU MOST PROUD OF?

I am most proud of the staff and management of Bel Marina Hoi An Resort because the human factor is so crucial to provide exceptional services and touch each traveler’s heart during their journey with us. Of course, there will be many unique personalities between each of us, and so will the staff at Bel Marina Hoi An Resort. Each employee has different strengths and weaknesses, characters, backgrounds, and working experience.

Hence, connecting everyone into an enthusiastic team unanimously implementing the common goal - attentive customer service - is not easy. Regardless, each of the employees has always given way above their ability.

IS THAT THE SECRET TO CREATING ONE 5-STAR BRAND?

The quality of a 5-star hotel service is reflected in many factors at a resort. In Hoi An, we have a cultural heritage recognized by UNESCO: Hoi An Ancient Town. This place always radiates an attraction without having to promote too much since it is recognized as one of the Top 15 most popular cities in 2023 (by Travel+Leisure).

In addition to the prime location, the quality of facilities of 5-star standards, the personalization services according to each customer’s needs, and the ability to understand and meet the preferences and desires at each touch point during the experience journey will be the secret to creating a sympathetic brand in the hearts of visitors.

Human resources are essential to developing the “smoke-free” industry in general and the hotel industry in particular. The staff who serve directly to customers, make the brand of 5-star service quality. Thus, customers feel comfortable and satisfied and sometimes admire the services at the resort.

Our process requires a lot of training, effort, patience, and understanding between leaders and employees at all levels. At a 5-star resort like Bel Marina Hoi An Resort, the staff always prioritize training to be able to grasp the needs and psychology of customers quickly, not only to provide products and services but also to create a feeling of belonging that no matter where you go, this place is “home,” a place where you can return whenever the opportunity arises.

IT IS KNOWN THAT, YOU HAVE 18 YEARS OF EXPERIENCE IN THE HOTEL INDUSTRY. CAN YOU SHARE MORE ABOUT THIS?

In my career journey, I started from the lowest position in the industry, and today, I have become the cluster general manager of a 5-star resort. My experience and journey have taken me to many destinations, from Vietnam to Cambodia, Thailand and Singapore. I worked for hotels and resorts in Vietnam from Ho Chi Minh City, Dalat, Nha Trang and Hoi An.

My essential and long-term goal is to train young generations of leaders, imparting all the knowledge and experiences I have gained through working. It is time to help others discover their potential by developing critical thinking, management leadership, and decision-making skills.

Indeed, I am a thorough person at work, encouraging employees to step outside their comfort zone, boldly think, and propose good ideas suitable for new era trends. Also, I require the staff to practice professionalism, passion, and the love for their jobs through every smallest gesture when interacting with customers.

At Bel Marina Hoi An Resort, we always plan to grow our people, develop our legacy team, and build clear career paths for the next positions. It’s essential to that they are fully qualified to take on the next responsibility and step into the next leadership role.

To me, the key to hotel success is how our staff performs and executes the services.

Thanks for your sharing

Saigon New Day

Từ khóa : Bel Marina Hoi An resort, resort 5 sao, Hội An, thành phố được yêu thích nhất châu á, Robert Menzies, Tổng quản lý Bel Marina Hoi An resort