The Art of Exceptional Service: A Vietnam Story
Service can take an experience from enjoyable to unforgettable. My recent holiday in Vietnam proved this in spades. It was the little, personal touches that turned our trip into something truly memorable.
In Hoi An, we stayed at the Lantana Riverside Boutique Hotel and Spa, a charming little place that made us feel like royalty. From the moment we arrived, the staff went above and beyond to ensure we had an incredible stay.
Check-In Done Right
After arriving late due to some delays, we were warmly welcomed by Ely. Forget standing awkwardly at a front desk - Ely ushered us into comfy lounge chairs, handed us warm towels and drinks and chatted with us about local attractions, the best restaurants, and even a tailor recommendation. That’s how you check in with style!
Room Surprises
When we got to our rooms, we were greeted with adorable touches: hand-cut paper hearts on the bed and towels folded into elephant shapes. My teens, who are rarely impressed by anything non-digital, scooped them up as keepsakes.
Breakfast Bliss
The next morning, the restaurant staff raised the bar even higher. They patiently showed us how to eat traditional dishes and shared stories about their lives. I even bonded with Anna, a fellow food and beverage professional - same name, same industry, just worlds apart. By the time we left, we weren’t just saying goodbye to staff; we were leaving new friends.
Luxury in Hanoi
Our next stop was the Tirant Hotel in Hanoi, a bustling 5-star establishment that took me back to my days of working in high-end hotels. Check-in here was equally seamless, done while seated with refreshments. Two standout staff members, Don and Chester, seemed to be everywhere. Whether welcoming guests at breakfast or manning the front desk, these two were like superhuman combinations of concierge and manager. They remembered names, made stellar local recommendations and never made anything feel like too much trouble.
Fine Dining and Costly Wine
On our Halong Bay cruise with the Orchid Classic, the service reached new heights. Mel, the cruise manager, and his team showed us what impeccable service looks like. From flambe prawns served in the dark to napkins placed on laps, their attention to detail was unmatched. One minor hiccup? A currency conversion mishap led me to buy not one, but two bottles of Australian wine for $180 each—wine that retails for $28 back home. With every sip, I felt $5 slip away. But hey, it’s all part of the story, right?
A Shared Challenge
It was interesting to hear that Vietnam is also beginning to face some of the same issues as Australia when it comes to the hospitality industry. The next generation is less inclined to view service work as a long-term career option, making it difficult to find skilled staff who have studied hospitality management. This is particularly challenging for Vietnam’s 5-star hotels, which have traditionally relied on well-trained professionals. Despite this, the Vietnamese certainly work hard—with 12-hour shifts and only one day off a week being the norm.
Final Thoughts
What made these experiences special wasn’t just the high standards - it was the personal touches, the genuine care and the effort to connect with us. Whether it’s a boutique hotel in Hoi An, a luxury stay in Hanoi or a cruise through Halong Bay, the Vietnamese know how to turn hospitality into an art form.