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DNO - The Da Nang Department of Culture, Sports, and Tourism is stepping up efforts to improve service quality across the hospitality sector, aiming to strengthen visitor loyalty and elevate the city’s tourism brand.
Through a series of seminars and training sessions for hotels and tourism service providers, the department seeks to instill professional service standards as a key differentiator in an increasingly competitive market.
At a recent seminar, Nguyen Thi Thuy Minh, Human Resources Director of Ascott International Management Vietnam, shared survey findings showing that 73% of customers become loyal because of friendly staff service; 77% are willing to recommend a brand after a positive experience; and 93% are certain to return if served perfectly.
“Just one timely smile can ease the frustration of even the most demanding guest. A sincere greeting can open the door to an unforgettable holiday,” Ms. Minh said.
Human interaction, rather than modern facilities alone, is what leaves a lasting impression on guests. This was also emphasized during the ‘Housekeeping Management in the AI Era’ workshop, co-organized by the Vietnam Hotel Housekeeping Club and the department.
Do Hong Xoan, the Vice Chairman of the Vietnam Tourism Association, stressed the need to integrate modern technology to enhance human resource quality and management capabilities, particularly in housekeeping.
The department has launched the ‘Professional Service, Gracious Hospitality, Civilized Conduct, Green and Clean Environment’ campaign, promoting the ‘Vietnam Tourism Smile’. Hotels are encouraged to adopt digital tools for booking, payment, and customer care.
Additional initiatives include digital transformation workshops, AI applications in hotel operations and competitions for professional tour guides and chefs.
Nguyen Thi Hoai An, the Deputy Director of the Da Nang Department of Culture, Sports and Tourism, stressed that enhancing service quality, especially the professional demeanor of tourism staff, is vital to building a sustainable brand. Only professional, friendly service can win visitors’ hearts and keep them coming back.
The department will continue offering training to improve communication and courteous conduct, working with training institutions and businesses to strengthen human resources and effectively implement Vietnam’s Cultural Tourism Criteria.
