The speech delivered by Mr. Hoàng Dương Vũ, Director of the Grand Palace Hotel in Vung Tau on behalf of the Swiss EHT learners
at the Networking Event and Graduation Ceremony of the Swiss EHT Program
13 December 2025, Ho Chi Minh City
Mr. Hoàng Dương Vũ at the event
Distinguished Guests, and the Swiss EHT learners,
Standing here today, I can clearly sense the values we have collectively built throughout our learning journey. This is not just because we have completed an international-level course, but more importantly, this is because each one of us has developed significantly—in our mindset, in our professional perspective, and in role we hold within Vietnam’s tourism industry. As the representative for the Intermediate Course, I am truly honored to represent all my fellow participants in expressing the pride, gratitude, and commitments that we carry forward from this course.
First and foremost, allow me to express my deepest gratitude to the Ho Chi Minh City Department of Tourism and SECO for not only seeing the strong development potential of Vietnam’s tourism industry but also having special trust in the most crucial element: people. This trust has been the driving force for all of us to enter the course with responsibility and a passion for change. At the same time, I would like to extend my sincere thanks to Helvetas Vietnam and CRED—the silent forces behind the scenes, working with thoroughness and dedication to provide us with a high-standard, effective, and inspiring training program.
I would like to thank the instructors of the Swiss EHT program, who have brought us not only knowledge but also a mindset, a perspective, and the inspiration to dare to look back our own works. Under your guidance, every session became a journey of discovery, an opportunity to broaden our vision and identify solutions to the difficulties we face in our practical work. The perfect blend of academic knowledge and real-world experience has made this course not just a learning process, but a journey of transformation for every learner.
Throughout the course, we have collaborated to expand our thinking, to view the hospitality industry through a new lens—a more refined, profound, and human-centered lens. We have learned that hotel operation is not just a sequence of repetitive tasks; it is a story of emotion, of delicateness, and of the ability to touch the hearts of our customers. Leadership is not merely management, but inspiration. It is not about showing power, but about nurturing. It is not about giving instructions, but about unlocking potential.
We learned to listen more, understand more, and trust more. We realized that a sustainable business must grow from a happy team; and a happy team can only be built on a human-centered leadership style that respects people and empowers them at the right time. We also understand that people are the non-replicable asset, the most sustainable competitive advantage of businesses. Processes can be standardized, technology can be updated, strategies can be adjusted, but it is people—with their dedication and sense of responsibility—who make the real difference.
The lessons on international standard operations helped us clearly see the importance of a system. Service excellence is not luck; it is the result of accurately caring for small details, clear procedures, and decisions based on data, not just intuition. We understand that professionalism is created by consistent discipline and the ability to coordinate smoothly between departments, not from isolated individual efforts.
The knowledge about finance also opened up a new perspective for us: that a hotel seeking to grow must have a transparent and solid financial foundation. Revenue optimization, cost control, and performance evaluation are no longer dry concepts, but guiding principles that help us make sound decisions and lead the business through volatility.
And most importantly, the course emphasized that the essence of the hospitality industry lies in the art of service. It comes from simple things: a smile at the right time, a keen observational eye, an action that anticipates the customer’s needs, or simply the sincerity in every word and gesture. Because service, ultimately, is not just a task to be completed; it is the art of creating emotion, the bridge that leads customers to beautiful and memorable experiences.
We must also mention the spirit of sustainable development – a long-term commitment, a shared responsibility for the entire industry. Actions like reducing single-use plastics, saving energy, cooperating with local suppliers, or recycling waste not only help businesses save costs but also contribute to environmental protection and shape a green future for Vietnam’s tourism. When every business changes a little, the entire industry will change a lot.
Mr. Vũ and other learners received the certificate for the Foundation Course – Excellent Service
For me personally, serving as Head of the learners of the course was an opportunity to connect deeply with each and every participant. Through discussions, sharing, and moments of inspiration, I learned greatly from your real-life stories. Each person came from a different background but shared the aspiration to elevate Vietnam’s tourism sector. It is this bond that has shaped a strong, united, and positively energetic collective.
And today, as I reflect on this journey, I strongly believe that all the new knowledge and mindset I have acquired will be transformed into practical actions. At the hotels I manage, we will implement internal training programs, standardize processes according to the green and sustainable model, apply technology to management, and most importantly, build a leadership and staff team dedicated through listening, sharing, and empowerment. I believe that if every business strives to improve 1% daily, we will create a positive wave of change for the entire industry.
As this journey concludes, I realize that the greatest value does not lie in the lecture slides or the notes in the notebook, but in the inner transformation within each of us. We learned to become better versions of ourselves. We learned to lead with kindness. We learned to build a sustainable, human-centered, and promising tourism industry.
I believe that when everyone, who is here today, brings this spirit back to their respective businesses, Vietnam’s tourism industry will surely step onto a new level, which is more prideful, stronger, and more sustainable.
Once again, I would like to express my deep gratitude to all of our here: our distinguished guests, the Swiss EHT instructors, the ST4SD project, SECO, Helvetas, CRED, and thank you to all the participants for creating such a beautiful journey.
I wish all of you good health, success in your work, and may you always be those who spread positive value to our national tourism industry.
Thank you!