Nguyễn Thị Cẩm Giang, a 25-year-old from Phú Yên, has transformed what began as a “random choice” into a truly meaningful and accelerating career path in hospitality. Giang admitted that when she started studying Hotel Management at Tôn Đức Thắng University, she lacked a clear vision. “I simply chose a major that seemed easy to find a job in,” she shared. A challenging first internship in a hotel’s Food & Beverage (F&B) department led to immediate self-doubt: “I didn’t think my life would be tied to this job.”
Graduating just after the height of the Covid-19 pandemic, Giang secured a role in the Customer Care Department of the A25 hotel chain. A domestic brand known for its smaller-scale properties, A25 was founded with a strategic emphasis on facilities that promote sustainable values. After years of growth, the chain now boasts 67 2- to 4-star hotels spanning the length of the country. It was here she discovered her true passion: engaging in conversations, interacting with guests, delivering essential customer service, and actively listening to and resolving people’s concerns.
Cẩm Giang at work with her team members at the Customer Care Center of A25
Her role was demanding. The Customer Care Center, a small team of only ten within the Retail and Customer Care division, managed everything from reservation bookings and handling complaints to post-sale care. Crucially, they were also responsible for training service standards for all operational staff across the chain to ensure consistent quality. Despite the heavy workload, Giang was never discouraged. She quickly realized that formal education was secondary to real-world application and a drive for continuous improvement. “The knowledge from school is just theory. I am passionate about working out how to continuously improve the service we provide,” Giang confided.
The opportunity arrived in mid-2025 when Giang attended the Foundation – Excellent Service course, part of the Swiss EHT program. This training, organized by the Swiss Tourism for Sustainable Development in Vietnam (ST4SD) project through the Hochiminh City Department of Tourism, proved to be a major turning point.
“I am very grateful to have attended such a course. There is so much practical knowledge to apply. I felt like a fish finding water with a sea of practical knowledge I gained through professional training.”
The course helped her systematize essential principles that often get overlooked in the day-to-day rush. “The course systematized the fundamentals. They seem simple but are not… Excelling at the foundation will elevate our hotel service and lead us toward perfection.”
Cẩm Giang on her graduation day for the Foundation Course of the Swiss EHT – Excellent Service
Immediately after the course, Giang compiled a comprehensive post-training report with actionable recommendations. She was delighted when leadership not only praised her work but also promptly implemented several of her logical proposals.
Giang’s suggestions focused on service enhancement, emphasizing the application of core principles and critical ‘touchpoints’ in the customer journey. She also proposed researching international customer behavior trends to personalize services. Notably, she applied the Service Recovery Paradox principle, aiming to turn complaints into opportunities by striving to resolve issues better than expected to achieve superior customer satisfaction.
She proposed practical sustainable development initiatives, such as source separation of waste and reducing plastic waste by switching packaging from plastic bags to paper. These proposals were highly appreciated by the management for their real-world applicability.
Giang also shifted her management style, focusing on instilling the course’s spirit of ‘service from the heart’ rather than mechanical, standardized work. She aimed to bring positive change and optimize the combined efforts of her entire team.
Returning from the course with the new role of Deputy Director of the Customer Care Center, Giang’s ascent continued rapidly. At the age of 25, Nguyễn Thị Cẩm Giang officially became the Director of the Customer Care Center for the A25 hotel system, making her the youngest director in the chain.
However, success has not led to complacency. Giang’s ambition now focuses on Operations Management. “The operations block is the heart, the lifeblood of the entire hotel. To become a good manager, I need a deeper understanding of the hotel’s operations,” she stated.
Giang is currently participating in the Intermediate Course of the Swiss EHT program and aims to enroll in the Advanced Course as soon as it is available. She is diligently accumulating experience, taking notes, and creating her own management handbook.
Nguyễn Thị Cẩm Giang is a prime example of the saying: “Success does not come from choosing a major, but from choosing the right attitude and continuously learning.” She transformed professional knowledge into the drive and tools to redefine service, improve her organization, and build her own powerful career future.