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and it is the support of the Vietnamese
which has made us one of the most fa-
mous and most highly regarded resorts
in the country.
Who are your main clients?
Swiss-Belhotel Golden Sand Resort is
well patronized by the Vietnamese, Aus-
tralian and European markets although
this year we are seeing a big increase in
the Chinese and Russian markets.
Have you seen any changes in the
hospitality industry on the Central
Coast since you first came here?
I have only been here a short time
- 6 months - although I have already no-
ticed an increase in reported incidences
of crime, theft and over charging. It is
also very sad to see on the road from
Hoi An to Danang so many incomplete
projects or resort developments as it
gives a very negative impression to visi-
tors on their initial arrival.
With a lot more hotels coming soon,
do you think there will be competi-
tion that may lead to a price war?
Competition is healthy for any in-
dustry and it’s the same for hospitality.
I believe that as long as you are proud
of your product and always deliver the
best guest experience possible then you
don’t need to worry about the competi-
tion. A price war is lead by the weaker
products and I never partake in this type
of sales or marketing.
What have you seen improving and
what do you think needs to be im-
proved to support the hotel business
in the Central Coast?
I think the attitude of local busi-
nesses needs to change and Vietnam
needs to appreciate the high level of
income generated by tourism. There are
an increasing number of thefts, assaults
and instances of foreigners being over-
charged which is not good for Vietnam’s
reputation internationally. One price for
Vietnamese and one price for foreigners
is not the way to increase tourism.
More resorts opening also means
more qualified staff needed and it
has been a big challenge for resorts in
the Central Coast to retain qualified
staff. Have you met the same prob-
lem and how have you addressed it?
The problem is not only finding
qualified staff, but it is to get owners
to invest in training and developing the
local staff. If Vietnam Tourism is genu-
inely committed to increasing the level
of service and expertise in the local
workforce, then owners of the hotels
and resorts must support this and invest
in their employees.
What are the biggest challenges in
operating the Golden Sand Resort
and how have you managed to over-
come the challenges?
Maintaining the relationship be-
tween the owners and the international
management company and balancing
this with Vietnamese culture.
What are the similarities and differ-
ences between being a hotel general
manager in Vietnam and in Thailand?
The countries, Thailand and Viet-
nam, are geographically close, yet they
are really worlds apart. Thailand has
had at least 20 years more experience
in Tourism than Vietnam, so things are
quite different. Vietnam is a fresh,
new and exciting destination and a new
choice for travellers to Asia, whereas
Thailand is already a second or third
return destination for a lot of people.
Vietnam also needs to mature and em-
brace international tourism and think
long term revenue potential as opposed
to short term gains.
Will Vietnam be able to catch up with
Thailand’s tourism development?
Not until the country changes its
mentality towards international tour-
ism and increases its focus on guest
services at an international level. The
main thing Vietnam needs to achieve is
consistency in costs and service stand-
ards and as an industry we need to de-
velop the local Vietnamese people and
educate them on what the international
traveller’s expectations are.
THE INSIDER