Embrace Local Culture with International Standard
Message from founders and Ceo Operation Development manager
Nam Tram
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Nam Tran CEO Operation and Development
Embrace Hospitality was born out of the simple desire for a high quality hospitality service in order to meet the expectation of Western and Eastern guests. With the rapidly growing tourism industry in Vietnam the lack of customer service knowledge, cultural understanding, general education and the missing standard operation system, has become an increasing complication for the local hospitality owners. We run the hospitality businesses on behalf of local investors/owner and become their only contact point. As for the properties we provide Embrace SOP’s to help the team understand and embrace an international standard and service. We set up training for Customer Service, Front of House, Kitchen, F&B and Housekeeping. The management receives training too as well as clear targets and a finance system. Our sales team promotes the hotel and makes new contracts and manipulates rate structure without lowering rates. We work as a team and all properties work hand in hand. Brainstorming and sharing ideas and inputs makes us strong and united to prove our customers with a unique experience and a consistent standard at every property managed by Embrace Hospitality.
Doan Hoang Hiep Sales Manager
Doan Hoang Hiep
Mr. Francisco José Canto Illescas Hotel Ambassador
Mrs. Vanessa Weiss Operational Audit & Training Manager
Doan Hoang Hiep Founder & Sales Manager Mr. Hiep has found his passion for hospitality by travelling throughout South East Asia and working as a Tour Guide for renovated international tour Companies. With his ambition to learn more about the industry he claimed the ladder from GRM to GM in no time. He now is in charge of our Sales team and has created a vast portfolio of contracts with tour operators from all over the world.
Mr. Dammika Navaratna GM Silk Luxury Hotel & Spa
The Team
Founders and partners
Ms. Nguyen Thi Ngoc Oanh Finance & Operation Manager
Mr. Phi Do GM The Villa Hoi An
Mr. Vu Quoc Tuyen GM Silk Village Resort & Spa
Nam Tran Founder & CEO Operation and Development Born in Nha Trang in 1982 he studied in Hanoi Tourism & Hospitality Management. He worked for Victoria Group, Cruise Halong, Elegance Hospitality Group in management position. Mr. Nam overseas all the operations from Embrace Hospitality Group and is involved in development as well as in daily activities, events and procedures and finance.
Vision & Mission
We embrace....
Local Culture, new ideas, innovation and changes in a fast moving world
Customers satisfaction through consistency and high quality service and products
Revenue increase through a healthy working environment and training, effective sales and marketing strategies
Community
Embrace tries to be a role model, for our employees and guests by using eco-friendly products. In 2019 we have conducted training for environmental awareness for all our staff/ properties and have changed all shampoos to refillable bottles, no straw policy in all the F&B outlets as well as changed plastic bags to paper bags.
Embrace is proud to be part and a sponsor of HOTBA - Hanoi Old Quarter Tourism Business Association. HOTBA, brings business together to build long and strong relation, play football and exchange ideas as well as to support the community with charity activities. Embrace was part of 2019 Holiday Bazaar at the International School of Hoi An, in support of Children's Education Foundation - Vietnam
Environment
Environment Cards
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A new room directory in flip over book style A5, will be created by Embrace.
Embrace supports all property with design for poster, promotion, sales events and the basic design for all guest room and guest documents. We provide consistency not only in service but also in set up and design.
Room Directory
Embrace Newspaper with monthly edition, will be provided to all properties. Each property will have space for adds and content.
Welcome Cards
Procedures & Systems
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Design
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Environmental cards for changing towels and bed sheets are created for all properties.
Newspaper
SOP's
Job Description & KPI
Learning Tools
Training Plan
SOP Manuals for all departments will be provided by Embrace Hospitality
We wet up a KPU system to motivate employees and provide benefits.
Embrace Hospitality will set up an online access for all employees to be able to learn the SOP's
Embrace has set up training documents for all departments as well as English for Hotel learning tools
Welcome Cards are designed in post card format for all properties
Embrace has a wide portfolio national and international partners and travel agencies: Vidotour Exo Travel Travel Indochina Tonkin Voyage Aurora Travel Luxury Tours Buffalo Tours Indochina Pioneer Asian Trails Amica Travel Footprint Indochina Travel Service and many more
Our sales and marketing departments from all properties work hand in hand to get the best results and highest occupancy. Each property has their own sales & reservation staff. Embrace supports them by providing sales documents and support. Embrace handles all the marketing: - Social Media - Embrace Website - Mailings - Newspaper - and more
Sale & Marketing
At Embrace we believe that knowledge is the key to success. In order to provide a high quality service and to offer the staff a pleasant working environment we have set up training to support them, make them more confident and create the leaders of the future. Customer Service Training Pool Rescue Training Emergency First Aid Training F&B Training English for beginners Advanced English Team Building Cross Training
TRAINING
Investors / owners
Once the investors/owners have signed the contract with Embrace Hospitality, they will solemnly work with Mr. Nam. Embrace will keep track of the finance and take over the operation of the property. Embrace will try to keep the manpower and support the team to make the needed changes. Targets of room nights, extra revenue will be set in order to maximize the benefit for the investors. Monthly reports will be provided in order for the investors to keep an overview of their business and to state the changes and improvements.
Silk Village Resort & Spa Hoi An
Surrounded by tropical gardens, Hoi An Silk Village Resort & Spa offers a luxurious resort experience for guests to enjoy their stay in the UNESCO World Heritage town. At Hoi An Silk Village Resort and Spa we go above and beyond to ensure a truly memorable guest experience. Elements of traditional Vietnamese design combined with modern, luxury styling create an indulgent retreat in our new Trendy Wing which was opened in March 2019. The resort offers 131 modern and luxurious guestrooms, from the elegant, traditional Villa style accommodation to the contemporary and well appointed Duplex Suite. You will experience a true sense of Vietnam’s rich history and culture while being treated to 5 star luxury accommodation and an unparalleled range of guest services including a boutique and an in house tailor. Our guests can partake in a variety of in-house activities including our Cooking Class or the unique Silk Village Tour which celebrates the local culture and tradition of silk production. The grounds feature a traditional Vietnamese wooden home which houses part of our unique silk making display. Guests can experience a true sense of Vietnamese tradition and culture. With two swimming pools, a well equipped gym, a kids club, three restaurants, a coffee & tea house as well as shopping facilities, we cater to a range of guest expectations. Complimentary shuttle services to Hoi An and the beach and free bicycles are available.
Silk Luxury Hotel & Spa offers elegance and comfort in the heart of Hoi An Ancient town. The rooms are traditionally styled with an emphasis on modern comfort. Offering 92 rooms with pool or city view, air-conditioned, an in-room safe, minibar, a flat-screen cable/satellite TV and sofa seating area. The en suite bathroom comes with shower facilities, bathrobes, hairdryer and free toiletries. Silk Luxury Hotel & Spa is dedicated to provide guests with comfort and luxury and a professional personalized customer service. Silk Luxury is the ideal choice for our guests who want to experience everything vibrant Hoi An has to offer. Within a few minutes’ walk you enjoy everything Hoi An Ancient town has to offer – the local lifestyle, history, culinary offerings and shopping.
Silk Luxury Hotel & Spa Hoi An
The Villa Hoi An- Boutique Hotel was build following an environmental friendly concept and is one of the first destination in South East Asia to be certified green by HQETM. To obtain the certification, the design and construction of the hotel required sustainable design and construction principles with strict attention to preserving and maintaining the environment. We maintain this commitment to sustainability and the environment in everything we do. We are boutique retreat, allowing you to escape from the crowds after a day in the Old Town, touring and exploring. The Villa Hoi An Boutique Hotel features a beautiful pool, restaurant and bar as well as our Organic Spa, to ensure our guest's best comfort.
The Villa Boutique Hotel Hoi An
Set in a unique traditional house dating back centuries, Le Fe Dining Place offers ambiance full of history and charm. In 2012, Le Fe became a local hit as a coffee shop for domestic and international visitors alike. In April 2019, Le Fe Dining transformed from a charming coffee spot to a fine dining restaurant. Embrace Hospitality, together with our talented Chef, Mr. Hoàng Văn Chiến, have developed a new dining concept. He has carefully chosen each dish to stimulate our guest’s mind, eye and palate. Each plate has a story to tell and is created with passion and high quality ingredients to ensure a unique flavor. His signature dishes such as the “Deep friend soft Shell Crabs” will delight and become a food memory to be savoured. Open daily from 10:30 to 22:30
LE Fe Dining Place Hoi An
www.embracehospitality.vn