Taking care of hotel/resort security matters and bell boy duties are vital Front Office functions. The Bell Boy is one of the first and last memories a guest has, while the importance of a Security Manger’s role goes without saying. Both are integral to maintaining a hotel’s image. In this edition of the Hoi An Post, 36-year-old Trinh Xuan Hong, responsible for both areas, shares what a typical, or not so typical, day is like for him.
Hong was born in Ninh Binh province 700km north of Hoi An. Rather than follow in the footsteps of his army officer parents, he studied at the Faculty of Electrical and Electronics Engineering of the University of Science and Technology of Hanoi and then planned to work in Ninh Binh. However, a trip to Hoi An totally changed the direction of his career where he decided to settle after falling in love with the town’s tranquility and friendliness. His first job was as a hotel electrician, his first foray into the hospitality industry. After working at various properties including the Hyatt Regency Da Nang, Sunrise Premium Resort Hoi An, Da Nang Crowne Plaza and Ocean Villas Da Nang, he was offered the roles of Security Manager and Bell Boy at La Siesta Resort, where he has worked since 2013.
His alarm wakes him up each day between 4.30am and 5am ready to start his day at the Resort after dropping his children off at school.
Three important qualities for his job are flexibility, strength and consistency whilst aspects that make him smile are knowing guests are happy, his friendly work colleagues, being proactive and overcoming challenges.
Hong explains his job requires agility in handling and transporting guests’ luggage but also a lot of movement around the resort ensuring public and outdoor areas are kept well maintained. Equally important is the ability to react quickly and deal with challenges such as sudden weather changes or incidents. He proudly recalls his most memorable experience when Hoi An town was badly flooded in December 2016, affecting a huge number of properties and businesses. At La Siesta Resort he and colleagues had to react with lightning speed to keep all equipment and facilities away from flood water. He also had to carry guests to boats and go back and forth to the Resort by boat with food for staff as the town’s roads were submerged by flood water. Whilst not a fun positon to be in, it was a very memorable time generating great camaraderie between staff and guests.
As for his future ambitions, he explains he is very happy in his job which nurtures his passion of meeting visitors from around the world, learning about different cultures and when he sees they are happy, he is happy.