Have You Met Thi Nu Nguyen of Vietnam House, Vietnam's First Service Award Winner?

What is it that you enjoy most about the job?

"What truly excites me about my role is the constant diversity. Every day brings new faces, from the colleagues I collaborate with to guests that I have the privilege of serving. We get a lot of international visitors at Vietnam House, allowing me to connect with people from all corners of the world. Here, I can become a storyteller. Each dish, meticulously crafted and representing a specific region, carries a unique story that I revel in telling. This fosters a deep connection with guests, enabling them to take home not just delicious memories, but also a piece of Vietnamese heritage.

"It's not just about serving food; it's also about building connections. Talking to people from all over the world is like going on a mini holiday every day! I learn so much about their cultures, traditions, and their favourite foods back home. It's a beautiful exchange – they get to experience Vietnamese cuisine, and I get a window into their world. It makes me realise how much we all have in common, even with different backgrounds."

What does good service mean to you?

"For me, exceptional service is ensuring guests not only savour the culinary delights on their plates but also immerse themselves in the entire ambiance. It's about anticipating their needs and choreographing a journey from the moment they step through the doors. It's also about creating those 'wow' moments that leave a lasting impression.

"The trick, I think, is reading guests and anticipating their needs to create a personalised experience. For example, with Vietnamese guests, subtle cues like regional accents allow me to alert the kitchen and adjust flavours accordingly. Northerners tend to prefer their food less sweet; diners from central Vietnam like a bit more spice. This applies to international guests, too. I’ve learned that Korean guests, for example, prefer coriander served on the side."

What advice do you have for those starting out in the service industry?

"The first message to all the future service stars out there: passion is the fire that keeps you going! It's what fuels that extra smile and that genuine care you offer your guests. But remember, passion is just the starter. The real magic happens when you couple this with a thirst for knowledge. So, the second message is: never stop learning. Devour everything you can about the food you serve – its history, its cultural significance, the stories behind each dish. This knowledge becomes your superpower. It allows you to connect with your guests on a deeper level, turning a meal into an experience."

How has service changed in Vietnam over the past decade?

Vietnam's service industry is booming! Fueled by the travel surge and a growing desire for top-notch experiences from locals, it's undergoing a serious transformation. People are no longer satisfied with just a meal – they seek professional service that complements the experience. A few years ago, eating out was simply getting food from a chef with a server delivering it. But now it's a journey. Everyone plays a part – the friendly hostess who greets you, the talented chefs crafting the dishes, and the attentive servers guiding you through the menu. It's all about creating a seamless and memorable experience.

“This shift in expectations is pushing the boundaries of Vietnamese hospitality. We're witnessing a move away from the traditional model of simply delivering food to a more holistic approach. Vietnam has a unique opportunity to carve its own niche in the global service industry. I believe that by capitalizing on its rich cultural heritage, embracing innovation, and nurturing an enthusiastic workforce, Vietnam can position itself as one of the leaders in Southeast Asia, offering exceptional service experiences that captivate and delight guests from all over the world.”

Is there a service style that is typically Vietnamese?

"I believe that Vietnamese service should embody warmth, attentiveness, and a focus on creating a comfortable and enjoyable dining experience. Good Vietnamese restaurants often cultivate a sense of community. Servers might address guests by name, remember their preferences, and engage in friendly conversation. Likewise, servers strive to anticipate guests' needs and provide personalised recommendations. This could involve suggesting dishes based on preferences or explaining where ingredients come from and cooking techniques. One area where Vietnamese service might differ from other places is in the value we place on indirect communication. For example, we might avoid saying "no" directly. Instead, we offer alternative solutions or explain limitations. If done with care, this helps maintain conversational flow and strengthens the relationship between server and guest."

How did you feel when you won the Service Award?

"My journey at Vietnam House wasn't exactly traditional. Starting in housekeeping, I wasn't initially sure if service was the right fit. However, through spending time here, I've discovered a passion for creating exceptional guest experiences. Winning the Service Award was a humbling but incredibly rewarding surprise. It wasn't a solo win, though. It reflected the dedication of the entire Vietnam House team. We're all passionate about what we do, and this award validated our collective efforts."

As a service professional, what do you look out for when you eat out?

"When I dine out, I slip into 'observer mode'. I watch how the staff create a welcoming atmosphere – from the initial greeting to their overall attentiveness. It's fascinating to see how they paint a picture of the restaurant, whether through descriptions or recommendations. As a fellow service professional, I really appreciate the challenges servers face, especially if they are new. It’s clear when newbies are learning the ropes, and I think being a service professional has taught me the kind of patience that I wouldn’t have otherwise."