CAM RANH - When the Vietnamese government announced a national lockdown because of coronavirus, the 96-pavilion and 384-suite Alma resort overlooking Long Beach, on Vietnam’s Cam Ranh peninsula, was forced to close, at least until the end of April.
Austrian-born Herbert Laubichler-Pichler, who had taken charge of the December 2019 resort opening, was suddenly faced with temporary closure, but he has put a positive light on the situation, saying it afforded a unique opportunity the Alma otherwise wouldn’t have had.
The resort is using the time to scrutinise and alter its product and experiences, based on the initial things they learnt about their guests’ preferences and habits. The 30-hectare resort will reopen the second time with insights it didn’t have the first time.
Mr Laubichler-Pichler’s work in Vietnam goes back almost 14 years and includes management of some of the country’s most acclaimed properties including Anam, that also fronts Long Beach, Ho Chi Minh City’s Reverie Saigon and Nam Hai in Danang.
In this dispatch from Cam Ranh he describes how the resort is making the best of the coronavirus lockdown.
Herbert Laubichler-Pichler: “Covid-19 will change the hospitality industry”.
“Covid-19 will change the hospitality industry; there will be “Before Covid-19” (BC) and “After Covid-19” (AC) and this will have all sorts of implications, ranging from bolstered online communication to new approaches to training.
“Staff training is a major priority for Alma during this time and we’re using technology wherever possible to deliver this training. For example, we’re holding English lessons through Zalo video to avoid group sessions.
“We believe this also helps staff still feel connected and supported, and that they still belong to our resort’s community even though they are not physically here.
“We are also developing online classes for wine seminars, mixology classes and general cooking classes.
Pizza anyone?
Alma’s Italian chef Francesco Conzattu is holding online pizza cooking classes
“Alma’s Italian chef Francesco Conzattu, from Sassari in Italy, is creating online pizza cooking classes so that staff and guests can learn to cook at home.
“For the staff there are also refresher courses for SOP (standard operating procedures). We are also doing more system training in the various departments as well as working on improving the guest experience.
“For example, F&B is reviewing all concepts, and looking at what dishes sell and what dishes don’t sell, coming up with new menus, and doing further training.
“It’s much harder to change, for example, your culinary landscape when you’re busy with the daily operations of a property.
“There are many, many things we have to do. You close the hotel, and you have more work to do than ever before. But it’s exciting and I always like a challenge. In the long-term, we will win by how we handle the short-term.”
“As many people in Cam Ranh work in the tourism sector, Covid-19 has had a big impact here. Other industries here include construction, fishing and farming and all of them have also been severely affected by the virus.
“The people of Cam Ranh, and of Vietnam, are a resilient people and look after one another. Some of our former staff have switched to online sales, as well as selling fruit and desserts.”