In the operational structure of 4- to 5-star hotels, middle management—comprising supervisors and department heads—constitutes the vital link between executive leadership and frontline staff. This group is directly responsible for ensuring the seamless delivery of guest experiences, maintaining service quality, and optimizing workforce performance on a daily basis.

🔍 Why are supervisors and Head of Departments (HoD) the critical factor in hotel?

• They serve as the primary responders to operational challenges, preventing potential issues from escalating into brand-damaging crises.
• They lead, mentor, and develop the young workforce, which represents the core talent pool within the hospitality sector.
• They are custodians of service culture and quality standards, ensuring consistent excellence across all touchpoints.

Given the post-pandemic labor shortages and the rapid expansion of Vietnam’s hospitality market, numerous hotel operators experience difficulties in retaining and nurturing a pipeline of competent successor managers. Furthermore, many organizations report that although potential talent exists, these individuals often lack the practical leadership skills necessary for effective management.

Investing in Middle Management Training: A Strategic Imperative

The training programme titled “Hotel Supervision According to VTOS Standards,” delivered by Pegasus International College for the management team of Peninsula Hotel Danang in 2025, has yielded significant, measurable benefits. This initiative stands as a clear case study demonstrating the value of investing in human capital.

The programme transcends conventional skills training by emphasizing comprehensive leadership development, underscoring the commitment to enhance managerial competencies and deliver superior guest value.

Highlights of the training programmeme

• The intensive five-day course features robust practical components designed to enhance skill acquisition.
• Key curricula focus areas include:
  • Effective communication strategies
  • Operational planning and organisation
  • Professional customer issue resolution
  • Structured coaching and corrective feedback techniques
  • Professional approaches to problem-solving
  • Enhanced hotel supervision skills.

Practical outcomes and Participant feedback

Through interactive exercises and constructive feedback from instructors and peers, participants reported significant improvements in

• Interdepartmental and guest communication effectiveness.
• Staff coaching, corrective action, and motivational techniques.
• Internal operational management and guest service delivery.
• Self-awareness regarding performance gaps and development needs.
• Application of professional problem-solving protocols.

Pegasus International College remains committed to partnering with hospitality enterprises by providing tailored leadership training programmes aligned with practical competencies and industry needs. These initiatives are instrumental in fostering skilled management teams, thereby elevating service standards in 4- and 5-star hotels throughout Hanoi, Da Nang and across Vietnam.