Trinh Quan Huy-Philip on Elevating Guest Experiences at Hyatt Regency Birmingham

I'm thrilled to stand here today as a nominee for the Noble Hotel Awards for Excellence in Hotel Leadership. My name is Trinh Quan Huy-Philip, and I'm honored to share my journey in the hospitality industry with you.

My story began over 25 years ago when I started as a server at Chu Bar in Saigon, Vietnam. It was there that I met my mentor, the hotel GM, Mr. Philip T.S. Low, who guided me in this field. I then moved to Sedona Suites, where I began building my career in food and beverage operations.

Throughout my career, I've had the privilege of working with several esteemed hotels, including the Park Hyatt Saigon. Being part of pre-opening teams has been a defining experience for me. It offered not only valuable learning but also a unique perspective—witnessing a construction site transform into a fully operational hotel was truly inspiring. I was captivated by the atmosphere and lifestyle of the industry. That’s when I realized I was hooked, and I decided to pursue this path on a global scale.

I saw the opportunity to travel the world and work in exciting destinations—and I took it. From Vietnam to Singapore, Thailand, and Myanmar across Asia, and then to Holland, Belgium, France, and Germany in Europe. Currently, I’m based in the United States.

For the past three years, I’ve served as a Task Force Manager, supporting hotels as they navigate the post-pandemic landscape. I'm proud to have played a role in helping the industry recover during such a challenging time.

I'm deeply grateful for the opportunities I've had and humbled to be recognized for my work. Thank you for this honor—I look forward to continuing my journey and contributing to the future of hospitality.

After the pandemic, the hospitality industry faced unprecedented challenges. As someone who thrives in dynamic environments, I saw an opportunity to make a meaningful impact. In early 2022, I joined Aimbridge Hospitality and was appointed to interim leadership roles across multiple properties. My task was to assess operational deficiencies, implement strategic improvements, and guide cross-functional teams through complex transitions.

As the industry began to rebuild, I was drawn to Hyatt’s Task Force team, where I could apply my expertise to help properties overcome operational hurdles. Over the past three years, I’ve had the privilege of working with numerous hotels, implementing proven methodologies, and driving excellence in execution.

This experience has reinforced the value of adaptability, forward-thinking vision, and collaborative leadership. I’m passionate about helping hotels navigate complex transitions and reach their full potential. Serving as a Task Force Manager has allowed me to make a broader impact, and I’m committed to continuing this work as the industry evolves.

I believe the key element that resonated most with the judges was my ability to adapt and lead through complex transitions—particularly during the post-pandemic rebuilding phase. My experience as a Task Force Manager, where I’ve rapidly assessed organizational deficiencies, implemented strategic improvements, and guided cross-functional teams, has demonstrated both my leadership capabilities and forward-thinking vision.

Additionally, my passion for driving operational excellence, collaborative leadership style, and commitment to delivering exceptional results were likely key factors in this recognition. Ultimately, it's about making a positive impact on the properties I’ve supported and the people I’ve led, and I’m humbled to be recognized for Excellence in Hotel Leadership.

One of the biggest challenges I faced was distilling my experiences and achievements into a compelling narrative that showcased my leadership capabilities. With a wealth of experience across multiple properties and roles, it was crucial to identify the most impactful stories and metrics that best demonstrated my strengths in hotel leadership.

To overcome this, I took a step back to reflect on my journey—highlighting key moments where I drove significant improvements, led teams through complex transitions, and delivered exceptional results. I also sought feedback from colleagues and mentors to gain fresh perspectives and ensure my application effectively highlighted my strengths.

Throughout the process, I remained focused on the award’s criteria, ensuring that my entry reflected my leadership vision, strategic thinking, and commitment to excellence. By staying organized, persistent, and true to my passion for hospitality, I was able to deliver a submission that resonated with the judges and earned me the title of Excellence in Hotel Leadership.

As a Task Force Manager at the property, my daily responsibilities align with the needs and expectations of modern travelers by:

1. Delivering personalized experiences through tailored operations and services.

2. Ensuring seamless technology integration for efficient check-in, digital amenities, and mobile services.

3. Fostering sustainability and eco-friendly practices in hotel operations.

4. Implementing flexible and adaptable services to meet evolving traveler needs.

5. Driving guest-centric innovations and continuous improvement.

By focusing on these areas, I work alongside other team members to help the property remain competitive, meet modern traveler expectations, and provide memorable experiences.

Winning the Excellence in Hotel Leadership award is a significant milestone, and I'm excited about the new opportunities it brings. I hope to leverage this recognition to step into more senior leadership roles, with the goal of becoming a Hotel General Manager. In that role, I envision leading a team to deliver exceptional guest experiences, drive business growth, and foster a culture of innovation and high performance.

This award affirms my skills and experience, and I’m confident it will open doors to new challenges and opportunities that support my career aspirations. I'm excited to use this recognition to shape my career trajectory and make a lasting impact in the industry.

As a Task Force Manager, I've helped hotels integrate sustainable practices while maintaining luxury and comfort by:

1. Implementing eco-friendly initiatives, such as energy-efficient lighting and waste reduction programs.

2. Sourcing local and sustainable suppliers to reduce the carbon footprint.

3. Introducing green amenities and services, like refillable toiletry bottles and sustainable linens.

4. Streamlining operations to minimize energy consumption and waste.

5. Educating staff on sustainable practices and promoting a culture of environmental responsibility.

By balancing sustainability with luxury, we've enhanced our brand reputation, reduced costs, and provided guests with an exceptional experience that aligns with their values.

I'm a catalyst for change—translating company vision into reality by leading strategic initiatives, driving operational excellence, and empowering teams to achieve exceptional results.

I believe this captures the essence of my role by embodying the company's vision, driving strategic improvements, achieving operational excellence, leading cross-functional teams, and delivering exceptional results.

As a Task Force Manager, I attribute this achievement to a few fundamental principles:

1. Staying adaptable and responsive to evolving hotel needs.

2. Driving innovation and best practices in operations and guest experience.

3. Fostering collaborative relationships with hotel teams and stakeholders.

4. Identifying opportunities for growth and improvement.

5. Delivering tailored solutions to meet each hotel's unique challenges.

By focusing on excellence, teamwork, and continuous improvement, I aim to make a lasting impact on hotels and teams—leading to long-term success and growth in the hospitality industry.

Here’s a quick story from a recent property I worked with. I recall a guest celebrating their anniversary. Unfortunately, their room wasn’t ready on time due to unforeseen circumstances. I worked closely with the team to expedite the room preparation and arranged a complimentary upgrade with a champagne toast.

The guests were thrilled, and their feedback stood out: "The team’s dedication and attention to detail turned a potentially disappointing experience into an unforgettable one. While the MOD was a Task Force Manager, Philip’s proactive approach and commitment to excellence truly made our anniversary special."

I believe this feedback reflects my role in driving exceptional guest experiences, solving problems quickly, and collaborating effectively with the team—ensuring every guest feels truly cared for.

Winning the 'Excellence in Hotel Leadership' award isn’t just a personal achievement; it’s a testament to the power of dedication, passion, and teamwork in hospitality. I hope this recognition will inspire future hoteliers and young talents to strive for excellence, come together, and help shape our industry into an even more welcoming, innovative, and exceptional space for guests worldwide.

By sharing my journey and experiences, I aim to motivate others to pursue their passions, push boundaries, and contribute to the evolution of hospitality. Together, we can create a brighter, more extraordinary future for our industry.

As a Task Force Manager, I’ve implemented innovative features and ideas that transformed property operations, particularly in the F&B department. Some notable examples include:

1. Hotel-wide initiatives:

Digital Menu Boards — streamlining menu updates and promotions, enhancing guest experience, and reducing printing costs.

Sustainable Practices — introducing eco-friendly initiatives such as reducing single-use plastics and sourcing local ingredients.

2. F&B department innovations:

Restaurant Revamp — redesigning menu offerings, ambiance, and service models to cater to evolving guest preferences.

Bar Concept Development — creating craft cocktail experiences and themed bars, increasing revenue and guest engagement.

Staff Training Programs — implementing customized training initiatives focused on mixology, customer service, and upselling techniques.

3. Hotel operational improvements:

Data-Driven Decision Making — utilizing analytics to optimize menu engineering, inventory management, and staffing.

Guest Feedback Systems — implementing real-time feedback mechanisms to enable prompt issue resolution and service improvements.

I believe these initiatives have enhanced operational efficiency, boosted team morale, and driven guest satisfaction, ultimately increasing revenue and improving the property's reputation.

As a Task Force Manager, my next project involves revamping our hotel’s culinary experience to better cater to evolving guest preferences. I’m excited to pursue initiatives such as:

Culinary Innovation - Introducing new menu concepts, locally sourced ingredients, and unique dining experiences.

Technology Integration - As this century is the century of AI, implementing digital ordering and payment systems to enhance guest convenience.

Sustainability - Reducing food waste and adopting eco-friendly practices.

These initiatives will enhance guest satisfaction, drive revenue, and solidify the property’s reputation as a culinary destination.

Personally, I think a candidate must showcase tangible impact by highlighting specific achievements and metrics that demonstrate leadership excellence. They should tell compelling stories that illustrate passion, innovation, and commitment to hospitality. Emphasizing team collaboration is also important—illustrating the ability to inspire and empower teams.

Additionally, candidates should demonstrate industry knowledge by showcasing their understanding of trends, challenges, and best practices. Finally, highlighting unique strengths that set them apart as a leader can make a strong impression. By focusing on these areas, candidates will have a better chance to create a strong submission that truly reflects their leadership excellence.