Acclaimed for his exceptional leadership and unwavering commitment to excellence in hospitality, Herbert Laubichler-Pichler stands out as a true luminary in Vietnam’s vibrant hospitality scene. With a rich background that seamlessly merges luxury with authenticity, he has cultivated a dynamic team at Alma Resort, fostering an environment where creativity and dedication thrive. In this exclusive interview, Herbert shares his inspiring journey, the vital importance of teamwork, and his fervent passion for creating unforgettable experiences against the breathtaking backdrop of Vietnam.
Congratulations on being named Vietnam’s Best General Manager! How does it feel to receive such a prestigious recognition?
Being named Vietnam’s Best General Manager is an honor, but what makes me most proud is seeing the growth and success of my team. This recognition reflects their hard work and dedication as much as my own. Together we live and breathe our core values of care, respect, integrity, responsibility and passion. I’m proud of how we’ve maintained our core management team, even through the challenges of the pandemic. We’ve created an environment where our staff can continuously learn and grow, which has resulted in very low turnover and a team that consistently delivers exceptional service. This award also motivates us to keep pushing boundaries and setting new standards in luxury hospitality.
Can you share a bit about your journey in the hospitality industry and how you ended up in Vietnam?
I started working as a bellboy at my parents’ guesthouse in Austria when I was just 10 years old during summer seasons. I learned the importance of hard work and genuine hospitality. I vividly remember my father telling me, “You have to smile and greet everyone in a friendly manner.” I went on to study at the Klessheim Tourism School in Salzburg, where I became a certified chef and hotel administrator. Over the past years, I’ve had the privilege of working at prestigious properties around the world, including iconic hotels like Claridge’s in London and Schloss Fuschl in Austria. I first came to Vietnam in 2008 and fell in love with the country’s warmth, beauty and potential. When the opportunity came to lead Alma in 2019, I saw Alma as an exciting opportunity to create something exceptional in Vietnam.
What do you believe were the key factors that contributed to Alma achieving such high scores in the Travel + Leisure World’s Best Awards?
Our owner’s vision and support were instrumental, allowing us to assemble an exceptional management team from the start. We were able to hire the right people for the right jobs and provide them with the tools and resources needed to excel. Our commitment to authenticity sets us apart - we strive to offer genuine Vietnamese experiences alongside world-class luxury. This is evident in everything from our programs to our use of local ingredients in our restaurants.
Sustainability is another crucial factor, with initiatives like our solar power project and on-site organic farm. These efforts reduce our environmental impact and appeal to eco-conscious travelers. Our ability to adapt, especially during challenging times like the pandemic, has been important. We used periods of closure to regroup, learn, and prepare for future challenges. This adaptability has become part of our DNA. Our culture of continuous improvement keeps us evolving and enhancing the guest experience. We’re never satisfied with “good enough” and are always asking ourselves how we can do better.
With Alma’s diverse range of facilities, how do you prioritize and manage their operations effectively?
Managing Alma’s diverse facilities effectively comes down to empowering our team and fostering a sense of ownership. We give our managers the freedom to excel in their “little kingdoms” while ensuring they understand how their area fits into the bigger picture. We’ve also found that our resort’s size - some 30 hectares of inspiring beachfront - is a huge advantage. We offer so much choice for our guests, ranging from our 12 swimming pools to our 14 distinct dining venues, that they don’t need to leave the resort. We’ve also employed a full-time sustainability officer who oversees our resort’s sustainability programs. Our aim is to become a model of sustainable luxury, proving that high-end hospitality and environmental responsibility can go hand in hand.
How has living in Vietnam influenced your personal and professional life?
Living in Vietnam for nearly 18 years has been transformative. When I first arrived in 2008, I was struck by the country’s vibrant energy and potential. Since then, I’ve had the privilege of witnessing and participating in Vietnam’s rapid development, particularly in the hospitality sector. My time here has taught me the art of blending different cultural perspectives to create new experiences. The European approach to hospitality, which I was familiar with, is typically structured and goal-oriented. In contrast, the Asian style I encountered in Vietnam is more relationship-focused, with a different concept of time and service. The warmth and dedication of the Vietnamese people, as well as their innate sense of service, and their eagerness to learn and grow, have impressed me and reinforced my belief in the power of genuine hospitality. I find myself constantly learning from my Vietnamese colleagues and the local community.
What excites me about Vietnam is its forward-thinking mindset and rapid pace of development. There is a palpable focus on the future and the possibilities it holds. This optimism and drive for progress are infectious, keeping me energized and enthusiastic about the hospitality’s future in this region.