Capella Hanoi’s mission to offer the most luxurious experience
Ms. Hannah Loughlin, Director of Sales & Marketing at Capella Hanoi, tells VET about the hotel’s highlights after one year of welcoming guests.
As one of the most luxurious hotels in Hanoi, can you tell us about Capella Hanoi’s business performance in the year since opening?
Opening Capella Hanoi was a major win for Vietnam’s capital, which was lacking the abundance of ultra-luxury hotels found in rival cities for international tourism, such as Bangkok. Business performance has been better than expected, as the market need for international luxury was strong, with tourism rebounding quickly after borders reopened. Performance has been positive, and guest feedback has helped future business grow quickly, with word of mouth, awards, and online channels quickly promoting Capella Hanoi as the Number 1 City Hotel in Vietnam. Awards like that usually take time, but we took the luxury market by storm with unrivalled service, Capella moments, and extensive guest amenities and facilities that cannot be compared to any other hotel in Vietnam, helping drive our performance highlights financially and in PR columns.
The hotel opened during the Covid-19 pandemic. What difficulties have you faced over the past year and how did you overcome them?
Everyone faced difficulties during these times, but we overcame them by continuing to level up our offerings and providing guests with an experience unrivalled anywhere else.
As a small hotel, with only 47 rooms, guest privacy and security are much easier to manage. Building an ambience and environment for guests to enjoy immersive Hanoian and Vietnamese experiences was a great way to overcome the problems. With live Jazz every evening and cultural classes during the day, like learning how to make Vietnamese conical hats or paper fans and creating cocktails with bartenders, we brought a wealth of experiences to guests. We overcame as a team, always meeting to discuss how to improve, how to reflect on guest feedback, and to look globally within the Capella Group and with the Sun Group on market needs and guest needs, and recognizing ways we can adapt and be flexible, in what was an ever-changing situation.
The hotel’s Hibana by Koki restaurant has been recently recognized as a one-star Michelin restaurant. What meaning does this recognition have for Capella Hanoi?
This recognition clearly shows Capella Hanoi’s commitment “To the plate”. Michelin looks at many factors when presenting stars, and the clearest factor of all is the “commitment to the plate”. The details, the sourcing, the flavor profile, and the guest experience must show a commitment to every part of the cuisine it is representing. With Hibana, the menu and the details involved are really next level. For example, most of the ingredients used in Hibana are only used by Capella Hanoi. Of course, this is not the cheapest way to deliver a plate, but the commitment to the plate and the exacting nature that Japanese cuisine represents is unwavering at Hibana. We do not compromise the experience. It must be authentic and should be the best. To be recognized for that was an appreciation of the extent of the passion we have for excellence, quality, and an unrivalled customer experience.
What are Capella Hanoi’s business goals in the time to come?
As a hotel that is only one year old, we have achieved so much in a short space of time. Our business goals are to continue expanding into new markets, such as South Korea and the Middle East, and to continue developing Food & Beverage offerings from our four restaurants. Whether that’s entering Asia’s Best 50 Bars, winning the Green Michelin Star, when its released hopefully next year, for sustainability, or catering to some elite events in the city, our goals are always aligned with our core, which is to be the best, offering the best experiences and presenting value for money at the highest level.
What are Capella Hanoi’s plans in the future to further improve service quality and the customer experience?
Our team meets weekly to discuss market trends, guest feedback, and new ways of delivering quality services, and we are committed to entering Forbes 5 Star certification. This certification is the leader in the market in terms of standards and is exceptionally hard to reach. The team has spent months in Forbes training and on online courses, with constant check-ups and audits to make the grade. We would love to achieve this certification next. This shows our commitment to quality and the customer experience at the highest level.
What are your expectations for the hospitality sector in 2023?
It already looks as if the international market has fully recovered. We see an abundance of long lead bookings for Christmas and a really strong desire for people to visit Vietnam, Hanoi, and the wider area around us. This country is a wealth of cultural heritage, of diversity and mystery for tourism. It engages the tourist on every level, from outdoor pursuits such as hiking, fishing, and biking in the mountains to the UNESCO sights of Ha Long Bay and from the deep rich history of Vietnam’s former dynasties to the modern day. There is a story, a landscape, and a place for every type of tourist in Vietnam, and I expect the hospitality sector will be leading the way by the end of 2023 in showcasing this great country to the world!
