Bringing classroom learning into real-world practice
Continuing VNUK’s commitment to experiential and industry-connected learning, third- and fourth-year students of International Business, specializing in Digital Business Management, embarked on an insightful field trip to Tru by Hilton Da Nang City Centre – a pioneering brand known for its “convenience-centric” hospitality model. The visit provided an immersive look into a fully digitalized service environment where technology and people intersect to deliver a seamless customer journey.
Unpacking the digital hotel ecosystem and customer journey touch points
At Tru by Hilton Da Nang City Centre, students observed the full spectrum of a modern digital hotel operation. They followed the customer journey from arrival to check-in and room experience, exploring how each touchpoint is designed to optimize convenience:
- A streamlined self-service check-in kiosk that significantly reduces waiting time
- Smart rooms where lighting and air-conditioning automatically activate upon entry
- Personalized welcome messages displayed on the room’s digital window screen
- A digital ecosystem that allows guests to control room devices, adjust ambience, and request services with a single platform
These observations helped students gain a clearer understanding of how service providers craft customer experiences in a technology-driven hospitality landscape.
Inclusive design tailored for every guest
Tru by Hilton Da Nang City Centre’s attention to inclusive design also stood out. The hotel’s accessible rooms are thoughtfully organized to support mobility and comfort, ensuring that guests with disabilities enjoy the same quality of experience as any other visitor. This reinforces their philosophy of putting customer-centricity at the heart of every operational detail.
Professional dialogue with the Director of Tru by Hilton Da Nang City Centre
A highlight of the trip was the in-depth discussion with Ms. Huynh Thi Thu Hien, Director of Tru by Hilton Da Nang City Centre. She shared valuable perspectives on people management in the service industry, from retaining talent and cultivating individual strengths to building an efficient operational culture within a digital hotel framework. Her real-world stories about navigating complex service scenarios and balancing the needs of guests and employees offered students a deeper appreciation of the human side of hospitality. Ms. Hien also emphasized defining spirit of being “dynamic – convenient – modern,” making it especially appealing to solo travelers in the digital age.
Learning through observation, understanding through experience
As part of the Customer Management module, the field trip allowed students to bridge theoretical concepts with firsthand experience. Through direct engagement, they learned how companies develop customer personas, map out customer journeys, and evaluate key touchpoints in a digital service environment—essential competencies for careers in customer experience management, digital business operations, and digital transformation.
Broadening career perspectives for VNUK students
By the end of the trip, students not only gained practical insights but also expanded their understanding of professional pathways in the modern service sector. The experience at Tru by Hilton Da Nang City Centre serves as a meaningful foundation, equipping them with confidence as they prepare to enter international workplaces or pursue roles in innovative, technology-driven business environments.
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Contact Information:
– VN-UK Institute for Research and Executive Education – The University of Danang (Institution code: DDV)
– Address: 158A Le Loi Street, Hai Chau District, Da Nang City, Vietnam
– Website: https://vnuk.udn.vn
– Admission page: https://tuyensinh.vnuk.udn.vn
– Hotline & Zalo: 0905 55 66 54
