Vietnam Hotel Industry Faces a Defining Moment as AI Revolution Meets Humanity in the Battle to Retain Top Talent

Written By: Saoli Chakraborty

Saoli Chakraborty

I am a passionate content writer with 4 years of experience crafting compelling narratives across industries, with a heart that beats entirely for the travel world. Over the years, I have specialized in turning complex travel trends and industry data into engaging, high-impact stories. My expertise lies in writing for global audiences across the US, Ireland, and Australia, allowing me to seamlessly adapt my voice to fit different regional markets and professional demographics.

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September 7, 2026 3:34 AM

The future of the Vietnamese hotel industry will be defined during this crucial period as AI, sustainability, and human interaction come together to shape the industry. At the Vietnam Hotel Innovation Summit, hotel expert James shared insights on AI use, efforts to retain talent, and the need for sustainable development. However, there is one point that comes through clearly: technology should not take precedence over the human element in hospitality. Travel And Tour World encourages readers to read the full article to see what James had to say about AI, talent, sustainability, and the industry’s future.

Vietnam Hospitality Faces a New Era of AI, Sustainability and Human-Centred Service

Vietnam’s hospitality sector is entering an important phase of change, where technology, sustainability and human connection are increasingly shaping the conversation. At the Vietnam Hotel Innovation Summit, hospitality professional James shared his perspective on where the industry is heading, why talent retention matters and how technology can support—not replace—the people behind guest experiences.

With a long professional association with Vietnam, James brings experience from working with InterContinental and The Reverie Saigon. He described Ho Chi Minh City as his home and spoke warmly about his connection with the country and its people.

Why Human Connection Still Matters in Hospitality

One of the strongest messages from the discussion was that technology should not overshadow hospitality’s human side.

James acknowledged the growing importance of technology and artificial intelligence, but stressed that hospitality remains a people-focused industry. In his view, AI can be valuable when used correctly, particularly when it helps employees handle back-office responsibilities and gives them more time to focus on guests and colleagues.

That distinction is becoming increasingly relevant as hotels explore new digital tools. Rather than replacing human interaction, the technology can help employees deliver it more effectively.

Sustainability Moves Beyond the Building

James also highlighted sustainability as a major area of interest. Through his newly launched business with MySell Holdings, he said the company focuses on the operation, management and development of sustainable hotels.

The business currently has its first property operating in Binh Duong, according to the interview. James explained that the company’s approach covers the process from design through hotel operations, combining his international experience with an understanding of the Vietnamese context.

For him, however, sustainability is not limited to construction or operational practices. He described it as something holistic that also involves building sustainable relationships with owners, developers and colleagues.

AI Offers Opportunity, but Overreliance Brings Risks

Artificial intelligence was naturally one of the major topics at the summit. James, who also teaches at university, said he is closely exposed to AI and sees considerable potential in the technology.

However, he cautioned against relying on it too heavily.

His view is that AI can help the hotel sector address some of its traditional technology gaps, especially through applications in back-office functions. The resulting efficiency could allow hospitality professionals to return their attention to what he considers their core responsibility: caring for people.

The message is less about chasing every new technology and more about using innovation with purpose.

Talent Retention Remains a Major Challenge

Beyond technology and sustainability, James identified people as one of the biggest challenges facing the Vietnam hospitality industry.

Drawing on his experience in Australia, he said the issue was not simply recruitment but retention. He argued that hospitality businesses need to demonstrate clearer career prospects and opportunities for professional growth.

That challenge becomes particularly important as development creates competition for talent from other industries. Hospitality can offer strong training, but James believes the sector must also give employees compelling reasons to build long-term careers within it.

He also encouraged more Vietnamese women to step into leadership roles, describing women as important drivers across hospitality and beyond.

Growing Vietnamese Talent Takes Centre Stage

The summit itself offered James a positive example of how the sector is evolving. He highlighted a panel featuring four senior Vietnamese hoteliers, saying he was pleased to see Vietnamese professionals occupying those leadership positions rather than relying primarily on expatriate representation.

He also pointed to the Vietnamese diaspora returning with education, knowledge and energy gained overseas.

For James, this movement represents an opportunity for the country’s hospitality sector to continue developing its own talent and leadership base.

A Call to Discover Vietnam’s Hospitality Strength

James ended with a straightforward message to the global hotel industry: “Come to Vietnam.”

He said he remains impressed by the quality of service in the country and believes it deserves greater recognition. His comments also reflected his confidence in Vietnam as a place for hospitality development, citing stability as a factor that can attract investor confidence.

Ultimately, his vision for the sector brings several threads together. Technology has a role, but people remain central. Sustainability extends beyond buildings into relationships. And growth depends not only on recruiting talent, but on giving professionals reasons to stay.

As Vietnam’s hospitality landscape continues to develop, those principles could prove increasingly important in shaping an innovative industry without losing its human touch.