W Coffee Talk General Manager Emilio Fortini: “Vietnam is poised to become a significant player in luxury tourism”

We had the opportunity to sit down with Mr. Emilio Fortini, who officially took on the role of General Manager at Sheraton Grand Danang Resort & Convention Center, on an early June afternoon. When asked why he chose Vietnam, and specifically Danang, as the next destination in his international career journey, he enthusiastically spoke of the stunning coastline, the warm hospitality of the Vietnamese people, and the vibrant blend of tradition and modernity that defines this land.

Bringing with him over 35 years of leadership experience at world-renowned luxury hospitality brands, and guided by a leadership philosophy rooted in honesty, respect, and human connection, Mr. Fortini arrived in Danang with excitement: “I truly value the opportunity to become part of a community that is eager to embrace its future in luxury tourism.”

Drawing from this global experience in the luxury hospitality industry, what is the most striking difference you’ve noticed in the working environment in Vietnam?

The warmth and genuine hospitality of the Vietnamese people stand out remarkably. There is a strong commitment to service and an eagerness to learn and grow in the hospitality sector. This creates an environment ripe for collaboration and innovation, which I find truly inspiring. I recall a moment early in my time here when I was introduced to our team during a team meeting. The enthusiasm and eagerness to share ideas were palpable. One of our junior associates presented a local dish they thought would resonate with our guests. Their passion was infectious, and it sparked a lively discussion on how we could incorporate local flavors into our menus.

In previous interviews, you mentioned having moved more than 30 times. With such a rich history of global relocation, how do you evaluate Vietnam’s potential on the world map of luxury tourism?

Vietnam is poised to become a significant player in luxury tourism. With its stunning landscapes, rich culture, and improving infrastructure, it attracts discerning travelers from around the globe. Danang, in particular, has the potential to become a premier destination, offering unique experiences that resonate with luxury travelers. In Danang specifically, the potential is immense. The city is not only known for its beautiful beaches, like My Khe Beach, but also for its proximity to cultural treasures such as the ancient town of Hoi An and the historic ruins of My Son. These signature destinations attract discerning travelers looking for both relaxation and cultural immersion.

You once shared that effective management stems from “honesty and respect”. How do you plan to translate this philosophy into daily operations at Sheraton Grand Danang?

I believe that fostering a culture of honesty and respect begins with open communication. I aim to create a supportive environment where associates feel valued and empowered to share their ideas. This approach not only enhances team morale but also reflects in the exceptional service we provide our guests.

During this leadership transition, which values or strategies do you prioritize to maintain and elevate the resort’s positioning?

I prioritize authenticity and personalization. We will focus on understanding our guests’ needs and crafting experiences that reflect our unique location. Additionally, investing in our team’s development is crucial, ensuring they embody our brand values and deliver memorable service.

Having managed luxury resorts in leading destinations such as the Maldives, Australia, and Bali, which practices or principles do you believe are most relevant to apply to the Danang market?

Drawing from my experiences in the Maldives, Australia, and Bali, I see the importance of sustainability and local engagement. By integrating local culture into our offerings and supporting community initiatives, we create a meaningful connection with our guests while enhancing their experience. For instance, featuring fresh seafood from nearby fisheries and organic vegetables from local markets not only supports the community but also ensures that our guests enjoy the freshest ingredients.

Danang is experiencing a strong influx of international travelers, particularly from India, South Korea, and Japan. What opportunities and challenges do you foresee in personalizing the guest experience for each of these markets?

Each of these markets brings unique preferences and expectations. The challenge lies in understanding these nuances while delivering a personalized experience. Opportunities exist in tailoring our services - offering Indian cuisine, Korean family programs, and Japanese well-being elements - to resonate with each demographic.

If you were to envision Sheraton Grand Danang three years into your leadership, what image or legacy would you hope to create?

I envision Sheraton Grand Danang as a beacon of luxury and authenticity in the region. My goal is to establish it as a place where guests feel a genuine connection to both the resort and the local culture, creating a legacy of warmth, hospitality, and sustainability.

Beyond your role as General Manager, what kind of personal mark do you hope to leave in Vietnam, perhaps as a well-traveled global citizen?

Beyond my role, I hope to contribute to the growth of the local hospitality industry by mentoring young professionals and promoting sustainable practices. My aim is to leave behind a community that thrives on shared values of respect and excellence.

And finally, on a more personal note – have you had the chance to explore Danang and sample its distinctive cuisine? If so, what impressed you the most – a particular dish or a local flavor?

Yes, I have had the pleasure of exploring Danang! The local cuisine is remarkable, especially the street food. Before I arrived, I only knew about “Pho,” but I was particularly impressed by “Mi Quang,” a flavorful noodle dish that beautifully showcases the region’s ingredients and culinary traditions. The vibrant flavors and fresh herbs truly reflect the essence of Vietnamese cuisine.