Kim Chau Huynh: Empowering employees to exceed every expectation

Photo courtesy of Kim Chau Huynh

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The most apt definition of a leader is someone who empowers those being led to become the best they can be. Kim Chau Huynh stands by this notion, leading the team at Ostra to even greater recognition and the accompanying awards. It has not been an easy climb, but the team’s zest for excellence strengthens Kim Chau Huynh, steering the team and herself to achieve further success.

A journey that teaches adaptability and grit

Kim Chau Huynh’s journey into the hospitality industry began with a leap from Montreal to Vietnam, where she joined the pre-opening team at Park Hyatt Saigon. This marked the start of a career spanning continents and roles, from leadership positions in Vietnam to her current post in the United States. Kim Chau Huynh says, “Each of the highs and lows has shaped me into a stronger and more resilient professional.” Her experiences have not only honed her skills but also instilled in her a deep understanding of the industry’s evolving landscape.

Kim Chau Huynh recalls her time at Tribe Hospitality, where she spearheaded initiatives and developed new food and beverage (F&B) concepts as pivotal in her growth. “I had more chances to travel and experience different countries for business purposes,” she shares. This blend of international experience and leadership roles has equipped Kim Chau Huynh to better handle the challenges of the hospitality industry.

As with any industry, the one where Kim Chau Huynh moves is not without challenges, which is why she emphasizes the importance of adaptability and innovation. “Success in the hospitality industry is built on perseverance, hard work, and adaptability,” she points out. Kim Chau Huynh also knows the essential need to maintain an outlook that keeps it all together. “A positive attitude and a passion for hospitality are irreplaceable qualities,” she adds.

Creating an environment that empowers

Kim Chau Huynh’s approach is all about fostering an environment where the staff feel valued and supported. This is relevant to the new trends in the hospitality sector, where workforce empowerment is becoming critical to retaining talent and enhancing guest experiences.

The hospitality industry faces issues like scarce human resources and shifting customer demands, and Kim Chau Huynh’s focus on employee empowerment might very well be the solution needed to fix things. By investing in staff development and creating a positive work environment, hotels and restaurants stand to not only improve employee satisfaction but also enhance the overall guest experience.

The data-driven science of empowerment

Kim Chau Huynh’s approach to employee empowerment is not based on hunches, guesses, and intuition, but on actual research, observation, and hard data. This data-driven approach emerged from her frustration with leadership development programs that relied heavily on subjective assessments and generic frameworks. “I was exhausted of presenting executives with theories they nodded at but never implemented because the return on investment wasn’t clear,” Kim Chau Huynh says. “I really needed to speak the language of metrics and outcomes.”

With this in mind, Huynh went on an eighteen-month research project conducted alongside Ostra’s data science team, examining correlations between various leadership interventions and key performance indicators. The findings: teams with leaders who practiced what Huynh calls “transparent empowerment,” which was a combination of clear expectation-setting, decision-making autonomy, and consistent feedback, outperformed their counterparts by significant margins across all measurable dimensions.

The resulting framework, now implemented across Ostra’s global operations, focuses on three core principles: contextual transparency, where employees understand not just what decisions are made but why; skill-aligned autonomy, which matches decision-making authority with demonstrated capabilities rather than job titles; and consequence visibility, ensuring team members see the direct impact of their contributions on both company and customer outcomes.

A perspective to navigate a changing industry

The hospitality industry in 2025 is ready for a transformation, with trends like technology integration, personalization, and sustainability all becoming normal in and around the industry. Kim Chau Huynh’s experiences and insights provide a unique perspective on these developments, much like when she voiced the fact that sustainability is not just a trend but is here to stay.

As hotels attempt to diversify revenue streams and offer unique experiences, Kim Chau Huynh’s background in developing F&B concepts offers valuable lessons. When asked about the future of hospitality, she discusses the need for continuous learning and reinvention. “Staying ahead of changing trends and continuously honing one’s skills are essential,” she advises.

This drive for betterment earned Kim Chau industry recognition and other accolades, such as the Global Recognition Award (GRA). Huynh aspires to stay grounded and become a moving influence to help the industry grow further.