Semarang, September 23, 2026 — The Applied Foreign Languages (D4 BAT) Study Program at Universitas Diponegoro’s (Undip) Vocational School held its latest UNDIP Global Classroom (UGC) 2026 session as part of the Management of Hospitality Industry course. Held under the theme “Seamless by Design: Building Reliable Service Delivery,” the online guest lecture ran from 07:00–10:30 WIB via Zoom, moderated by Windy Harsiwi, M.Int.Cul.
The guest speaker was Dr. Doan Xuan Son (Jacky), General Manager of Green World Hotel Nha Trang, Vietnam. He unpacked the concepts of guestology, servicescape, and service delivery systems, weaving them together with the Central Javanese philosophy of Rasa — touching on how service is inseparable from the moment it is delivered, perishable if not used in time, intangible, and variable across individuals — and showing how local values such as Tepa Slira, Grapyak Semanak, and Tata Krama can elevate guest experience.
The session featured case studies from luxury properties such as Amanjiwo, covering invisible housekeeping, zero-signature billing, service blueprinting, zero-wait check-in design, Carlzon’s Moment of Truth theory, the Guest Satisfaction Index (GSI), and the role of psychological safety for frontline staff.
Student engagement ran high throughout the Q&A. One student said the session reframed an experience she had previously dismissed as coincidence: “After this presentation I realized my room being tidied up without me ever seeing staff come in or out might have been intentional ‘invisible housekeeping’ all along.” Another found the material directly relevant to her future as a language graduate: “It’s interesting to see how etiquette like Tata Krama needs to be adapted naturally by staff from different backgrounds, especially since we might end up working far from our own culture.” Several other participants also expressed appreciation for the rare, ground-level look the session gave into the operational realities of world-class hotels.
The event reflects Undip Vocational School’s ongoing commitment to connecting students with international hospitality practitioners, broadening their cross-cultural insight and preparing them for careers in the global tourism and hospitality industry.<>