In a hospitality world often driven by algorithms and amenity checklists, Julian Moore brings something refreshingly human to the role of General Manager: instinct, care, and a deep understanding of what it means to truly host.
Now leading Azerai Ke Ga Bay—an elegantly understated beachside sanctuary on Vietnam’s southeast coast—Moore’s journey is as rooted in childhood experience as it is in decades of global hotel leadership.
Raised in a household of 12, Julian’s formative years became a daily masterclass in logistics, courtesy, and communal care—an accidental but profound preparation for life in hospitality. From there, his career has spanned high-end hotels and boutique resorts across Australia, the Maldives, the Caribbean, and beyond, each chapter helping shape a leader who blends operational rigour with a keen emotional intelligence.
We sat down with Julian to learn more about his career path, philosophy of leadership, and why genuine connection—not trends—is the ultimate guest experience.
How do you balance emerging trends and evolving guests’ preferences?
While hospitality is always evolving, at Azerai Ke Ga Bay we approach trends with discernment. We’re not in a race to adopt the newest idea, but we are deeply attuned to our guests—what delights them, what comforts them, and what keeps them coming back.
Rather than chase innovation for its own sake, we focus on the emotional core of a great stay: personalised service, thoughtful design, and a sense of peace. The real luxury today is feeling cared for without being overwhelmed. Guests may enjoy tech conveniences or wellness add-ons, but ultimately what they remember is how we made them feel.
Our goal is to create a space where guests forget they’re in a hotel. They feel at ease, at home—wrapped in a sense of genuine care. That feeling doesn’t come from a single detail, but a carefully orchestrated harmony of environment, service, and sincerity. When guests tell us, unprompted, that they can’t wait to return, we know we’ve succeeded. That’s a team effort—and one rooted not in trendiness, but in timeless hospitality values.
Looking back, is there anything you would have done differently?
While there are always crossroads where another decision could have led down a different path, I wouldn’t change the course I’ve taken. Each role, each relocation, and even each setback taught me something I needed to learn. I’ve had the privilege of opening luxury resorts, leading multicultural teams, and creating environments that elevate guest experiences and grow careers. These moments of impact are what stay with me.
Perhaps if I’d known earlier how fulfilling resort life would be, I would have pivoted from corporate properties sooner. But then again, those corporate years gave me the structure and scale to understand systems that serve me well today.
The truth is, hospitality is a lifelong learning experience. Every stage has its purpose—and I believe I’ve followed the path that was right for me at each moment in time.
What defines your management style?
My management style centres on four key principles: accuracy, integrity, engagement, and empathy. I hold myself to these standards and encourage my team to do the same. They shape everything—from our operational planning to how we interact with guests and each other.
Leadership for me is not about control; it’s about clarity. I work to ensure every team member understands our vision, feels empowered to contribute, and sees a clear path for their growth. I spend time with the team, listen to their ideas, and support them in developing new skills.
With guests, I adapt my approach depending on their preferences for interaction. Some appreciate personal engagement, others seek privacy and quiet—our role is to tune in and respond accordingly. The essence of my leadership is creating an environment where people—both guests and staff—feel respected, supported, and inspired to thrive.
What are your strategic goals and vision for the hotel and if appropriate where that integrates into the hotel group’s aims?
At Azerai Ke Ga Bay, we’re committed to positioning the resort as one of Vietnam’s premier coastal sanctuaries—defined not by opulence, but by authenticity, beauty, and quiet sophistication. Our aim is to deepen the connection between guests and our destination through personalised service, local experiences, and timeless design.
This vision aligns closely with Azerai’s broader ethos: creating refined retreats that blend seamlessly into their natural and cultural environments. We are focused on curated evolution—not constant reinvention—refining our offerings to reflect the values of simplicity, sustainability, and genuine engagement.
Strategically, we want to grow our reputation among discerning travellers seeking a slower, more conscious luxury. Through continued team development, immersive experiences, and partnerships within the local community, we’re building not just a place to stay—but a feeling guests carry with them long after they leave.
What advice would you give to someone starting out?
Before stepping into hospitality, ask yourself why you’re doing it. Is it a job—or a calling? For some, it’s a stepping stone. For others, it’s a career for life. If you’re in the second group, be sure you know where your passion lies.
Are you energised by fast-paced global hotels, or do you dream of managing a boutique resort with deep guest connection? Your answer will help shape the trajectory you pursue—from training to the roles you take on.
The secret to longevity in this industry is care. Care for the guest, for your team, for your craft. Hospitality is not just about service—it’s about heart. Financial reward may come, but it’s the passion for people and the satisfaction of creating meaningful experiences that will sustain you.
So, start by listening, learning, and caring—really caring. If you can do that consistently, everything else will follow.