Passion and Purpose: A Journey of Service, Stories, and Soul

A former hotel professional turned Bhutan tour guide shares his heartfelt journey of finding purpose, transforming hospitality into meaningful human connections, and reflecting on how travellers’ expectations and travel culture have evolved over the years.

Can you share a little bit about your background?

I completed my education up to Class 12 and later pursued a Diploma in Hotel Management and Tourism. To further strengthen my skills and broaden my opportunities, I also completed a 12-month Japanese language course. My background reflects a strong interest in the hospitality and tourism sector, along with the ability to communicate across cultures.

I’m currently a tour guide with Druk Asia, but prior to that, I spent 13 years in the hotel industry. I started as a receptionist, then moved on to supervisor, front office manager, and eventually operations manager.

While I was working in the hotel industry, I also took on guiding roles whenever there were VIPs or guests who wanted to go sightseeing.

What first drew you into the hotel industry, and what kept you there for more than ten years?

I was drawn to the hotel industry because it allowed me to combine my passion for hospitality and travel: creating memorable experiences for guests, interacting with people from diverse cultures, continuously learning, and developing professional skills in a dynamic environment where every day brought new challenges and opportunities for growth.

I dedicated more than 10 years to the hotel industry because it offered the perfect blend of meaningful guest interactions, professional development, leadership responsibilities, and a culturally rich environment that brought me both fulfilment and personal satisfaction.

Did you ever worry that leaving a stable hotel career for guiding might be a risk? What gave you the confidence to take the leap?

Yes, I did worry about leaving a stable hotel career to pursue guiding. Working in a hotel provides steady income, job security, and a predictable routine, whereas guiding can be less predictable and dependent on tourist seasons and visitor numbers. 

However, I felt that following my passion for sharing culture, history, and nature would be more fulfilling in the long run. I was willing to embrace the challenges and uncertainties because they also offered opportunities for personal growth, new experiences, and the chance to develop unique skills that I wouldn’t gain in a traditional hotel setting.

Which skills from the hotel industry became your ultimate skills as a tour guide?

The skills I developed in the hotel industry such as excellent customer service, clear communication with people from diverse backgrounds, quick problem-solving, efficient time management, and strong cultural awareness have now become the foundation of my guiding work. They help me ensure guests’ comfort and safety while creating meaningful and memorable travel experiences.

How have travellers changed over the years? Have their expectations evolved from your early hotel days to now?

Over the years, travellers have shifted from simply seeking comfort and clean rooms to wanting meaningful and unique experiences. In my early hotel days, most guests mainly wanted good service, food, and a comfortable stay. 

Now, travellers expect more, they look for personalised service, cultural immersion, authentic food, sustainable practices, and conveniences like online bookings or quick check-ins. They also value memorable experiences such as guided nature walks, local festivals, or immersive cultural activities rather than just accommodation. Technology and social media have raised their expectations, making them more aware and selective.

What’s the most meaningful human connection you’ve made on a tour? 

The most meaningful connection I’ve made as a guide was during a recent tour when two guests from Ireland opened up about their life experiences during our hike to Tiger’s Nest. We shared stories, laughter, and understanding, making the journey not just about the places we visited but about the bond we created along the way.

Mrs Mary shared profound stories touching on the impermanence of life, the importance of preserving our culture and traditions, the responsibility of guiding and inspiring the younger generation, and the urgent need to address global warming. Hearing her words deeply motivated me to value the present, honour our heritage, contribute positively to society, and take action to protect our planet for the future.

What does “good service” mean to you now, after working in two very different sides of hospitality?

Good service now means understanding guests’ needs even before they express them, being friendly and attentive, making them feel welcome and comfortable, and ensuring their journey is smooth, enjoyable, and memorable. It also means paying attention to small details, listening carefully, solving problems quickly, and treating every guest with respect so they feel genuinely valued.

If I conclude in one sentence, I would say: go the extra mile.

What’s the toughest part of guiding in Bhutan that travellers don’t realise?

Guiding in Bhutan is tough because of unpredictable weather, remote terrain, high altitudes, strict cultural rules, limited infrastructure, and the challenge of balancing diverse traveller expectations.

But once travellers are able to manage their expectations, they will be able to get the best out of their Bhutan experience. 

What’s your go-to Bhutanese comfort food after a long day guiding?

After a long day of guiding, my go-to comfort food is ema datshi—the classic chilli and cheese stew. It’s warm, hearty, and perfectly spicy, giving that cosy, satisfying feeling after hours of walking and talking. Sometimes I pair it with red rice to make it extra filling.

If I want something lighter but still soothing, a bowl of rice porridge (congee) with local vegetables and tofu works wonders—gentle on the stomach and warming in the evening.

And of course, butter tea (suja) with khapse—sweet or savoury biscuits—is a lovely evening treat: soothing and traditional.

Which hiking trail, viewpoint or place that still takes your breath away—even after guiding many tours?

Wow! That is difficult to answer! Bhutan has so many marvellous hiking views, but if I had to choose the best of the best, I would pick the Bumdra hiking trail.

The Bumdra hike is breathtaking because it offers panoramic views of Paro Valley and the surrounding Himalayan peaks. The small Bumdra Monastery near the top adds a peaceful, spiritual touch. The trail passes through lush pine and rhododendron forests that bloom beautifully in spring. Reaching the summit gives a wonderful sense of accomplishment, with crisp mountain air and magical sunrises and sunsets. The quiet trails and deep connection with nature make this hike truly unforgettable.

What’s one compliment from a guest that you’ll never forget?

“You make every story enjoyable to listen to because your narration is full of expression, warm intonation, daily enthusiasm, a genuine smile, and incredible patience.”

This compliment from Mrs Joy will never fade from my heart.

I felt deeply motivated when I heard those words because they made me realise that the simple way I share stories with expression, warm intonation, daily enthusiasm, a genuine smile, and patient energy touches people more than I ever expected. It reminded me that my natural habits can create meaningful experiences for others, and that recognition encouraged me to keep improving, give my best service, and carry even more passion into every story.

If you could go back to your first day as a receptionist, what advice would you give your younger self?

Haha, that’s such an interesting question. I honestly never thought about it before, but thank you for giving me the chance to reflect.

I would tell my younger self to embrace every moment with curiosity, not to be scared of the fast-paced pressure, to trust that guests appreciate genuine kindness more than perfection, and to remember that every skill learned at the front desk would one day become the foundation for guiding and serving people with confidence.

This interview is part of the Passion and Purpose series where we shine a spotlight on the extraordinary individuals shaping Bhutan’s industries and communities across the different industries. Each feature explores the unique journeys, challenges, and achievements of Bhutanese professionals across diverse fields—tourism, arts, entrepreneurship, and more. Through heartfelt stories, we uncover what fuels their dedication and how they contribute to preserving Bhutan’s heritage, sustainability, and Gross National Happiness ethos.