Passion and Purpose: Rinzin’s 20-Year Journey with Zhiwaling

Zhiwaling is proudly celebrating its 20th anniversary this year. To mark this milestone, we have interviewed Rinzin — who has been with Zhiwaling since its pre-opening days — to hear her reflections on two decades of growth, belonging, and heartfelt Bhutanese hospitality.

Can you tell us a bit about yourself and how long you have been working at Zhiwaling?

My name is Rinzin Lhamo, and I’m originally from Trongsa in central Bhutan. I’m also a proud mum to two wonderful children — a daughter and a son — who always keep me on my toes! Outside of work, I love hiking our beautiful trails, playing basketball with friends, and tending to my flower garden, which is truly my happy place.

I first joined Zhiwaling as part of the pre-opening team, and I’ve been here ever since. That’s why this 20-year celebration feels especially meaningful to me — it’s been like watching a second home grow and flourish before my eyes.

What brought you to Zhiwaling in the very first place?

I first heard about Zhiwaling through friends, though at that time everyone referred to it as the Yangphel Hotel. There was so much buzz and curiosity around the project, and I remember feeling that same excitement. I was young, eager to learn, and the thought of joining a team from the very beginning felt incredibly exciting. Looking back, it remains one of the best decisions I’ve ever made.

Looking back, what do you remember about your very first day at Zhiwaling, standing at the front desk?

On the morning of my first day at Zhiwaling, I felt both nervous and excited. It suddenly struck me that I was going to be one of the very first people guests would meet — and that felt like such a huge responsibility!

Since English wasn’t our first language, in the beginning we often stumbled over words. But our boss always encouraged us to stay confident and to welcome every guest with a genuine smile. I still remember the pride I felt the very first time I said, “Welcome to Zhiwaling” out loud. It truly felt like the beginning of something special.

Those early lessons taught me just how important the front desk is in shaping a guest’s first and last impression, and that a warm smile can go a very long way.

How has your role – and your perspective – evolved from your early days at the front desk to now leading as General Manager?

These two decades have been far more than just a career path — they’ve been a journey of trust, passion, and growth. My time at the front desk taught me humility, patience, and the power of a simple smile, lessons that still guide how I lead today.

Balancing my role with being a mother of two hasn’t always been easy, but I’ve been fortunate to have the unwavering support of my husband — who was actually the site project manager when Zhiwaling was being built, and who still works within the company in another division. In many ways, Zhiwaling has been part of our family’s story from the very beginning.

Looking back now, I feel nothing but gratitude — for the trust placed in me, the opportunities to grow, and the privilege of contributing to something that has been such an important part of both my personal and professional life.

How do you balance preserving Bhutanese authenticity while meeting the expectations of international guests?

Guests come to Bhutan to experience something truly unique, and for us, that starts with staying true to who we are — through our architecture, traditions, and the warmth of Bhutanese hospitality.

At the same time, we know international travellers expect comfort and convenience, and we make sure they never have to compromise on that. For me, it has always been about service from the heart — when I serve with sincerity and genuine care, both needs are met naturally.

What personal values guided you through each stage of your career?

Dedication and hard work have been my guiding values from the very start. Even though I didn’t have the highest qualifications or an extensive academic background, I believed that giving my best every day would carry me forward — and it has.

I’ve learned over the years that perseverance, sincerity, and commitment can open doors that certificates alone cannot. These values have shaped not only my career, but also the person I am today.

Can you share a guest story that touched you deeply and still inspires you today?

One story that has stayed with me to this day is of a guest who returned to Bhutan many years later and still remembered me as the young girl at the front desk who helped him when he suddenly became very ill during his stay.

I recall the urgency of the situation vividly. I had to arrange transport immediately, accompanied him to the hospital, and ensured he received oxygen and the care he needed. Thankfully, he recovered enough to travel. Even though the flight that day was fully booked, with the support of our team and the authorities, we managed to secure him a seat — in the cockpit, alongside the pilots — so he could return home safely for further treatment.

That experience reminded me that what we do goes far beyond hospitality. It is about humanity, compassion, and doing whatever it takes to care for those who place their trust in us.

What do you think makes the team at Zhiwaling so unique and special?

I believe the culture at Zhiwaling is what makes us truly special and unique. Although each of us has our own department, no one hesitates to step in when help is needed — especially during peak seasons and festive occasions when every hand matters.

Another remarkable aspect is that our team is represented by all 20 dzongkhags of Bhutan. In many ways, Zhiwaling brings the entire country together under one roof. I’m also proud that three of my colleagues — Pema Lhaden, Sonam Choden, and Sangay Youden — have been with Zhiwaling for 20 years as well. Together, we’ve witnessed its journey from the very beginning to what it has become today.

Now, we even have second-generation team members, which makes me proud in a different way. It shows that Zhiwaling is more than just a workplace — it’s a place where people want their children to grow, belong, and continue the legacy.

Zhiwaling is celebrating 20 years this year. What do you think has been the hotel’s greatest legacy so far?

For me, Zhiwaling’s greatest legacy isn’t the awards or recognition, but the people, the culture, and the heartfelt hospitality that define it.

From the start, Zhiwaling was built with sustainability in mind — long before it became a global buzzword. We used local materials, worked with Bhutanese artisans, and created a space that feels deeply rooted in its surroundings. Zhiwaling is like a living museum, where Bhutanese architecture, crafts, and art blend with warm hospitality to create an experience unlike anywhere else.

That legacy of culture, sustainability, and people-first service is what continues to carry Zhiwaling’s story forward.

How do you hope to shape Zhiwaling’s next 20 years as a leader?

As a leader, my vision is for Zhiwaling to continue being a place of sustainability, heartfelt service, and meaningful experiences. I want it to remain true to Bhutanese authenticity, while also evolving thoughtfully to meet the expectations of future travellers.

I hope to nurture a culture where our team feels a sense of pride and purpose, and where every guest experiences not just comfort and luxury, but the warmth of genuine Bhutanese hospitality that makes Zhiwaling feel like home.

What lessons from your mentors or colleagues have stayed with you throughout your career?

No journey is complete without the guidance of a mentor, and for me, that person has been our Managing Director, Mr Brent Hyde. His leadership, wisdom, and trust in me have shaped so much of who I am today as a professional. He has always emphasised the importance of doing the right thing — leading with integrity, staying true to our values, and never compromising on the quality of service we provide.

From him, I’ve learned not only about hospitality, but also about resilience, vision, and the courage to make decisions with both head and heart. His lessons will always remain a guiding light for me, and I am deeply grateful for the faith he has placed in me throughout my journey.

I also feel blessed to have worked alongside so many inspiring mentors, colleagues, and team members over the years. Each challenge became an opportunity to grow, and every achievement was a reminder that dedication and hard work never go unnoticed. None of this would have been possible without the support and encouragement I’ve received from the very top down.

What has kept you motivated to stay with Zhiwaling for two decades?

It’s the sense of family I feel here, the pride of sharing Bhutanese culture with the world, and my love for hospitality. The encouragement and support from mentors and colleagues have made this journey truly rewarding.

Every guest I meet reminds me why I chose this path, and that blend of passion, purpose, and people continues to motivate me every single day.

If you could go back in time and give your younger self at the front desk one piece of advice, what would it be?

I would tell her to embrace every learning opportunity and stay grounded, no matter how far the journey takes her. Success isn’t about titles — it’s about humility, integrity, and the courage to keep growing.

I’d remind her to speak the truth with respect, even to leaders, because honest conversations often spark real progress. And above all, I’d tell her never to lose her authenticity — because that is what earns trust, respect, and leaves a lasting mark.

What do you hope future generations of Bhutanese will take away from your story?

I hope future generations will remember my 20-year journey as one built on sincerity, hard work, and a deep love for what I do every day. My wish is that they understand the importance of staying grounded, no matter how far they go, and of always leading with kindness and integrity.

Above all, I hope my story reminds them that leadership is not about a title — it is about service, authenticity, and leaving behind a path that inspires others to dream bigger while remaining true to who they are.

What does Zhiwaling mean to you?

For me, Zhiwaling is the very essence of belonging. It’s a community that celebrates growth and supports one another through every challenge. That kind of environment is rare, and I deeply treasure it.

Zhiwaling has been my second home for most of my life. It’s where I’ve grown — not only in my career but also as a person. It has given me friendships that feel like family, lessons that have shaped who I am today, and countless memories I will always carry with me.

It is my grounding and my pride — a place where I have poured my heart and soul, and in return, it has given me purpose and a profound sense of belonging.

To me, Zhiwaling is home — the place where I have grown, learned, and built relationships that will last a lifetime.

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.

All the images in the article were photographed by Ben Glassco.