the hong kong polytechnic university
Building an Older, Wiser Workforce
PolyU’s School of Hotel and Tourism Management | May 23, 2022
Sad to say, hotel managers – unwittingly or not – often hold negative perceptions of older workers. People older than 50 make up less than a fifth of all hotel employees. Where does this apparent aversion to employing older people come from? As a vital first step in addressing the low employment rate of older people in this sector, BSc graduate Sau Yin Cheung and Assistant Professor Linda Woo of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University explored age stereotypes and job suitability assessments among hotel managers in Hong Kong. As well as putting age-related discrimination under the micro...
Money or Miles for Frequent Flyers?
PolyU’s School of Hotel and Tourism Management | February 25, 2022
“CANCELLED”: The word no passenger wants to see on an airport display board. Failing to appease disgruntled clientele can seriously damage customer relationships. Dodging the kickback of service failures is therefore supremely important, especially when customers have already pledged their allegiance to a company – as have frequent flyers. But how should loyal customers be compensated? In an important recent study, Dr YooHee Hwang and Dr Lisa Gao of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and their co-author explored the best ways to regain customer loyalty after a service failure. The u...
SHTM and PATA Jointly Released Report on Asia Pacific Visitor Forecasts 2022-2024
PolyU’s School of Hotel and Tourism Management | February 22, 2022
The School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University joined forces with the Pacific Asia Travel Association (PATA) to publish the tenth in their series of Asia Pacific Visitor Forecasts reports, providing the region’s travel and tourism sector, hard hit by the COVID-19 pandemic, with much-needed projections of tourist numbers in the coming years. The “Asia Pacific Visitor Forecasts 2022-2024” were the work of the SHTM’s Hospitality and Tourism Resource Centre headed by Professor Haiyan Song, SHTM Associate Dean, Chair Professor and Mr and Mrs Chan Chak Fu Professor in International Tourism. Along ...
Light at the End of the Tunnel
PolyU’s School of Hotel and Tourism Management | November 19, 2021
Tourism around the world is reeling from the impact of the COVID-19 pandemic, and Hong Kong’s once vibrant industry is no exception. The path to recovery is unclear. In such extreme circumstances, is it even possible for tourism businesses to plan for the future? The answer is yes, say Ms Hanyuan Zhang and Professor Haiyan Song of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University – but only if we can predict the unpredictable. In a study offering new hope for an industry on its knees, they and two researchers developed a pioneering method of forecasting tourism demand in times of crisis. Crisis br...
Hong Kong Poly Conducts Empirical Study on Adoption of Ecotechnology in Hotels
PolyU's School of Hotel and Tourism Management | October 22, 2021
From smart room key systems to robot concierges, advanced technologies are now the norm in many hotels. In a world on the brink of climate crisis, environmental technologies should be no exception. Curiously, however, the hospitality industry is lagging behind in its adoption of eco-friendly technologies. In the first empirical study of its kind, Dr Eric Chan of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and two co-researchers asked what exactly is holding hoteliers back in their quest to “go green”. Their findings will prove invaluable as the industry takes its next steps towards a smarter a...
The Art of Upselling
PolyU’s School of Hotel and Tourism Management | September 17, 2021
Online upselling is an ever more popular way for hotel companies to bring in revenue. However, it remains unclear whether online upselling complements or replaces in-person strategies such as front-desk upselling. In an important exploratory study, Professor Basak Denizci Guillet of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University sought to answer this question. Her findings generate crucial insights for hotels in volatile and challenging times, while also providing an “upselling model for the industry that considers the complexities of today’s multifaceted ecommerce environment”. Hotels can ...
How to Cope in a Crisis
PolyU’s School of Hotel and Tourism Management | July 28, 2021
Health crises are every hotel manager’s worst nightmare, but they are becoming increasingly common. In a fascinating and prescient case study that bridges the gap between theory and practice, Dr Clare Fung and Dr Alice H. Y. Hon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University and a co-author show that embracing a four-stage crisis management model can help hotels to protect their residents, reputations, and revenue. Written before the COVID-19 pandemic, their study documents the responses of Hong Kong China Travel Service Hotels Limited to the outbreaks of SARS and swine flu, showing just how c...
A Little Incentive Goes a Long Way
PolyU’s School of Hotel and Tourism Management | May 26, 2021
With the right email marketing campaign, a hotel can thrive in an industry characterised by cutthroat competition, according to Dr Daniel Leung and Ms Megan Tsou of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University. Drawing on the experiences of real-life Chinese consumers, the authors provide pioneering empirical evidence of how hotel firms can optimise their email advertising to attract and retain customers. By appropriately framing their price promotions and personalising their emails to suit travellers’ unique cultural backgrounds, hotels can regain a foothold in their weakened industry. This will...
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