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Fung, Clare
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Case Study
Kowloon Shangri-La stands out with innovative F&B offerings like affordable “Moonlight Hours” Chinese desserts and the eco-friendly Buffet-Box in partnership with CHOMP. However, it faces various challenges including maintaining profitability for low-priced luxury desserts, aligning takeaway concepts with luxury guest expectations, and accurately forecasting Buffet-Box demand to truly minimize food waste.
- Subjects:
- Food and Beverage and Hotel, Travel and Tourism
- Keywords:
- Hotel management Food service management Restaurant management
- Resource Type:
- Case Study
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Case Study
W Hong Kong, in partnership with SmarTone, offers guests high-speed 5G connectivity and innovative features like a 5G-powered service robot to enhance the guest experience and promote digital engagement. However, challenges include limited guest awareness of 5G benefits, the risk of losing competitive advantage as 5G becomes standard in hotels, and operational vulnerabilities if the network provider experiences service disruptions.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Strategic alliances (Business) Hotels -- Marketing 5G mobile communication systems Robots Industrial
- Resource Type:
- Case Study
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Case Study
Kai Tak Sports Park, Hong Kong’s largest sports and entertainment complex, opened in 2025 with high-profile events like Coldplay’s concert and the Hong Kong Sevens. While the venue impressed with its world-class facilities and increased capacity, challenges emerged around sound quality, catering shortages, crowd management, transport logistics, and community noise concerns. Addressing these issues and refining event operations will be crucial for the park to realize its ambition as a global sportainment destination.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Sports facilities Parks China -- Hong Kong Stadiums
- Resource Type:
- Case Study
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Case Study
Four Seasons Hotel Hong Kong stands out with eight Michelin stars, curated local experience packages, and pioneering sustainability initiatives like low-carbon spirits. However, ensuring guest understanding of eco-friendly changes, managing operational risks in off-site tours, and justifying premium-priced packages amid competition from online travel platforms and DIY options remain challenging for the hotel.
- Keywords:
- Hospitality industry Hotel management Social responsibility of business
- Resource Type:
- Case Study
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Case Study
AI is transforming internal communications by enabling faster content creation, personalized messaging, and real-time translation, boosting productivity and engagement. However, challenges remain around content accuracy, potential bias, and data security, as organizations must ensure that AI-generated communications are reliable and sensitive information is protected from privacy and cybersecurity risks.
- Keywords:
- Employees -- Effect of technological innovations on Data protection Artificial intelligence Computer security
- Resource Type:
- Case Study
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Case Study
Orquest uses AI-driven workforce management to optimize staff scheduling for companies like McDonald’s and ZARA, improving efficiency and employee satisfaction. While AI streamlines scheduling and reduces administrative workload, challenges remain in ensuring data quality, digital literacy, and maintaining the human touch needed to address nuanced employee needs and well-being.
- Keywords:
- Personnel management Artificial intelligence Scheduling
- Resource Type:
- Case Study
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Case Study
Singapore Airlines (SIA), renowned for service excellence and innovation, faces new challenges despite record profits in FY2024/25. Increased competition, rising costs, and reliance on fare promotions threaten profitability and brand exclusivity. Major investments in premium products, digital transformation, and international partnerships require careful execution to sustain SIA’s premium positioning and long-term growth.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Singapore Airlines Airlines -- Management Singapore
- Resource Type:
- Case Study
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Case Study
Klook, Asia’s leading travel distribution platform, offers over 500,000 products in 2,700+ destinations and leverages influencer marketing, social commerce, and AI to drive bookings and enhance user experience. However, limited reach of TikTok in-app purchases in key markets and potential over-reliance on AI impacting employee decision-making skills become key challenges for Klook.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Travel -- Computer network resources
- Resource Type:
- Case Study
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Case Study
Royal Caribbean International’s Bionic Bar features robot bartenders that mix and serve drinks, offering guests a unique blend of efficiency and entertainment. However, the experience is limited to nine ships, and the lack of human interaction and potential technical issues may impact guest satisfaction and the overall bar atmosphere.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Royal Caribbean Cruise Line Customer satisfaction Robots Industrial Human-robot interaction
- Resource Type:
- Case Study
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Case Study
Royal Caribbean International, the world’s leading cruise line, enhances guest experiences with its innovative mobile app, offering features like self-check-in, virtual safety briefings, personalized activity recommendations, and real-time expense tracking. However, heavy reliance on the app may disadvantage less tech-savvy guests, raising concerns about accessibility and guest satisfaction.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Royal Caribbean Cruise Line Cruise lines Mobile apps
- Resource Type:
- Case Study