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Case Study
Artificial intelligence is transforming hospitality by introducing “digital workers”—AI agents managed like human employees. While this approach promises greater efficiency and accountability, it raises concerns about job displacement, workplace competition, and the practical challenges of integrating AI into traditional organizational structures and departmental roles.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hospitality industry -- Information technology Hotel management Artificial intelligence
- Resource Type:
- Case Study
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Case Study
Noah’s Ark Hong Kong, located in Ma Wan Island, offers family activities, educational programs, and event venues. However, limited attractions and lack of a distinctive experience hinder its competitiveness against major parks like Disneyland and Ocean Park, making it challenging to attract visitors and maintain market share.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- China -- Hong Kong Amusement parks
- Resource Type:
- Case Study
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Case Study
TamJai SamGor, a popular Hong Kong noodle chain, is renowned for its spicy Mala Mixian, unique “TamJai Jie Jie” staff culture, and creative marketing campaigns. However, inconsistent food and service quality across branches risk undermining its strong brand identity, potentially leading to customer disappointment and reduced loyalty.
- Subjects:
- Food and Beverage
- Keywords:
- Restaurants -- Marketing Chain restaurants China -- Hong Kong Restaurants
- Resource Type:
- Case Study
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Case Study
Hong Kong Disneyland leverages RFID technology to streamline costume management and enable innovative attractions like the trackless Mystic Manor ride. However, staff require training to use the RFID kiosks, system failures could disrupt operations without a backup, and the ride’s dynamic movements may cause discomfort for sensitive guests.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Amusement parks -- Management Inventory control -- Automation Radio frequency identification systems
- Resource Type:
- Case Study
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Case Study
Ngong Ping 360’s EQ-Pass electronic queueing system streamlines ticketing and reduces on-site waiting, but still requires visitors to collect tickets at the counter, unlike competitors’ fully online systems. This extra step, along with potential confusion for tourists and remaining bottlenecks at peak times, limits the overall effectiveness and convenience of the experience.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Tickets Customer services -- Management Cable cars (Streetcars) China -- Hong Kong
- Resource Type:
- Case Study
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Case Study
Cathay Pacific, Hong Kong’s flagship airline, faced major criticism after mass flight cancellations during peak travel periods, exposing weaknesses in crew planning and digital resource management. While new digital systems and bonuses aim to address staffing issues, concerns remain about pilot fatigue, safety, and the airline’s ability to sustainably support future fleet expansion.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Cathay Pacific Airways China -- Hong Kong Airlines -- Employees Airlines -- Management
- Resource Type:
- Case Study
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Case Study
Disney Cruise Line has enhanced guest convenience and engagement with its “Disney Cruise Line Navigator” app, offering planning tools and unique interactive entertainment. However, as similar digital features are now industry standard and exclusive experiences like “Disney Uncharted Adventure” are limited to select ships, DCL faces challenges in differentiating its digital offerings.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Disney Cruise Line Cruise lines Mobile apps
- Resource Type:
- Case Study
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Case Study
Hong Kong Airlines faced severe financial distress due to political unrest and the pandemic, prompting major restructuring, fleet reduction, and cost-cutting. While these measures saved the airline from liquidation, they resulted in lost market share and diminished service quality, challenging future competitiveness and customer loyalty.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- China -- Hong Kong Airlines Airlines -- Management
- Resource Type:
- Case Study
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Case Study
Airbnb, a global accommodation sharing platform, has prioritized safety through its AirCover policy, offering protections for both guests and hosts. While reservation screening and a ban on indoor security cameras aim to enhance security and privacy, these measures have sparked debate over fairness, transparency, and the challenges of verifying property damage.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hospitality industry -- Safety measures Airbnb (Firm) Bed breakfast accommodations
- Resource Type:
- Case Study
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Case Study
WM Hotel Hong Kong, part of IHG’s new Vignette Collection, targets nature lovers and pet owners with unique offerings like glamping and pet-friendly packages. However, its remote Sai Kung location limits appeal to general leisure travelers, and low brand recognition—compounded by minimal advertising and weak search engine presence—further challenges its ability to compete with established luxury hotels in more central locations.
- Subjects:
- Hotel, Travel and Tourism
- Keywords:
- Hotels -- Pet accommodations Hospitality industry -- Marketing Hotels -- Marketing
- Resource Type:
- Case Study