Hospitality and Tourism Case Studies

PolyU OER Collections

This collection offers over 200 hospitality and tourism case studies covering marketing, human resources, and technology. Many include suggested discussion questions, making them easy for educators to adopt in class and encourage meaningful discussion. This resource is perfect for educators seeking practical, adaptable materials to enrich teaching and bridge the gap between theory and industry practice.

Works (263)

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  • Case Study 
    ["Earned Wage Access: A Case of Dailypay"]

    Earned Wage Access: A Case of Dailypay

    DailyPay is a fintech platform that enables businesses to offer earned wage access (EWA), allowing employees to receive their pay daily or weekly instead of waiting for monthly paychecks. This helps workers manage financial emergencies and avoid high-interest payday loans, as they can only access wages they've already earned. DailyPay also provides financial planning tools and other services. However, instant access often comes with transaction fees, which can reduce overall earnings. Additionally, frequent early withdrawals may encourage poor spending habits and undermine financial management, raising concerns about the long-term impact of EWA platforms on employee financial wellness.

    Keywords:
    Wage payment systems Fintech
    Resource Type:
    Case Study
     
  • Case Study 
    ["Navigating the Shift to Digital Tipping: Opportunities and Challenges in Supporting Front-line Service Employees"]

    Navigating the Shift to Digital Tipping: Opportunities and Challenges in Supporting Front-line Service Employees

    As cashless payments become more common, tipping has declined, impacting front-line service workers who rely on tips for income. To address this, businesses are adopting digital tipping solutions, such as QR codes and personalized tip codes, allowing guests to tip specific staff and ensuring fair distribution. Platforms like Grazzy enable workers to access tips instantly, boosting motivation and service quality. However, challenges remain: some employees have become overly aggressive in soliciting tips, making guests uncomfortable and raising concerns that hotels are shifting compensation responsibility onto customers. Balancing fair compensation, professionalism, and guest experience is crucial for successful digital tipping adoption.

    Subjects:
    Hotel, Travel and Tourism and Food and Beverage
    Keywords:
    Employee motivation Electronic funds transfers Tipping
    Resource Type:
    Case Study
     
  • Case Study 
    ["Sustainable Meetings: A Case of Marriott’s Connect Responsibly Program"]

    Sustainable Meetings: A Case of Marriott’s Connect Responsibly Program

    The MICE industry is increasingly focused on sustainability. In response, Marriott International launched the Connect Responsibly Program in October 2024, helping event planners reduce their events’ environmental impact at Marriott Bonvoy properties. The program provides Meeting Impact Reports detailing carbon and water footprints, food waste, and plastic reduction, and partners with South Pole to offer carbon offset options. However, challenges include the time and resources required for smaller hotels to track data, lack of standardized reporting guidelines, and uncertainty over whether organizers will invest in carbon offsets, given the need to balance sustainability with profitability.

    Subjects:
    Hotel, Travel and Tourism and Event and Convention
    Keywords:
    Management -- Environmental aspects Special events -- Management Special events -- Environmental aspects
    Resource Type:
    Case Study
     
  • Case Study 
    ["How AI is Transforming Hotel Spa & Wellness Operations"]

    How AI is Transforming Hotel Spa & Wellness Operations

    Artificial intelligence (AI) is transforming hospitality, particularly in spa and wellness operations. In 2024, Lotte New York Palace introduced the world’s first fully automated AI massage, allowing guests to customize their experience via tablet and access services outside typical hours. AI is also used to support human therapists, as seen at Sensei Lanai, where sensors help tailor treatments and reduce administrative tasks. However, challenges remain: machine malfunctions or system failures could disrupt service or pose safety risks, especially if guests cannot stop the AI massage without human intervention. Balancing innovation with safety and personal touch is essential.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Health resorts -- Management Massage therapy Self-care Health Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["Tap into the Subconscious Mind with Eye-Tracking Technology: A Case of IHG’s Mind Lobby"]

    Tap into the Subconscious Mind with Eye-Tracking Technology: A Case of IHG’s Mind Lobby

    With the abundance of online travel options, many travelers now feel overwhelmed and stressed when choosing a destination. A 2024 IHG Hotels & Resorts study found that 29% of travelers feel lost and 61% are overwhelmed by travel decisions. To address this, IHG introduced the “Mind Lobby,” an experience using eye-tracking technology to analyze subconscious preferences and suggest personalized travel types. In under a minute, the system categorizes users into five travel typologies, aiming to reduce decision fatigue. However, its effectiveness depends on user trust, precise calibration, and algorithm accuracy, with some users receiving irrelevant or unexpected suggestions.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Travel -- Decision making Travelers -- Psychology Choice of transportation
    Resource Type:
    Case Study
     
  • Case Study 
    ["Digital Dependency Exposed: How a Single Update Disrupted Global Hospitality and Tourism"]

    Digital Dependency Exposed: How a Single Update Disrupted Global Hospitality and Tourism

    On July 19, 2024, a faulty update from cybersecurity firm CrowdStrike caused critical failures on 8.5 million Windows PCs worldwide, resulting in one of the largest IT blackouts in history. The outage severely disrupted the hospitality and tourism industry, with over 1,100 U.S. flights canceled and many more delayed, stranding travelers and causing a US$5.4 billion loss for Fortune 500 companies. The incident exposed the vulnerabilities of heavy reliance on a few tech providers and automated updates, highlighting the need for better contingency planning, communication, and support systems to mitigate the impact of future digital disruptions.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry Risk management Computer system failures Tourism Crisis management Airlines
    Resource Type:
    Case Study
     
  • Case Study 
    ["The Rise of Travel Subscriptions: Unlocking New Travel Opportunities"]

    The Rise of Travel Subscriptions: Unlocking New Travel Opportunities

    Travel subscriptions are a growing trend, offering customers regular access to travel services and exclusive perks for a monthly or annual fee. Unlike traditional loyalty programs, which reward customers for ongoing engagement, subscriptions provide immediate benefits upon payment and can drive higher spending. eDreams Prime, for example, has over 5.4 million members and generates significant recurring revenue by offering trade prices, price freezes, and flexible cancellations. However, challenges remain: some travelers prefer pay-as-you-go flexibility or are hesitant to abandon existing loyalty points, and retaining subscribers can be difficult if ongoing benefits aren’t compelling enough to justify continued membership.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Customer loyalty programs Travel -- Marketing Customer loyalty
    Resource Type:
    Case Study
     
  • Case Study 
    ["Revolutionizing Restaurant Operations: The Impact of AI-Powered Inventory Management"]

    Revolutionizing Restaurant Operations: The Impact of AI-Powered Inventory Management

    Effective inventory management is crucial for restaurant profitability and efficiency. A new AI-powered solution, developed by PAR Technology and NomadGo, streamlines inventory processes by allowing staff to scan items with mobile devices, speeding up counts by up to 10 times and achieving 99% accuracy. This integration with PAR’s back-office system provides real-time insights, reduces manual labor, and helps optimize purchasing decisions. However, challenges remain, including potential human error during scanning, risks from over-reliance on technology, and compatibility issues for restaurants not using PAR’s platform, which may require costly software transitions and ongoing monitoring to ensure accuracy.

    Subjects:
    Food and Beverage
    Keywords:
    Inventory control Restaurant management Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["UFO Tourism: Navigating a New Frontier in Travel"]

    UFO Tourism: Navigating a New Frontier in Travel

    UFO tourism, now often called UAP tourism, is a niche travel sector where enthusiasts visit destinations linked to extraterrestrial sightings and phenomena. In North America, places like Area 51 and Roswell, New Mexico, attract visitors with festivals and themed attractions, generating significant economic impact. In Japan, UFO tourism blends folklore and supernatural elements, with villages like Linomachi promoting alien-themed experiences and museums. Despite growing interest fueled by media and government disclosures, skepticism about UFO authenticity affects demand, and tourism can disrupt local communities and ecosystems. Sustainable management is needed to balance economic benefits with community and environmental concerns.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Unidentified flying objects Tourism
    Resource Type:
    Case Study
     
  • Case Study 
    ["Airline Baggage Recovery Technology: A Case of Apple’s Share Item Location"]

    Airline Baggage Recovery Technology: A Case of Apple’s Share Item Location

    Losing luggage can disrupt travel plans and cause anxiety, but new tracking technology is improving recovery. In November 2024, Apple launched the Share Item Location feature, allowing iPhone users to securely share AirTag or Find My accessory locations with airlines via a temporary link. This helps airlines track and recover lost luggage more efficiently while protecting user privacy. The feature, available globally on iPhone Xs and newer, has been adopted by over 15 major airlines. However, its effectiveness is limited by its exclusivity to Apple devices and a small number of participating airlines, highlighting the need for broader platform and airline support.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Luggage Airlines Application software Location-based services
    Resource Type:
    Case Study