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 
    ["Winnow AI Food Waste Reduction: A Case of Marriott UK, Ireland and Nordics"]

    Winnow AI Food Waste Reduction: A Case of Marriott UK, Ireland and Nordics

    Marriott UK, Ireland, and Nordics partnered with Winnow to implement AI food waste reduction technology in 53 hotels, achieving a 25% reduction in food waste within six months. Winnow’s system uses computer vision and weighing scales to identify discarded food, assign costs, and generate real-time data and detailed reports. These insights help chefs and managers adjust menus and portion sizes, saving up to 8% on food purchasing. Staff receive coaching to maximize ingredient use and promote zero waste. However, the technology cannot yet process mixed food types, requiring manual separation by staff until further improvements are made.

    Subjects:
    Hotel, Travel and Tourism and Food and Beverage
    Keywords:
    Cost control Restaurant management Hotels -- Environmental aspects Restaurants -- Environmental aspects Food waste Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["Dine in the Dark: A Case of Dark Fork Ottawa"]

    Dine in the Dark: A Case of Dark Fork Ottawa

    Dark Fork, Ottawa’s first “dine-in-the-dark” restaurant, offers guests a unique sensory dining experience, simulating life as a visually impaired person. With nearly 20 years of experience and branches worldwide, Dark Fork provides two- or three-course meals, including surprise dishes, in complete darkness. Guests store personal items in lockers and are guided to their seats by visually impaired servers, enhancing inclusivity and supporting the Canadian National Institute for the Blind. The darkness intensifies flavors and textures, creating a memorable experience. However, challenges include accommodating all guests, managing safety risks, and ensuring a positive experience for those unfamiliar with the concept.

    Subjects:
    Food and Beverage
    Keywords:
    Restaurants -- Ontario -- Ottawa Dinners dining
    Resource Type:
    Case Study
     
  • Case Study 
    ["How a Singapore Airlines Steward Redefined Service Excellence"]

    How a Singapore Airlines Steward Redefined Service Excellence

    Singapore Airlines (SIA) flight steward Maverick Lim received a Service Excellence Award for his outstanding assistance to an elderly German passenger whose connecting flight was cancelled due to a strike. As the only German-speaking crew member, Lim went above and beyond by helping the man with his bags, arranging a hotel, rebooking his flight, and ensuring he received support at each stage of his journey. Lim also kept the passenger’s daughter updated. SIA’s reputation for exceptional service is rooted in rigorous staff selection and significant investment in training and empowerment, ensuring employees are equipped to deliver compassionate, high-quality service.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Singapore Airlines Airlines -- Customer services
    Resource Type:
    Case Study
     
  • Case Study 
    ["Possible or Not?: ESG Certification for Hotels and Resorts"]

    Possible or Not?: ESG Certification for Hotels and Resorts

    The Malaysian hospitality industry has launched an ESG Certification for hotels and resorts, aiming to promote sustainable tourism and provide clear, measurable standards. The process involves ESG training, pre-assessment, action planning, and a certification audit, with annual renewal required. However, challenges include low sustainability awareness, lack of dedicated ESG expertise, and difficulties in spreading knowledge within organizations. The process is complex and time-consuming, and relying on a single auditing firm raises capacity concerns. Small and medium-sized enterprises (SMEs) face additional barriers due to limited resources and lack of benchmarks, risking exclusion and competitive disadvantage without government support or incentives.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry -- Malaysia -- Environmental aspects Sustainable tourism -- Malaysia
    Resource Type:
    Case Study
     
  • Case Study 
    ["How Can AI Help Airlines Listen Better"]

    How Can AI Help Airlines Listen Better

    Airlines have traditionally used metrics like NPS and SCAT to assess customer service, but these often miss the complexities of customer feedback. With Large Language Models (LLMs), AI can analyze vast amounts of customer interactions from various channels, uncovering specific concerns and trends that generic categories overlook. AI enables more nuanced categorization and real-time monitoring at service touchpoints, helping airlines respond proactively. However, survey responses tend to be polarized, risking skewed AI-driven insights. To address this, airlines should supplement AI analytics with targeted outreach to gather more balanced and representative customer feedback for accurate decision-making.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Customer relations -- Management -- Data processing Airlines -- Customer services Customer services -- Data processing Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["Tackling Energy Wastage while Enhancing Guest Experience"]

    Tackling Energy Wastage while Enhancing Guest Experience

    Air-conditioning is essential in hotels, but traditional HVAC systems often waste energy by running in empty rooms. Prestige Bookings, a luxury resort in Cyprus, addressed this by adopting Sensibo Airbend, a smart HVAC management solution that helped reduce energy bills by over 40%. Sensibo Airbend allows centralized monitoring and remote control of all HVAC units, supports smart scheduling based on occupancy and weather, and monitors air quality. It also integrates with motion detectors and window sensors to further cut energy waste. However, the system faces challenges: it is similar to many competing products, may restrict guest control over room temperature, and relies on Wi-Fi, making it vulnerable to connectivity issues.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hotels -- Energy conservation Air conditioning
    Resource Type:
    Case Study
     
  • Case Study 
    ["How to measure Social Governance Impact?"]

    How to measure Social Governance Impact?

    Social sustainability is increasingly important for companies’ reputations and investment appeal, but measuring it—especially at the asset level—remains challenging due to its abstract nature. Without universal standards, companies should create tailored metrics by translating their social missions into clear, time-bound objectives and using impact pathways to connect inputs, processes, outputs, and impacts. Engaging diverse stakeholders can further improve the relevance and objectivity of assessments. The Social Return on Investment (SROI) framework is a valuable tool, assigning monetary values to social changes and comparing them to investment costs, thus quantifying the social value created per dollar spent and supporting transparent reporting to investors.

    Keywords:
    Social responsibility of business Sustainable development
    Resource Type:
    Case Study
     
  • Case Study 
    ["VR Training for Airline Staff: A Case of KLM Royal Dutch Airlines"]

    VR Training for Airline Staff: A Case of KLM Royal Dutch Airlines

    KLM Royal Dutch Airlines has adopted virtual reality (VR) technology to enhance pilot and cabin crew training, offering flexible, immersive simulations for cockpit procedures, fire drills, and reintegration after absence. VR allows pilots to rehearse maneuvers and pre-flight checks remotely, while cabin crew practice emergency scenarios and daily routines in realistic environments. These innovations improve training effectiveness and staff confidence. However, challenges remain: developing realistic VR software is costly, simulations may not fully capture real-life variables, and KLM’s VR pilot training is not yet recognized by the European Union Aviation Safety Agency, limiting its official acceptance and broader implementation.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Flight crews Virtual reality
    Resource Type:
    Case Study
     
  • Case Study 
    ["All About the Durian at Hotel ICON"]

    All About the Durian at Hotel ICON

    Hotel ICON in Hong Kong celebrates the Malaysian Durian Festival each summer with unique durian-themed dining promotions, including the popular “All About Durian Afternoon Tea” and creative buffet dishes. Led by chef Danny Ho, the hotel uses innovative pastry techniques and sources durian directly from Malaysian farmers, supporting their livelihoods. While the festival has been a commercial success, challenges include the fruit’s strong odor, which may deter some guests and affect the hotel environment, and the need for ongoing menu innovation to maintain interest. Balancing durian’s appeal with broader guest preferences and fresh ideas is key to sustaining the festival’s success.

    Subjects:
    Hotel, Travel and Tourism and Food and Beverage
    Keywords:
    Restaurant management Dinners dinning Hotels -- Marketing Restaurants -- Marketing
    Resource Type:
    Case Study
     
  • Case Study 
    ["Building Sustainability with Oysters: A Case of the Great Eagle Group"]

    Building Sustainability with Oysters: A Case of the Great Eagle Group

    Hong Kong’s high seafood consumption generates significant oyster shell waste, straining landfills and contributing to greenhouse gas emissions. In response, the Great Eagle Group partnered with Green Island Cement to launch the world’s first Oyster Shell Upcycling Programme in 2023. This initiative repurposes discarded oyster shells—rich in limestone—into sustainable cement, reducing reliance on carbon-intensive mining and landfill waste. Since its launch, nine tonnes of shells from Eaton HK and The Langham have been upcycled. However, challenges include the cost and labor of cleaning shells, storage and transport logistics, and the need for greater employee and public awareness to expand participation.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Recycling (Waste etc.) Oyster shell Hotels -- Environmental aspects Hotel management
    Resource Type:
    Case Study