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 
    ["Rising Cyber Threats: Lessons from Starbucks' Recent Incidents"]

    Rising Cyber Threats: Lessons from Starbucks' Recent Incidents

    As businesses increasingly digitalize their services, cyber-attacks have become a major threat, causing disruptions and data breaches. Starbucks has faced multiple incidents, including a 2024 ransomware attack on its supply chain provider Blue Yonder, which disrupted staff payments, and a 2022 data breach in Singapore, where customer data was stolen due to poor account management by a contracted agency. These attacks damage reputation, erode customer trust, and can lead to legal consequences and financial losses.

    Keywords:
    Computer security Computer crimes -- Prevention Computer networks -- Security measures
    Resource Type:
    Case Study
     
  • Case Study 
    ["Revolutionizing Airline Retailing Experience with Amadeus Nevio"]

    Revolutionizing Airline Retailing Experience with Amadeus Nevio

    Amadeus has introduced “Nevio,” an AI-powered technology designed to streamline airline retailing and enhance traveler satisfaction. Nevio recognizes returning customers, personalizes offers based on past searches and bookings, and enables seamless shopping and service recovery. In case of disruptions, it quickly provides alternative flights, hotels, and compensations like lounge access or discounted fares. By integrating data across touchpoints, Nevio delivers a unified, personalized experience. However, challenges include potential confusion between airline and OTA services, and the risk of high costs or lounge overcrowding from automated compensations. Airlines must set clear rules to ensure sustainable and effective customer support.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Airlines -- Customer services Electronic commerce Aeronautics Commercial -- Passenger traffic
    Resource Type:
    Case Study
     
  • Case Study 
    ["CIELO FastLane Customer Service"]

    CIELO FastLane Customer Service

    To reduce call center costs, airlines increasingly use digital channels and AI chatbots, but many travelers still prefer human customer service, especially in complex situations. Cielo’s FastLane product addresses this by allowing customers to pay a fee or use loyalty points to skip to the front of the call queue for human assistance, turning call centers into potential profit centers. However, challenges include customer reluctance to pay for priority access and managing fairness when many opt for expedited service simultaneously. If delays persist despite payment, the system’s effectiveness and customer satisfaction may be compromised, undermining its intended benefits.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Arlines -- Management Airlines -- Customer services
    Resource Type:
    Case Study
     
  • Case Study 
    ["Cloud-based Property Management System: A Case of Hotel Rang Mahal"]

    Cloud-based Property Management System: A Case of Hotel Rang Mahal

    A Property Management System (PMS) centralizes hotel operations, streamlining tasks like bookings, check-ins, and guest management. Rang Mahal, a palace hotel in Jaisalmer, India, adopted mycloud PMS, a cloud-based solution enabling remote oversight and integration with POS, housekeeping, and communication systems. This enhances efficiency, simplifies documentation, and supports data-driven decisions. However, reliance on cloud technology introduces risks such as cyber-attacks, data breaches, and connection failures, especially when staff access the system remotely. To mitigate these challenges, Rang Mahal must strengthen cybersecurity measures and establish backup communication protocols to ensure operational continuity and data protection.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Real estate management -- India -- Jaisalmer Hotel management -- India -- Jaisalmer Cloud computing -- Safety measures
    Resource Type:
    Case Study
     
  • Case Study 
    ["Fine Dining at New Heights: A Case of Dinner in the Sky"]

    Fine Dining at New Heights: A Case of Dinner in the Sky

    Launched in 2006, Dinner in the Sky is a Belgian restaurant concept that lifts diners 50 meters above the ground for a unique fine dining experience. Guests are securely strapped onto a 22-seat platform, enjoying live cooking and panoramic views, with prices starting at HKD 1,800 for brunch and HKD 2,100 for dinner. VIP packages offer premium seating and sparkling wine. The concept has hosted over 5,000 events in 60 countries, often featuring celebrity chefs. However, Dinner in the Sky faces challenges with high pricing limiting accessibility and regulatory hurdles when expanding into new markets, impacting its broader appeal.

    Subjects:
    Food and Beverage
    Keywords:
    Restaurants Dinners dining
    Resource Type:
    Case Study
     
  • Case Study 
    ["AI-powered Menu Marketing: A Case of DoorDash"]

    AI-powered Menu Marketing: A Case of DoorDash

    Visual aids play a crucial role in restaurant sales, with 38% of customers influenced by menu photos. In April 2025, DoorDash launched AI-powered tools to help merchants optimize online menus, including an AI camera for better food photos and an item description generator for enticing menu text. These features, available via DoorDash’s Business Manager App, enhance images and streamline menu updates, boosting sales and saving managers time. However, concerns arise over authenticity, as AI enhancements may create unrealistic expectations. If the actual food quality doesn’t match the polished images and descriptions, customer dissatisfaction and reputational risks may result.

    Subjects:
    Food and Beverage
    Keywords:
    Restaurants -- Menus Restaurants -- Marketing Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["A Playful Dining Experience: A Case of MINI CHEF at Lego House"]

    A Playful Dining Experience: A Case of MINI CHEF at Lego House

    Opened in 2017 near Lego’s headquarters in Billund, Denmark, the Lego House features MINI CHEF, an interactive restaurant where guests build their meals using colored Lego blocks, each representing a different dish. Orders are scanned by a machine, confirmed on a screen, and delivered in Lego-shaped lunchboxes via a conveyor belt, with robots assisting and entertaining diners. The system encourages balanced meals and offers keepsakes for kids. While MINI CHEF has become a global success, its hands-on dining concept slows customer flow, causing long wait times. High demand has also led to supply chain challenges and resource reallocation within the Lego House.

    Subjects:
    Food and Beverage
    Keywords:
    Restaurants Dinners dining LEGO House (Billund Denmark)
    Resource Type:
    Case Study
     
  • Case Study 
    ["First AI-powered Hotel in the United States: A Case of Otonomus Hotel"]

    First AI-powered Hotel in the United States: A Case of Otonomus Hotel

    Scheduled to open in July 2025, Otonomus Hotel is the first AI-powered hotel in the U.S., offering 550 rooms with advanced technology for personalized guest experiences. The AI system tailors services by learning guest preferences from booking to checkout, even integrating social media data (with consent) to anticipate needs. Guests benefit from intuitive room allocation, proactive service suggestions, and ongoing profile refinement for future stays. However, the hotel faces challenges around privacy, as extensive data collection and social media access may make guests uncomfortable. Addressing these concerns transparently is crucial for guest trust and acceptance of this innovative concept.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry -- Information technology Hotel management Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["A Unique Cave Dining Experience: A Case of Ali Barbour’s Cave"]

    A Unique Cave Dining Experience: A Case of Ali Barbour’s Cave

    Opened in 1981 at Diani Beach, Kenya, Ali Barbour’s Cave is a distinctive restaurant set in an ancient underground cave, offering a memorable fine dining experience for up to 80 guests nightly. The cave’s open ceiling allows diners to enjoy natural light and starry skies, creating a unique ambience. The menu features continental and African cuisines, with a focus on fresh seafood from the nearby Indian Ocean. Inspired by the story of Ali Barbour and the Forty Thieves, the restaurant is a sought-after novelty destination. However, it faces challenges with inconsistent food and service quality and weather-related operational difficulties.

    Subjects:
    Food and Beverage
    Keywords:
    Restaurant management Restaurants -- Kenya
    Resource Type:
    Case Study
     
  • Case Study 
    ["The Future of Pool Management: Balancing Efficiency and Sustainability"]

    The Future of Pool Management: Balancing Efficiency and Sustainability

    Traditionally, swimming pools have been seen as costly and environmentally unfriendly due to high water and energy use. Recent innovations, however, have enabled hotels to adopt smart, eco-friendly pools, reflecting a commitment to responsible tourism. Smart pool systems use sensors and software to monitor water levels, temperature, and energy consumption, helping managers reduce waste and maintenance costs. Automation ensures optimal water quality and safety, while sustainable materials and biological filters further enhance eco-friendliness. Despite these benefits, high initial investment, renovation needs, and staff training requirements pose challenges for hotels transitioning to smart, sustainable pool systems.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry -- Environmental aspects Swimming pools -- Environmental aspects
    Resource Type:
    Case Study