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 
    ["Hotel and Restaurant Gift Cards: A Case of Lan Kwai Fong Group"]

    Hotel and Restaurant Gift Cards: A Case of Lan Kwai Fong Group

    Established in 1983, Lan Kwai Fong (LKF) Group is a leading lifestyle and property developer in Asia, offering high-end dining and entertainment. In 2021, LKF launched customizable gift cards for unlimited restaurant visits, aiming to boost local consumption. However, with gift cards now common in hospitality, simple monetary cards no longer provide a competitive edge. Businesses have responded by bundling unique experiences, creating collectible designs, and offering incentives to attract customers. LKF faces challenges from market saturation, rising development costs, and rapid imitation by competitors. To stay competitive, LKF must continuously innovate its gift card offerings.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry -- Marketing Restaurants -- Marketing Customer loyalty programs
    Resource Type:
    Case Study
     
  • Case Study 
    ["Standing Out in the Skies Differentiation Strategies for Regal Airport Hotel Hong Kong"]

    Standing Out in the Skies Differentiation Strategies for Regal Airport Hotel Hong Kong

    Regal Airport Hotel, directly connected to Terminal 1 of Hong Kong International Airport, offers 1,171 rooms, extensive meeting facilities, and diverse dining options. Its day-use service caters to transit passengers needing short stays, while the Aviation Package features a Boeing Flight Simulator and pilot experiences for enthusiasts and children. The hotel also provides packages linked to local attractions like Ngong Ping 360 and Hong Kong Disneyland, including accommodation, breakfast, and transport perks. However, competition from the newer, more affordable Regala Skycity Hotel—offering similar packages—poses a challenge, highlighting the need for Regal Airport Hotel to further differentiate its offerings.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hotels -- Marketing Hotel management Competition
    Resource Type:
    Case Study
     
  • Case Study 
    ["The Artisanal Home: A Case of K11 ARTUS"]

    The Artisanal Home: A Case of K11 ARTUS

    K11 ARTUS, a luxury serviced residence at Victoria Dockside in Hong Kong, blends the comforts of home with hotel convenience for both short- and long-term stays. Embracing the “Artisanal Home” concept, it showcases curated works by Chinese craftsmen and international designers, enhanced by interactive experiences using QR codes and AR technology. Residents benefit from the AMICI Digital Concierge, offering 24/7 support via popular messaging apps, and can order food or shop from the adjacent K11 Musea mall through in-room IPTV. Challenges include ensuring accurate artwork information, managing insurance and legal issues, and addressing privacy concerns with digital services.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Hospitality industry -- Technological innovations Apartments -- China -- Hong Kong Hotels -- China -- Hong Kong
    Resource Type:
    Case Study
     
  • Case Study 
    ["Smart and Safe Convention Experience: A Case of AsiaWorld-Expo"]

    Smart and Safe Convention Experience: A Case of AsiaWorld-Expo

    AsiaWorld-Expo (AWE), Hong Kong’s premier convention venue, has embraced smart technology to enhance operations and visitor experience. Since 2018, AWE has implemented IoT-based smart building management for efficient housekeeping, security, and energy use. Upgrades like Wi-Fi 6 and the Mobile Studio support hybrid events and advanced applications such as AR and VR. In response to COVID-19, AWE introduced the world’s first “CleanTech” disinfection installation for rapid visitor sanitization. Despite these innovations, challenges remain in maintaining complex systems, ensuring staff training, and addressing visitor concerns about the reliability and effectiveness of new technologies.

    Subjects:
    Event and Convention
    Keywords:
    Sterilization Facility management -- Technological innovations Convention facilities -- China -- Hong Kong Infection -- Prevention
    Resource Type:
    Case Study
     
  • Case Study 
    ["From Food Waste to Furniture Sustainability Practices at Swire Group Hotels"]

    From Food Waste to Furniture Sustainability Practices at Swire Group Hotels

    Swire Hotels in Hong Kong have implemented innovative sustainability initiatives to address growing environmental concerns among travelers. At EAST Hong Kong, the restaurant FEAST uses the ORCA food waste recycling machine, which decomposes food waste into liquid for safe disposal and renewable energy generation, diverting nearly 12,000 kg of waste from landfills in 2023. The Upper House created a zero-waste Christmas tree from upcycled plastic bottles and glass, later transforming it into furniture auctioned for charity. Despite these impactful efforts, challenges remain in staff awareness and public promotion, suggesting a need for better education and communication about sustainability practices.

    Subjects:
    Hotel, Travel and Tourism and Food and Beverage
    Keywords:
    Food waste -- Recycling Hotel management Hotels -- Environmental aspects
    Resource Type:
    Case Study
     
  • Case Study 
    ["Enhancing Recruitment Efficiency: The Role of AI and NLP at OTG Management"]

    Enhancing Recruitment Efficiency: The Role of AI and NLP at OTG Management

    OTG Management, operating over 350 restaurants and retail stores in 11 airports across the U.S. and Canada, has turned to automation to address ongoing recruitment challenges. In 2023, the company adopted Dayforce Recruitment software, which uses AI-powered chatbots and Natural Language Processing to pre-screen candidates, score video interviews, and review resumes, aiming to reduce human bias and streamline hiring. This technology allows recruiters to focus more on personal interactions with candidates. However, challenges remain, as the AI overlooks non-verbal cues like tone and gestures, and may miss ideal candidates due to limitations in processing new or unfamiliar data.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Employees -- Recruiting Artificial intelligence
    Resource Type:
    Case Study
     
  • Case Study 
    ["Innovations in Loyalty Management: A Case of Asia Miles"]

    Innovations in Loyalty Management: A Case of Asia Miles

    Asia Miles, launched by Cathay Pacific in 1999, is a loyalty and frequent-flyer program enabling members to earn miles through purchases with co-branded credit cards and at partnered businesses. In 2018, the group introduced “The Asia Miles by Cathay” mobile app, leveraging blockchain technology for near-instant, secure tracking of earned miles, enhancing both user experience and business efficiency. The app also promotes wellness by rewarding members for achieving daily health goals. However, challenges include the need for merchants to adopt blockchain-compatible systems and the existence of separate apps for loyalty and ticketing, which may hinder a seamless customer experience.

    Subjects:
    Hotel, Travel and Tourism
    Keywords:
    Customer loyalty programs Frequent flyer programs Airlines --Marketing Customer loyalty
    Resource Type:
    Case Study
     
  • Case Study 
    ["Innovative Dining Offerings A Case of Kowloon Shangri-La"]

    Innovative Dining Offerings A Case of Kowloon Shangri-La

    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:
    Hotel, Travel and Tourism and Food and Beverage
    Keywords:
    Restaurant management Hotel management Food service management
    Resource Type:
    Case Study
     
  • Case Study 
    ["Smart Hotel Technologies and Services: The Role of 5G technology at W Hong Kong"]

    Smart Hotel Technologies and Services: The Role of 5G technology at W Hong Kong

    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 Robots Industrial 5G mobile communication systems
    Resource Type:
    Case Study
     
  • Case Study 
    ["Navigating the Challenges and Opportunities of Kai Tak Sports Park: Elevating Hong Kong's “Sportainment” Experience"]

    Navigating the Challenges and Opportunities of Kai Tak Sports Park: Elevating Hong Kong's “Sportainment” Experience

    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:
    China -- Hong Kong Sports facilities Stadiums Parks
    Resource Type:
    Case Study