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Official Magazine of the School of Hotel and Tourism Management, The Hong Kong Polytechnic University Vol 17 Issue 2, Sep 2017 14 DAYS’ FREE CONTENTS ACCESS

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2 1 14 DAYS’ FREE CONTENTS ACCESS

Discover Routledge Tourism Journals

Routledge is pleased to offer you 14 days’ free access* to the past two years of content published in its Tourism journals portfolio.

In order to access the content, visit the following page and log in to, or register for, a free Taylor & Francis Online account: www.tandfonline.com/r/tourism

Journals in this offer include:

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2 1 Message from Dean of School SHTM World Rankings DEAN’S MESSAGE The cutting edge of any field is a desirable place to be, but few can rigorously maintain outstanding efforts over a long period. As we detail in this issue, the SHTM sets itself apart from other hospitality and tourism educational institutions by consistently remaining in the upper echelons of international rankings. That enduring achievement is evidenced recently by the School’s world No. 1 rankings in both the Hospitality and Tourism Management category of ShanghaiRanking’s Global Ranking of Academic Subjects 2017 and the Hospitality, Leisure, Sport & Tourism subject area of the CWUR Rankings by Subject 2017. We also ranked within the top three in the new Hospitality and Leisure Management category of the QS World University Rankings by Subject. Turning to the sort of innovative approaches to hospitality and tourism education that attract attention from around the world, this issue covers the remarkable success of our online MicroMasters in International Hospitality Management, which has attracted students School Tops from almost 170 countries. Also in this issue is our report on HONG KONG University Rankings 2017, a student organised and managed international conference held at Hotel ICON, The SHTM prides itself as a leading force in world In the Centre for World University Rankings (CWUR) the SHTM’s teaching and research hotel, in hospitality and tourism research and education. subject categories for 2017, the School ranked first in June. And because knowing what students can Recent rankings confirm that position and highlight the Hospitality, Leisure, Sport and Tourism category. achieve after they graduate is important, we the School’s continued efforts to advance the industry The CWUR rankings are based on the number of profile a group of alumni who are making their through outstanding scholarship and nurturing young research articles in top-tier journals, with the SHTM marks on the industry. talents. scoring 100 out of a possible 100.

Looking further into the industry, we cover Professor Kaye Chon Most recently, the SHTM ranked No. 1 in the world That outstanding result confirmed the earlier QS Professor Andreas Papatheodorou’s D.HTM Dean and Chair Professor according to ShanghaiRanking’s Global Ranking of World University Rankings for 2017, which included Distinguished Lecture with its focus on Hong Walter Kwok Foundation Professor in Academic Subjects 2017. Placed at the top of the Hospitality and Leisure Management for the first time. International Hospitality Management Kong’s role in the long haul, low fare airline newly included “Hospitality and Tourism Management” The School ranked first in research and behind only the School of Hotel and Tourism Management sector, the various Executive Development category, the School received praise from Professor University of Nevada at Las Vegas and the Lausanne The Hong Kong Polytechnic University Programmes the School has delivered both at Timothy W. Tong, PolyU President, and Mr Tze-ching Hotel School in Switzerland in the overall measurement. home and abroad, and the latest news from Chan, Chairman of the Council, who commented Hotel ICON. that the “accolade is fitting recognition of the SHTM’s Commenting after the release of the ARWU rankings, unparalleled achievements in teaching and research”. Professor Kaye Chon, SHTM Dean, Chair Professor Coverage of the Dean’s Distinguished Lecture and Walter Kwok Foundation Professor in International delivered by Dr Jennifer Cronin, President of This superb achievement comes after the University Hospitality Management, expressed the School’s Marco Polo Hotels and Chair of the SHTM Ranking by Academic Performance (URAP) Research feeling of honour in being “recognised internationally Industry Advisory Committee, rounds out the Laboratory placed PolyU 6th in its listing of the world’s as a world-leading hospitality and tourism management feature articles for the issue. In the remaining leading Commerce, Management, Tourism and school”. The rankings, he said, provided “insight into pages you will have the chance to find out about Services education providers. As the only university the extent to which our School has been effective amongst the top 6 that offers a hospitality and tourism and instrumental in furthering hospitality and tourism our latest research results, School news and programme through the SHTM, PolyU thus ranked first knowledge.” As always, the SHTM is living up to its events, staff activities, student achievements in the Tourism and Services area. motto of ‘Leading Hospitality and Tourism’. H and F&B happenings. Across the spectrum of our efforts we always aim to lead – not just 2 sometimes, but in everything we do. H 3 Message from Dean of School SHTM World Rankings DEAN’S MESSAGE The cutting edge of any field is a desirable place to be, but few can rigorously maintain outstanding efforts over a long period. As we detail in this issue, the SHTM sets itself apart from other hospitality and tourism educational institutions by consistently remaining in the upper echelons of international rankings. That enduring achievement is evidenced recently by the School’s world No. 1 rankings in both the Hospitality and Tourism Management category of ShanghaiRanking’s Global Ranking of Academic Subjects 2017 and the Hospitality, Leisure, Sport & Tourism subject area of the CWUR Rankings by Subject 2017. We also ranked within the top three in the new Hospitality and Leisure Management category of the QS World University Rankings by Subject. Turning to the sort of innovative approaches to hospitality and tourism education that attract attention from around the world, this issue covers the remarkable success of our online MicroMasters in International Hospitality Management, which has attracted students School Tops from almost 170 countries. Also in this issue is our report on HONG KONG University Rankings 2017, a student organised and managed international conference held at Hotel ICON, The SHTM prides itself as a leading force in world In the Centre for World University Rankings (CWUR) the SHTM’s teaching and research hotel, in hospitality and tourism research and education. subject categories for 2017, the School ranked first in June. And because knowing what students can Recent rankings confirm that position and highlight the Hospitality, Leisure, Sport and Tourism category. achieve after they graduate is important, we the School’s continued efforts to advance the industry The CWUR rankings are based on the number of profile a group of alumni who are making their through outstanding scholarship and nurturing young research articles in top-tier journals, with the SHTM marks on the industry. talents. scoring 100 out of a possible 100.

workplace is backed by outstanding the ability to better position their Tourism expert Mr Abay SHTM staff led by Professor Hanqin services. The reception was so Chinibekov, who participated in Qiu and supported by globally good and demand for places so Kazakhstan, praised the course for leading practitioners. Delivered high that the course was repeated “all the information provided and through four credit-bearing courses from 26 July. especially some insights into the – International Hospitality Luxury hospitality industry”. He went on to Management, Hospitality and Hospitality and Tourism remark that he hoped to continue Tourism Technology and Innovation, Technology and Innovation, his studies in person at the SHTM Managing Marketing in the launched on 7 March and delivered when possible in the future. Hospitality and Tourism Industry, by the School’s Dr Dan Wang, and Managing Human Resources in focused on information and The current course, launched on 5 the Hospitality and Tourism Industry communication technologies September and led by Dr Alice Hon, – the online programme is an (ICT) and innovations, supported is focusing on Managing Human accelerated Master’s level offering by industry partners including Resources in the Hospitality and that can stand alone or count Banyan Tree Hotels and Resorts, Tourism Industry. Dr Hon is leading towards entry to a traditional SHTM Cathay Pacific, Shangri-La Hotels participants from around the world Master’s degree. and Resorts and The Peninsula in understanding essential human Hong Kong. Attracting participants resource concepts and theories, from over 160 countries, the and analysing contemporary issues course featured guest speakers in human resource management. Professor Daniel Fesenmaier from Of particular interest in this course, Courses the University of Florida, Professor given its global nature and the Ulrike Gretzel from the University international makeup of the of Southern California and School’s academics, is the focus on Meet High Professor Dimitrios Buhalis from how not only organisational culture MicroMasters in International Bournemouth University. Interviews but also national culture affects were also conducted with Mr Patrick human resource management Hospitality Management Demand Sin, Director of Sales, Marketing practices. and Revenue Management at Designed to develop Hotel ICON, the SHTM’s teaching As the MicroMasters nears international leaders in the and research hotel, and Mr Jason the end of its highly successful global hospitality industry, all Pang, Director of Technology and inaugural year, those participants of the courses delivered in the Innovation at the award-winning who successfully complete all programme focus on participants’ hotel. four courses in the near future will ability to manage high-quality be eligible to apply for a place businesses. As Professor Kaye Managing Marketing in the in the SHTM’s Master of Science Attracting Learners Chon, SHTM Dean, Chair Professor Hospitality and Tourism Industry, (MSc) in International Hospitality and Walter Kwok Foundation led by Dr Tony Tse, Professor of Management programme, other Professor in International Hospitality Practice and Programme Director entrance requirements permitting. Management, commented at the (Industry Partnerships) at the SHTM, The School is exceptionally proud programme launch, the School’s then introduced participants to of everyone involved in the by the Thousands highly innovative online educational the marketing knowledge and programme, and hopes to welcome strategy allows it “to offer skills needed for success in the graduates into its MSc class in the In an age when the Internet on the non-profit edX platform for hospitality and tourism everyone from everywhere flexible, hospitality and tourism industry. near future. H brings information, engagement developed by Harvard University professionals outstripping supply, affordable credentials for career Launched on 9 June, the course and opportunities to over and the Massachusetts Institute of the programme is offering potential advancement”. exposed participants to the best two billion people worldwide, Technology in the US. industry recruits and employees practices of building customer educational institutions have the looking to advance their careers The first course, International loyalty and creating strong brands. grand opportunity to spread Launched only in January and the opportunity to benefit from the Hospitality Luxury Management, Live sessions led Mr Matthew their influence, attract a diversity having attracted more than 29,000 educational expertise of a world- focused on helping participants Arnold, founder and Managing of enquiring minds and push learners - 296 of whom chose leading hospitality and tourism to understand the power of luxury Director of TouchPoint, and Mr back the boundaries of course edX verification for an official school. brands. Led by Professor Qiu Anthony Lau, Executive Director delivery. The SHTM is certainly course certificate - from almost and launched on 18 January, it at the Hong Kong Tourism Board, doing that with the world’s first 170 countries, the MicroMasters The MicroMasters’ fresh approach explained the essence of such were very well received. MicroMasters in International is an unqualified success in all to bridging the knowledge gap brands, developing in participants Hospitality Management, offered respects. With global demand between higher education and the

4 5 MicroMasters in International Hospitality Management MicroMasters in International Hospitality Management

4 5 HONG KONG 2017 HONG KONG 2017

3rd Global Tourism & Hospitality Conference Drawing the

Prominent scholars, educators, students and industry Industry Together practitioners at the HONG KONG 2017 welcome reception

Helping to shape the hospitality tourism’s equivalent of the Nobel dignitaries, Professor Tong and tourism industry by bringing Prize. Apart from Professor Kaye commented that Hotel ICON its stakeholders together, the Chon, SHTM Dean, Chair Professor was “the world’s first full service Built on the foundation of such Also presented on the night was 3rd Global Tourism & Hospitality and Walter Kwok Foundation commercial hotel wholly integrated efforts, the plenary sessions ran Research Efforts the inaugural Community Impact Conference (HONG KONG 2017) Professor in International Hospitality with an academic institution without a hitch. Sessions I and Award, which went to Hong Ka hosted by the SHTM at Hotel Management, the assembled providing hospitality education at II were UNWTO Ulysses Prize Rewarded Ling and Dr Pamela Ho of the ICON was held on 5-7 June as a laureates included Professor David the university level”. This he said, Laureate Open Forums. Session Hong Kong Community College at key celebratory event of PolyU’s Airey, Emeritus Professor at the meant that at the conference, “our III, which asked “What is ON in One feature of the Gala Dinner PolyU for their “Exploratory Study 80th Anniversary. Taking the theme University of Surrey; Professor guests from around the world will Research in Hospitality and Tourism that brought the conference to of Exhibitor Perspective of Green “Innovation · Research · Education”, Richard Butler, Emeritus Professor witness how our students grasp Today?”, was chaired by Professor its climax was the presentation of Exhibitions in Hong Kong” the student planned and managed at the University of Strathclyde; the learning opportunity at Hotel Kijoon Back, Associate Dean for the Undergraduate Student Best event attracted almost 400 Professor Eduardo Fayos-Solà, ICON”. Research and Graduate Studies Research Paper Award. Open to all As Jeffrey Chan from the participants from 31 countries and Professor at the University of and Eric Hilton Distinguished Chair first-author undergraduate students sponsorship team put it, the regions for the exchange of research Valencia; Professor Donald Hawkins, Indeed, the organising committee at the Conrad N. Hilton College of with up to one co-author, this year conference was an important way findings and insights related to Professor Emeritus of Management comprised 48 students from the final Hotel and Restaurant Management, the Champion award went to Malia that the School and University could tourism and hospitality around the and Tourism Studies at George year Special Event Project course. University of Houston. Dr Catherine Bacig and Dr Cheri Young from the “further contribute to society and to world. Washington University; Professor Supported by SHTM faculty members, Cheung, SHTM Associate Dean, University of Denver for their paper the industry.” The SHTM thanks the Jafar Jafari, Emeritus Professor at the committee enthusiastically took chaired Session IV on “Hospitality “Why Should Restaurants Source organising committee for its sterling Officiating at the opening the University of Wisconsin-Stout; on their roles, always aware that they and Tourism Education and Local Food?” Shi Xinchen and Dr efforts in helping to build such a ceremony were Professor Timothy and Professor Pauline Sheldon, were ambassadors for the School Research Around the Globe”. Basak Denizci Guillet of the SHTM meaningful platform. H W. Tong, PolyU President; Miss Professor Emerita, School of Travel above all else. As Jeffery Chan of the took out the First Runner-up award Cathy Chu, Commissioner Industry Management at the sponsorship team put it, “the name The conference also featured for their paper entitled “Revenue for Tourism, Hong Kong SAR University of Hawaii. of the School is on our back, it’s our 141 paper presentations, 18 Management and Customer Government; Mr Michael Li, brand”. That should not, however, poster sessions, panel sessions on Relationship Management: Conflicts Executive Director of the Federation suggest an easy path. KK Lam, “Online Education and MOOC” or Integrated Revenue Driver?” of Hong Kong Hotel Owners; head of the publicity team, said that and “University and Industry Juleigh Giberson from Ryerson and Ms Cynthia Leung, General “communication has been the most Partnerships”, and an Optional University in Canada received the Manager, Corporate Affairs, Hong An All Student critical and most challenging aspect Dinner with Speakers at the SHTM’s Second Runner-up award for her Kong Tourism Board. for me”, but she acknowledged that training restaurant, Bistro 1979. paper on “Generation Y, Virtual Effort having faced “a lot of challenges Reality, and Tourism”. Also in attendance were seven and having overcome them” would winners of the prestigious UNWTO In his welcoming address to be beneficial when she joined the Ulysses Prize, widely considered the assembled delegates and workforce.

6 7 HONG KONG 2017 HONG KONG 2017

3rd Global Tourism & Hospitality Conference Drawing the

Prominent scholars, educators, students and industry Industry Together practitioners at the HONG KONG 2017 welcome reception

6 7 D.HTM Distinguished Lecture Executive Development Programmes

TheSkyis No

Professor Andreas Papatheodorou

The Hong Kong International related societies. His influential Professor Papatheodorou warned Airport (HKIA) is in a position to work on Limitair transport and tourism that “no hub airport can sustain its Advancing the Industry reap the benefits of a long haul, economics and geography ensured success unless its major carrier is in low fare airline model, explained that his lecture featured a thorough a solid financial condition to counter leading scholar Professor Andreas description of how low-fare airlines competitive pressures”. He noted Papatheodorou to assembled are shifting their focus from short that “something needs to be done through Executive Education staff, students, practitioners and regional routes to competing about a low-cost, long-haul airline academics, along with those against full-service network carriers model. And I think this is something watching via live stream, at his on long-haul routes. Cathay should consider”. D.HTM Distinguished Lecture on 26 May. Noting “a gradual blurring The major implication of this shift As Professor Brian King, SHTM of the different airline models”, is that leading hubs such as HKIA Associate Dean, explained when Professor Papatheodorou described stand to benefit by offering low cost discussing the lecture, the School’s The SHTM has continued its on 18 January, the School provided and nine of its sister hotels in a change in the competition facilities to low-fare airlines, securing unique professional Doctor of efforts to engage and advance the a lecture on “Up-selling Skill and mainland China. dynamics of the airline sector to an fast turnaround times and providing Hotel and Tourism Management industry it serves in recent months Innovation in Food and Beverage” appreciative audience. more travel choices. Although (D.HTM) programme is “a very through a series of Executive to 28 staff members at the Crowne The beginning of the year also ranked eighth in the world in important initiative for us in Development Programmes. From Plaza Shenzhen Longgang saw the SHTM continuing its Professor Papatheodorou is a terms of total traffic with 70 million building industry capacity” and a focus on sales skills through to City Centre. The enthusiastic Customer Service Development world-renowned expert on industrial passengers per year, HKIA is not the lecture provided much food a comprehensive programme participants mainly included food Programme for staff of HKR and spatial economics in tourism. growing as quickly as rival regional for thought for highly motivated covering all aspects of hospitality, and beverage directors, executive International Limited, which Aside from his full-time position airports such as Singapore’s Changi. practitioners and academics who SHTM academics have organised chefs, revenue managers, marketing manages the Auberge Discovery at the University of the Aegean in And its major carrier, the recently are set to lead change in their and delivered just the right sort of communication managers and Bay Hong Kong and the club Greece, he holds appointments loss-making Cathay Pacific, has fields. The SHTM thanks Professor training to make a difference in the general managers from the hotel facilities in the Discovery Bay at other universities in Greece, yet to experiment with a low-cost Papatheodorou for his thoroughly highly competitive marketplace. Germany and Australia, and airline. enlightening lecture. H fellowships in numerous tourism- New and Ongoing Programmes

Starting its executive development efforts for the year

Professor Kaye Chon (second row, fifth from left) and Dr Tony Tse (second row, fourth from right) 8 with participants from the HNA Hospitality Group 9 D.HTM Distinguished Lecture Executive Development Programmes

TheSkyis No

Professor Andreas Papatheodorou

Starting its executive development efforts for the year

Professor Kaye Chon (second row, fifth from left) and Dr Tony Tse (second row, fourth from right) 8 with participants from the HNA Hospitality Group 9 Executive Development Programmes Hotel ICON

residential area. Running from The agreement will last for October 2016 until July 2017, the Agreement three years and will also include programme provided training for internships for SHTM students and employees from the Auberge, industry attachment opportunities the Discovery Bay Golf Club, the Bears Fruit for the School’s faculty members. Discovery Bay Marina Club, the Commenting on the agreement Discovery Bay Recreation Club and On 10-14 July, the SHTM at its signing, Dean Chon said Club Siena. provided a comprehensive that “while we are firmly behind Hotel Operation Development the HNA’s talent development April marked the start of Programme for the HNA Hospitality programme, this strategic a Leadership Development Group, attracting 30 participants. partnership also provides an Programme provided to Dorsett The topics covered included excellent channel for internship Hospitality International, with innovations and leadership in and industry attachment which a total of 33 senior executive hospitality business, the global our students and faculty members participants. Professor Kaye Chon, trends of hospitality, hotel quality will need. We look forward to SHTM Dean, Chair Professor management, social media in working more closely with our HNA and Walter Kwok Foundation hospitality, innovation in food counterparts in the years to come.” Professor of International Hospitality and beverage, human resource Management, delivered the first management and experiential Looking ahead in other areas module on 12 April, focusing on marketing. as well, the School will host the the theme of “Innovation and 2017 Hong Kong PolyU Winter Leadership in Hospitality”. In its efforts to adapt to an School on its premises from 4 to ever-changing and dynamic 16 December. Featuring six two- The new batch of Elite June saw the School hosting the international environment, the day, highly interactive modules, the Management Trainees first Certified Hospitality Educator HNA looked to the SHTM to event will attract executives wanting (CHE) workshop for the year led develop for its associates an to gain cutting edge knowledge A key aspect of Hotel ICON’s According to Mr Richard Hatter, students can then perform and by Dr Fred Mayo on behalf of the advanced and specialised training from seasoned industry leaders and role in the SHTM’s world- Hotel ICON General Manager and practise the principles they’ve SHTM and the American Hotel and educational programme with renowned academics. As always, leading educational model is the SHTM Adjunct Associate Professor, learned with highly appreciative and Lodging Institute. Leading to a global perspective. That was the School will draw on its global outstanding effort it puts into the hotel’s tight alignment with customers. CHE certification, the workshop certainly achieved, which was leadership in hospitality and tourism nurturing and training the next the School’s educational practice exposed participants to the latest particularly important given that the research and education to push the generation of hospitality industry and its “fantastic reputation for Having recently had the global principles and helped programme was the initial result of industry forward. H leaders. As the School’s teaching excellence and service” ensure that opportunity to serve at Hotel ICON them gain the skills they need to a memorandum of understanding and research hotel, it takes great the two “look brilliant together”. in the first phase of the programme provide outstanding educational signed by the two parties. care in ensuring that students This, or course, extends to student are Miss Scarlett Cha, Miss Esther experiences to hospitality students. make the most of its facilities and training, in which Mr Hatter said Lee, Miss Lydia Ng, Miss Pavithra opportunities. A feature of such that providing inspiration is a critical Senevirathne, Mr Michael Kwan and efforts under its “Being Miss Amanda Wantono. They Brilliant Together” initiative are now part of an elite group is the joint SHTM-Hotel of students who have gained ICON Elite Management concentrated experience Programme. Brilliant in a hotel that received the 2017 PATA Grand Award Open to second year for Education and Training students studying for the from the Pacific Asia Travel Bachelor of Science (Honours) Association for the “Being in Hotel Management, the Together Brilliant Together” initiative. programme selects the most promising candidates to element of the hotel’s approach. The School looks forward to the undertake full-time training for This, he explained, involves second phase of their training, and 11 months in two phases – June “teaching students and explaining of course to their success in the to August and then January to to them in a way that inspires them years ahead. H the following August. Successful to want to work in the industry”. applicants move through each of the hotel’s departments, gaining What Mr Hatter and the hotel’s the opportunity to shadow educator-managers aim for in management and develop a working with students is the working knowledge of how a moment “when the penny drops leading hospitality organisation and they totally understand what operates. the concept of hospitality is”. The

10 11 Executive Development Programmes Hotel ICON

10 11 Career Day 2017 Recent Graduate Career Paths

Students Gain Career Insights

Undergraduate and graduate students alike grasped the opportunity to meet potential employers on 10 March when the School hosted its annual Career Day. Fifty-four companies, including local and international organisations in hospitality, catering and tourism, offered insights into career possibilities at their exhibition booths. The School thanks the following organisations for making the event a success. H Well

Asia Society Hong Kong Center Niccolo Hotels and Marco Polo Hotels AsiaWorld-Expo Management Limited ONYX Hospitality Group Auberge Discovery Bay Hong Kong Ovolo Hotels Black Sheep Restaurants Limited Pacific Club Rewarded China Travel Service (Hong Kong) Limited Panda Hotel “Go for the experience, stay Miss Kristina Braun, a BSc in anything the School provides, and Classified Group pentahotels for the rewards” could well be Hotel Management graduate they’re helped along by often deep Club Managers’ Association of Hong Kong Plaza Premium Lounge Management Limited the motto of many fresh SHTM and recipient of the PolyU Most fascinations with the fields being Conrad Hong Kong Pret A Manger (Hong Kong) Ltd graduates when they set out on the Outstanding Student Award 2016, is studied. Cordis, Hong Kong Rhombus Group first legs of their career journeys. now a Food and Beverage Trainee Dorsett Hospitality International Rosewood Hotel Group But few career paths are ever in the Management Development Emperor Group Shangri-La Hotels and Resorts straight and new hires work hard for Programme at the Grand Hyatt in Four Seasons Hotel Hong Kong Sino Hotels any rewards that come their way. Wanchai. Commenting on what the Harbour Plaza Hotels and Resorts Swire Hotels As a group of graduates from the award meant to her, she narrowed Hong Kong Airlines Limited Swire Travel Limited School’s Bachelor of Science (BSc) down the key influences during Hong Kong Airport Services Limited Tang’s Living and Lafayette Wedding in Hotel and Tourism Management her studies: “I am grateful for the Hong Kong Convention and Exhibition Centre The Cheesecake Factory programmes attest, having received continuous support from the SHTM Hong Kong Cruise Services Limited The Clearwater Bay Golf and Country Club an exceptional education, passion and Hotel ICON, which helped to Hotel ICON The Hong Kong Jockey Club for the field and the willingness to make receiving the award possible.” Hyatt Hotels Corporation The Hongkong and Shanghai Hotels Limited – Properties and grab opportunities are critical to InterContinental Hotels Group Clubs starting off just right. The School, according to Kristina, Jardine Airport Services Limited The Langham Hong Kong “is like a family” and aside from JC Group Holding Limited The Mira Hong Kong/Mira Moon Hotel an excellent staff with international Kerry Hotel, Hong Kong The Peninsula Hong Kong experience and perspectives, the Kew Green Hotel Wanchai Hong Kong The Royal Garden students “always try to support Lanson Place Hotel Travel Circle International Limited An Excellent each other and are proud of L’hotel Management Company Limited Travel Expert Ltd belonging to the SHTM”. These PolyU President, Professor Timothy W. Tong (left), Mandarin Oriental Hotel Group Travel Industry Council of Hong Kong intimate connections are, of course, with Miss Kristina Braun Marriott International Foundation as much the students’ own doing as

12 13 Career Day 2017 Recent Graduate Career Paths

Students Gain Career Insights

12 13 Recent Graduate Career Paths Dean’s Distinguished Lecture

Miss Pureanae Jang, a 2013 Management in 2011, graduate, is a good example. She commented that the explained that “in my childhood, SHTM “emphasises the I always loved the peculiar scent practical learning and that lingered on the tip of my nose industry engagement as I walked into a hotel lobby. I of the students; even also loved the spotlessly clean for the interview and white linen in the guestrooms, section for undergrad shiny cutlery, large windows and selection, the School the placid feeling of comfort that a Mr Freeman Fung invited industry leaders hotel can bring”. With that sort of to join and talk to us!” fascination driving her she studied for a BSc in Hotel Management and Catherine is now at Cathay Pacific is now a Senior Analyst at Colliers Opportunities Airways, exploring what she called International Hong Kong, where “the booming digital business world”. Typically for an SHTM Abound graduate, she said that her “goal is to be the best at my role in the As Freeman’s experience should Mobile App Team and later explore suggest, an education at the SHTM other opportunities in Cathay that combined with an enthusiasm to can grow and challenge me in move ahead will generate many different areas”. opportunities, and not all of them are expected. Mr Henry Mak, who A life of gained a Higher Diploma in Hotel Management in 2010 and a BSc in “Learning will always take you the same field during 2012, certainly to the next level”, espoused Dr Miss Pureanae Jang knows this. A one-year internship Jennifer Cronin, President of Wharf arranged by the SHTM opened Hotels, to an appreciative group her understanding of hospitality his eyes “to the real business of staff and students at the SHTM withLearning a degree in economics. “Life is as eager as ever to put her operations allows her to build environment in the hotel industry”, Welcoming Day on 30 August. a classroom”, she told the students experience into a learning context, accurate financial forecasts for hotel so he started his career at Marriott Delivering a Dean’s Distinguished in the audience, “and only those she embarked on a Ph.D. in which properties. International in front-of-house roles, Lecture entitled “Leadership: who are willing to be lifelong she developed the concept of a looking to understand “the big Forever Learning”, Dr Cronin learners will move to the head of “living crisis manual”, constantly Indeed, the School not only picture of how a hotel operates”. chronicled a life of transformation the class”. updatable to suit new situations. grounds its students in field- When he gained the opportunity and how leadership, for her “is a specific knowledge and skills, but to move away from direct customer passion, it’s a choice”. Choosing a different path than Since she has been in Hong also pushes them to think laterally service he eagerly became most of her classmates, who went Kong, Dr. Cronin has shifted from and devise solutions that best suit a Revenue Analyst, because into the foreign service, Dr Cronin Vice-President of Marketing at their own situations. Mr Freeman “identifying business opportunities Miss Catherine Wong followed her people-orientation Marco Polo Hotels to President of Fung, who graduated with a BSc in and room for improvement is also upon graduation and worked in Wharf Hotels, renamed with the Hotel Management during 2014, crucial to the success of a hotel.” When asked to give advice room service in a Gold Coast hotel, launch of Niccolo, the group’s luxury explained that “SHTM professors to current SHTM students, the soaking up all the knowledge she chain. In the more recent role, she are always pushing you to think Another way of describing Henry’s four alumni were unanimous in could. “Be prepared to start at the has overseen the consolidation of outside the box” and “telling you experience would be to use the suggesting that no career journey bottom”, she explained. “That will the previous president’s leadership there are no model answers”. term “practicality”. The School will follow a straight path. Still, make you a better manager. It will initiatives and introduced a new That has certainly given him a certainly nurtures practical thinkers, Kristina advised to “go for the job make you a better leader”. leadership training platform for competitive advantage in his role and Miss Catherine Wong, who that will be most beneficial to you in senior executives. as marketing trainee for the Merlin graduated with a BSc in Tourism the long run and that can help you Within two years Dr Cronin Entertainments Group, for which grow your passion”. And as Henry had begun to move up the In giving a series of tips to he has now worked in Hong Kong, said, “remember you are the author Professor Kaye Chon, Dean of the SHTM thanking corporate ladder and was working new students based on her own Singapore and most recently at the of your book of life!” The rewards Dr Jennifer Cronin for her inspiring lecture as a reservations supervisor. experience, Dr Cronin emphasised global headquarters in the UK. will be there for all to reap. H An executive career followed perseverance, the willingness to Hailing from the rural hinterland with Sheraton, Hyatt and take a chance and the necessity of Australia’s dynamic Gold Coast Dusit International, where she “to do what you love and never, tourism region, Dr Cronin overcame experienced four years of political never stop learning”. There could numerous setbacks including family turmoil including heated protests be no more fitting advice for the tragedies to complete her schooling outside the chain’s flagship hotel assembled students and staff alike. H and then graduate from university in Bangkok. Returning to Australia,

14 Mr Henry Mak 15 Recent Graduate Career Paths Dean’s Distinguished Lecture

14 Mr Henry Mak 15 Research Horizons | Volume 11 Issue 2 | September 2017 Mainland China Programmes

Volume 11 | Issue 2 September 2017 Anniversary Summit Research Looks to the Future Horizons Surprising Source of Unethical Tourist Behaviour

Judgements about ethically may be more likely to engage in Judging Ethical unacceptable behaviour may vary the kind of behaviour that would Scenarios amongst cultures, and Western be considered unacceptable at tourists are more likely to engage in home. Hong Kong, for instance, such behaviour when on holiday, has recently witnessed a rise in The researchers surveyed Hong find the SHTM’s Dr Denis Tolkach, complaints from residents about Kong residents, mainland Chinese Dr Stephen Pratt and a co-researcher the behaviour of mainland Chinese tourists and Western tourists from in a recently published study. Their tourists, including “being rude to the US, UK, Europe, Australia, investigation of international and service staff, urinating in public Canada and New Zealand over mainland Chinese tourists and and disorderly queuing”, note the several weeks at “common tourist Hong Kong residents reveals some researchers. Protests amongst locations in Hong Kong”. Of the The SHTM’s commitment to discuss international collaboration in an mainland matches ZJU’s development. surprising findings that should prove residents have also occurred in total respondents, 410 were Hong advancing the hospitality and tourism era of innovation and entrepreneurship. Professor Tong agreed that the two useful for academics, policymakers other destinations with high levels Kong residents, 796 were mainland industry in mainland China has never universities had much in common, and and industry practitioners seeking of tourism, such as Barcelona. Chinese and 621 were international been stronger, with its postgraduate Officiating at the opening ceremony commented that the Belt and Road to develop “mitigation strategies tourists. programmes nurturing industry leaders were Professor Jianhua Yan, Vice initiative had made everyone think to reduce anti-tourism sentiment” This is an interesting situation and those who will follow in their President of ZJU, and Professor about their roles in preparing talents. in Hong Kong and other tourist because the intercultural nature of Each respondent was presented footsteps in the years to come. Critical Angelina Yuen, Vice President (Student destinations. international tourism provides an with five brief scenarios describing to the success of that endeavour has and Global Affairs) of PolyU. Opening Following a keynote speech by opportunity to examine whether ethically questionable behaviour: been the Zhejiang University-PolyU speeches were delivered by Professor Professor Sir James Mirrlees, winner ethical beliefs vary between buying a counterfeit bag at an Joint Centre in Hangzhou, at which Lu Li, Director of the Education, of the 1996 Nobel Memorial Prize in Unethical Behaviour peoples. The researchers explain open-air market, disorderly public the Master of Science in Hotel and Science and Technology Division Economic Sciences, panel sessions that the “ethical relativism” behaviour due to drunkenness, Tourism Management and ground- of the Liaison Office of the Central covered innovations in small projects, among Tourists perspective does not consider jumping a queue for entry into a breaking Doctor of Hotel and Tourism People’s Government in Hong Kong, traditional industries in transition and actions as intrinsically right or restaurant or attraction, lying about Management are delivered. In Mr Huawei Guo, Head of the Zhejiang opportunities for Hong Kong, amongst Interest in the ethical side of tourism wrong but as culturally determined, the age of a child to qualify for April, the Centre celebrated its 20th province Education Department, and others. Professor Kaye Chon, SHTM has increased over recent decades, so tensions may arise because cheaper entry into an amusement Anniversary with the International Mr Eddie Ng, Hong Kong’s Secretary Dean, Chair Professor and Walter Kwok as concerns have been raised over tourists and residents have different park and engaging the services Summit on Belt and Road Innovation for Education. Welcoming addresses Foundation Professor in International its effects on host communities. ideas about what constitutes of a prostitute. They were asked and Entrepreneurship – a topic very were delivered by Professor Zhaohui Hotel Management, represented the However, the focus is usually on unethical behaviour. Therefore, to whether each action was fair, much in alignment with the School’s Wu, President of ZJU, and Professor School in the discussions. the social responsibility of tourists find out “why tourists may exhibit unacceptable in their own culture, outlook. Timothy W. Tong, President of PolyU. and tourism organisations, with less socially deviant behaviour”, they unacceptable to their family and The SHTM looks forward to attention paid to tourists as what the investigated the attitudes of people friends, acceptable if it could be Co-organised by Zhejiang University Professor Wu commented on the the next 20 years of working in researchers term “agents of ethical from different cultures towards justified by positive consequences (ZJU) and PolyU, and held at the cross-border collaboration in education combination with ZJU as innovation judgement and decision making”. various kinds of behaviour and the and so on. They were also asked Dragon Hotel Hangzhou, the Summit between the two universities, which has and entrepreneurship lead the way in likelihood that they would engage to indicate how likely they were to attracted economists, academics, quickened ZJU’s internationalisation China’s development. H Given that tourism is a predominantly in such behaviour themselves when undertake the activity at home and officials and entrepreneurs from Asia, process. He also commented that hedonistic or pleasure-seeking on holiday. while on vacation. Eastern Europe and the Middle East to PolyU’s expansion of its network in the activity, when on holiday people

16 I Research Horizons | Volume 11 Issue 2 | September 2017 Mainland China Programmes

Volume 11 | Issue 2 September 2017 Anniversary Summit Research Looks to the Future Horizons Surprising Source of Unethical Tourist Behaviour

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person’s social life. Western tourists behaving badly while drunk and to Differences among were “the most receptive” to this engaging the services of a prostitute sort of behaviour, the researchers than women. The researchers also Engage the Facebook Generation, Cohorts note, and there was an “especially found some interesting differences stark” difference between their between people of different ages. The researchers found clear responses and those of Hong Kong Amongst the Westerners, younger Hotels Urged differences amongst the ethical residents. tourists were less ethical than older judgements of the three groups. ones, yet the opposite was true Surprisingly, given their shared Behaviour on Holiday of the mainland Chinese tourists. Hotels should make greater use and dissatisfiers have been the most and the least satisfied Chinese culture, Hong Kong versus at Home Ethical values did not seem to of social media to evaluate their identified, it may be a fallacy that customers. They categorised residents and mainland Chinese differ between younger and older performance from the customer’s they lie on a continuum. However, the class of hotel according to tourists expressed very different When asked how likely they were generations of the Hong Kong perspective, argue the SHTM’s there have been few studies in TripAdvisor’s rating system: one views about the ethical scenarios, to actually engage in the behaviour residents. Bona Kim, Sam Kim and a co- this area, which motivated the and two star hotels were classified with the former being the least described in the scenarios, either researcher in a recently published researchers to investigate further. as “limited-service” and four and tolerant and the latter the most at home or on holiday, it turned Many Questions study. Having analysed hundreds five star hotels as “full-service”. tolerant. However, the researchers out that few respondents would Remain of online hotel reviews, the Customers use their own frames of The reviews for the 50 top-ranking explain that this may be because of do so. They were not even researchers identified the hotel reference when evaluating hotels, and 50 bottom-ranking hotels where the survey was conducted. likely to participate in relatively The researchers present some features that customers find most and their level of satisfaction were chosen, and the researchers Hong Kong residents were at home acceptable activities, such as buying fascinating insights into the satisfying and dissatisfying. Their is largely dependent on their analysed the content to identify and thus more bound by “laws, a counterfeit bag. However, the similarities and differences between results provide helpful suggestions expectations in particular settings. the hotel features that contributed rules, ethical codes and social Chinese tourists admitted to being ethical judgements of behaviour for how hotel managers can make The researchers explain that to customers’ satisfaction and pressure from friends and family”, more likely to purchase counterfeit among different nationalities. They effective use of social media to different classes of hotel aim to dissatisfaction with their stay. whereas the Chinese tourists were goods, lie about a child’s age and conclude that “the ethical perception monitor and respond to customers’ provide services, products and on holiday and less affected by such jump a queue than the other two of an action is significantly affected positive and negative experiences. features at a “certain level of constraints. groups. The Western tourists were by culture”, and is also strongly quality”, and customers do not Satisfaction versus the most likely to misbehave while influenced by the situation presented expect the same level of quality All three groups considered buying drunk and to engage a prostitute. in the scenario. However, they also Rising Importance of from a one-star budget hotel as a Dissatisfaction a counterfeit bag to be the least The Hong Kong residents were the highlight a number of questions that five-star luxury hotel. unethical activity. International least likely to engage in any of the need to be answered, including Online Reviews Overall, the 50 full-service hotels tourists disapproved of this activity deviant forms of behaviour except whether residents of certain generated 42,659 reviews, almost more than the other two groups but buying a counterfeit bag. countries “behave more ethically on With the continues development TripAdvisor Reviews 68 per cent of which rated the the opposite was true for disorderly vacation than at home and why” of social media, customers hotels as “excellent” and 1.6 per drunken behaviour, which was Because none of the groups were and whether engaging in unethical are increasingly sharing their cent as “terrible”. The 50 limited- more acceptable to the Western very likely to engage in any type behaviour depends on “external and experiences through online review To test their predictions, the service hotels generated 27,525 tourists. of unethical behaviour, being on environmental factors more than on websites. As “one of the most researchers conducted a study of reviews, of which almost 16 per holiday or at home made little personal principles and integrity”. accessible tools” for understanding online hotel reviews to identify cent gave an “excellent” rating According to the mainland Chinese difference. The international tourists customers’ experiences, online both satisfiers and dissatisfiers and and just over 14 per cent gave a tourists, it is justifiable to lie about and Hong Kong residents were hotel reviews represent a form of explore how they differ according “terrible” rating. the age of a child to qualify for somewhat more likely to engage in POINTS TO NOTE “electronic word-of-mouth” and to customers’ expectations, discounted admission because it ethical behaviour while on holiday have become an important source categorised as high or low The researchers stress that the saves money and there is a low but the mainland Chinese tourists • Hong Kong residents seem to have of information for customers depending on the hotel class. difference in the overall number of chance of punishment. Rather were less likely to do so. This, the strong ethical views. planning a hotel stay. In turn, They retrieved reviews of New reviews between the two classes surprisingly, both Hong Kong researchers claim, may be a “China- hotels are also increasingly turning York hotels from the TripAdvisor of hotels suggests that guests residents and international tourists specific phenomenon”, reflecting • Engaging the services of a prostitute to social media as a means to website, chosen because it is of full-service hotels participate deemed jumping the queue to be the government’s attempts to is the most unethical form of tourist better understand the “customer one of the most prominent user- more actively in sharing their highly unacceptable, almost as curb the inappropriate behaviour behaviour. experience”, because knowing generated review sites. New experiences. The high proportion much so as engaging a prostitute. of tourists abroad. They suggest what makes customers satisfied York was selected because it is of positive to negative reviews for The researchers explain that that policy makers may find it • Buying counterfeit goods is not helps hotels to improve their the biggest city in the USA, and a full-service hotels indicates that jumping a queue has an immediate helpful to emphasise the negative considered particularly unethical. service quality. popular tourism destination with a their guests are generally satisfied. effect on those who are made consequences of indulging in diverse range of hotel classes. to wait longer, which may be unethical behaviour, as tourists • Westerners are more likely to behave It is generally assumed that what In contrast, the similar number particularly annoying for tourists generally “care more about the unethically when on holiday. makes customers satisfied can also TripAdvisor reviews provide an of positive and negative reviews with limited time. individual consequences when make them dissatisfied. However, overall numerical rating from 1 for limited-service hotels indicates facing ethical dilemmas”. the researchers point out that (terrible) to 5 (excellent), together a much lower overall level of Engaging a prostitute was Tolkach, Denis, Pratt, Stephen, and the specific factors which cause with customers’ written comments. satisfaction. The researchers considered the most unethical Age and Gender Zeng, Christine Y.H. (2017). satisfaction do not necessarily The researchers chose to analyse suggest that although guests may behaviour, mainly because of the Differences “Ethics of Chinese & Western generate dissatisfaction, and vice reviews in the “excellent” and generally have lower expectations disapproval of friends and family, Tourists in Hong Kong”. Annals versa. As different sets of satisfiers “terrible” categories to focus on of limited-service hotels, some but also because it could have Among all three of the groups, men of Tourism Research, Vol. 63, severe negative consequences on a were significantly more receptive to pp. 83-96.

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managers may need to “proactively For limited-service hotels, there hotel management free access improve” their facilities and services was more of an overlap between and interactive communication Focus on Accessibility Key to to meet them, such as by using satisfiers and dissatisfiers. Location with customers. The researchers social media to monitor customer was again the most important label them as amongst the “best satisfaction and identify areas for satisfier, whereas dirtiness was the means of enhancing service quality Exhibition Market Development improvement. top dissatisfier. Six features ranked and facility improvement”. Hotel in the top 10 for both satisfiers managers are thus advised to The researchers point out that and dissatisfiers: the attitude of the “proactively utilize cyber space” as When choosing whether to attend usually held in the first-tier cities of respondents were predominantly around a third of both the positive staff, the cleanliness of the room, a communication and monitoring an exhibition, exhibitors will go Shanghai, Beijing and Guangzhou, from China, although 100 visitors and negative reviews contained its size, the bed, the bathroom and tool. almost anywhere there is potential with a much smaller proportion had travelled from various countries both unfavourable and favourable the room rate. for successful business but visitors scattered throughout second- worldwide. Most visitors were from comments. This seems rather prefer destinations with good tier cities. However, intense small- to medium-sized enterprises, surprising, given that the overall The researchers emphasise the POINTS TO NOTE accessibility and an attractive leisure competition has developed as although the exhibitions in ratings of these reviews were particular importance of service- environment, according to Dr Karin destinations realise the potential Shanghai attracted more visitors at either extreme of positive or related factors for full-service • Online hotel reviews are important Weber of the SHTM and her co- benefits of becoming successful from large enterprises. negative. As many customers hotels, which are expected to sources of information for both researcher Dr Xin Jin. Their recently exhibition venues. To explore what commented on “neutral features” provide a remarkable level of hotels and their guests. published research study explores drives such success, the researchers that did not seem to affect their personalised high-end services the attractiveness of exhibition conducted two studies, one to Accessibility is Most overall rating of the hotel, it and facilities that are “essential not • Hotel guests’ expectations differ destinations from visitor and investigate visitors’ perceptions of seems to imply that hotels cannot only to pleasing customers but according to the class of hotel. organiser perspectives, providing exhibition destination attractiveness, Important for Visitors realistically expect to provide also to ruining their experiences”. practical guidelines that destinations and the second to explore the perfect services because customers In contrast, service did not rank • Different classes of hotel should and organisers can use to evaluate factors that are most important to The survey revealed that for have different perceptions of and highly as either a satisfier or a increase satisfaction and reduce and develop destination resources. exhibition organisers when selecting visitors, accessibility is the most expectations about what is most dissatisfier in limited-service hotels, dissatisfaction. suitable sites. important factor in deciding the important. which is understandable because attractiveness of an exhibition this class of hotel generally seeks • Hotels should monitor online Exhibitions Benefit destination. Accessibility includes to provide only basic facilities. reviews to assess their own Exhibition Visitors’ the city’s location and the ease Most Important Managers of limited-service hotels performance. Destinations of traveling to it, transport to should thus focus on the condition Preferences the venue within the city and Satisfiers and of the rooms, particularly their The researchers argue that an the ease of finding information Dissatisfiers cleanliness, and providing value for exhibition can benefit a host city or In their first study, the researchers about the city. Following in order money. Kim, Bona, Kim, Seongseop and region by providing an important conducted a survey of visitors of importance were the venue Heo, Cindy Y. (2016). “Analysis economic boost and enhancing its attending nine large-scale facilities, the destination’s leisure The researchers compared the Noting that the attitude of the staff of Satisfiers and Dissatisfiers in “image and reputation as a leading exhibitions at six exhibition centres environment – for instance, most important satisfiers and ranked highly as both a satisfier Online Hotel Reviews on Social business events destination”. in Shanghai, the leading exhibition whether it is safe, friendly, clean dissatisfiers, ranked according to and a dissatisfier for both classes of Media”. International Journal Given these substantial benefits, city in China, and Hangzhou, and has tourist attractions – its the number of times they were hotel, the researchers conclude that of Contemporary Hospitality it is unsurprising that potential Nanjing and Wuhan, the capitals economic environment and the mentioned. For full-service hotels, this is the “most significant factor” Management, 28(9), pp. 1915- exhibition destinations often receive of their respective provinces in the “cluster effect”, or whether the host the number one satisfier was for all hotels. Even in limited- 1936. government support and other Yangtze River Delta. Two of the city is a centre for manufacturers, location and the number one service hotels where guests may investments to develop purpose- exhibitions were the “largest of distributors and suppliers of the dissatisfier was the attitude of not have high service expectations, built exhibition infrastructure and their kind in China” with around exhibition products. This last factor the staff. The only hotel features a “courteous staff attitude” goes facilities. However, to be successful 1,000 exhibitors and a good is generally considered important that ranked in the top-10 for both a long way towards ensuring an exhibition must attract both proportion of international visitors, in deciding the attractiveness of satisfiers and dissatisfiers were the satisfaction. organisers and exhibitors, but whereas the others were national- an exhibition destination from the attitude of the staff and service, these two parties may not look for level exhibitions. The exhibitions exhibitor’s perspective but visitors confirming the researchers’ view the same features in a potential were mainly for industrial goods, considered it the least important that they do not represent a Free Communication destination. As exhibition organisers although three were for consumer factor in their decision making. continuum. Guests of these hotels are responsible for selecting a goods but targeted industry generally expressed satisfaction and Monitoring Tool destination that will attract as many distributors and buyers rather than Shanghai received the highest with the room size, the bed and visitors and exhibitors as possible, consumers. ratings for its economic other tangible aspects, whereas An important message for hotel the researchers note that it is environment, but the visitors were they expressed dissatisfaction management is that success important they understand “what The respondents completed a less impressed with the city’s with less tangible aspects such as comes not just from generating constitutes an attractive exhibition questionnaire on the attractiveness leisure environment. In particular, service, noise and the attitude of satisfaction but also from avoiding destination for both parties”. of the destination and their intention non-Chinese visitors rated all the management. dissatisfaction. As social media to revisit. Every fifth visitor leaving of the city’s features lower than have become such essential In 2015, for instance, China the exhibition halls was asked to Chinese visitors, possibly because parts of people’s lives, they offer hosted 9,200 exhibitions. Large complete the survey, resulting in they might be “more demanding and international exhibitions are 535 completed questionnaires. The in terms of destination conditions

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and accessibility”. The researchers availability of leisure facilities is also an industry leader is desirable, it is comment that the city’s low ratings important in attracting exhibition not essential. The researchers note may not be surprising given its visitors. One interviewer noted, for that exhibition organisers may be Russian Tourist Satisfaction Hinges on vast expansion, hectic image and instance, that Hong Kong “ticks better off considering a leading city, poor transportation facilities which all the boxes” as one of the few particularly for consumer goods create “logistic inconveniences” for places in the world with a good and services exhibitions that do not Hotel Features exhibition attendees. supply of accommodation, good need to be close to manufacturing communication, entertainment, bases. Chinese visitors rated the exhibition shopping and no sales tax. The majority of Russian tourists are Yet to benefit from this situation, the highest rating of 10/10, with venue facilities and accessibility of highly satisfied with Hong Kong’s destinations need to know what an overall average of 9.15. As this second-tier cities as “at least on par Potential to Expand upmarket hotels according to the they can do to ensure Russian was higher than the overall rating with Shanghai”, but non-Chinese Major City versus findings of a recent study by the visitor satisfaction. Hotels are an by all reviewers, the researchers visitors did not rate the destination SHTM’s Dr Denis Tolkach and Dr important aspect of a trip, argue suggest that Russian visitors may features of these cities highly. The Industrial Base With the trend of exhibitions Tony Tse. A consideration of more the researchers, whether for leisure have less experience of foreign researchers recommend that to moving away from traditional than a thousand online reviews or business, and they contribute to hotels and thus may have a “lack increase their competitiveness, The organisers were not particularly markets in the West, Asia is an written by Russian guests revealed visitors’ overall travel satisfaction of awareness of the standards of second-tier cities should focus concerned about venue factors attractive destination for organisers. a particular appreciation for Hong and return visits. Unfortunately, accommodation outside their own on marketing and promoting when deciding on a location, but the As the world’s largest emerging Kong’s spectacular views and visitors tend to be less satisfied with country”. These high ratings were themselves to potential international researchers suggest that this may market, China is leading the attentive and friendly hotel staff. Hong Kong hotels than many other also supported by the reviewers’ visitors, while endeavouring to be because modern convention development of Asia’s exhibition Although there are a few negative aspects of the destination such comments, as 96.8% contained improve the “service quality and and exhibition centres are widely industry and still has plenty of issues that hotels may wish to as transportation and attractions. explicitly positive statements and professionalism of operations”. available across China, even in potential for expansion, particularly focus on improving, the findings The researchers thus focused on less than a quarter made any second-tier cities. Accessibility, or at in second-tier cities. Although present an overall positive picture. Russian tourists’ perceptions of negative comments. least the perception of accessibility, these cities may have to make “upscale hotel attributes” in Hong Interviews with was considered much more extensive efforts to convince large- Kong. important. One interviewee pointed scale organisers to select them as Unknown Russian Good Location Critical Organisers out that international visitors would exhibition locations, particularly for not choose to go to Hangzhou international exhibitions, the study Tourist Market Online Reviews In the second study, the researchers because, although it is only a provides useful guidance on where The most common theme, interviewed eight owners or couple of hours from Shanghai, to direct those efforts. Despite its size and importance, mentioned by more than half of the managers of exhibition companies, visitors who are unfamiliar with the researchers note, little is known The researchers collected 1,336 reviewers, was the hotel location. two of which organised the two China would perceive the logistics about the Russian outbound tourist online reviews of four and five Guests were particularly impressed large international exhibitions of getting there as a “hassle”. POINTS TO NOTE market “beyond the numbers” star hotels in Hong Kong written when they found themselves in included in the visitor survey. The Overall, the organisers gave the provided by various industry by Russian-speaking guests. They a room with a view of Victoria interviews explored the factors that impression that China’s second- • China is an important and rapidly reports. Yet, with a population of then conducted a content analysis Harbour and the Hong Kong influenced the organisers’ exhibition tier cities are not good enough for developing exhibition destination. 144 million and the seventh largest of the reviews to establish what in skyline. Some guests also offered venue decisions, including venue, large-scale, international exhibitions economy in the world, Russia particular the respondents found advice to other travellers, such destination and other factors. The because of their inaccessibility and • Visitors prefer destinations with good has a potentially huge tourism positive and negative in their hotel as to request a room on a higher researchers note that the organisers lack of drawing power. accessibility and leisure facilities. market. In 2012, for instance, stay experiences. floor to ensure a good view. As the generally “take a rational and Russian tourists spent US$53.5 researchers note, such scenic views holistic approach” to evaluating the In contrast to the visitors, the • Exhibition organisers take visitors’ billion, which represents 4.6% of A majority of the reviews were are rare in Russia, where most advantages and disadvantages of a organisers considered the cluster needs into account more than the world’s tourism market and an written by Russian residents from people do not live near the coast. potential exhibition city, balancing effect to be important in their exhibitors’. increase of almost 25% on 2011. Moscow, but there were also a market demand against all of these decision making. Ideally, the host few from Kazakhstan, Ukraine The guests were also pleased to factors to varying degrees. city should be a manufacturing • China’s “second-tier” cities still lack The quality of life in Russia has and other countries. Not all of the find that their hotels were easily base of the industry, because drawing power. improved considerably over the reviewers indicated the purpose accessible by “different modes of For instance, the organisers were manufacturers are more likely past few years, with the researchers of their trip, but of those who did transport” and close to shopping more concerned about meeting to support an exhibition that explaining that while “holiday just over 40% were travelling for malls. Indeed, the reviewers advise visitors’ rather than exhibitors’ is logistically easier for them travel remains very expensive for leisure and 14% for business. Just hotels to make the best of all needs, because they thought that to attend. One interviewer Jin, Xin and Weber, Karin. (2016). the majority”, Russians make up under 30% of the reviewers were aspects of their locations. A hotel the latter would “go anywhere” commented that Hong Kong has “Exhibition Destination a large share of the global luxury travelling as couples, around 18% swimming pool, for instance, can if there is an opportunity for become a successful destination Attractiveness – Organisers’ travel market. Many overseas trips with their families, 16% solo and be quite a draw, especially as few business. As visitors are much for consumer goods exhibitions and Visitors’ Perspectives”. are for business or visiting family 7% with friends. Russians get to experience an open harder to attract, the researchers because it is an “international International Journal of and friends, rather than for leisure, air pool at home, so if possible it suggest that finding an accessible hub” for consumer goods trade, Contemporary Hospitality and Russians often “do not plan The guests were generally should have a scenic view. host city with a “good variety but is unsuitable for machinery Management, Vol. 28, No. 2, and book far in advance”. impressed with the quality of Hong of convenient, high-quality and manufacturing equipment pp. 2795-2819. Kong hotels – almost half gave accommodation” is essential. because it is not a manufacturing Similar to tourism destinations, the location. However, although being

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Breakfast is the Most hotels should make clear the form the researchers highlight a number Important Meal and timing of payment to avoid of problem areas that managers How Hotel Loyalty Programmes Can any confusion, and it can also be could easily remedy to ensure even The Russian guests also had helpful to ask guests about their greater satisfaction and the growth mainly positive things to say preferred payment arrangements in of the potentially huge Russian Boost Brand Relationship Quality about the food and drinks served advance. Some of the issues with tourism market. in Hong Kong’s upscale hotels. A money were related to fluctuation quarter of the reviewers specifically in exchange rates, which can result Well-designed hotel loyalty BRQ is considered to be richer stayed at least 60 nights in two or mentioned breakfast, with one in considerable differences in the POINTS TO NOTE programmes can increase because it is a better indicator of more hotels. describing it as “great”, with a amount paid. However, other members’ satisfaction and improve the customer’s relationship with “huge variety” of dishes and types problems were caused by guests • Russia presents a potentially large the quality of their relationships the brand over time and can lead An online questionnaire asked how of cuisine that made it “impossible being charged twice, hotels failing outbound tourist market. with the associated brands, to higher purchase intention, satisfied the members felt with the to stay hungry”. The researchers to return deposits and credit cards • Online hotel reviews are a according to Dr Ada Lo of the increased business and income programme’s hotel-related and explain that while many tourists being charged without notifying convenient resource with which to SHTM and her co-authors. In for the hotel, and better customer non-hotel related benefits. It also who are interested in learning guests. understand tourists’ preferences. a recently published article the retention. measured the three dimensions about the local culture will choose researchers highlight the loyalty of BRQ and three relationship to eat lunch and dinner outside the The availability of WiFi tends to • Russian tourists generally stay in 4-5 programme features that are Given the lack of a clear outcomes: word of mouth, share hotel, breakfast is usually taken at be taken for granted these days, star Hong Kong hotels and rate them most effective for building brand definition of BRQ, the researchers of purchase and willingness to the hotel and can “set the mood for so it is perhaps not surprising that very positively. relationship quality (BRQ), and suggest that it comprises three serve as a marketing resource. the day”, so hotels are doing well guests found it “irritating when how BRQ contributes to outcomes dimensions: trust, satisfaction to satisfy guests. they had to pay extra” for such • Hotels should emphasise their such as members’ word of mouth and commitment. Trust indicates Of the 920 respondents, more amenities. However, many of the location and ensure helpful and recommendations and purchase a person’s confidence in and than 80% were men, and around When it comes to room amenities, guests also appreciated the “friendly friendly staff. intention. willingness to rely on and maintain 60% were aged between 36 the researchers reveal that and attentive attitude” of the hotel a relationship with an exchange and 55. Their levels of education the “bed appears to be more staff. The researchers explain that partner. Satisfaction refers to how were generally high, with important than the bathroom” sincerity is particularly valued as an Customer Relationship well customers evaluate a good or correspondingly high income levels for Russian guests. Room quality important part of Russian culture, Tolkach, Denis and Tse, Tony service over time relative to their – almost 30% earned at least overall attracted almost as many and knowledge of such cultural S.M. (2016). “Reflections on Management expectations. Commitment refers US$14,000 a month. Around a positive as negative comments, nuances can be very helpful in the the Asian Hotel Attributes: The to the customer’s willingness to third of the members were from indicating that although it is a hotel sector. Aspects of bad service Russian Gaze”. Journal of China The researchers explain that develop a relationship with the the Greater China region and more “highly important” aspect of guest mentioned in the reviews included Tourism Research, Vol. 12, many hotel chains offer loyalty brand over time and is vital for than a quarter were European. satisfaction it can be “challenging to “apathy, apparent unwillingness No.3-4, pp. 331-354. programmes as a means to “reward building and maintaining a positive Although more than half had been meet guest expectations”. Features to help” and a “very formal or frequent customers, generate relationship with the company. members for less than two years, that attracted positive comments distanced attitude”. information about customers, almost a quarter had held their included modern fittings, large manipulate customers’ behaviour” membership for six or more years. rooms, comfortable beds and Interestingly, few of the reviews and compete with other hotels. Active Programme positive details such as flowers in mentioned the hotel brand as Although these programmes are the room. The guests surveyed being important, and when it was expected to build business in Members Building Relationship were less impressed if they it tended to be so in a negative various ways, in reality customers’ perceived something was missing, context. Maybe, as the researchers behaviour does not actually change In an effort to investigate the Quality such as hair conditioner or a toilet suggest, guests have much higher much once they become members. antecedents and consequences of brush, and several mentioned the expectations of international brands Nevertheless, many hotels continue BRQ among loyalty programme The researchers found that BRQ dampness of their rooms. that are difficult for them to fulfil, to offer loyalty programmes as members, the researchers does indeed consist of trust, or perhaps brands just “lack the customer relationship management surveyed the active members of satisfaction and commitment. On power they used to have”. strategies. a programme offered by “one of this basis, they examined which Other Facilities and Asia-Pacific’s leading luxury hotel aspects of the loyalty programme Despite the large amounts of groups”. They targeted roughly were most effective in building Services Good News for attention paid to the quality of equal numbers of participants BRQ. Membership communication relationships between employees from each of the programme’s was found to have the strongest A lack of clarity about payment Upmarket Hotels and customers, those between three membership levels: basic- effect, confirming the importance when booking through online customers and hotel brands are tier members, who had stayed at of “communication with customers travel agents seemed to “contribute Managers of four and five star little understood. This seems one of the group’s hotels between in enhancing trust and other to confusion and dissatisfaction” hotels in Hong Kong will be pleased surprising, argue the researchers, 1 and 19 times within a calendar relationship quality dimensions”. amongst the Russian guests, to read that they are providing a given that BRQ reflects a year; mid-tier members, who had The researchers suggest that hotels even though such problems are highly satisfactory service for their customer’s “strong emotional and stayed between 20 and 59 nights should make use of this finding by not usually the fault of the hotel. Russian guests. Of course, there is motivational tie with a brand”. in at least 2 of the group’s hotels; developing targeted and relevant Still, the researchers argue that always room for improvement and Although similar to brand loyalty, and top-tier members, who had communications exclusively for

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members with different tiers of the hotel brand to others and Avoiding Adverse membership. They also propose would stay in the group’s hotels Right Audience Critical for Destination that hotels make better use of more often. However, BRQ may Effects social media, along with emails not always have positive effects. and text messaging, to facilitate Well-designed programmes can Marketing Mini-moves direct interactions and better Against their expectations, the enhance member perceptions of engage customers with the brand. researchers found that those with the brands involved and the loyalty stronger BRQ were somewhat programmes themselves, but the Destination marketers interested portrayed in the movie. Unlike a of persuasion on the other have Customer relationship less willing to serve as marketing researchers also emphasise that in how to produce effective full-length movie, however, mini- considerable influences on the management activities, particularly resources for the brand as they poorly designed programmes can mini-movies to market travel movies are usually only around impact of destination marketing those related to employee were reluctant to allow their produce adverse effects. Hotels destinations need to ensure that 3-10 minutes long and have much mini-movies, the researchers asked customer orientation, are also personal information to be used. that already offer or are considering they target the right audience, lower production costs. This, the a group of 156 students to watch important for hotels seeking to Word of mouth recommendations, introducing loyalty programmes show the SHTM’s Tianyi Gong researchers note, make them a mini-movie entitled “Whatever build BRQ, argue the researchers. however, were another matter should thus pay careful attention to and Dr Vincent Tung in a recently very appealing to “emerging and you need is now in Peru”. Created Given the critical role of hotel because they were spontaneous. the features they contain. published research paper. Mini- growing destinations” that do not by the Peru Tourism Board, the employees in building trust with The researchers suggest that movies are an increasingly popular have the resources to produce big- mini-movie features a hard- customers, hotels need to ensure hotels could make use of this by and effective form of advertising, budget films. working businessman watching a that staff members are willing to “encouraging their customers to POINTS TO NOTE the researchers observe, but video he made 20 years ago when prioritise customers and “tailor be advocates for their brands via many current efforts are missing he was a young adult travelling their different needs and wants social media”. • Brand relationship quality comprises the mark. Indeed, in some Motivation and through Peru. This seemed a during face to face encounters”. As trust, satisfaction and commitment. circumstances mini-movies may particularly apt movie because it customer orientation is important in actually have the opposite of the Reactance features landscapes, historical and Asian countries, which emphasise Customers Prefer • Customer orientation, membership intended effect on the destination’s archaeological sites, activities and the “long-term development of communication and hotel-stay- image. The researchers also speculated facilities that are useful for tourists’ relational bonding and trust”, the Immediate Rewards related benefits enhance that quality. that the influence of mini-movies evaluation of destination images. researchers were not surprised to on evaluations of destinations Furthermore, the destination and find that the Asian members of the It is important for hotels to know • Members with strong brand Mini-Movies as might depend on viewers’ travel marketing nature of the movie are loyalty programme preferred to what types of rewards they relationship quality are more likely to motivation, or the extent to not revealed until the end. build relationships with employees should offer through their loyalty recommend hotels. Advertising which they are aware of, and who put customers first before programmes. The researchers act on, their needs. In addition, Of the 156 viewers, most were engaging in a business transaction. found that members generally • Brand relationship quality may Mini-movies have recently become the effectiveness of any form of aged between 21 and 25, as prefer immediate rewards, reduce members’ willingness to be a popular way for marketers to advertising can be reduced by young people of this age group Trust can also be gained when which include features such as used as marketing resources. promote destination brands. The “reactance” – that is, individuals were considered an appropriate employees deliver the service priority check-in, room upgrades researchers explain that a mini- may resist persuasion if they feel target audience. They were as promised by the brand. The and discounts, that guests can movie is a trailer-length video that that advertising is attempting to randomly assigned to one of four researchers note that hotels could immediately redeem during their Lo, Ada S., Hyunjung Im, Holly, “blurs the line between advertising control their behaviour or eliminate groups. The researchers asked make use of internal programmes stay. Chen, Yong and Qu, Hailin. and entertainment” by integrating their freedom of choice. half of them to write about their to ensure employees understand (2017). “Building Brand the product message into the plot “most enjoyable and memorable the brand’s promise to customers, Loyalty programme managers Relationship Quality among to better engage the audience. However, the researchers also tourism experience” to prime their and they need to hire staff with could benefit from this by placing Hotel Loyalty Program They differ from promotional hypothesised that mini-movies motivation to travel, while the other the “right attitude” and train them more emphasis on immediate Members”. International Journal videos in that they generally could “reduce consumers’ half were asked to write about well. Well orchestrated internal rewards and offering more of Contemporary Hospitality emphasise “cinematic esthetics resistance to embedded brand their morning routine. After being communications could also be distinguishable benefits that Management, Vol. 29, No. 1, and film attributes” and present promotions” because they tend assigned to a group, half of each used to effectively disseminate the differentiate the brand from pp. 458-488. storylines focusing on the “place, to be viewed voluntarily, usually group received information about brand’s message to employees competitors. The researchers protagonist, and plot” rather than through online advertising channels the advertising nature of the video, around the world. note that managers could use on the landscape and scenery of a or video-sharing websites such as describing it as “a perfect platform importance-performance analysis destination. YouTube. Moreover, the “narrative to . . . convince the audience to to identify the benefits that storytelling” format means mini- come and visit Peru”. The other Word of Mouth members value most, and may The idea is that as viewers become movies are less likely to be half did not receive this disclosure, need to take into account the absorbed in the story, they are regarded as attempts to persuade. and were merely asked to watch Promotion differences in preferences between “transported into a fantasy world” the video. baby boomers and millennials, that enhances their emotional Loyalty programme members with as the latter are becoming more response but reduces their critical Viewing Peru After the movie, the viewers stronger BRQ indicated that they important in the hotel business. thought. Similar to film tourism, answered questions designed to would be willing to recommend moviegoers are motivated to travel evaluate what Peru has to offer as to a destination by viewing the To determine whether motivation a tourism destination in terms of characters, actors, plot and setting on the one hand and recognition safety and comfort, interest and

X XI Research Horizons | Volume 11 Issue 2 | September 2017 Research Horizons | Volume 11 Issue 2 | September 2017

X XI Research Horizons | Volume 11 Issue 2 | September 2017 SHTM News

adventure, nature and culture, For instance, rather than sharing better understanding of how mini- climate, cost and language barrier. the advertising nature of a mini- movies can influence potential As none had travelled to Peru movie at the outset, leaving the travellers. previously, their judgements were disclosure until the end may be not affected by their personal a more effective when targeting experience of the country. viewers who are already motivated POINTS TO NOTE to travel. The researchers explain that motivation “may drive • Mini-movies are a novel and In Brief . . . Travel Motivation individuals to search for signs” effective online marketing strategy. in communication materials that Matters “contain the promise of fulfilling • Marketers can promote positive their needs”. However, advertising images of their destinations through Dean Chon Honoured The results confirmed the is generally perceived as less travel mini-movies. Professor Kaye Chon, SHTM Dean, Chair Professor and Water Kwok Foundation researchers’ expectation that credible than “real” movies, so Professor in International Hospitality Management, has been honoured with the 2017 motivation influences how people disclosing the nature of a mini- • Travel motivation influences viewers’ I-CHRIE McCool Breakthrough Award for his role in the annual Graduate Education are persuaded. When the viewers movie at the outset reduces evaluations of the destination. and Graduate Student Research Conference in Hospitality and Tourism. Dean Chon is were primed to think about travel its credibility and could cause the Founding Chairman of the conference series, which the International Council on by writing about a travel experience reactance, ensuring that the movie • Disclosing the movie as an Hotel, Restaurant, and Institutional Education (I-CHRIE) deemed to be an innovative of their own, they evaluated the has the opposite of the intended advertisement can have either a approach to graduate education. destination image of Peru more effect. positive or a negative effect. positively than those who had The Award honours the spirit of Willie McCool, an astronaut who passed away in the not been primed. However, this The researchers also suggest space shuttle Columbia disaster. Dean Chon received the award from Willie’s parents positive effect only applied to those that marketers should consider Barry and Audrey McCool, both of whom are hospitality educators, at the Annual who were unaware that the mini- using social media platforms to Gong, Tianyi and Sun Tung Wing, I-CHRIE Summer Conference and Marketplace in Baltimore, Maryland, USA in late movie was an advertisement before attract potential tourists based on Vincent. (2017). “The Impact July. This is the second time that the SHTM has attracted the interest of the McCool watching it. Priming participants to their “recent browsing history”. of Tourism Mini-Movies Breakthrough Award judging panel, with the School taking out the coveted prize in think about travel and then telling Someone who has spent a lot on Destination Image: The 2012 for its unique educational model with Hotel ICON at the centre. them that they were going to watch of time searching for travel- influence of Travel Motivation an advertisement made them related information is likely to be and Advertising Disclosure”. evaluate the destination negatively. a “motivated potential traveller” Journal of Travel & Tourism who will react positively to a travel- Marketing, Vol. 34, No. 3, pp. In contrast, the disclosure of the related mini-movie if they do not 4160-428. advertising content made little realise it is an advertisement. School Business Excellence difference to the evaluations of those who were not primed to Alternatively, marketers hoping Recognised think about travel, and if anything to “capture the attention of non- Dean Chon, Professor Brian King, Dr Barry Mak, Dr it seemed to result in slightly more motivated viewers” may be better Karin Weber and Dr Tony Tse received the Grand positive views. Therefore, the most off disclosing the advertising nature Award in the Business Excellence category of PolyU’s positive evaluations were made of the mini-movie at the outset Distinguished Knowledge Transfer Awards on 5 June by those who had been primed to generate awareness of the for the development of new academic programmes to think about travel but were destination. in travel and tourism management for King Abdulaziz unaware that they were watching University in Saudi Arabia. Held once every five years, an advertisement. The researchers the awards pay tribute to PolyU staff for their knowledge transfer achievements, particularly those that suggest that a possible explanation The Right Start exemplify the diversity, quality and innovativeness of works and technologies transferred to businesses and for this is that when viewers other organisations. were not primed to think about travel, they perceived “less loss of Mini-movies are a novel and freedom” from the advertisement’s interesting form of marketing attempt to persuade. ideally suited to today’s social- media-led world. Yet their relative novelty means that marketers may Long Service Recognised Practical Implications not have all of the information they need to use them in developing Six SHTM faculty and staff members, including Professor Cathy positive destination images. Still, Hsu, Dr Wilco Chan, Dr Nelson Tsang, Dr Karin Weber, Ms From a practical viewpoint, the the results of this study will go a Almen Yau and Ms Noriko Leung received Long Service Awards study should provide food for long way towards rectifying that on 24 March in appreciation of their loyal and dedicated service to thought to destination marketers. situation, paving the way for a PolyU over the years. Professor Hsu and Dr Weber have been with the SHTM for 15 years, and Dr Tsang, Ms Yau and Ms Leung joined 20 years ago.

XII 17 Research Horizons | Volume 11 Issue 2 | September 2017 SHTM News

XII 17 SHTM News SHTM News

School Supporter Recognised

Dr Ho Kwon Ping, founder and Executive Chairman of Banyan Tree Holdings, and Chairman of the SHTM’s Advisory Committee received the APacCHRIE Lifetime Staff Updates Achievement Award from the Asia-Pacific Council on Hotel, Restaurant, and Institutional Education at a ceremony held at Sofitel Nusa Dua in Bali on 2 June 2017. The Award recognises Dr Ho’s outstanding contributions to the hospitality industry and his support for many hospitality and tourism educational institutions, among which the Dr Zoe Xiao joined the SHTM on 1 Dr Lisa Gao from Pennsylvania State School has long found itself. February 2017 as a Tutor in the MOOC University joined the SHTM on 1 Project. August 2017 as an Assistant Professor.

Miss Winnie To joined the School as an Assistant Officer on 1 February Dr Linda Woo from the University 2017. Miss To assists with organising of Massachusetts at Amherst joined Technology in the Spotlight SHTM events and provides the School on 1 August 2017 as an administrative support for teaching Assistant Professor. Mr Simon Akeroyd, Vice President of Corporate Strategy and Business and learning matters. Development for Amadeus Asia Pacific, visited the School on 5 April to Dr Ivy Chow, having completed deliver a very thoughtful lecture on the impact of technology on travel. Mr Noah Tsang was promoted to her Visiting Assistant Professorship, A leading provider of advanced technology solutions for the global Administrative Assistant with effect has been appointed as an Adjunct travel sector, Amadeus caters to the needs of travel providers, sellers and from 1 February 2017. Assistant Professor with effect from 1 corporate buyers. August 2017.

Ms Forest Ma, having completed Dr Soo May Cheng joined the SHTM her Visiting Lectureship, has been on 2 February 2017 as a Tutor in the appointed as an Instructor with effect MOOC Project. HNA Scholarship to Boost from 1 August 2017. Internship Opportunities Ms Eva Fung joined the School on 2 March 2017 as an Assistant Officer The SHTM recently received a RMB300,000 donation from the HNA Ms Bonnie Lung joined the School on (Marketing). She is responsible for Hospitality Group for the establishment of the HNA Hospitality Group/ 1 August 2017 as an Executive Chef. . Recipients of implementing the SHTM’s marketing Tangla Hotels & Resorts Students Internship Scholarship programmes. the scholarship will undertake internships at the Group’s numerous hotels over the next three years. The donation came after the two parties signed a memorandum of understanding on talent training for HNA. Mr Ka Chi Tsoi joined the School on Dr Sunggyun Mun from Purdue 3 April 2017 as an Assistant Technical University joined the School on 14 Officer. August 2017 as an Assistant Professor.

Mr Tomas Bubla joined the School on Ms Alland Liu joined the School on 14 Excellence Recognised 8 May 2017 as a Tutor for the MOOC August 2017 as a Tutor in the MOOC Project. Project. Dr Sam Kim received an Award for Highly Commended Paper in the 2017 Emerald Literati Awards for Excellence for his co-authored paper entitled “Analysis of Satisfiers and Ms Janey Tam joined the School on Dissatisfiers in Online Hotel Reviews on Social Media”. Dr Eric Chan was promoted to 14 August 2017 as an Assistant Officer. Associate Professor with effect from 1 She provides administrative support July 2017. to the Che-woo Lui Hotel and Tourism Resources Centre.

School Supporter Recognised

Dr Daniel Leung from Modul Dr Alice Hon was promoted to University joined the School on 1 Associate Professor with effect from 1 September 2017 as an Assistant Research Student Takes Award July 2017. Professor. Dr Leung is an SHTM BSc and Master’s degree graduate. Mr Raymond Adongo, a research student in the Doctor of Philosophy in Hotel and Tourism Management programme, received the Young Scientist Award based on his paper “Stakeholder Relationships in Local Festivals” at the 7th Dr Sangwon Park from the University on Tourism in Chiang Mai, Thailand on 28 June – 1 of Surrey joined the SHTM on 1 International Conference August 2017 as an Associate Professor. July 2017. 18 19 Staff Activities Student Activities Collaborative Tracking All the Experience Professor McKercher and Dr in the World Wang began their involvement in the study by giving suggestions about the design and discussing data analysis strategies. Since Whether expanding career given the wine industry’s nascent Global then, Professor McKercher has possibilities in ground-breaking state in the region, is that some been working on two papers graduate programmes, gaining students have little experience with the research team. The experience on the world in the area, but that just seems Relevance, findings currently indicate very stage while undergraduates or to make them more enthusiastic large differences in “how different connecting with industry, SHTM when they start to learn. market segments consume a students are quick to see the Asian destination” and that points of benefits from their time at the One of the important ways arrival and departure determine School, and to capitalise on them. that such learning has happened very different travel itineraries. In recent months they have soaked recently has been a Residential Flavour up the graduate experiences on Study Tour to the Napa Valley and On the home front, Dr Wang offer in the Hong Kong and on field Sonoma winegrowing regions in In February and March, students explained that she and Professor trips abroad, proudly represented the United States. Coming after an in the School’s tripartite MSc in McKercher were taking another the School at the undergraduate- intensive course in viticulture and Global Hospitality Business, offered innovative approach to tracking oriented Young Hoteliers Summit oenology from January through in conjunction with the Lausanne tourists, conducting a study using in Switzerland and established the to March, the tour saw students in Hotel School in Switzerland and a GPS system combined with SHTM Event Society. San Francisco’s hinterland during the Conrad N. Hilton College at wearable cameras to track visitors July for a visit that took in leading the University of Houston in the on day tours. She explained vineyards, the Robert Mondavi United States, kicked off their that the idea was to learn “how Institute of Wine at the University Hong Kong semester with an in- SHTM academics pride was launched in January last year they make decisions and how of California and a group project. depth hotel valuation boot camp. themselves on their many and is seeking to track the precise they change their plans over the More Mastery collaborations with colleagues movements of visitors to the island day”. Whether in Hong Kong or from around the world, and are via smart phones that record real- overseas, SHTM academics are often sought out as experts in time movements via a purpose- constantly expanding what we The School’s graduate their fields to add their special built app. The first of its type in know about tourist behaviour and programmes are important turning touch to ground-breaking the world, the study is generating what we still need to find out. H points in many careers, launching research projects. Such was the data that has implications not only students in new directions case recently when the School’s for statewide tourism but also for and developing their already Professor Bob McKercher and Dr individual destinations. impressive skills. Take students in Dan Wang were invited to share the School’s MSc in International their expertise in tourist movement As Dr Hardy explained, surveys Wine Management, the only in a comprehensive tracking study are not always accurate in programme of its kind in Asia. A conducted in Tasmania, Australia’s recording where tourists go, so key feature of the programme, island state. the study has used GPS data to track tourists to within 10 metres Entitled “Tourism Tracer” and of accuracy. Five hundred people led by Professor Richard Eccleston were tracked last year and a further and Dr Anne Hardy of the 1,000 will be tracked in 2017. University of Tasmania, the study

Students in the MSc in International Wine Management programme on their study trip to the USA 20 21 Staff Activities Student Activities Collaborative Tracking All the Experience Professor McKercher and Dr in the World Wang began their involvement in the study by giving suggestions about the design and discussing data analysis strategies. Since Whether expanding career given the wine industry’s nascent Global then, Professor McKercher has possibilities in ground-breaking state in the region, is that some been working on two papers graduate programmes, gaining students have little experience with the research team. The experience on the world in the area, but that just seems Relevance, findings currently indicate very stage while undergraduates or to make them more enthusiastic large differences in “how different connecting with industry, SHTM when they start to learn. market segments consume a students are quick to see the Asian destination” and that points of benefits from their time at the One of the important ways arrival and departure determine School, and to capitalise on them. that such learning has happened very different travel itineraries. In recent months they have soaked recently has been a Residential Flavour up the graduate experiences on Study Tour to the Napa Valley and On the home front, Dr Wang offer in the Hong Kong and on field Sonoma winegrowing regions in In February and March, students explained that she and Professor trips abroad, proudly represented the United States. Coming after an in the School’s tripartite MSc in McKercher were taking another the School at the undergraduate- intensive course in viticulture and Global Hospitality Business, offered innovative approach to tracking oriented Young Hoteliers Summit oenology from January through in conjunction with the Lausanne tourists, conducting a study using in Switzerland and established the to March, the tour saw students in Hotel School in Switzerland and a GPS system combined with SHTM Event Society. San Francisco’s hinterland during the Conrad N. Hilton College at wearable cameras to track visitors July for a visit that took in leading the University of Houston in the on day tours. She explained vineyards, the Robert Mondavi United States, kicked off their that the idea was to learn “how Institute of Wine at the University Hong Kong semester with an in- SHTM academics pride was launched in January last year they make decisions and how of California and a group project. depth hotel valuation boot camp. themselves on their many and is seeking to track the precise they change their plans over the More Mastery collaborations with colleagues movements of visitors to the island day”. Whether in Hong Kong or from around the world, and are via smart phones that record real- overseas, SHTM academics are often sought out as experts in time movements via a purpose- constantly expanding what we The School’s graduate their fields to add their special built app. The first of its type in know about tourist behaviour and programmes are important turning touch to ground-breaking the world, the study is generating what we still need to find out. H points in many careers, launching research projects. Such was the data that has implications not only students in new directions case recently when the School’s for statewide tourism but also for and developing their already Professor Bob McKercher and Dr individual destinations. impressive skills. Take students in Dan Wang were invited to share the School’s MSc in International their expertise in tourist movement As Dr Hardy explained, surveys Wine Management, the only in a comprehensive tracking study are not always accurate in programme of its kind in Asia. A conducted in Tasmania, Australia’s recording where tourists go, so key feature of the programme, island state. the study has used GPS data to track tourists to within 10 metres Entitled “Tourism Tracer” and of accuracy. Five hundred people led by Professor Richard Eccleston were tracked last year and a further and Dr Anne Hardy of the 1,000 will be tracked in 2017. University of Tasmania, the study

Students in the MSc in International Wine Management programme on their study trip to the USA 20 21 Student Activities SHTMSA Inauguration Ceremony

Delivered on 23-24 February Chance of a The two young men both by Mr Daniel Voelllm, Managing pointed out that the Summit Partner of HVS Asia Pacific – part was an invaluable experience. of the largest hotel valuation Lifetime Pierandrea, in particular, took a company in the world – the boot broad perspective, commenting camp led the students through that final year students should owners’ and managers’ roles in Earlier in the year, Mr Pierandrea definitely “compete to participate management contract negotiations Falchi and Mr David Xu, final year in this remarkable life-changing and the valuation techniques students in the SHTM’s Bachelor of event”. needed to identify hotel real estate Hotel Management programme, value. represented the School at the Young Hoteliers Summit in Lausanne, Switzerland on 13-15 March. Organised by the Lausanne Hotel School annually, the Summit attracts students, academics and professionals from around the world, engaging participants through keynote speeches, workshops and the YHS Challenge.

Pierandrea explained that in a workshop hosted by Expedia, the globally renowned travel website, he and his team won the challenge by proposing revenue management strategies A Gracious Start that “hotels with issues such as Event Society low occupancy and generally Bravery and tenacity were the University of San Ignacio was “an education in itself”. Ms Jennifer Klar, student in the MSc in low performance” could use in the themes of the inauguration de Loyola, Dr Jennifer Cronin, The SHTMSA, he said, “is a Global Hospitality Business programme collaborating with Expedia. David Established ceremony held for the 13th President of Marco Polo Hotels perfect organisation for you, our said that the Summit gave him SHTM Students’ Association and Chair of the SHTM Industry students, to learn and practise a golden opportunity to get to (SHTMSA) executive on 2 May. Advisory Committee, and Mr many skills crucial for a successful On 11 March the students set “know various industries and get Our students’ willingness to Leading his team of office Victor Chan, Immediate Past career”. He went on to note that off for Beijing on the first leg of a clearer picture of who I want to take the initiative was also on bearers, taking the name Chairman of the Hong Kong the Association is a “significant their mainland China trip that saw become in the future”. show recently when a group “Gracious” as an indication of Hotels Association and General platform to exchange views and them soaking up knowledge in the interested in careers in the event the sincerity and courtesy they Manager of Kowloon Hotel, who ideas, practise skills in leadership, capital, Hangzhou and Shanghai sector established the SHTM would extend to members, newly is also a distinguished SHTM communication and organisation while engaging with leading Event Society. With the aim of elected President Mr Martin alum. in the various activities” held industry players. Visits, seminars connecting student members to Li explained that “bravery will every year. and lectures in the three dynamic sector leaders, the society held enable us to take on challenges Addressing the new executive, cities took in Tangala Hotels, Wanda its first meeting on 12 May. SHTM fearlessly, and tenacity will help Professor Kaye Chon, SHTM Recent events have included Reign on the Bund and Alibaba. alumnus Ronald Lam, cofounder of us to overcome different kinds of Dean, Chair Professor and Walter the Orientation Day and Ms Jennifer Klar, a Swiss student in Royal Feast – a private kitchen and obstacles”. Kwok Foundation Professor Orientation Camp in August, the programme, stressed that the event centre – treated members in International Hospitality and the SHTMSA Orientation trip, along with another to Macau, to a very-well received sharing Ms Tiffany Chang, External Management, commented that Night earlier this month. The “allowed us to experience why session. Vice President, added that “the transition of power to a Association will hold its annual Asian service quality is perceived the team would “confront any new session is not only a time for table manners class in October, amongst the highest worldwide and Regardless of the programmes challenges along our path” and celebration, but also a time for and November will see the also enabled us to make valuable they are in or the fields that “ultimately, link all our members reflection. You are a part of the SHTMSA Sports Competition contacts for our future hospitality interest them, SHTM students are together and lead them to a great tradition that started here along with the launch of an careers”. always quick to grasp chances and prosperous future”. and you are very well positioned Association jacket and the keen to encourage their peers to to lead our School and, indeed, first issue of a newsletter. Mr Pierandrea Falchi (left) and Mr David Xu do so as well. H Guests of Honour at the the industry, into the future”. The School looks forward to at the Young Hoteliers Summit event were Mr Raul Canseco, witnessing the results of such former Vice President of Peru Dean Chon emphasised that careful planning. H and Chairman (Founder) of involvement in the Association

22 23 Student Activities SHTMSA Inauguration Ceremony

22 23 Academic Achievement Awards SHTM Mentorship Programme 2017 Student Efforts Recognised Students Meet Mentors Hotel ICON’s Silverbox Ballroom was the scene on 25 February for the launch of the SHTM Mentorship Programme 2017. Followed by a hotel and School tour, the event welcomed 50 of the 103 mentors this year and attracted 90 student mentees. In his welcoming remarks, Professor Kaye Chon, SHTM Dean, Chair Professor and Walter Kwok Foundation Professor in International Hospitality Management, emphasised the programme’s multiple benefits and thanked every mentor for making it a success. This year’s mentors and 112 mentees, including 17 Master of Science (MSc) students, will maintain regular contact throughout the year to achieve the learning objectives they have agreed upon. Since 2002 the SHTM Mentorship Programme has allowed students to receive advice and guidance from external mentors. Experienced alumni, professionals and experienced personnel in hotels, travel agents, tourism establishments and catering organisations, among others, have been recruited to serve as mentors. First, second and third year undergraduate degree students, first year Higher Diploma students and full-time MSc students are eligible to join the programme. For details, please contact Dr Eric Chan, Associate Professor and the programme’s organiser. The School thanks the following mentors for their invaluable participation in the programme. H At a presentation ceremony on 21 March, academic staff, research postgraduates and students in the School’s innovative D.HTM programme gathered to applaud outstanding SHTM undergraduates for their efforts. Receiving Academic Achievement Awards for high grade-point averages in Semester 1 of 2016/17 were 63 students from five programmes, some of whom were accompanied by very proud parents. Also introduced on the day was the SHTM’s latest batch of Student Ambassadors, while the last batch was presented with well-earned certificates of recognition. The School extends its thanks to the Student Ambassadors and congratulations to the following Academic Achievement Award recipients. H

HIGHER DIPLOMA IN HOTEL MANAGEMENT SUEN Yin Yu Helen LEE Yan Wah KAY Tin Wai WONG Yik Hang Angus MA Yuci LAU Tsz Ching YANG Rongcan MAK Ngar Wing LI Choi Yi YU Sin Mei NG Mung Sze YUEN Wing See NI Xinyue BROAD DISCIPLINE OF HOTEL AND TOURISM SENEVIRATHNE MANAGEMENT BACHELOR OF SCIENCE (HONOURS) Heeleliyana Arachchige Pavithra LEE Gyuhee IN HOTEL MANAGEMENT SHEN Roujun BRAUN Kristina Barbara Maria SHI Xinchen AGONOY Lily CHAN Patrick CHENG Simon CHOW Vida Managing Director Director of Human Resources Director of Sales and Marketing Director of Talent Management Asia Pacific BACHELOR OF SCIENCE (HONOURS) CHAN Ching SZE Man Chi BCD Travel (Jebsen Travel Hong Kong Ocean Park Marriott Hotel City Garden Hotel Hyatt Hotels and Resorts Management Ltd) IN CONVENTION AND EVENT CHAN Tsz On TAM Sin Yi CHAN Samuel CHENG Cindy CHEUNG Leo CHAN Wai Ying TSE Mei Sze AU Janice Senior Vice President – HR Corp. Director of Human Resources Director of Human Resources MANAGEMENT Director of Human Resources Genting Hong Kong Development Hong Kong SkyCity Marriott Hotel CHENG Nok Yan CHEN Yu TSE Yu Kwan Regal HongKong Hotel Rosewood Hotel Group CHAN Simon CHEUNG Rico CHIU Shing Hin CHENG Chi Hang WANG Zhikun AU Michael Director of Food and Beverage CHEUNG Nancy Senior Director of Housekeeping Executive Director The Hong Kong Country Club Director, Sales Four Seasons Hotel Hong Kong LEE Yuen Yan CHI Lok Sang WANG Zijie Realty Travel Service Ltd The Leading Hotels of the World Ltd TANG Chin Ho CHONG Ka Man WANG Ziyi CHAN Trasimene CHU Gary BANERJEE Somik Human Capital Manager CHIU Cici Front Office Manager TANG Pui Sze DU Chenlin WANTONO Amanda Putri Director of Food and Beverage Hotel ICON Manager, Bishop Lei International House The Mira Hong Kong Food and Beverage Operations GAMBHIR Tanika Rai WONG Cheuk Ling CHANG Colin Hong Kong Disneyland CHU Regina JI Youmi WONG Cheuk Wai CHAN Bill Senior Manager Director of Learning and Development BACHELOR OF SCIENCE (HONOURS) Executive Director and Group Compensation and Benefits CHIU Clarence InterContinental Hong Kong IN TOURISM MANAGEMENT JIANG Jiang WONG Chin Fai General Manager Hong Kong Disneyland Director and CFO Butterfly Hotel Group Plaza Premium Lounge Management Limited CHUC Kevin CHAN Hoi Ching KONG Hoi Ting Sabrina YANG Keqian CHANG Shirley General Manager CHAN Cyrina Sales and Marketing Manager CHIU Evan The Royal Pacific Hotel and Towers, KAN Yuen Ting KONG Siu Ling YAO Siyu Director of Events Hong Kong Jockey Club – Happy Valley General Manager China Hong Kong City KIM Haerin KUM Chun Fung ZHANG Haoran Marco Polo HK Hotel Clubhouse Kew Green Hotel Wanchai Hong Kong CHUNG Joanna LEE Tsz Yan Wendy KWOK King Hang ZHENG Rihua CHAN John CHENG Paul CHIU Peter Director of Sales Executive Assistant Manager General Manager – Market Connectivity Vice President – Project Hong Kong Gold Coast Hotel LI Yongxing Rachel LAM Chun On Kowloon Harbourfront Hotel Airport Authority Regal Hotels International LIU Zizhen LAM Li Yee General Manager Regal Riverside Hotel NG Man Yu LEE Sin Man

24 25 Academic Achievement Awards SHTM Mentorship Programme 2017 Student Efforts Recognised Students Meet Mentors Hotel ICON’s Silverbox Ballroom was the scene on 25 February for the launch of the SHTM Mentorship Programme 2017. Followed by a hotel and School tour, the event welcomed 50 of the 103 mentors this year and attracted 90 student mentees. In his welcoming remarks, Professor Kaye Chon, SHTM Dean, Chair Professor and Walter Kwok Foundation Professor in International Hospitality Management, emphasised the programme’s multiple benefits and thanked every mentor for making it a success. This year’s mentors and 112 mentees, including 17 Master of Science (MSc) students, will maintain regular contact throughout the year to achieve the learning objectives they have agreed upon. Since 2002 the SHTM Mentorship Programme has allowed students to receive advice and guidance from external mentors. Experienced alumni, professionals and experienced personnel in hotels, travel agents, tourism establishments and catering organisations, among others, have been recruited to serve as mentors. First, second and third year undergraduate degree students, first year Higher Diploma students and full-time MSc students are eligible to join the programme. For details, please contact Dr Eric Chan, Associate Professor and the programme’s organiser. The School thanks the following mentors for their invaluable participation in the programme. H At a presentation ceremony on 21 March, academic staff, research postgraduates and students in the School’s innovative D.HTM programme gathered to applaud outstanding SHTM undergraduates for their efforts. Receiving Academic Achievement Awards for high grade-point averages in Semester 1 of 2016/17 were 63 students from five programmes, some of whom were accompanied by very proud parents. Also introduced on the day was the SHTM’s latest batch of Student Ambassadors, while the last batch was presented with well-earned certificates of recognition. The School extends its thanks to the Student Ambassadors and congratulations to the following Academic Achievement Award recipients. H

24 25 SHTM Mentorship Programme 2017 F&B News

DAVIS Lincoln LEUNG Eric Shangri-La International Hotel Front Office Manager Director of Quality Management Director, Management Ltd Panda Hotel Intercontinental Grand Stanford Hotel HK Marketing and Sales, Asia and Oceania SHEK Jason YIU Yuti All Nippon Airways Director of Marketing Human Resources Manager DE WINTER Floris JW Marriott Hotel Hong Kong Courtyard by Marriott Hong Kong Sha Tin General Manager LEUNG Meg Beverages Director of Human Resources/EMS Manager SHAM Signory YIP Angela Angliss Hong Kong Food Services New World Millennium Hong Kong Hotel Assistant Director of Human Resources Training Manager Sheraton Hong Kong Hotel and Towers Kerry Hotel, Hong Kong DEMPSEY Sarah LI Johnny Director of People – Asia Assistant Director of Human Resources SHIH Louis YIP Lawrence Pret A Manger (Hong Kong) Ltd Holiday Inn Golden Mile Hong Kong Executive Director Country Head – China Old Stone Hotels Company Limited Millennium and Copthorne Hotels (HK) Ltd FONG Jason LI Ricky Assistant Manager – Learning Hotel Manager SIU Gary YIP Paul Grand Hyatt Hong Kong Hotel Bonaparte by Rhombus Market Director of Human Resources – Head of Housekeeping and Property Hong Kong Management FOSKEY Paul LI Wallace JW Marriott Hotel Hong Kong Le Meridien Cyberport Hotel Executive Vice President, General Manager – Racecourse Catering Hotel Development, Asia-Pacific Operations SONG Hoi-see YU Philip Marriott International, Inc The Hong Kong Jockey Club Founder and CEO General Manager Plaza Premium Group Grand Hyatt Hong Kong FUNG Ken LING Wesley Hotel Manager Learning and Development Manager SUNG Simon The HarbourView Place Marco Polo Hotels, Hong Kong Director of Human Resources The Aberdeen Marina Club GALLAS Guillaume LO Andrew TAI Mandy Hotel Manager Hotel Manager Training Manager Sofitel Macau At Ponte 16 Cordis, Hong Kong InterContinental Grand Stanford Hong Kong

HARRIS Jackie LO Anthony TAIKITSADAPORN Regan Director Director of Corporate Projects – Chief Human Resources Officer – APAC Charlotte Travel Development Marriott International Shangri-la International HO Celeste TAM Edmond Assistant Human Resources LOO Chooi Li Regional Director of Sales Development Manager Hotel Manager The Peninsula Hotels Rosewood Hotel Group W Hong Kong TAM Tommy HO Ronald LUI Dino Managing Director Director of Finance General Manager Arrow Travel Agency Ltd JW Marriott Macau and Ritz Carlton Macau Jardine Airport Services Limited Shaping the Best TCHOU Larry HO Ronnie JP MAK Sherwin Senior Advisor Chairman Director Hyatt International – Asia Pacific Ltd Jetour Holding Ltd Any Tours Enterprises Ltd TSANG Angela KO Byron MAK Wayne Administration and Human Resources General Manager Managing Director Manager Hotel VIC Rhombus International Hotels Group Park Hotel International Limited

KO Kevin MAN Ankely TSANG Larry Assistant Front Office Manager Group Revenue Manager Restaurant Manager The Mira Hong Kong Sino Hotels EAST, Hong Kong F&B Talents KO Sean MO Jerry TSANG Porsche Assistant Director of Human Resources Deputy General Manager Area Quality Improvement Manager The School continued its efforts Also in February, the School Hotel School. The SHTM’s F&B Kowloon Shangri-La, Hong Kong The Clearwater Bay Golf and Country Club Island Shangri-La Hong Kong to nurture outstanding young F&B held the first ever Mini Wine Career team organised two Asian focused KONG Maurice MULLER Michael TSUI Danielle Assistant General Manager General Manager Assistant Front Office Manager talents over the last few months, Fair at Hotel ICON, a half-day wine learning sessions entitled New World Development Company Limited Hong Kong Skycity Marriott Hotel Courtyard by Marriott Hong Kong, Sha Tin providing a range of opportunities session that introduced students “New Lights of Chinese Wine” and KWAN Bonnie NG Eliza WAI Kenneth that stretched and challenged to career development in the “Does the Wine Glass Affect the Human Resources Manager Learning and Development Manager Director of Human Resources L’hotel Nina et Convention Centre and AsiaWorld-Expo Management Limited Island Shangri-La, Hong Kong its students. From new activities wine industry. Eight wine industry Wine Drinking experience? A Riedel L’hotel Causeway Bay Harbour View NG Etienne WONG Ada designed to develop beverage skills representatives discussed career Glass Tasting”, for the students KWOK Philip Area Director, Director of Human Resources and knowledge to participation paths, with students learning about from a diversity of backgrounds and Human Resources Manager Southern China, Hong Kong and Macau Conrad Hong Kong Hong Kong Gold Coast Hotel Singapore Tourism Board in the annual HOFEX event and working at a wine event organiser, countries. WONG Ayse LAM Pepsy NG Ringo VP – Human Resources learning from the sustainability a wine media company, a key Human Resources Manager Director of Rooms Regal Hotels International Limited Courtyard by Marriott Hong Kong InterContinental Grand Stanford Hong Kong practices at Hotel ICON, the SHTM’s F&B supplier and a wine app start Students from the ground- WONG David teaching and research hotel, no up. Dr Murray Mackenzie, SHTM breaking Master of Science in LAU Elise OFFE Jean Michel Vice President – Human Resources Director of Human Resources Executive Vice President – Development Dorsett Hospitality International experience was left untouched. Education Specialist (Integrated International Wine Management Renaissance Harbour View Hotel Hong Kong and Innovation Shangri-La International Hotel WONG Mona Learning), explained that the event programme, understandably more LEE Francis Management Ltd Director of Human Resources Mid-February saw the School was very helpful for the long-term familiar with the products on offer, Human Resources Manager W Hong Kong The Ritz-Carlton, Hong Kong PARK Patrick introduce a four-day intensive development of wine studies in had their own booth at the Asian Director of Front Office WU Alex LEE Howard Marco Polo Hotels – Hong Kong General Manager Barista Pathway Level 1 course in Hong Kong, and for the students’ Wine Festival held at Hotel ICON on Hotel Manager The Cityview Royal Plaza Hotel, Hong Kong PERNA Giovanni collaboration with the Hong Kong future careers. 18 April. Over 40 students, 20 staff Executive Assistant Manager WU Abby affiliate of the Speciality Coffee and 30 wine suppliers participated LEE Timothy Hong Kong Club Human Resources Manager Assistant Director of Human Resources Conrad Hong Kong Association of America. Presented Wine remained on the menu in in the trade and public sessions, Mandarin Oriental Hong Kong POON Ronald Learning Manager YAN Judy by a certified Association trainer, April, with over 40 Master of Global with the students showing off the LEE Wilson The Ritz-Carlton, Hong Kong Learning and Development Manager the course was popular amongst Hospitality Business programme Wine Management programme’s General Manager The Hong Kong Club Hyatt Regency Hong Kong, Shatin ROBSON Jeanette the SHTM community, with the 18 students completing the Hong Kong achievements and displaying the Global Director of Learning YAU Edmund participants including staff, students leg of their studies, having already SHTM’s own wine labels. and SHTM alumni. spent a semester at the Lausanne

26 27 SHTM Mentorship Programme 2017 F&B News

26 27 F&B News SHTM Alumni Association News

Nurturing The competitions provided a recycling programme and its food foundation for students to join waste handling procedures, with Undergraduates higher level F&B contests, both students conducting interviews at home and abroad. Dr Baldwin and discussions with staff. The commented that they were hotel is also being approached Undergraduate students “beneficial for our students in by international students and were also featured in School that they gained a chance to test students at other PolyU faculties F&B activities during April, with themselves, their skills and build for information on its operations, instructors Dr Watson Baldwin and confidence in their craft”. The F&B which has allowed it to reinforce its Dr Jonathan Sutton organising a team, he said, was “very pleased presence as a major influence on Food Competition, sponsored by with the student’s involvement the development of the very best the Président Dairy Company, and and success with competing and F&B talents Hong Kong can offer. a Coffee Competition, sponsored look forward to more growth and by Foodgears, for the high-calibre participation in the future”. The School is excited about the talents among them. Competition activities its F&B team is organising, in the latter event was particularly May saw another batch and sees more of the same on the fierce, with 10 students battling it of undergraduate students horizon. H out on 5 April to become the new participating in HOFEX, Asia’s leading food and hospitality Alumni Activities tradeshow, at the Hong Kong Convention and Exhibition Centre. As part of its aim to be the May, arriving in Taiwan for their The group was invited by the US premiere alumni grouping for the Asian- four-day annual tour. Staying at the Agriculture and Trade Office Hong School’s graduates, the SHTM four-star amba Taipei Songshan in Kong to participate in cooking Alumni Association works hard the capital’s Nangang district, the demonstrations using US products all year to develop a sense of Themed visitors treated themselves to dinner from a number of vendors, community and shared purpose at Le Moût Restaurant, home to chef supported by Dr Baldwin and fellow among its members. Both outcomes Chen Lanshu, Veuve Clicquot Asia’s F&B staff member Ms Erin Shih. have been in evidence recently, with Dinner best female chef 2014. They also the Association holding its annual took in Kavalan Whiskey Distillery, Also on students’ minds in recent general meeting, annual dinner and March saw members gathering which was named Worldwide Students in the MSc in Global Hospitality Business programme times has been sustainability in ever-popular annual tour. again for another important annual Whisky Producer of the Year for participating in the wine learning session areas such as food waste handling event – this time the Annual Dinner, 2006, and thoroughly enjoyed and food recycling, with a particular held as it often is in the cozy their tea plantation experience, SHTM Barista of the Year. Facing a focus on how the F&B sector can atmosphere of the Owners’ Box during which they learned about time limit of 6 minutes in which she improve its business operations. Upbeat at the Happy Valley Racecourse. harvesting, rolling and processing, had to pull two perfect expresso In this overarching endeavour, the Organised as an Asian-themed and had the opportunity to taste shots and create an exceptional participation of Hotel ICON has banquet, the event featured a the results. café latte or cappuccino, Vivian Lau been invaluable. The hotel provides Meeting delicious meal, live Asian music and took out the final honours. masses of data and information much fun as members and their With these and many more in areas such as its Food Angel The Association’s annual general guests dressed in Asian themed activities and events on offer this meeting, held on the School’s costumes. The evening culminated year there has never been a better premises in February, saw a in a Grand Lucky draw and the time to join the Association. Those changing of the executive, with presentation of the Best Dressed interested can find more details at Mr Maurice Kong stepping down Award to Ms Celia Lan. http://hotelschool.shtm.polyu.edu. as chairman and Ms Alison Yau hk/eng/alumni/registration.html. H taking over. Members attending the meeting discussed alumni affairs and gained a preview of the plan for Tempting activities in 2017. With membership growing at a rate of 10 percent each year, the Association headed out of Taipei the meeting and into the year on a truly upbeat note. Association members and their families headed out of town in

Participants in the Barista Pathway Level 1 course 28 29 F&B News SHTM Alumni Association News

Participants in the Barista Pathway Level 1 course 28 29 SHTM Alumni Association News Professor-for-a-Day Programme

Professors for a Day Excel!

The School offers its sincere thanks to the following outstanding industry professionals Alum-notes who recently served as professors for a day. Mr Henry Mak HD in Hotel Dr Jihong Ge Doctor of Hotel and Management 2010, BSc(Hons) in Tourism Management 2016 Speaker Title and Company Topic Hotel Management 2012 is Special Representative for is a Commercial Analyst, Asia Pacific Mainland Office, Phoenix Satellite Ms Lily AGONOY Managing Director, BCD Travel Marketing – Travel Agency Perspective at Select Service Partner. Television Co Ltd. Ms Amy CHAN Group Spa Therapy Manager, Chuan Spa, Cordis, Hong Kong Spa Management Mr Kinto CHAN General Manager – International Affairs, Cathay Pacific Airways Airline Management: Putting Concepts into Practice Dr James Mabey Doctor of Hotel Dr Jun Li Doctor of Hotel and Mr Thomason CHAN Founder and CEO, maiDan The Journey, Trials and Tribulations of an Entrepreneur Ms Cici CHIU Manager, F&B Operations, Hong Kong Disneyland Hotel F&B Operations – Services and Challenges and Tourism Management 2013 Tourism Management 2016 Mr Peter CHIU Vice President – Projects, Regal Hotels International and General Manager, Regal How to Motivate the Employees to Provide Quality Service is Chief Operating Officer is President and CEO of Okay Riverside Hotel (Hospitality and Real Estate) at Airways Company Limited. Ms Anna CHU Training Manager, Island Shangri Hong Kong Creating Green Culture: The Case of Island Shangri-La, Hong Kong Antaeus Group. Mr Jack CHUA Chocolatier and author Pastry Making with Hong Kong Ingredients Mr Clark Xu MSc in Hotel and Mr Paul DICKSON Manager, Racecourse Catering Operations, The Hong Kong Jockey Club Service Design and Standard in the Hong Kong Jockey Club 2000s Mr Michael DUCK Executive Vice President, UBM Asia Ltd Key Factors for Successful Exhibitions Dr Alex Tung Doctor of Hotel Tourism Management 2016 Director of Food and Beverage, Hotel ICON Changing Roles of Multi-Unit Managers and Tourism Management 2013 is Vice President of the HNA Mr Vincent DURIER Dr Emily Ma MSc in Hotel and Mr Patrick FESTL Food Services Manager, Lactalis Hong Kong Ltd Cream, Butter and Pastry is Chief Executive Officer of Career Tourism Investment Group. Ms Emily GASKELL Twinings Brand Ambassador, Shanghai AB Food & Beverage Ltd The Evolution of Tea Tourism Management 2006 Counseling and Assistant Professor is Associate Professor, Department Mr Jonathan GLOVER Founder and Managing Director, The Butchers Club The Journey, Trials and Tribulations of an Entrepreneur at National Ilan University. Ms Jenny Ip BSc(Hons) in Hotel Key Success Factors for a Multi-Unit Manager of Hospitality and Tourism Management 2017 Mr Alex HO Assistant Director of Learning and Development, Hotel ICON The Art of Hospitality Management, Isenberg School of Miss Pureanae Jang BSc(Hons) is Corporate Leadership Trainee at Mr Ronald HO Director of Finance, JW Marriott Hotel Macau, The Ritz-Carlton, Macau and Galaxy Strategic Hotel Revenue Management Under Unique Environment in Management at the University of in Hotel Management 2013 Park Hyatt Tokyo. Macau Macau General Manager, Shenzhenair Hotel Management Co Ltd Marketing Trends of Hotel Industry Massachusetts. is a Senior Analyst at Colliers Mr Jian HUANG Ms Josephine HUNG; Ms Connie KWONG Co-owners, Mymy Caffe The Journey, Trials and Tribulations of an Entrepreneur International Hong Kong. Mr Matthew Kum BSc(Hons) in Professor Sam Huang Doctor of Mr Yoshio KAMATA Business Development Executive, Schmidt Marketing (Consumer Products) Ltd German Wines: Current Trends and the Market in HK and China Hotel Management 2017 Founder and Managing Director, Delightfully Green Ethical Consumption Philosophy (Ph.D.) in Hotel and Ms Karen KWAN Mr Hunter Liu MSc in Hotel and is Senior Guest and Public Relations Ms Anita LAI; Mr Jonas FUNG Director, Corporate Citizenship, Public Affairs; Senior Manager, Marketing, Hong Marketing a New Attraction: The Case of Iron Man at Hong Kong Disneyland Tourism Management 2007 Tourism Management 2014 Executive at Hotel ICON. Kong Disneyland Resort is Professor of Tourism and Services is General Manager of HNA Mr Danny LAI Executive Assistant Manager – Guest Relations, Mandarin Oriental, Hong Kong Customer Service Stories Marketing, School of Business and Redbuds Hotel Changchun. Ms Phoebe Li BSc(Hons) in Hotel Mr David LAU Owner and General Manager, Popway Hotel Leadership, Motivation, and The Popway Story Law at Edith Cowan University. Ms Beatrix LEE Communications Manager, Hong Kong Tourism Board The Competitive and External Environment of Hong Kong as a Tourism Management 2017 Destination Mr Freeman Fung BSc(Hons) in is Marketing Communication Ms Hermans LEE Executive Housekeeper, Hotel ICON Challenges in Managing Housekeeping Operations: The Case of Hotel ICON Hotel Management 2014 Specialist at Hotel ICON. Mr Ian LEE Director of Finance and Administration, Hotel ICON Restaurant Finance (F&B Costing) for the Restaurants in Hotel ICON is an Accelerate Marketing Trainee Mr Perry LEE Managing Director, ZS Hospitality Group Ltd Effective Multi-Unit Leadership at Merlin Entertainments. Ms Susan LEE; Mr David KWONG Learning and Development Manager; People Development Manager, Swire Hotels Talent Management in Swire Hotels 2010s Ms Meg LEUNG; Mr Woody SI Director of Human Resources and EMS Manager; Director of Engineering, New Environmental Management at New World Millennium Hong Kong Hotel World Millennium Hong Kong Hotel Professor Zibin Song Ph.D. in Dr Miju Choi Ph.D. in Hotel and Dr Paul LEUNG Associate Professor, Department of Hospitality Management, Faculty of Changing Roles of Multi-Unit Managers Hotel and Tourism Management Tourism Management 2015 Management and Hospitality, Technological and Higher Education Institute of 2010 has been promoted to is Lecturer of School of Hotel Hong Kong Professor at Hainan University. and Tourism Management at The Ms Abby LI Principal Programme Secretary, Chinese YMCA of Hong Kong Leisure and Recreation Programme Design and Provision in Hong Kong Chinese University of Hong Kong. Mr Bryen LI Co-Founder and Head of Training and Consulting, Leweskool Consulting Loyalty Programmes Ms Catherine Wong BSc(Hons) Dr Shanshan LIN Associate Professor, Department of Tourism and Hotel Management, Zhejiang Tourism Expenditure Patterns in China in Tourism Management 2011 Ms Athena Zou MSc in University Former General Manager, CITIC Pacific Property Agents Ltd China’s Hotel Industry - The Witness and Prospect of the Industry is Mobile Booking Executive, International Hospitality Dr Jeff LIU Ms Angie LO Assistant Guest Relations and Club Floor Supervisor, Hotel ICON Club Floor Management Customer Experience and Design - Management 2015 Mr Bing-chung LO Director of Corporate Communications and External Relations, Link Asset Crisis Management: Public and Media Relation Digital at Cathay Pacific Airways Ltd. is an Economist, Design + Planning, Management Ltd Economics, Hong Kong at AECOM. Ms Natasha MARTIN Adventure and Sustainable Tourism Consultant What is Consulting? Dr Daniel Leung BSc(Hons) in Mr Eddie MCDOUGALL Owner, The Flying Winemaker The Journey, Trials and Tribulations of an Entrepreneur Hotel Management 2010, Master Dr Hera Oktadiana Ph.D. in Hotel Mr Tom MEHMANN Former CEO, Ocean Park Hong Kong Sustainable Leadership – Aspirations to Expectations of Philosophy in Hotel and and Tourism Management 2016 Mr Ryo MIURA Executive Housekeeper, InterContinental Hong Kong Housekeeping Management is a Visiting Scholar at the College Ms Candy NG Director of Quality, Langham Hospitality Group Quality Assurance in Langham Hospitality Group Tourism Management 2012 Mr Kaivin NG Area General Manager, Holiday Inn Express - Hong Kong and Taiwan and General Green Designs and Energy Saving Solutions is an Assistant Professor at the of Business, Law and Governance at Manager, Holiday Inn Express Hong Kong SoHo SHTM. James Cook University, Australia.

30 31 SHTM Alumni Association News Professor-for-a-Day Programme

Professors for a Day Excel!

30 31 Professor-for-a-Day Programme Calendar of Events

Speaker Title and Company Topic

Ms Arunotai PONGWAT Lecturer, College of Arts, Media and Technology, Chiang Mai University Thai Cuisine and Culture Mr Bobby SAW Assistant Vice President – Revenue, Dusit International The Reality of Revenue Management Upcoming Events Mr Sandeep SEKHRI Founder and Managing Director, Dining Concept Ltd Development of Multi-Unit Restaurant Management in Hong Kong Ms Carrie SHUM Senior Events Manager, InterContinental Hong Kong Persuading Consumers Mr Sunny SUN New Brand Development Advisor, Wyndham Hotel Group Developing and Maintaining Service Qualities in China Ms Jane SUPORN Director, Revenue Management and Analytics, Shanghai Disney Resort Theme Park Revenue Management Mr Regan TAIKITSADAPORN; Ms Kriya PILLAY Chief Human Resources Officer; Director, Marriott International Marriot’s Acquisition of Starwood. What’s Next? Mr Larry TANG Founder, Locofama and Co-founder, Sohofama The Journey, Trials and Tribulations of an Entrepreneur Mr Wai-wing TANG Executive Director, VolTra Voluntary Tourism Ms Alicia TOO General Manager, Lanson Place Hotel The Trends of Rooms Division Management: The Case of a Boutique Hotel in Hong Kong Mr Kenneth WAI Director of Human Resources, Island Shangri-La, Hong Kong HR and Its Role in Corporate Culture Mr Philip WEI Founder and Managing Director, BTL Hospitality Leading by Branding Yourself: The Case of WEI Resort Mr David WONG Vice President of Human Resources, Dorsett Hospitality International A Hotel Preopening Experience in “Dorsett City” @Central London – From a Human Resources Perspective Mr Wing-kit YU Assistant Leisure Manager II (Major Events), HKSAR Leisure and Cultural Services Understanding the Role of Leisure and Cultural Services Department in Department Event Industry Ms Maria YUE General Manager, Hyatt Place Shenzhen Dongmen Women Leadership in Hotel Industry The Importance of Professional Interpersonal Skills Leading to Career Success in Hotel Industry Mr Anthony ZHANG Business Development Manager, STR Global Hotel Trends

32 33 Professor-for-a-Day Programme Calendar of Events

Speaker Title and Company Topic

32 33 C

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