Metaverse in Hospitality and Tourism: New Opportunities to Explore

8 January 2023 (Monday) 9:30am – 5:00pm

The metaverse will bring new and unique opportunities to the hospitality and tourism industry. To enjoy the opportunities, we should bring the metaverse to the business sector with the knowledge about the related technologies (e.g., artificial intelligence, augmented or virtual reality, and non-fungible tokens) and their implications in the industry. A number of fundamental questions are covered in this module to help the practitioners to prepare for the metaverse-driven changes in the industry: how the metaverse can be utilized in the hospitality and tourism industry, how the industry can benefit from the metaverse, which issues the industry should consider, and so on. Participants will realize the definition, current trend, and potential impact of the metaverse within the hospitality and tourism area, together with the ideas about how they can get in the metaverse for their businesses.

Building an Outstanding Team

9 January 2024 (Tuesday) 9:30am – 5:00pm

Effective collaboration among departments is one of the key factors to ensure a high level of service quality in the hospitality and tourism industry. Team building is a process of turning a group of individuals from different positions or departments into a cohesive and harmonious system. Working as a team will ensure better customer service and increase employee work engagement. The objectives of this module are (1) to learn the basic concepts and methods about organizational team building; (2) to understand the relevant theories regarding building an outstanding team in the service context; and (3) to acquire techniques that can be used for reinforcing team spirit in practice. Participants will be introduced to real-life service industry cases in this module.

Revenue Management in a Dynamic Environment

10 January 2024 (Wednesday) 9:30am – 5:00pm

In an increasingly competitive and dynamic business environment, the hospitality industry has a growing strategic demand for systematic revenue management. This module aims to introduce how the industry can use the principles and methods of forecasting, inventory control, strategic pricing, and distribution channel management to improve revenue and profitability. At the end of this module, participants should be able to identify the main issues and challenges during the implementation of a revenue management system and their impacts. Participants would also have an opportunity to apply revenue management knowledge in a simulated environment to better understand dynamic competition.

Social Media and Big Data Analytics:
A Journey through Basic Concepts to Applications

11 January 2024 (Thursday) 9:30am – 5:00pm

Data is known as the new oil in the digital era. Today customers are both generating data in social media and also utilizing it. The value and power of big data analytics lies in how to capture and extract useful information that is hidden in large volume of data. In this module, we will learn the basic concepts of big data and social media as well as demonstrate the application in tourism and hospitality research. Participants will understand what big data is, the role of social media, and practice data mining with data analytics software. There is a huge reward for the tourism and hospitality business to understand the concepts of big data and take advantage of it by learning how to extract useful information, which can be used for creating new products and services based on customer experience.

Communication and Conflict Management

12 January 2024 (Friday) 9:30am – 5:00pm

It is inevitable that in the workplace there are communications and sometimes disputes and conflicts between associates in an organization, between customer and associate, between associate and third party. This module is designed to experientially develop one’s skills in negotiating and mediating disputes and conflicts. The key learning outcome of this module is to improve and facilitate inter-departmental communications and resolve disputes. The discussion will help identify the success factors for leaders and methodology in communication and conflict resolution. Hospitality industry case studies will be provided to demonstrate how organizations capitalize on their strengths in communication and resolving disputes.

Creating Quality Service Experience

13 January 2024 (Saturday) 9:30am – 5:00pm

Achieving service excellence is the goal of all service organizations. Successful quality service management can improve customer satisfaction, the company’s profit, and brand reputation. This module will discuss concepts related to quality service management in the service industry; address the importance and current issues of service quality in the rapid changing service industry; analyze and develop internal and external strategies for the enhancement of service quality in service organizations, and integrate quality management methodologies to manage the development of services through proper decision making. Participants will be able to apply service quality management techniques to resolve complex management and operational problems.