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SHTM partners with WTTC to define the Future of Work in Travel and Tourism: The key trends shaping workforce strategies at WTTC’s annual Global Summit

On September 29, 2025, research team from the Research Centre of Digitial Transformation of Tourism (RCdTT) and School of Hotel and Tourism Management (SHTM) of The Hong Kong Polytechnic University (PolyU) attended the World Travel & Tourism Council (WTTC) Global Summit in Rome Italy for the launch of their collaborative project with WTTC entitled “The Future of Work in Travel and Tourism: The key trends shaping workforce strategies”.   Led by Prof Haiyan Song, Mr and Mrs Chan Chak Fu Professor in International Tourism, SHTM Associate Dean, Chair Professor, and Director of RCdTT, along with Mr Nejc Jus, Director of Research at WTTC, and co-authored with Prof. Richard T.R. Qiu, Prof. Yitong Yu, and colleagues from WTTC, the research is a comprehensive overview of the employment trends and challenges in the Travel & Tourism sector, with a dedicated analysis that highlights skill requirements, skill demand and supply forecast and offers practical recommendations to future-proof the travel and tourism workforce. The research draws on in-depth quantitative and qualitative surveys and interviews with industry leaders. It will serve as a valuable tool for industry professionals, policy makers and academics to adapt and consider when doing workforce planning.   The Travel & Tourism industry remains a powerful contributor to the global economy, generating over 10.9 trillion US dollars in 2024 and supporting more than 350 million jobs worldwide. It is anticipated to create nearly 91 million additional positions by 2035. Despite these encouraging numbers, the sector faces significant obstacles, including persistent labour shortages.   The report reveals that:   Travel & Tourism businesses face three major challenges, including recruiting and retaining talent, the shifts of working patterns towards remote, part-time, and hybrid work that conflict with traditional service roles, as well as the growing importance of adapting to technological advancements and sustainability demands.   Technological and digital literacy is seen as a critical skillset across all job roles for the coming decade. Other role-specific findings include those managerial positions require stronger critical and creative thinking, customer-facing roles need improved leadership and management skills, and operational staff need to focus on reliability, flexibility, resilience, and a commitment to lifelong learning.   Forecasts indicate that by 2035, the Travel & Tourism sector across 20 key economies will face a workforce shortfall of 43.1 million, with low-skilled roles experiencing the most significant deficits. The hospitality industry alone may be 18% understaffed, and countries such as China, India, and regions such as the EU are expected to see the highest absolute shortfalls, while Japan, Greece, and Germany face the most severe relative supply gaps, underscoring the urgent need for coordinated efforts to attract, train, and retain talent.   To future-proof the travel and tourism workforce, collaborative efforts between government, academia, and businesses are essential. Recommendations to tackle labour shortage include improving the industry’s appeal to young talent, facilitating career progression, ensuring decent work conditions, leveraging technology to boost productivity, adopting flexible hiring policies, enhancing the quality and availability of qualifications, strengthening business-education collaboration, and providing widespread upskilling opportunities.   Serving as one of the largest employers worldwide, it is crucial for the Travel & Tourism sector to build a resilient and sustainable workforce. Collaborative efforts between government, academia, and businesses are essential to future-proof the travel and tourism workforce.   For more details, please visit The Future of Work in Travel & Tourism: The key trends shaping workforce strategies | WTTC Research Hub

Driving Industry Green Transformation | Professor Wang Dan and Colleagues Partner with China Hotel Association to Build Hotel Carbon Emission Accounting Model

To promote the green and sustainable development of China's hotel industry, Professor Wang Dan, Professor Deng Zhiming, and Professor Zhang Hanyuan recently collaborated with the China Hotel Association to jointly develop the "China Hotel Operations Carbon Emission Accounting Model." This model aims to provide the industry with scientific and comprehensive carbon emission assessment tools, helping hotel operators accurately understand energy consumption and carbon footprints while optimizing environmental management. The research team conducted in-depth field investigations at benchmark hotels under the Marriott Group and Hilton Group, carrying out week-long on-site research. During this period, team members conducted multiple rounds of in-depth interviews with hotel senior management and operations teams, focusing on key areas including energy management, facility operations, guest room services, and food and beverage operations. Simultaneously, they collected and analyzed multi-dimensional operational data including electricity, water utilities, gas, and waste treatment, providing a solid empirical foundation for model construction. The research outcomes not only fill the gap in carbon emission accounting methods for China's hotel industry but also propose practical quantitative indicators and accounting processes based on typical operational scenarios of the Chinese hospitality industry. The model features strong applicability, simple operation, and high data comparability, helping hotels of all scales conduct carbon emission monitoring and management on monthly, quarterly, and annual bases. The research team expects to promote and apply this model nationwide through various forms including training, consulting, and assessment services to enhance the industry's carbon management capabilities and help the hotel industry achieve high-quality development under the "dual carbon" goals. Both parties look forward to using this as a starting point to continuously improve green operation standards and jointly write a new chapter in the low-carbon transformation of China's hotel industry.

Prof. Haiyan Song attended the 10th Advances in Tourism Marketing Conference held in Heraklion, Greece

Prof. Haiyan Song, Director of the Research Centre for Digital Transformation of Tourism (RCDTT) and Mr and Mrs Chan Chak Fu Professor in International Tourism, attended the 10th Advances in Tourism Marketing Conference (ATMC) held in Heraklion, Greece, from 24 to 26 September 2025. The conference theme was “Resilience Futures and Creative Placemaking.” Prof. Song was invited by the ATMC organizing committee to lead a special session on “Revolutionizing Tourism Marketing – Transformative Power of Generative AI.” This session attracted a diverse group of participants from academia and industry worldwide. Topics discussed included the application of intelligent robots in hospitality and tourism, AI companionship for elderly travelers, and the impact of AI on employment in the hospitality sector. Prof. Song also took this opportunity to promote collaboration between RCDTT and key players in the tourism and hospitality industry, such as Trip.com and Yunji Technology.

TVB spotlights PolyU–Yunji Technology collaboration on AI innovation in hospitality

Hong Kong, August 17, 2025 – The Research Center of Digital Transformation of Tourism (RCDTT) at The Hong Kong Polytechnic University and Yunji Technology, a leading innovator in AI-powered service robotics, have announced a strategic collaboration to establish the Hotel Digital Intelligence Joint Innovation Lab. The initiative, recently featured in a TVB exclusive news report, showcases Hong Kong as a vital gateway for scaling AI-driven hospitality solutions to global markets. The joint lab aims to accelerate research, development, and real-world applications of service robotics and AI-driven “intelligent agents” in the hospitality and tourism sector. By combining PolyU’s research excellence with Yunji Technology’s proven track record in deploying intelligent service robots overseas, the collaboration will create actionable pathways to drive digital transformation across hotels, offices, and other service environments. In the TVB programme, Professor Dan WANG, Associate Director of RCDTT, underscored the significance of the collaboration: “Hong Kong provides a globally connected platform where academic expertise and industry innovation converge. Through this partnership with Yunji Technology, we aim to reimagine service delivery, improve guest experiences, and create digital innovations that can be scaled across diverse cultural and business contexts.” The feature also highlighted that PolyU’s School of Hotel and Tourism Management (SHTM) has been ranked number one worldwide in “Hospitality and Tourism Management” by the ShanghaiRanking’s Global Ranking of Academic Subjects for seven consecutive years. Building on this international reputation, RCDTT is positioning Hong Kong not only as a testing ground but also as a global springboard for digital transformation in tourism and hospitality. Representatives from Yunji Technology, Hong Kong Productivity Council, and industry partners also joined the TVB broadcast to discuss future deployment scenarios, underlining Hong Kong’s role as an international hub for innovation. Video Review TVB News website  Yunji Technology WeChat    About the Research Center of Digital Transformation of Tourism (RCDTT), PolyU The Research Center of Digital Transformation of Tourism (RCDTT) at The Hong Kong Polytechnic University is dedicated to advancing research and applied innovation in digital technologies for the tourism and hospitality sector. Leveraging PolyU’s globally recognized School of Hotel and Tourism Management, RCDTT pioneers collaborative initiatives with industry partners to drive the future of smart tourism and enhance service excellence worldwide.   About Yunji Technology Yunji Technology is a leading Chinese pioneer in AI service robotics and intelligent agent solutions. With successful deployments in hospitality, office, and retail sectors across multiple countries, Yunji Technology is committed to driving the internationalization of Chinese technology innovation. Its Hong Kong subsidiary is an active member of Cyberport and a selected enterprise of the Hong Kong Productivity Council’s “The Cradle Outbound Services Center,” advancing cutting-edge robotic solutions for global markets.

5th IACTS Biennial Conference Celebrates Decade of Excellence in China Tourism Research in Hong Kong

Conference Overview Organized by the International Association for China Tourism Studies (IACTS) and hosted by PolyU's School of Hotel and Tourism Management (SHTM), with sponsorship from PolyU's Research Center for Digital Tourism Transformation (RCDTT), this conference gathered 34 scholars. The hybrid format successfully accommodated 32 in-person attendees and 2 virtual presenters.   Academic Program Highlights The conference program featured two expert-led panel discussions exploring critical AI-era themes: Tourism Research in the AI Era and Tourism Education in the AI Era. In parallel, 23 academic presentations showcased diverse China tourism scholarship spanning from theoretical frameworks to empirical studies. The Association simultaneously recognized emerging talent through the election of 6 Outstanding Young Scholars while inducting 3 new IACTS Fellows for distinguished research contributions.   Future Directions Strategic initiatives developed during closed-door business meetings will be communicated to members in forthcoming correspondence.   2027 Conference Announcement The Association will hold its next biennial conference in Altay, Xinjiang (August 2027), a region offering unique research opportunities at the intersection of cultural heritage and sustainable tourism development.

Prof. Haiyan Song, Director of RCDTT awarded the Fellowship title by the Chinese Economic Association (CEA) UK/Europe

Congratulations to Professor Haiyan Song, Director of RCDTT and Mr and Mrs Chan Chak Fu Professor in International Tourism, who was awarded the CEA UK/Europe Fellow at the Annual Conference of CEA UK/Europe held at the University of Glasgow on 6 August 2025, the CEA UK/Europe Fellowship is the highest honor bestowed to those who have made outstanding contributions to the CEA UK/Europe and to research on China’s economic development. 14 renowned economists were awarded the inaugural CEA UK/Europe Fellowship titles and they include Justin Yifu Lin and Weiying Zhang of Peking University, D’Maris Coffman of University College of London and Eric Girardin of Aix-Marseille Université. CEA, UK/Europe is an independent, not-for-profit research association of scholars, researchers and business executives concerned with China’s economic development. Its objectives are to advance the knowledge of the general public about economic development in China, and to promote and publish research on the Chinese economy.

Prof. Haiyan Song received Life Time Achievement in Tourism Research Award by International Conference of Tourism

Congratulations to Professor Haiyan Song, Director of RCDTT, Mr and Mrs Chan Chak Fu Professor in International Tourism received Life Time Achievement in Tourism Research Award at the 14th International Conference on Tourism (#ICOT2025) held on 25-28 June in Dubrovnik, Croatia. This award recognizes Professor Song’s contributions to tourism research, especially in the areas of tourism economics and tourism supply chain management.  At the same conference, Professor Song also delivered a keynote speech on AI and tourism research, which was very well received by the conference participants.

RCDTT Director Delivered a Keynote Speech at the APacCHRIE 2025 Conference

On 28 May 2025 in Chiang Mai, Prof. Haiyan Song, Mr. and Mrs. Chan Chak Fu Professor in International Tourism and Director of the Research Centre for Digital Transformation of Tourism (RCDTT) at the School of Hotel and Tourism Management (SHTM), The Hong Kong Polytechnic University (PolyU), delivered a keynote speech on the "Large Language Model-based Tourist Satisfaction Index" at the APacCHRIE 2025 Conference. The conference was co-hosted by Chiang Mai University and The PolyU in Chiang Mai, Thailand. Prof. Song presented the framework and methodology developed by his research team for compiling tourist satisfaction indexes at both sectoral and destination levels. Following his presentation, Prof. Song participated in a panel discussion titled "Transforming to the Future: Innovation, AI and Regenerative Tourism and Hospitality", which reflected the core theme of the conference. The conference attracted over 350 participants from 27 countries and regions.

RCDTT Director Spoke at the World Tourism Alliance Conference

Prof. Haiyan Song, Mr. and Mrs. Chan Chak Fu Professor in International Tourism and Director of the Research Centre for Digital Transformation (RCDTT) at the School of Hotel and Tourism Management (SHTM), The Hong Kong Polytechnic University (PolyU), delivered a keynote speech at the World Tourism Alliance (WTA)’s Dongting Dialogue on 25 May in Yueyang, Hunan Province. The conference, themed “Integrating Nature and Culture in Tourism Development,” attracted over 300 participants from mainland China and other countries. During his speech, Prof. Song presented his recent research on the willingness of Chinese tourists to pay for travel carbon offsets (TCO) and analysed the primary factors influencing TCO purchase decisions. Prof. Song’s findings underscored the increasing importance of sustainability in shaping travel behaviours. Subsequent to his presentation, Prof. Song was interviewed by local media. The discussion focused on strategies for advancing sustainable tourism through digital transformation and integrating cultural and nature-based tourism in both Hunan Province and Yueyang City.

RCDTT Launched Large Language Model-Based Hong Kong Tourism Satisfaction Index

The Research Centre for Digital Transformation of Tourism (RCDTT) of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University (PolyU) launched its Large Language Model (LLM) Based Tourist Satisfaction Index for Hong Kong (HKTSI) on 25 April 2025. The research team, led by Prof. Haiyan Song, Director of RCDTT and Mr and Mrs Chan Chak Fu Professor in International Tourism, developed the index based on the theoretical frameworks of the SERVQUAL and Cognitive-Affective models to evaluate tourists’ perceptions of tourism service quality across five tourism-related sectors in Hong Kong and consolidated the results into a comprehensive destination TSI. The results of HKTSI over the years have been highly encouraging. Overall, visitors have expressed positive perceptions of the services they received during their Hong Kong stay. Since 2012, the HKTSI has shown a steady upward trend, despite a temporary decline during the COVID-19 pandemic. By 2024, HKTSI scores had fully recovered to pre-pandemic levels. Sectors such as transportation and attractions have consistently demonstrated outstanding performance, while restaurants and retail shops have lagged behind. Notably, the hotel sector has seen significant improvement for two consecutive years since 2019. From a spatial perspective, all administrative districts recorded TSI scores above 73 points. However, a notable north-south disparity remains, with southern districts generally achieving higher TSI scores than their northern counterparts. The highest satisfaction levels are concentrated along the two banks of Victoria Harbor, whereas the Kowloon City District recorded markedly lower TSI scores, creating a noticeable satisfaction gap compared to neighboring districts. By leveraging the Large Language Model-based TSI system, Hong Kong can accurately evaluate its performance and competitiveness as an international tourist destination relative to other regions. This allows the city to pinpoint key areas for strategic improvement, enhancing its overall competitiveness. Given the tourism-dependent nature of Hong Kong's service industries, consistently measuring and monitoring tourist satisfaction is crucial for sustaining growth and success.