Prof. Haiyan Song delivered keynote speech at Menduner Conference 2025 in Suzhou, Charts the Future of Tourism with AI and Innovation

The prestigious Menduner China Tourism and Hotel Conference 2025 concluded this week at the AC Hotel by Marriott in Suzhou, bringing together over 300 industry leaders and academics. Under the theme "Harness the Momentum," the event provided a vital platform to address the most pressing challenges and showcase innovative solutions that will affect the post-pandemic tourism and hotel industries. A major highlight of the conference was the keynote address by Professor Haiyan Song, Mr and Mrs Chan Chak Fu Professor in International Tourism and Director of Digital Transformation of Tourism at The Hong Kong Polytechnic University. In his presentation, “Assessing Tourism and Hotel Business Performance – A Demand Perspective,” Professor Song demonstrated the critical link between service quality, tourist satisfaction, and financial performance. He introduced a groundbreaking methodological approach utilizing Large Language Models (LLMs), illustrating how AI can analyze vast quantities of guest feedback to deliver real-time insights into the drivers of customer satisfaction and revenue growth. In addition to the keynote, a series of expert speeches and panel discussions explored the core operational challenges facing the sector. Key topics included:

1. Navigating Labour Shortages: Innovative strategies for talent attraction, retention, and upskilling in a competitive market.

2. Accelerating AI Integration: The adoption of AI, automation, and data analytics to enhance operational efficiency, personalize guest experiences, and optimize revenue management.

3. Advancing Sustainable Tourism: Seizing new opportunities to develop sustainable tourism models that cater to the evolving demands of post-pandemic travelers.

Set against the dynamic backdrop of Suzhou, the conference underscored that the future of China’s tourism and hotel sector depends on a dual commitment to technological innovation and strategic human resource management.