The Hong Kong Polytechnic University (PolyU) School of Hotel and Tourism Management (SHTM) successfully hosted IMPACT2025, its flagship academic conference, with generous support from Platinum Sponsor Research Centre for Digital Transformation of Tourism (RCdTT).
The event brought together global researchers, industry leaders, and policymakers to advance innovation in hospitality and tourism. A key highlight of the conference was the presentation of the inaugural SHTM IMPACT Award 2025 for Service Excellence – Hotel Industry, recognizing five outstanding hotels for exceptional service quality:
Grand Hyatt Hong Kong
Mandarin Oriental, Hong Kong
Nina Hotel Causeway Bay
Rosewood Hong Kong
The Ritz-Carlton, Hong Kong
The award is based on findings from the Tourist Satisfaction Index (TSI), an innovative monitoring system developed by RCdTT. Leveraging big data and AI, TSI analyzes over 1.25 million TripAdvisor reviews to measure tourists’ satisfaction with services and value for money across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. By applying data-driven insights to recognize excellence, SHTM and RCdTT are setting new benchmarks for Hong Kong’s hospitality sector. “These awardees epitomize the pinnacle of Hong Kong’s hospitality,” said Professor Haiyan Song, Associate Dean of SHTM and Director of RCdTT. Congratulations to all awardees, and sincere thanks to everyone for contributing to the successful conclusion of the IMPACT 2025 Conference.| Topics | Research |
|---|---|
| Research Units | Research Centre for Digital Transformation of Tourism |
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