The Hong Kong Polytechnic University's School of Hotel and Tourism Management (SHTM) celebrated a major milestone at the IMPACT2025 Conference Gala Dinner, held on 9 December 2025 at Hotel ICON. In a room filled with industry leaders, global scholars and innovators shaping the future of hospitality, the SHTM proudly unveiled the inaugural SHTM IMPACT Award 2025 for Service Excellence – Hotel Industry.
IMPACT2025, the flagship conference jointly organised by the SHTM and CoStar Group Academic Engagement, brings together voices from research, business and policy to spark new ideas and turn knowledge into action. This year, the School advanced its stewardship of the industry by introducing a new award designed to honour hotels that truly elevate Hong Kong's hospitality experience.
Transforming Research into Recognition
This new award recognises exceptional service performance among Hong Kong hotels based on the Hong Kong Tourist Satisfaction Index (TSI), developed by the Research Centre for Digital Transformation of Tourism (RCdTT) of PolyU SHTM. Leveraging large‑language‑model analysis of over 1.25 million TripAdvisor reviews written between 2012 and 2024, the TSI provides one of the most comprehensive views of Hong Kong's service landscape to date.
Drawing insights from 13,694 service providers across five tourism sectors, the TSI evaluates performance in five dimensions of service excellence: tangibles, reliability, responsiveness, assurance and empathy. In the hotel category, properties with at least 500 inbound tourist reviews between August 2024 and August 2025 were considered, making the resulting recognition both rigorous and meaningful. The winners of the SHTM IMPACT Award 2025 for Service Excellence – Hotel Industry (in alphabetical order) are as follows:
- Grand Hyatt Hong Kong
- Mandarin Oriental, Hong Kong
- Nina Hotel Causeway Bay
- Rosewood Hong Kong
- The Ritz-Carlton, Hong Kong
The award reflects these hotels' commitment to delivering outstanding guest experiences across every dimension of service, setting the benchmark for hospitality excellence in Hong Kong.
A Milestone for the Industry
"These awardees epitomise the pinnacle of Hong Kong's hospitality", said Professor Haiyan Song, Associate Dean of the SHTM and Director of the RCdTT. "Their accomplishments demonstrate an unwavering commitment to exceptional guest experiences, cementing Hong Kong's status as a world-class tourism destination".
The launch of this new award represents an important moment, fusing academic insight, big‑data intelligence and real‑world recognition. By translating millions of authentic guest voices into a credible and actionable index, the SHTM is helping drive service innovation across the industry.
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