On April 23,2026, the Tourism Management program of the School of Management conducted a specialized industry-academia collaboration course in Room 403 of Building 5. Amanda Xian, General Manager's Secretary at Hyatt Hotel Zhuhai Hengqin, was invited to deliver a presentation to students of Class 1, 2024, focusing on real-world operational cases from Hyatt hotels. The session combined theoretical depth with practical insights, chaired by Professor Yi Fangfang and centered on authentic case studies, industry-education integration, and hands-on learning approaches to help students better meet frontline industry demands.

Case Study Sharing from the Assistant General Manager Training Program at Hyatt Hotel Zhuhai Hengqin

1. Career Growth Sharing

During the sharing session, Xian Jiahui drew on her career journey from hotel intern to general manager's secretary, along with her hands-on experience at multiple high-end hotels, to elucidate the core principles of service and management in the tourism industry using frontline professional insights. She systematically outlined Hyatt's brand image building framework, focusing on the ESG (Environmental, Social, and Governance) philosophy and detailing practices such as energy-efficient operations, paperless services, eco-friendly linens, community volunteer programs, and accessibility services, enabling students to gain a concrete understanding of high-end hotels' brand culture and social responsibilities.

2. Practical Brand Management Strategies

In the Brand Operations and Industry Practices session, Xian Jiahui provided a detailed analysis of Hyatt Group's brand portfolio, visual identity design, and membership system advantages. She shared real-world public relations case studies—including the Christmas tree lighting ceremony, collaboration with the Hengqin Triathlon event, and the April Easter-themed campaign—demonstrating the critical role of public relations in the tourism and hospitality industry through comprehensive event planning, execution, and communication processes. She also highlighted Hyatt's Comprehensive Care Initiative, explaining how sustainable development is integrated into guest experiences and employee activities across three dimensions: caring for the planet, supporting others, and fulfilling corporate social responsibility, thereby showcasing the industry leadership of this top-tier hotel brand.

(Xian Jiahui shares hotel sustainability practices)

3. The interaction on site was very engaging.

Throughout the sharing session, Ms.Xian Jiahui actively engaged with the students present, patiently addressing their questions regarding internship positions, career advancement, practical service experiences, and crisis management. The classroom atmosphere was relaxed and lively. To encourage active thinking and participation, she prepared customized gifts from Hyatt Hotels, which she distributed to students who contributed enthusiastically during the Q&A session, allowing participants to gain professional knowledge while also experiencing the company's care and recognition.

(Interacting with classmates)

4. Core Skill Teaching

To cultivate core competencies in tourism, Xian Jiahui presented real-world case studies on tourism consumer behavior analysis, hotel complaint resolution, and crisis management. She systematically explained strategies for addressing frequent issues across guest rooms, front desk operations, dining services, and service details, while sharing standardized protocols for handling safety incidents, hygiene-related public concerns, facility malfunctions, and natural disasters. Utilizing the practical "Complaint Resolution Formula," she provided students with immediately applicable industry techniques. Additionally, she outlined the hotel's organizational structure, job hierarchies, employee benefits, internship development programs, and talent subsidy policies under the Qinzhou-Macao Cooperation Zone, offering clear guidance for students' career planning.

5. Deepen the integration of industry and education

This thematic sharing session represents a significant practice by the Tourism Management program at the School of Management in deepening industry-education integration and advancing collaborative talent cultivation between the university and enterprises. By inviting industry experts to the classroom and incorporating real corporate cases, job standards, and industry trends into daily instruction, the program effectively bridges the gap between academia and the workplace, enabling students to gain immersive exposure to real-world tourism scenarios and enhance their practical professional skills. Professor Yi Fangfang stated that the university will continue to establish school-enterprise cooperation platforms, introduce more high-quality industry resources, and adopt a practice-oriented, application-driven teaching approach to cultivate high-caliber tourism professionals who meet market demands.

(Teacher Yifangfang's class summary)

Students participating in the course unanimously praised the questionnaire, noting that the presentation content was highly relevant to the industry and packed with practical insights, while the interactive sessions were engaging and lively. The experience not only deepened their understanding of tourism operations and management but also clarified their future career paths, laying a solid foundation for their future professional endeavors.