On November 14, 2016, Ms. Springnna Chen, Assistant Vice President – Organization Development and Training of Galaxy Entertainment Group (GEG) has brought to FHTM year 3 students an “Asian Heart” which symbolizes the Asian Hospitality of GEG. This is one of the effective elements to “Build Emotional Connection through Branded Guest Experience” which is the topic of the guest lecture.
Around 110 FHTM students dressed professionally to attend this distinctive guest lecture with strong curiosity to learn the secret of service management in hospitality industry from Ms. Chen who emphasizes the importance of linking the product to customer loyalty through guest experience and emotion. Proper planning, consistent service delivery, offering product differentiation (brand design and communication) and delivering the value to the guest are essential strategies to realize an effective service management.
Students appreciated the opportunity to learn about GEG, brand differentiation, consistent service delivery and how to create WOW experience. They thought this is valuable for them to bridge the gap between the knowledge they learn from the class and the practice in the industry.
