To enhance students' understanding of the theoretical knowledge and to improve their practical ability and professionalism, Dr. Salott Chau, Assistant Professor of FHTM, MUST, organized a study tour to The Londoner Macao for the class of BITM1009 DE5 with more than 50 students on 12 November 2024. The tour included presentations by heads of various departments, who shared their insights on the hotel's daily operations and management.
Group Photo at Londoner Lobby
The whole tour was divided into two groups. They then followed the tour leaders and staff to visit various divisions. At the initial stop, the representative of The Londoner Macao provided an overview of the hotel's general situation, the functions of the Concierge Department, and the specific work content. The different service styles of The Conrad Macao and The Londoner Macao were explained. The students then proceeded to the baggage room, where they observed the implementation of a comprehensive and efficient standard operating procedure (SOP) for handling 1,000-2,000 pieces of guest baggage daily. This was followed by a question-and-answer (Q&A) session. The supervisor responded to questions regarding the professional attributes required by the concierge department (including conversational, writing and emotional intelligence skills), the challenges they had faced and the strategies for overcoming these, which were of great benefit to the students.
Secondly, the housekeeping supervisor provided an introduction of the cleaning trolleys, room supplies refills and their replacement methods and cycles. The students gained a deeper understanding of the service concept, practical work and environmental practices of the Guest Room Department, which proved to be highly fruitful. The Londoner Hotel is an all-suite hotel establishment, all students were given opportunities to visit two types of suites. During the tour, the students demonstrated keen interest in the interior design of the rooms and the specifics of room maintenance, posing numerous insightful inquiries. Finally, they returned to the ground floor and followed the Front Desk Supervisor into Paiza Grand. She went on to provide further insight into the hotel's décor, the role of the Guest Relations Department and the Forbes 5-star service standards. Meanwhile, she stated that The Londoner Macao encourages its staff to be themselves, to be creative, and to serve its guests with their own character and skills.
Group photo at Suite Londoner
This hands-on experience allowed students to learn outside the classroom, gain deeper insights into theoretical concepts, and a clearer understanding of the inner workings of the hotel industry. Many students commented that it was not only an engaging experience, but also a valuable addition to their academic journey and future career planning.
