On 21 October 2025, Dr. Salott Chau led students from the “Tourism & Hotel Service Management” course (DE3 class) to visit the Grand Lisboa Palace Integrated Resort on the Cotai Strip—turning the day’s classroom into a real-life hotel environment.
Group Photo
The session began with a briefing by SJM Resorts’ Training Department. They outlined the group’s history, service philosophy, resort layout and its supreme five-star operating goals. The whole class was split into two groups, guided by housekeeping managers, visiting suites and standard rooms in Grand Lisboa Palace, THE KARL LAGERFELD and Palazzo Versace Macau to observe how different designs shape service thinking.
Inside Grand Lisboa Palace rooms, blue-and-white tiles and small hanging lamps evoke old Lisbon streets. At THE KARL LAGERFELD, black-and-gold tones meet Chinese screens and carved panels; a butler demonstrated “invisible tidying” where every item, light level and scent follows Lagerfeld’s original sketches, turning detail into art. Palazzo Versace opts for bold drama—Medusa heads, gold-leaf ceilings and high-saturation furniture that leave an instant impression.
During the Q&A, a student asked whether the arrangement of guest services change during busy holidays. The training manager explained that workflows are re-mapped before peak periods, back-of-house staff receive cross-training to support front-line teams, and a set of high-season management strategies is activated to keep standards steady.
The visit ended with a group photo in the resort’s East Wing lobby. Dr. Salott Chau concluded that bringing the classroom on-site helps students see “detailed service management at the site.” By comparing how three distinct brands operate their rooms, students gained a clear, systematic view of how service management enhances guest experience—laying a practical foundation for upcoming projects and future careers.
