The third-year students of the Bachelor of Intelligent Technology and Services had a special class on April 9; Dr. Xiuyi Chen and Mr. Naikang Wu, the lecturers of "Value Chain Management", invited a hotel management industry practitioner to share in the class. 

Tracy Lou, who has more than 20 years of experience in hotel operations, recently entered a university classroom to discuss the theory and practice of operations management with students. Guest instructors led students in the classroom to explore the synergy between theory and practice in real-life hotel industry scenarios. 

Tracy shared specific examples of how customer service models can be applied to measure and improve customer satisfaction. 

• How do traditional and modern operations management theories help us in daily decision-making? 

• What key role does these theories play in strategies to improve customer satisfaction and operational efficiency? 

• What feedback drives the industry’s continued progress and continued development? 

It’s not just guidance to students; teachers and students also have a dynamic interactive exchange, encouraging students to think critically about issues. 

The speaker raised questions, such as the sudden arrival of a large number of guests. How should students apply theoretical models - such as queuing theory and revenue management - to conceive of solutions that are feasible in the real world? 

Seeing students use innovative thinking to solve complex problems, such as proposing the use of artificial intelligence to manage guest preferences, is proof that students are motivated to learn. 

Their solutions range from sustainability concepts to the application of emotional intelligence in customer service.