UTM Holds the Second Webinar of Its Future Ready Series
The Macao University of Tourism (UTM) held the second webinar of its Future‑Ready Series on March 31, 2026. Titled “Key Trends Shaping the Hospitality Industry,” the session discussed the evolving landscape of personalised services and attracted more than 100 registrations.
The session featured two distinguished speakers, Dr. Andy Kuo, Assistant Professor at UTM, and Mr. Alex Lao, Manager of Guest Services and Hotel Operations at The Londoner Macao.
Dr. Andy Kuo presented a structured framework for understanding personalised service. He emphasised that guests’ perception of being personally recognised is the key driver of satisfaction, loyalty, and willingness to pay. He also introduced the Quadrant Model of Personalisation, explaining how service interactions can generate a stronger emotional impact when they combine perceived effort and surprise. He also highlighted the DART Framework (Dialogue, Access, Risk, and Transparency) as a practical approach to co‑creating value with guests throughout their stay.
Bringing theory into practice, Mr. Alex Lao shared operational insights from a luxury hospitality setting. He introduced the “Plus One” service philosophy, which focuses on adding thoughtful, personalised touches beyond standard procedures to build emotional guest loyalty. He outlined how service consistency is sustained through daily team briefings, centralised guest data, and a culture that empowers frontline staff to deliver genuine moments of care at The Londoner Macao.
Designed as a platform for knowledge and experience sharing, the UTM Future-Ready Series brings together academic insight and industry practice to support the development and learning of students and young professionals across the regions.
