0
, InterContinental Hong Kong
“Introducing a third-party hotel application that will
improve the Asian guest experience, in order to achieve
higher guest satisfaction”
/Advisory Report/
Quick Retake
Thesis Report C
Advised by: Fiona He (438160)
Company: InterContinental Hong Kong
Client: Joyce Mang Saxion University of Applied Sciences
First examiner: Marion Holtkamp International Hotel Management
Second examiner: Tatiana Alekseeva Year 5, Quarter 2
th
Research teacher: Rienk van Marle 16 of November 2020
Hong Kong
1
,Declaration of own work statement (form + signature)
2
, Preface
As a student of International Hotel Management at Saxion University of Applied Sciences, the past
four years I have gained a lot of insights into the hospitality industry. This thesis project is the final
assignment of this study. The report is written for my client, InterContinental Hong Kong, and presents
the advice of implementing a third-party hotel application that will improve the guest experiences.
During my management internship at InterContinental Hong Kong, I was in contact with the Director of
Guest Relations and received the possibility to write my thesis for the hotel. I would like to thank the
Director of Guest Relations, Joyce Mang for supporting me. Her knowledge and experience in the
hospitality industry are admirable and she was always open to help me.
It will not be a surprise if I say that having to conduct my research during the COVID-19 was really
challenging me. After facing several challenges during the thesis proposal phase, such as the hotel
closing down for renovation, the COVID-19 pandemic, and having to find a place to live in Hong Kong.
However, my first examiner, Marion Holtkamp has been constantly supporting and helping me out. I
would like to offer sincere thanks for all her help.
This project has become very special for me, not only that it was the final assignment for my study,
but also that this project is for InterContinental Hong Kong. I have done my first and management
internship both at InterContinental Hong Kong, therefore, this hotel has a special place in my heart. I
am happy that I was able to help them with implementing a hotel app through this project and to help
them prepare for the re-opening again.
Moreover, this project has been corrected based on the feedback provided by the examiners. The
improvements have been applied to several chapters in order to ensure coherence. Below a list of all
the added and adjusted parts can be found:
• Chapter 2
o 2.4.2 Methods of data collection
• Chapter 3
o 3.1 Research conducted
o 3.3 Interviews results
• Chapter 5
o 5.1 Advice alternatives
o 5.2 Evaluation criteria
o 5.5 Financial implications
o 5.5.1 Benefits
• Afterword
Lastly, I would like to express my gratitude to my examiners, my client, and all five respondents, who
took their time and effort for helping to conduct this thesis.
Fiona He
Hong Kong, 16th of November 2020
3
, InterContinental Hong Kong
“Introducing a third-party hotel application that will
improve the Asian guest experience, in order to achieve
higher guest satisfaction”
/Advisory Report/
Quick Retake
Thesis Report C
Advised by: Fiona He (438160)
Company: InterContinental Hong Kong
Client: Joyce Mang Saxion University of Applied Sciences
First examiner: Marion Holtkamp International Hotel Management
Second examiner: Tatiana Alekseeva Year 5, Quarter 2
th
Research teacher: Rienk van Marle 16 of November 2020
Hong Kong
1
,Declaration of own work statement (form + signature)
2
, Preface
As a student of International Hotel Management at Saxion University of Applied Sciences, the past
four years I have gained a lot of insights into the hospitality industry. This thesis project is the final
assignment of this study. The report is written for my client, InterContinental Hong Kong, and presents
the advice of implementing a third-party hotel application that will improve the guest experiences.
During my management internship at InterContinental Hong Kong, I was in contact with the Director of
Guest Relations and received the possibility to write my thesis for the hotel. I would like to thank the
Director of Guest Relations, Joyce Mang for supporting me. Her knowledge and experience in the
hospitality industry are admirable and she was always open to help me.
It will not be a surprise if I say that having to conduct my research during the COVID-19 was really
challenging me. After facing several challenges during the thesis proposal phase, such as the hotel
closing down for renovation, the COVID-19 pandemic, and having to find a place to live in Hong Kong.
However, my first examiner, Marion Holtkamp has been constantly supporting and helping me out. I
would like to offer sincere thanks for all her help.
This project has become very special for me, not only that it was the final assignment for my study,
but also that this project is for InterContinental Hong Kong. I have done my first and management
internship both at InterContinental Hong Kong, therefore, this hotel has a special place in my heart. I
am happy that I was able to help them with implementing a hotel app through this project and to help
them prepare for the re-opening again.
Moreover, this project has been corrected based on the feedback provided by the examiners. The
improvements have been applied to several chapters in order to ensure coherence. Below a list of all
the added and adjusted parts can be found:
• Chapter 2
o 2.4.2 Methods of data collection
• Chapter 3
o 3.1 Research conducted
o 3.3 Interviews results
• Chapter 5
o 5.1 Advice alternatives
o 5.2 Evaluation criteria
o 5.5 Financial implications
o 5.5.1 Benefits
• Afterword
Lastly, I would like to express my gratitude to my examiners, my client, and all five respondents, who
took their time and effort for helping to conduct this thesis.
Fiona He
Hong Kong, 16th of November 2020
3
