On April 1, 2025, Ms. Merci Leung, Front Office Manager at The Londoner Court Macau, was invited by Ms. Sunny Zhenzhen Nong, Senior Lecturer at the City University of Macau Faculty of Business, to deliver an engaging lecture titled “Customer Relationship Management: From Personalized Service to Guests for Life” for Year 4 students enrolled in the Customer Relationship Management course (Classes C and D). The session received enthusiastic responses from the audience.

With a decade of experience in the international hospitality industry, Ms. Leung has held key roles such as Guest Relations Manager at Four Seasons Hotel. Starting her career as a Rooms Intern, she progressively advanced to leadership positions and contributed to the winning of Forbes Travel Guide Five-Star Hotel Award, demonstrating exceptional expertise in luxury hospitality management.

During the lecture, Ms. Leung analyzed the critical role of personalized service in modern hotel operations through real-world case studies. She emphasized that in an era of diverse consumer demands, creating “heartwarming experiences” by understanding guests’ preferences, special needs, and travel purposes is central to fostering client loyalty. These “WOW Moments” not only strengthen emotional connections with guests but also generate cost-effective word-of-mouth marketing through organic social media sharing. Concluding the session, Ms. Leung introduced the concept of “Two-Way Surprises,” highlighting that exceptional service not only delights clients but also inspires genuine feedback, embodying a “heart-to-heart” service philosophy.

The lecture provided students and faculty with valuable insights into global hospitality practices. The Faculty of Business will continue to invite industry leaders to share cutting-edge expertise, bridging academic theory with industry trends.