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由于我们生活在一个充满活力的时代，酒店业不断发展。面临着不同的问题、挑战和趋势。
主要的挑战是经营，营销，技术和经济问题。最重要的问题是绿色接待、多元文化问题、高等教育和劳动力成本。
劳动力成本仍然是酒店业–44,6占总经营成本的最大的一笔开支。新的工会合同，移民法的变化，并提出立法，提高最低工资增加劳动力成本。但是经理们意识到良好的好客是建立在好员工的基础上的。因此，劳动力成本与最佳住宿体验之间必须保持良好的平衡。
The hospitality industry undergoes constant development because of the dynamic time we live in. There are different issues, challenges, and trends that are facing it.
The main challenges are operating, marketing, technological and economic issues. And the top issues are calls for green hospitality, multicultural issues and higher education and labor cost.
The green hospitality comes from a movement to a mainstream, and it is based on a three-part balance which includes “profits, people, and a planet”. The proper management of these three elements is a key for the proper development of the hospitality - economic and beneficial development not only for the people but the environment as well.
The labor cost remained the biggest single expense of the hospitality industry – 44,6 % of the total operating costs. The new union contracts, changes in the immigration laws and proposed legislation for higher minimum wage increase the labor costs. But the managers are aware that the good hospitality is based on the good staff. Therefore, a fine balance must be held between the labor costs and the best lodging experience.
Nowadays people can travel all over the world that causes the multicultural issues. The satisfaction of the needs of the different cultures is central to the success of large, international hospitality chains. For example, the eye contact in the Asian countries is considered as an inappropriate but the Western culture considers it a symbol of honesty and hospitality.
The proper staff is the educated one. The educational system is facing constant global development which has to lead to educational changes in order to satisfy the needs. The learning process should reflect the use of information in the real world; the educator should be a facilitator of active learning. There are new educational providers that offer flexible and updated curriculum and knowledge.
The operational issue is the first challenge that is facing the hospitality industry. There are sub-issues like the labor shortage that is the most difficult challenge. It is a great problem to attract and retain qualified workers. The reasons are the demography, the wage levels, the failure to satisfy worker’s expectations and a bad managerial reputation. The creative hospitality professionals have begun to develop innovative strategies for capturing and keeping quality workers.
Another sub-issue is the cost reduction. The managers should examine the best possibilities for cost savings without affecting the guests’ satisfaction.
The third sub-operational issue is the increased competition in the hospitality industry. Often, the managers are forced to cut down the prices in their efforts to provide greater value to the guests. The result is less generated profits.
The marketing issue also has sub-issues. The first one is marketing segmentation and overlapping brands. The hotel chains focus on a definite niche of travelers that leads to increased market segmentation. In addition, the brands overlap - franchisers may expand their number of brands to the point that investors who purchase from the same franchiser will be in direct competition with themselves. And, the consumers can’t distinguish the different brands.
The larger number of offers makes the customers more sophisticated which is the next sub-issue. They demand higher quality, so the products and services offered should be such.
The technological issue is difficult and expensive. There should be an interactive reservation system (the first sub-issue) because the internet reservations continue to increase. The managers could not afford to stay offline because the customers will make their reservations at the competitive sites.
The next sub-issue is the innovations – guest-room check-out, multiple telephone lines and interactive opportunities for ordering room service are some of the innovations that are more and more desired, but they are expensive to install and implement.
The data mining is another sub-issue. This term means a technology that analyzes guests and other related data for better marketing decisions.
The yield management is a computerized process allows managers to match guest demand with room rates. This system maximizes the profitability of the hospitality industry.
The next important issue is the economic one that also has different sub-issues. The first one is the dependence upon the national economy – when it is good, the industry profit increases. The discounts are a way to overcome a decline, but they lead to lower profitability.
The next sub-issue is the globalization - it is not only the national economy that is important but the economies of different countries. The hospitality industry must reflect the global customers’ requirements.
Trends in the hospitality industry: 酒店业趋势：
- Rapid growth in the vacation ownership – it is the fastest growing segment of the lodging industry. Resort Condominiums International (RCI) is the largest vacation ownership exchange (that allows members to exchange vacations with other locations) with more than 2.8 million member families living in 200 countries. There are many resorts that are members of similar organizations.
- Integration and globalization – the vertical integration means satisfaction of customers’ needs at many levels (they vary in price and facilities) so the major companies have properties in each market segment.
The globalization will move across national boundaries all the hospitality processes and participant – the customers, management processes, staff, products, and sources of capital. The future competition will come from global entities.
The new management also is an important hospitality issue – the future managers should be able to adapt to rapidly changed and competitive environment. The customers have more and more information, and their expectations are high so they will expect high-skilled and well-qualified staff that will be able to react to every inquiry and satisfy every need.
The future development of the hospitality industry affects seven areas: health and safety, assets and capital, marketing, new management, distribution and capacity management, social issues, technology, sustainable development.
The hospitality industry follows the relevant laws and legislations. The hospitality laws relate to food service, travel, and lodging industries governs the various nuances of the hotel, restaurant, bar, spa, country club, meeting, and convention industries, among others. The hotel operators must protect their clients’ personal information and safety and avoid negligence. And the restaurants must sell food suitable for human consumption. They also have to protect the customers against slips and falls, food poisoning, and other personal injuries.
Both hotels and restaurants commonly deal with labor disputes, anti-trust issues, franchise agreements, supply chain and other commercial transactions, and quite many other legal issues.
Some of the main hospitality laws are described below: 一些主要的接待法如下所述：
Hygiene – it’s an offense to sell contaminated food. The food premises and handlers must conform to minimum standards of hygiene. Liquor acts cover all aspects of liquor that is offered for sale in licensed enterprises - the licensing hours, training staff must undertake, the responsibilities of employers in selling alcohol, harm minimisation, as well as offences and legal proceedings.
Environment - smoke-free environment acts and regulations – no smoking is allowed in closed areas. Its goal is to protect the non-smokers and the employees.
Gaming acts and regulations – they regulate the gaming machines use, signs that must be put in place, actions that address the problem gamblers, fair practices for the gambling equipment.
Health and safety acts and regulations – these regulations should ensure protection of the workers and visitors’ health and safety.
Workers compensation act and regulations – all enterprises must have insurances that will cover worker’s costs if an injury occurs during the work time or traveling to and from work.
Responsible Conduct of Gaming/Gambling acts – a required training for all gambling employees. They should be qualified for gambling environment, and they should be able to identify problem gamblers.
Anti-discrimination acts – these laws protect the individuals from being discrimination of race, gender, age, sexual preference, marital status, disability or religion because of characteristics. The goal of this legislation is fair and equal service for everyone.#p#分页标题#e#
The global trends that are facing the hospitality industry start locally and can get global. Some of them are globalization (greater competition for services reduces costs), population growth (greater need of food, drinks, accommodation), aging of the Western countries (increasing market opportunities and accommodation needs), non-western economic growth (resources allocation), etc. The effective global trend awareness and proper management program are vital for the effective company development and profitability. It is very important to address the possible influence of the current and future trends. Thus, you will have an advantage over the competitors who are still blind for the new.
The future trends should be envisaged and controlled by the proper monitoring and planning. These trends can affect the hospitality industry differently – the overall company or a separate business functions of the enterprise. Some of the trends can have a cascading effect – initiation of an event that causes another event or multiple events.
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