我国疫情形势下的智慧酒店发展启示

Enlightenment of the Smart Hotel Development under the Epidemic Situation in China

应对新型冠状病毒肺炎疫情过程中,我国酒店业暴露出传统面对面服务方式为疫情防控短板;酒店普遍缺少危机管理意识;进一步凸显的员工流失问题;酒店盈利模式有待加强等问题。我国智慧酒店在防控疫情过程中表现优异,实现了服务方式的变革;营销方式的变革;信息管理的变革;餐饮服务安全升级。目前制约我国智慧酒店进一步发展的问题主要集中在对员工素质要求更高、酒店投入不足、技术与宾客需求间矛盾突出、服务质量参差不齐等方面。针对这些问题,建议智慧酒店在人才招聘、培养模式、盈利模式,成本控制、科技与服务的关系处理方面,推动智慧酒店标准的出台等方面更多着力,实现智慧酒店在“后疫情”时期的长期、良性、健康发展。

In the process of novel coronavirus outbreak,China’s hotel industry has exposed the traditional face-to-face service mode for epidemic prevention and control.Hotels generally lack the awareness of crisis management;the problem of employee turnover is further highlighted;and the hotel’s profit model needs to be strengthened.China’s smart hotels have achieved excellent performance in the process of epidemic prevention and control,including the transformation of service mode,marketing mode,information management,and catering service security upgrading.At present,the main problems restricting the further development of Smart Hotel in China are higher quality requirements of employees,insufficient investment in hotels,contradiction between technology and guest demand,and uneven service quality.In view of these problems,it is suggested that smart hotels should make more efforts in talent recruitment,training mode,profit model,cost control,the relationship between technology and service,and promote the introduction of smart hotel standards,so as to realize the long-term,good and healthy development of smart hotels in the“post epidemic”period.