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| 全球五大酒店集團執行長齊聚一堂。右起：希爾頓集團Chris Nassetta、凱悅集團Mark Hoplamazian、萬豪集團Tony Capuano、雅高集團Sébastien Bazin、洲際集團Keith Barr，左方紅衣者為CNBC主播Sara Eisen (圖片來源: 希爾頓集團執行長官方臉書 ) |
Hotel CEOs Juggle Staffing Challenges, Sustainability Goals as Operating Model Evolves
酒店集團執行長們忙於應付員工召募挑戰、環保永續目標，因經營模式已變
Employment Model Has Room for More Flexibility
聘雇任用模式存有更多彈性空間
June 14, 2022 | 8:38 P.M. Hotel News Now by Bryan Wroten
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| Chris Nassetta (right), of Hilton, speaks alongside Mark Hoplamazian, of Hyatt Hotels Corp., at the 44th annual NYU International Hospitality Industry Investment Conference. (Bryan Wroten) |
NEW YORK — The COVID-19 pandemic changed the hotel industry landscape, in some cases permanently, but hotel executives believe that while there are still ongoing challenges, the industry is adapting and on the right path.
紐約報導─ 新冠肺炎疫情改變了全球旅館業的面貌，甚至在某些狀況是永久性的改變，不過旅館業的高階主管相信，即便現實上仍舊有持續性的挑戰，這產業正在適應中並往正確的方向邁進。
During the “The CEOs Check In: View from the Top” general session at the 44th annual NYU International Hospitality Industry Investment Conference, hotel brand CEOs spoke about what changes they expect will last, how the industry needs to evolve to meet employees’ needs and sustainability efforts.
在第44屆紐約國際旅館業投資大會的「國際集團執行長駕到：由領袖視野看世界」全體會議中，執行長們談到哪些產業變遷將會持續、產業要如何轉變(型)以符合員工需求及永續發展。
Lasting Pandemic Changes(疫情造成的產業變化持續著)
Most of the ongoing trends in hospitality were already there before, but the pandemic has accelerated them, Hilton President and CEO Chris Nassetta said. Hotels were exploring contactless entry to varying degrees, but that has moved quickly to giving guests more control and engagement through their phones.
希爾頓集團董事長暨執行長Chris Nassetta表示，大部份旅館業持續發展的趨勢早先就已存在，然而這幾年的新冠肺炎疫情更加快了這些趨勢發展速度。比方旅館業者早先就不斷地開發、試探不同程度的無接觸門禁進出，如今這樣的技術發展更加快速，讓顧客得以藉由自己的手機在這方面有更多的掌控權與參與感。
“We’ve just seen a massive acceleration that’s taken a bunch of different forms of the connection of the physical and the digital,” he said.
Chris Nassetta接著說：「近年大規模的相關技術發展使得我們已見到許多不同形式的數位與實物聯結的案例。」
How food and beverage operates has evolved, said Mark Hoplamazian, president and CEO of Hyatt Hotels Corp. There’s more self-service, more variety and more alternative formats. It used to be that room service was always the most assured loss-making department in a hotel, but that has changed.
現場的凱悅集團董事長暨執行長Mark Hoplamazian表示，業界的餐飲營運模式已有變化，像是自助式服務、多樣性及可供選擇的餐飲形式增加更多。過去往往被認定為旅館虧損部門的客房餐飲已轉變、改觀。
The other major trend is a greater focus on well-being, Hoplamazian said. Hyatt’s Miraval brand is operating at “staggering levels,” he added.
Mark Hoplamazian接著說，另一個主要趨勢則是健康養生領域受到極大關注。他附帶一提，「像是凱悅Miraval渡假酒店的營運成效令我們相當驚喜。」*
*筆者按：坦白說，通篇來看，這唯一的「附帶一提」有「置入行銷」之嫌，因為其他與會者都沒提自家產品。這讓筆者聯想到台灣的Local King在談話中，沒三五句就在推銷自家產品。
“There’s a lot more focus on well-being programming, on opportunities to seek out unique experiences,” he said. “A lot of people while they’re traveling, even business travelers, they’re just looking for resources to be able to take care of themselves, including mental health.”
Mark Hoplamazian說：「全球旅客非常重視健康養生相關服務及議題，並且關注於尋找獨特體驗的機會。許多人即使出外旅行，甚至是在商務出差行程，他們會尋求能自我照顧、調養的服務資源，這也包括心理健康層面。」
The shift toward blended trip purpose is here to stay beyond the end of the pandemic, Marriott International CEO Tony Capuano said.
與會的萬豪集團執行長Tony Capuano表示，這股「混合、兼具」的旅遊目的風潮將持續到疫情結束之後。
“If you look at booking patterns by day of the week, Thursday and Sunday used to be the redheaded stepchildren — those were shoulder days,” he said. “Demand for those days has come back more quickly than Monday, Tuesday, Wednesday.”
Tony Capuano說：「如果你看一週訂房的日變化，通常週四及週日都被視為『不受重視的紅髮繼子』，也就是訂房程度不上不下的日子。不過，如今那二天的訂房需求恢復得比週一到週三來得快些。」
The evolving expectations guests have during their stay is good news for the hotel business, but the industry must be deliberate in how it evolves the model, he said.
Tony Capuano接著說，即使「旅客在住宿期間的個人期望正在轉變」有益於旅館生意，但旅館業仍然必須謹慎觀察此趨勢如何轉變、影響既有的商業模式。
Lifestyle brands over the last couple of years have seen a 15-point lead in revenue per available room over traditional hotels, Accor Chairman and CEO Sébastien Bazin said. At lifestyle hotels, 50% of the revenue is non-travel-related.
雅高集團總裁暨執行長Sébastien Bazin表示，生活風格酒店品牌在過去幾年的平均客房收益較傳統酒店品牌高出15%。其中，生活風格酒店有一半的收益來自於非旅遊相關的部份。
“It’s food and beverage, and 90% is local-community-driven,” he said.
Sébastien Bazin接著說，「那一半的收益就來自於餐飲，而且當地民眾消費就佔了九成。」
Those who live nearby like what the hotel offers in terms of food and beverage, its design and its team, and that local popularity brings in travelers, Bazin said.
Sébastien Bazin說明，住在旅館附近的民眾喜歡旅館所提供的服務，這包括餐飲菜色、餐廳(館內)設計以及服務人員，像這樣的當地熱門程度自然就會吸引世界各地的旅客前來消費。
Labor Challenges (人力挑戰)
Accor’s full team is down 25,000 people, roughly 10% of its workforce, Bazin said. To afford the employees needed, Bazin is encouraging hotel owners to push their rates as much as they can to sustain margin.
雅高集團總裁暨執行長Sébastien Bazin表示，雅高集團全體員工數已減少2.5萬人，大概是整體人力的一成。為了能負擔起所需的人力成本， Bazin鼓勵業主儘可能調升房價以維持住利潤。
“They have to pay more for returning labor — inflation wages,” he said. “They have to be able to pay more for anything. Thank God the customer is accepting to pay a higher price.”
Sébastien Bazin接著說：「業主必須為回歸的員工(勞動力)多花點錢─ 這就是薪資通貨膨漲。他們必須能夠為任何人事物多支付價金。感謝老天幫忙，現今顧客正逐漸接受『支付較高價格』的現實狀況。」
Even with higher wages, attracting and holding on to workers is difficult, Bazin said. Hotel employees sacrifice their nights and weekends, and these are jobs that can’t be done remotely. They have family and friends who can work from home while earning a good wage.
不過，Sébastien Bazin表示，即便薪資調高，吸引及留住旅館員工仍舊困難。旅館員工犠牲自己夜晚及週末時間給客人，而且這些工作完全無法遠端操作執行。有些旅館員工的家人及朋友卻能在家工作(WFH)又同時有不錯的薪水，兩相對照，旅館員工自然會有比較心態。
“Hospital nurses, construction employees, hospitality — why are we facing the same problem?” he asked. “For the exact same reason. If they can opt for the same pay in a job but they can actually have a bit of free time and work remotely and have less sacrifices, of course they go for that.”
Sébastien Bazin問道：「醫院護理師、建築工地的工作人員、旅館從業人員─ 為何我們都面對同樣的問題？因為幾乎都是一樣的原由。如果這些工作者即使選擇同酬的工作，但實際上能享有多一點的空閒時間、遠端工作及較少的犠牲，想當然耳，他們自然趨之若鶩。」
Many practices in the hotel industry are antiquated, such as hotel shifts, Hoplamazian said. Workers trying to care for their elderly parents or get their kids to school in the morning aren’t going to make the morning standup for housekeeping.
凱悅集團的Mark Hoplamazian也表示，旅館業的許多實務工作是相對陳舊、積習已久的，比如輪班制。對於想要照顧年邁雙親或早上送小孩上學的工作者來說，他們就沒辦法值早班房務的工作。
“We’ve been stuck in this completely, totally old-world thought about how you schedule people,” he said.
(中譯見下方)
Hotel companies need to become more dynamic in how they help people self-schedule, Hoplamazian said.
Mark Hoplamazian接著說：「我們早已困在這模式當中，全然是以舊世界的思維來安排人力。旅館業者在協助員工安排工時的時候，需要更具備靈活思考能力。」
In the U.K., following both Brexit and the start of the pandemic, hotels lost a great number of employees because 60% of the hospitality, travel and tourism workers come from the European Union, IHG Hotels & Resorts CEO Keith Barr said.
洲際酒店集團執行長Keith Barr表示，在英國脫歐及新冠肺炎疫情大流行之初，英國的旅館業流失龐大的員工，因為英國的旅遊觀光及住宿業之從業人員有六成來自歐盟國家。
“All of a sudden, they go home, they can’t come back,” he said. “They find new jobs, and you’re looking around and trying to find someone.”
Keith Barr說：「突然間，眾多員工被迫返回家鄉(母國)，他們無法再回到英國。他們找到了新的工作，而你卻正急著四處尋找新員工。」
Barr said he’s been working with the U.K. government, explaining there aren’t enough people in the country and the infrastructure isn’t there. Officials must encourage immigration to have enough workers, he said, adding that the U.S. has a similar issue.
Keith Barr接著說，他一直與英國政府交涉、接洽，說明英國境內的勞動力不足且基礎建設也不夠。英國官員必須促進移民與入境政策才能讓境內有足夠的勞動力，美國也有類似的情況，Keith Barr 附帶一提。
While agreeing with his co-panelists, Nassetta said the labor issue has been correcting itself over time. When the conference met last in November, the situation was dire, but since then the labor shortage has moderated.
希爾頓集團董事長暨執行長Chris Nassetta同意與會講者的看法，並表示旅館產業的勞動力問題已經隨著時間有所改善。去年11月大會召開期間，人力狀況十分迫切危急，但那之後勞力短缺的情況已好轉些。
People were concerned for their health, had childcare or elderly care issues and other reasons keeping them from returning to work, Nassetta said. Many workers shifted over to retail, technology and other sectors. Now, people have generally sorted out the concerns keeping them from coming back, and those other sectors have been downsizing to some degree after the holidays.
Chris Nassetta接著說，人們過去曾擔憂自身健康因素、孩童與長輩的照顧問題以及其他理由阻止他們返回旅館工作崗位。許多勞動力轉向到零售業、科技業及其他業界領域。如今，人們大致上已釐清阻止其返回旅館業的憂慮為何，同時，其他業界在長假、節慶過後也開始縮減人事規模至一定程度(因此人力釋出之際，旅館業也有機會接收)。
“It will probably take another couple of years, and it was tough before COVID, so it’s not going to be easy, but I think it will be normalized over the next year,” he said.
Chris Nassetta說：「這樣的人力問題很有可能得再花上數年才能緩解，只是這比疫情前還來得棘手，所以此事不好解決，但我認為情況在明年過後有機會正常化一些。」
Sustainability(永續發展)
Accor has a goal of removing 100% of single-use plastics from its properties by the end of 2022, Bazin said. The only region it’s running into trouble is in South America because of concerns over drinking tap water, but they’re still working on possible solutions, he said.
雅高集團總裁暨執行長Sébastien Bazin表示，雅高集團在2022年底前要達成「旗下據點完全淘汰一次性使用的塑膠製品(例如:塑膠瓶裝水)」之目標，而唯一一個有產生問題的地區是南美洲，這來自於直接飲用自來水的憂慮，不過當地的雅高酒店據點仍持續尋求可能的解決方案。
Overall, it’s a commitment to make this change happen, but it has to be done at each hotel, Bazin said. It’s the same with managing carbon emissions.
Sébastien Bazin接著表示，整體來說，這是個讓改變成真的企業承諾，不過這必須在每一間酒店都落實才行。管理碳排放的集團政策也是如此。
“If you don’t have it per hotel, per brand, you’re never going to be able to solve it,” he said.
「如果你不在每一間酒店實行，每一個品牌實施，你將永遠無法解決這環保永續的問題。」Sébastien Bazin說道。
*筆者按：近期入住台北桃園華航桃園機場飯店就蠻深刻體會到這方面，房內用大瓶裝水，備品項目也較其他旅館酒店少(應該是有需要才給)，建議旅客可攜帶環保杯(瓶)入住，或至健身中心門口的飲水機以空瓶重複裝水。
The European-listed companies are under more regulatory pressure for sustainability efforts, Barr said. IHG has made its commitment to the 1.5-degree Celsius campaign by the Science Based Targets initiative. It also committed to reduce its level one, two and three emissions by 46% by 2030 as part of the Race to Zero.
What’s difficult about reaching those goals is that 80% of the hotels IHG will have in 2030 have been built, so it’s a matter of figuring out how to take the existing buildings and making them more energy efficient, he said.
Keith Barr說，達成上述目標的困難之處在於洲際集團在2030年所擁有的酒店據點中，有八成都已興建完成，於是，如何解決既存建築物的能源效率問題就顯得重要。
IHG has been making a big push for renewable energy in the U.S., but that was easier before the current energy crisis, Barr said. Now, everyone is looking at how to build their prototypical brands as zero to low-carbon archetypes.
Keith Barr接著說，洲際集團已在美國強力推動再生能源的使用，不過這在目前的能源危機(→應指烏俄戰爭所造成的全球能源危機)之前較易推行。現今，每個業者都在觀注如何把各自的品牌原型轉變成零碳至低碳程度的模式。
“It’s going to be hard, because we actually need to decarbonize the grid,” he said. “We need governments to take a very strong position in going forward because industries can be a big part of the solution, but they can’t solve it by themselves.”
Keith Barr表示：「這工作不會是件容易的事，因為我們實際上需要的是電力供應網層面的減碳。我們需要政府採取十分強硬的立場帶領所有人在減碳之路上向前行，因為各產業能扮演一大部份的解決問題者，但業者們不能僅憑一己之力達成減碳目標。」
The new Securities and Exchange Commission reporting requirement draft would have the U.S. close behind the EU’s requirements, Capuano said. Irrespective of the regulatory environment, customers and prospective future employees are as demanding as they’ve ever been about sustainability efforts.
萬豪集團執行長Tony Capuano表示，新版美國證券交易委員會的財報要求草案能讓美國得以緊跟在歐盟的要求、標準之後。姑且不論法規限制的狀況，現今的顧客以及可能的未來員工都相當要求公司企業的環保永續作為，就好像他們知道怎麼做一樣。
“The number of group and corporate contracts that require a statement on our sustainability efforts is higher than it’s ever been,” he said. “As we all participate in this fight for talent, that prospective future associate wants to find a company who has not only public statements about sustainability goals, but a demonstrated track record against those goals is an increasingly important part of their decision about where they’re going to go work.”
Tony Capuano接著說：「另外，我們在團體與公司合約中，被要求提出環保永續的官方聲明之數量是前所未有的高。而所有旅館業者都參與的搶人才大戰中，這些可能的未來員工(人才)都想找到一間除了有提出環保永續目標的公開聲明並且公佈相關的進展、成效記錄的公司，如此的觀念想法對於這些人才的求職抉擇上扮演了日益重要的角色。」
Sustainability is not an area in which hoteliers should compete, Nassetta said, adding that he is proud of the work the industry has done collectively.
希爾頓集團董事長暨執行長Chris Nassetta表示，環保永續議題不是旅館業者們應該角力的戰場，而他對於業界目前所齊心做出的努力感到驕傲。
“I think we have a lot more to do together,” he said. “I think we have an amazing future, for all the reasons we’ve been talking about — not just short or intermediate, but over the very long term.”
Chris Nassetta說：「我覺得我們仍有很多環保永續的部份尚待同心協力去做。而就我們所討論的種種，我認為我們會有個非常棒的未來─ 但這並非一蹴可幾或中期可見，而是以相當長遠的時間來看。」
Climate change is an existential risk to hospitality, and if the industry is not careful, there will be government regulations put in place that could truncate hoteliers’ opportunities, Nassetta said.
Chris Nassetta接著表示，氣候變遷對於旅館產業是個攸關生存的危機，如果旅館產業沒有小心因應，那麼政府當局就會以相關法規採取行動，如此就可能造成旅館業者的商機縮水。
“Sharing best practices in this arena when each of us figure something out and how to crack the code a little bit better is going to be necessary,” he said.
「在業界中，當我們每一個都能在解決某些問題或者有處理難題的較好方法之際，分享出這些最適切的實務操作，如此的交流分享是必需的。」Chris Nassetta說道。
Editor’s note: Chris Nassetta serves on Hotel News Now’s parent company CoStar Group’s board of directors.
編輯附註：Chris Nassetta本身也兼任Hotel News Now母公司CoStar 集團的董事會成員之一。
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