酒店业如何实现企业、顾客、员工利益统一的思考

酒店的企业文化特质是企业竞争力的重要组成部分。当前行业内很多有关酒店企业文化的研究和实践,往往基于酒店业竞争激烈、完全依赖顾客的特点,把顾客置于至高无上的地位;又或基于酒店业＂地位＂不高,人才稀缺的问题,把员工看作企业最重要的资源甚至生命。但从经营实践来看,单一的理念只能导致企业的短期行为。企业要实现健康、可持续的发展,必须合理调节企业、顾客、员工三者的利益关系,使之互相促进,互为动力,实现三者的利益统一。

On Unifying the Benefit among Enterprises,Customers and Employees in Hotel Industry

The enterprise culture is an important part of the hotel enterprise competitiveness. Many researches and practices about hotel culture often put the customers in a high position due to the fierce competition and customer- depend- enee in hotel industry, or treat the employees as the most important resource due to the lack of talents. However, accord- ing to the actual experiences, a partial idea would lead to a short - term behavior. To achieve healthy and sustainable development, it＇s necessary to handle the relations among the hotel enterprises, customers and employees.