Purpose

Gen Z, the largest and fastest-growing consumer generation, is transforming the hospitality industry as both customers and employees. By critically synthesizing empirical literature, this study aims to explore how this generation’s distinct behaviors are reshaping customer expectations and workforce trends within the sector.

Design/methodology/approach

A critical synthesis of empirical studies was used to examine current research on Gen Z as customers and employees in the hospitality industry.

Findings

Gen Z exhibits distinct preferences and expectations in their dual roles as customers and employees, prompting substantial shifts in hospitality industry standards and practices. They rely heavily on digital channels and peer recommendations when making travel decisions and expect highly personalized, tech-enabled experiences. This young cohort of travelers values unique, authentic and sustainable offerings. As employees, Gen Z prioritizes flexible work arrangements, career growth and workplaces aligned with sustainability, diversity and social responsibility. Hospitality providers must adapt their customer experience, marketing and HR strategies to meet these evolving demands.

Practical implications

To engage Gen Z customers and employees in the hospitality industry effectively, businesses must prioritize personalized experiences, leverage technology and adopt sustainable practices aligned with Gen Z’s social and environmental values. Moreover, offering adaptable work environments with remote opportunities and investing in professional development enhances appeal for Gen Z employees. Understanding Gen Z’s values and behaviors can help businesses improve customer satisfaction, attract top talent and remain competitive in a rapidly evolving market.

Originality/value

This study represents a preliminary endeavor to provide a critical assessment of Gen Z in the hospitality and tourism sector, offering novel insights into their travel behaviors, preferences and work values. It explores their expectations, attitudes toward work and career choices, offering guidance on how businesses can meet the evolving demands of this key demographic.

中文翻译：

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Z 世代时代的酒店业：对不断变化的客户和员工期望的批判性反思

 目的

Z 世代是规模最大且增长最快的消费者一代，他们作为客户和员工正在改变酒店业。通过批判性地综合实证文献，本研究旨在探索这一代人的独特行为如何重塑该行业内的客户期望和劳动力趋势。

设计/方法论/途径

通过对实证研究的批判性综合来检验当前关于 Z 世代作为酒店业客户和员工的研究。

 发现

Z 世代在作为客户和员工的双重角色中表现出独特的偏好和期望，促使酒店行业标准和实践发生重大转变。他们在做出旅行决策时严重依赖数字渠道和同行推荐，并期望高度个性化、技术支持的体验。这群年轻的旅行者重视独特、真实和可持续的产品。作为员工，Z 世代优先考虑与可持续性、多样性和社会责任相一致的灵活工作安排、职业发展和工作场所。酒店服务提供商必须调整其客户体验、营销和人力资源策略，以满足这些不断变化的需求。

 实际意义

为了有效地吸引 Z 世代客户和酒店业员工，企业必须优先考虑个性化体验、利用技术并采用符合 Z 世代社会和环境价值观的可持续实践。此外，提供具有远程机会的适应性工作环境以及对专业发展的投资增强了对 Z 世代员工的吸引力。了解 Z 世代的价值观和行为可以帮助企业提高客户满意度、吸引顶尖人才并在快速发展的市场中保持竞争力。

 原创性/价值

这项研究代表了对 Z 世代在酒店和旅游业的批判性评估的初步努力，为他们的旅行行为、偏好和工作价值观提供了新颖的见解。它探讨了他们的期望、对工作和职业选择的态度，为企业如何满足这一关键人群不断变化的需求提供指导。