Uncertainties associated with the global financial crisis are painting a gloomy picture for Hong Kong's tourism and hospitality industry.
A World Tourism Organisation report released this year stated that the global tourism industry in 2009 could experience negative growth of 1 to 2 per cent. And, while visitor arrivals to Hong Kong grew 4.7 per cent year-on-year to 29.5 million last year, a detailed breakdown showed a decline of 0.9 per cent in the fourth quarter due to the global financial crisis.
The Hong Kong Tourism Board has projected a decline of 1.6 per cent in visitor arrivals this year, with growth of 4.1 per cent in the mainland market and 0.4 per cent in short-haul markets offset by a sharp decline of 12.4 per cent in long-hauls. It will probably be a challenge to achieve the projected figure because the economic picture has worsened since the November forecast.
In his annual report statement for 2007-2008, Hong Kong Hotels Association chairman Mark Lettenbichler stated that while the year ahead would undoubtedly be more challenging, 'the strength of our industry will continue to lie in our ability to deliver superior service'.
James Lu, the hotel association's executive director, said: 'We're still reasonably confident that there will be business around. We'll just have to work a bit harder, which means we'll have to increase our service levels and service quality.'
In practical terms, a push towards superior service would mean better anticipating customers' expectations and how to exceed them. Kaye Chon Kye-sung, chair professor of hotel and tourism management and director of the School of Hotel and Tourism Management at the Polytechnic University, said: 'This level of interaction will require a lot of creativity and personalised attention to different services.'
Professor Chon said that Asia in general and Hong Kong in particular had been blessed over many years because the hotel and tourism industry had been well developed and the territory was home to some of the world's best hotels, its best airlines, even one of the region's best airports in Chek Lap Kok.