In today's era of rapid development of science and technology, the word "intelligence" is full of major media. In the hotel industry I am engaged in, various intelligent hotels have appeared in recent years. These smart hotels are either committed to the intelligentization of hardware equipment: intelligent hot water system, intelligent air conditioning system, intelligent entertainment system and intelligent curtain system. . . . . , or intelligent solutions that emphasize local service functions such as mobile APP reservation software and guest self-service equipment. At present, smart hotels have increasingly become a tool to enhance hotel image, attract guests' attention and differentiate marketing, or a publicity stunt.
There is a joke circulating in the street: a local tyrant stayed in a top international fashion chain hotel in Hong Kong. Because he didn't know how to turn off the TV for a long time, he had to cover the TV with a sheet and slept all night. Is this kind of intelligence needed by residents?
As a university computer major who has been engaged in hotel management for more than ten years, I want to discuss how intelligent the hotel needs from the perspective of hotel operation.
Hotel industry is a service industry, which emphasizes service in essence. Hotels are places that provide high-quality short-term accommodation for travelers. At the micro level, a hotel is a place to provide guests with a high-quality sleeping environment. This is also the most commonly used advertising language for budget hotels that have risen rapidly in recent years.
Since service is emphasized, how to make the service provider-hotel staff serve the guests better is the place where intelligence should focus. Hotels are also enterprises. While serving customers well, how to achieve open source and reduce expenditure is also a key issue that hotel intelligence needs to consider in daily operation of the hotel.
As we all know, all regular hotels are using the hotel management system, and the daily management of hotels is also carried out around this system. This is the product of the 1980s and 1990s. Its principle is to connect the front office, housekeeping department and finance department of the hotel through computer wired LAN to realize the standardized management operation of hotel check-in, check-out, room state control and financial management. The data flow inside the hotel management system is essentially capital flow, and all functional modules are realized around the control of funds.
With the progress of information technology, especially the emergence of mobile Internet in recent years, the limitations of the existing hotel management system gradually appear: the fixed position of the PC side of the system makes the guests wait in line at the front desk during the peak check-in and check-out periods; Room state management is still in the primary stage of room state modification, and the waiter carries out room state under the guidance of room state print sheet; Material management is just simple warehouse management. Due to the particularity of hotel materials distribution (most of them are distributed in guest rooms and cloth carts for a long time), it is impossible to actually manage the use of goods. Hotel management system does not provide equipment management function, and equipment maintenance still stays on walkie-talkie and maintenance list for maintenance, so it is impossible to archive equipment usage. . . . . .
In view of this, I think the hotel intellectualization should start with upgrading the computer management system of the hotel, introducing the mobile Internet technology, upgrading the original concept of connecting the hotel management system with departments, connecting every employee of the hotel, and creating a mobile assembly line for hotel operation, so that the daily operation of the hotel can control the workflow and cargo flow under the premise of controllable funds.
In order to be different from the traditional hotel management system, and the main functions are also very different, I define this intelligent solution for hotel operation as "hotel operation system".
The hotel operation system uses mobile terminals such as smart phones and tablet computers and PCs to unite hotel managers, salespeople, front office staff, room staff, financial personnel and engineers through wired and wireless networks (WIFI and mobile phone data signals) to realize sales, reservation, pre-purchase, check-in, check-out and room building (weeding, cleaning, etc.). ) By re-optimizing the existing operation process of the hotel.
In my opinion, the hotel operating system is a new enterprise-level application software in the hotel industry, and its appearance can reflect the following advantages in serving guests:
Before checking in:
The hotel operation system emphasizes to do all the preparations before the guests check in as much as possible, so that the guests can check in quickly after arriving at the store, and according to the guest's check-in habits recorded in the guest calendar file, personalized customized services are realized for the guests in the store; Through process decomposition and reengineering, important and urgent things are turned into important but not urgent things;
In the store:
1, the use of mobile intelligent terminals allows the front desk staff to help guests check in and check out at any position in the lobby. Realize the rapid diversion of passenger flow during peak hours and provide guests with a comfortable accommodation experience;
2. One mobile terminal (smart phone) in each hand ensures that hotel employees such as front desk staff and room staff can record the service needs of guests at any time, provide fast services for guests, facilitate the collection of data such as guest consumption and hotel habits, and realize the on-call access of guest files;
3. Simplify the tedious business operations, so that the front office and sales staff can have more time to communicate with the guests, better understand the needs of the guests, and constantly improve the hotel service;
4. The hotel operation system has also changed the traditional hotel room arrangement mode from the operation process, and decomposed the operation of the traditional hotel room attendant into three intelligent assembly line processes, namely, weeding, cleaning and bed making, so as to prevent the waiter from mopping the floor with dirty linen and other unsanitary phenomena from the process, and the execution of the bed making process is determined according to the occupancy of the room tomorrow, which also ensures that the linen used by the guests is the cleanest and avoids the spread of dust in the room for a long time.
After leaving the store:
The hotel operation system not only solves the internal process transformation of the hotel, but also considers the root cause of guests staying in the hotel, and provides mobile APP application tools for customer relationship maintenance. Only by fully understanding the question of why guests want to stay in a hotel can guests remember the hotel and cannot do without it. I will discuss with you in another article about how to provide a solution to maintain the relationship between guests and hotels from the most fundamental needs of guests. )
Emphasize customer service, and then analyze the advantages of hotel operation system from the perspective of increasing revenue and reducing expenditure;
1, intelligent assembly line operation improves work efficiency and saves manpower;
2. The mobile terminal records the work records of each employee, which provides a basis for the quantitative management of the hotel and makes the management more fair, just and open.
3. The new room making process of the hotel operation system not only ensures the room hygiene, but also improves the turnover rate of linen and other materials, reduces the material loss and prolongs the service life of the same batch of purchased items;
4. When the intelligent mobile terminal is put into use, the system can record the distribution of all materials in various positions and links such as warehouse, guest room, guest room making process and washing process in real time, so as to avoid the waste of materials being invisible, lost and repeatedly purchased;
5. With the intelligent mobile terminal put into use, the system can record the distribution, maintenance and maintenance of all hotel equipment and facilities in real time, realize the management concept that hotel equipment maintenance is more important than maintenance, and prolong the service life of equipment.
The traditional hotel management system attaches importance to the control of money, while the hotel operation system emphasizes the circulation of people and things. The key to the implementation of any hotel intelligent solution is the use of hotel staff. Service is a behavior between people. Regardless of human factors, the hotel simply expects cold machines to provide services for guests instead of service personnel, but does it take into account the feelings and experiences of guests?
Hotel intellectualization is a very extensive topic, and it can also be discussed with the continuous innovation of technology. As a member of many hotel practitioners, I think that the intelligence that guests need is to improve the quality of hotel service and the intelligence of hotel operation. Of course, it is also the intelligence that hotels need.