In today’s society, what does a hotel owner rely on for a living?

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In today’s era of rapid technological development, the word intelligence is flooded in major media. In the hotel industry where I work, various intelligent hotels have been emerging in recent years. These smart hotels are either committed to the intelligence of hardware equipment: smart hot water systems, smart air conditioning systems, smart entertainment systems, and smart curtain systems. . . . . , should we not emphasize intelligent solutions for local service functions such as mobile APP reservation software and self-service guest check-in equipment. Smart hotels are currently becoming more of a tool to enhance the hotel's image, attract guests' attention, and differentiate marketing, or it can be said to be a publicity gimmick.

There is a joke like this: A rich man checked into a top international fashion chain hotel in Hong Kong. Because he didn’t know how to turn off the TV, he struggled for a long time and had no choice but to cover the TV with a bed sheet and sleep. One night. I would like to ask, is this kind of intelligence needed by residents?

As a computer major in college and a practitioner who has been engaged in hotel management for more than ten years, I would like to discuss how hotels need to be intelligent from the perspective of hotel operations.

The hotel industry is a service industry, which essentially emphasizes service. A hotel is a place that provides a high-quality short-term stay environment for business travelers. On a more micro level, a hotel is a place that provides a high-quality sleeping environment for guests. This is also the most commonly used advertising slogan for budget hotels that have risen rapidly in recent years.

Since the emphasis is on service, how to enable the service provider, the hotel staff, to better serve guests, is where intelligence should focus. Hotels are also enterprises. While providing good customer service, how to achieve revenue generation and reduce expenditure is also an issue that needs to be considered in the hotel's daily operations through hotel intelligence.

As we all know, all formal hotels are using hotel management systems, and the daily management of the hotel also revolves around this system. This is a product of the 1980s and 1990s. Its principle is to connect the hotel's front office, guest room department and finance department through computer wired LAN to realize hotel check-in, check-out, room status control and financial management. standardized management operations. The data flow within the hotel management system is essentially the flow of funds, and all functional modules are implemented around the management and control of funds.

With the advancement of information technology, especially the emergence of mobile Internet in recent years, the limitations of the existing hotel management system have gradually emerged: the fixed position of the system PC terminal makes the check-in and check-out peaks Guests are waiting in line at the front desk; guest room room management is still in the initial stage of room status modification, and the waiter prints a form based on room status to guide the room; material management is only a simple entry and exit management. Due to the particularity of hotel material distribution (most Materials have been distributed in guest rooms and linen carts for a long time), and it is impossible to actually manage the use of items; the hotel management system does not provide equipment management functions, and equipment maintenance is still limited to the intercom and repair orders, and the use of equipment cannot be archived. . . . . .

In view of this, I believe that hotel intelligence should first start with upgrading the hotel's computer management system, introducing mobile Internet technology, and upgrading the original hotel management system from the concept of connecting departments to the hotel's Every employee is connected to create a mobile assembly line for hotel operations, allowing the daily operations of the hotel to control workflow and item flow under the premise of financial control.

In order to distinguish it from the traditional hotel management system, and the main functions implemented are also very different, I define this intelligent solution for hotel operations as a "hotel operation system".

The hotel operation system uses mobile terminals such as smartphones and tablets and PCs to connect hotel managers, sales staff, front office staff, Room staff, financial staff and engineering staff join forces to realize sales, reservations, room reservations, check-in, check-out, and guest room making (linen removal, linen removal, etc.) by splitting and re-optimizing the hotel's existing operating procedures. (including sanitation, making beds), check-in order pre-processing, guest file batch processing, hotel item management, equipment management and other operational processes;

I believe that the hotel operation system is a new type of hotel operation system The emergence of enterprise-level application software in the industry can reflect the following advantages in serving guests:

Before check-in:

The hotel operation system emphasizes that as much as possible, Make all preparations before guests check in, allow them to check in quickly when they arrive, and provide guests with personalized services in the store based on their hotel habits recorded in their guest history files; break down important and urgent matters through processes and reconstruct them Become important but not urgent;

In the store:

1. The use of mobile smart terminals allows front desk staff to help guests check in and check out at any location in the front hall. Waiting for procedures. Achieve quick diversion of passenger flow during peak periods and provide guests with a comfortable check-in experience;

2. One mobile terminal (smartphone) for each person ensures that hotel staff such as front office staff and room staff can record guest services at any time According to the needs of guests, it can provide fast service to guests and facilitate the collection of data such as guest consumption and hotel habits, so as to realize the recording of guest files on call;

3. Simplify tedious business operations and make the front office more convenient. and sales staff have more time to communicate with guests, better understand guest needs, and continuously improve hotel services;

4. The hotel operation system also changes the hotel's traditional room making model from the operating process. The operation of a room attendant in a traditional hotel is broken down into three intelligent assembly line processes of removing linen, cleaning, and making the bed. From the process, the occurrence of unhygienic phenomena such as the waiter wiping the floor with dirty linen is eliminated, and according to the Tomorrow's occupancy of the guest room determines the execution of the bed-making process, which also ensures that the linens used by guests are the cleanest and prevents bed sheets, quilt covers and other items from being spread in the room for long periods of time.

After leaving the hotel:

The hotel operation system not only solves the transformation of the hotel's internal processes, but also considers the root causes of guests staying in the hotel and provides mobile APP application tools for customer relationship maintenance. Only by fully understanding why guests stay in hotels can guests remember the hotel and become inseparable from the hotel. (I will discuss with you in another article how to provide hotels with solutions to maintain guest relationships based on the most fundamental needs of guests.)

Emphasis on customer service, and then from Analyze the advantages of the hotel operation system from the perspective of increasing revenue and reducing expenditure:

1. Intelligent assembly line operations improve work efficiency and save manpower;

2. Mobile terminals record the work of each employee Records provide a basis for the hotel's quantitative management and make management more fair, just and open.

3. The new room-making process of the hotel operation system not only ensures the hygiene of the guest rooms, but also improves the turnover rate of linens and other materials, reduces material loss and extends the service life of items purchased in the same batch;< /p>

4. The use of smart mobile terminals allows the system to record in real time the distribution of all materials in warehouses, guest rooms, house-making processes, and cleaning processes, avoiding the invisibility, loss, and duplication of materials. The waste of procurement;

5. The use of smart mobile terminals allows the system to record the distribution, repair and maintenance status of all hotel equipment and facilities in real time, realizing the management advocated by the hotel that hotel equipment maintenance is more important than repair. concept to extend the service life of equipment.

Equivalent to the traditional hotel management system that focuses on the control of money, the hotel operation system places more emphasis on the circulation of people and goods. The key to the implementation of any hotel intelligent solution is the use of hotel employees.

Service is a behavior between people. Without the human element, if we simply expect cold machines to replace service personnel to provide services to guests, the hotel is spared, but has it considered the feelings and experience of the guests?

Hotel intelligence is a very broad topic, and it is also a topic that can be continuously discussed with the continuous innovation of technology. As one of many hotel practitioners, I believe that it can help hotels improve customer service. Quality and intelligence that improves the quality of hotel operations are the intelligence that guests need. Of course, it is also the intelligence that hotels need.