CN106845751A - A kind of wisdom hotel is to customer service business decision commanding control system - Google Patents
A kind of wisdom hotel is to customer service business decision commanding control system Download PDFInfo
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- CN106845751A CN106845751A CN201610974732.XA CN201610974732A CN106845751A CN 106845751 A CN106845751 A CN 106845751A CN 201610974732 A CN201610974732 A CN 201610974732A CN 106845751 A CN106845751 A CN 106845751A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063114—Status monitoring or status determination for a person or group
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06398—Performance of employee with respect to a job function
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/12—Hotels or restaurants
Abstract
The invention discloses a kind of wisdom hotel to customer service business decision commanding control system, including employee's task acquisition device, comprehensive location tracking subsystem, staff's benefits subsystem and service analysis decision command control subsystem；Employee holds employee's task acquisition device；Described comprehensive location tracking subsystem is positioned to employee；Described staff's benefits subsystem is used to manage the master data and task data of employee；Described service analysis decision commanding control subsystem is used for task of the real-time statistics from hotel operating, employee's data of the real-time location tracking data of employee and staff's benefits subsystem according to comprehensive location tracking subsystem, comprehensive analysis decision-making performs the employee of task, and task is pushed into employee's task acquisition device.Be incorporated into the hotel staff of hotel's goods and materials, installations and facilities and the service of all participation hotel operatings and management in a management platform by the present invention, and hotel staff is kept in touch in real time by intelligent mobile handheld terminal with system.
Description
Technical field
The present invention relates to a kind of wisdom hotel to customer service business decision commanding control system.
Background technology
Nowadays requirement of the people to hotel be not limited only to live, the requirement to hotel be it is multi-functional,
Inhabitation, meeting, office, leisure, amusement can not equally be lacked.Do not only have substantial amounts of five-star hotel now, in addition also have super five-pointed star,
Six star hotels, are that what reason promotes these hotels to seem unusual；In addition to the finishing class of building itself, hotel
Service Management New technical use be also on one side, but really promote these hotels it is superior to others be high-tech, intelligent produce
The extensive use of product.
In the hotel of traditional hotel or information system management, hotel need to be set different to ensure effectively to run in order
Department, carries out the division of labor of different functions, and by means such as human resource management and task managements, with the regular meeting passed on step by step and
The mode sent up to the higher level for approval step by step is organized work, and is operated performance appraisal to employee by monthly or year-end occurrences in human life examination.
This task is passed on step by step, and the traditional approach that examination ＆ approval are reported step by step, existence information is asymmetric, and communication link is more, inefficiency, with
And human resources input is more, the problems such as summary responses can not be obtained to customer service business, and it is low to ultimately result in hotel management efficiency
Under, operation cost increases, and guests' satisfaction cannot be constantly improve, the Industry such as hotel's income reduction.
The content of the invention
It is an object of the invention to overcome the deficiencies in the prior art, there is provided a kind of wisdom hotel is to customer service business decision commanding control
System processed.
The purpose of the present invention is achieved through the following technical solutions：A kind of wisdom hotel is to customer service business decision commanding control
System processed, including employee's task acquisition device, comprehensive location tracking subsystem, staff's benefits subsystem and service analysis decision refer to
Wave control subsystem；Employee holds employee's task acquisition device；Described comprehensive location tracking subsystem is positioned to employee；
Described staff's benefits subsystem is used to manage the master data and task data of employee；Described service analysis decision commanding control
Subsystem is used for task of the real-time statistics from hotel operating, and positioning is chased after the employee according to comprehensive location tracking subsystem in real time
Employee's data of track data and staff's benefits subsystem, comprehensive analysis decision-making performs the employee of task, and task is pushed to
Employee's task acquisition device.
Described employee's task acquisition device includes mobile handheld terminal.
Described comprehensive location tracking subsystem includes：
WiFi synthesis locating modules：By multiple WIFI hot spot terminals WIFI hot spot is provided to the mobile handheld terminal of employee simultaneously
Mobile handheld terminal is positioned；
Radio frequency identification locating module：Positioned by the radio frequency operation card held to employee；
Video monitoring locating module：It is monitored by the face to employee, is recognized and positioning.
Described comprehensive location tracking subsystem also includes a 3D outdoor scene engine modules, the 3D for setting up wisdom hotel
Outdoor scene, while the positioning result of WiFi synthesis locating module, radio frequency identification locating module and video monitoring locating module is carried out
Display.
Described staff's benefits subsystem includes：
Module for managing files：Essential information, privileges configuration information and instrument unpaired message for managing employee；
Arrange an order according to class and grade management module：For managing the daily information arranged an order according to class and grade of employee；
Attendance management module：For carrying out work attendance to employee according to the information of arranging an order according to class and grade of management module of arranging an order according to class and grade；
Task management module：Timely task, tasks carrying list and historic task for managing employee, described tasks carrying
List includes task definition and task status；
Performance statistical module：Comprehensive performance for managing employee's task performance.
Described attendance management module is used cooperatively with the location data of comprehensive location tracking subsystem.
The essential information of described employee includes name, head portrait, department, post, cell-phone number；Described privileges configuration information
Including system login authority, employee APP logon rights and access permission；Described instrument unpaired message is obtained including employee's task
Device information, including model, ID and MAC Address.
Described head portrait is used cooperatively with the location data of comprehensive location tracking subsystem.
Described employee's task acquisition device also provides for the completion status of employee's real-time update task, and employee passes through member
Work task acquisition device sends task status number to service analysis decision commanding control subsystem and/or staff's benefits subsystem
According to.
Described task is included to customer service business business everyday tasks, guests' transient service demand task, engineering equipment burst
Situation task and Hotel Operation and Management routine maintenance task.
The beneficial effects of the invention are as follows：The present invention for current hotel management present situation, by hotel's goods and materials, installations and facilities,
And the hotel staff of all participation hotel operating services and management is incorporated into a management platform, hotel's work
Personnel are kept in touch in real time by the employee APP of intelligent mobile handheld terminal with wisdom Hospitality management system, and the business of guests is needed
Ask and personalized demand can form real time service task in system.Specifically：
（1）Various employee's positioning methods：By WIFI hot spot terminal, radio frequency operation card identification terminal respectively to the mobile hand of employee
Hold terminal, radio frequency operation card and positioned, while being captured when passing through video monitoring and recognition of face terminal and comparing employee
Identity, three of the above means can capture employee, in combination with these identification equipments being distributed in hotel in hotel's 3D outdoor scenes
Demarcation on figure, can be accurately captured current location of the employee in hotel naturally；
（2）Every the source of task, priority, work post are differentiated receiving, while including in cooperation staff's benefits subsystem
Task situation of the post and technical ability of employee in interior attribute and each employee currently at hand, and according to hotel 3D outdoor scene engines
Employee real-time region position location information in subsystem, decision-making sets when the mobile handheld terminal who employee is bar task push to
It is standby.
Brief description of the drawings
Fig. 1 is block diagram of the present invention.
Specific embodiment
Technical scheme is described in further detail below in conjunction with the accompanying drawings：As shown in figure 1, a kind of wisdom hotel is to visitor
Service and decision-making command and control system, including employee's task acquisition device, comprehensive location tracking subsystem, staff's benefits subsystem and
Service analysis decision commanding control subsystem；Employee holds employee's task acquisition device；Described comprehensive location tracking subsystem
Employee is positioned；Described staff's benefits subsystem is used to manage the master data and task data of employee；Described clothes
Business analysis decision command control subsystem is used for task of the real-time statistics from hotel operating, according to comprehensive location tracking subsystem
The real-time location tracking data of employee and staff's benefits subsystem employee's data, comprehensive analysis decision-making perform task member
Work, and task is pushed into employee's task acquisition device.
In the present embodiment, described employee's task acquisition device includes mobile handheld terminal, such as mobile phone or flat board
Computer etc..
Described comprehensive location tracking subsystem includes：
WiFi synthesis locating modules：By multiple WIFI hot spot terminals WIFI hot spot is provided to the mobile handheld terminal of employee simultaneously
Mobile handheld terminal is positioned；
Radio frequency identification locating module：Positioned by the radio frequency operation card held to employee；
Video monitoring locating module：It is monitored by the face to employee, is recognized and positioning.
Described comprehensive location tracking subsystem also includes a 3D outdoor scene engine modules, the 3D for setting up wisdom hotel
Outdoor scene, while the positioning result of WiFi synthesis locating module, radio frequency identification locating module and video monitoring locating module is carried out
Display.
Specifically, employee manages according to the work team of system go to work, during working, mobile handheld terminal equipment（Such as mobile phone）
Because the APP of work needs, it is necessary to connect hotel wifi all the time, wifi possesses positioning function, the access card of radio frequency（At a distance
Composite card closely, positions, in the range of 5~20 meters for gate inhibition and radio frequency）, also possess positioning function, it is distributed in hotel
Camera in public domain, possesses face identification functions, can at any time capture and compare worker, and three of the above means can catch
Employee is grasped, in combination with demarcation of these identification equipments being distributed in hotel on hotel's 3D realistic pictures, naturally can be accurate
Capture current location of the employee in hotel.
Described staff's benefits subsystem includes：
Module for managing files：Essential information, privileges configuration information and instrument unpaired message for managing employee；
Arrange an order according to class and grade management module：For managing the daily information arranged an order according to class and grade of employee；
Attendance management module：For carrying out work attendance to employee according to the information of arranging an order according to class and grade of management module of arranging an order according to class and grade；
Task management module：Timely task, tasks carrying list and historic task for managing employee, described tasks carrying
List includes task definition and task status.Wherein, timely task be produce in real time, report and employee receive task, can
Be able to can be stored in the task queue of employee in advance, go to work in the employee morning one, system just distributes appointing for task+interim burst allocation all day
Business, forms task list；Tasks carrying list includes being carrying out for task, starts to perform（System obtains state, is easy to statistics
Management（Also busy extent, system decides whether to send task））, feedback of status after the completion of tasks carrying（Normally complete state,
The reason for can not completing, system of returning turns group or directly distributes other employee）.
Performance statistical module：For the comprehensive performance of the task performance in keeper's work day/week/month/season/year etc..
In the present embodiment, described attendance management module coordinates with the location data of comprehensive location tracking subsystem and makes
With.Such as according to order of classes or grades at school, to certain time, work attendance is carried out by employee's location data of comprehensive location tracking subsystem.
In the present embodiment, the essential information of described employee includes name, head portrait, department, post, cell-phone number；It is described
Privileges configuration information include system login authority, employee APP logon rights and access permission；Described instrument unpaired message bag
Include employee's task acquisition device information, including model, ID and MAC Address.
In the present embodiment, described head portrait is used cooperatively with the location data of comprehensive location tracking subsystem.Such as match somebody with somebody
Closing video monitoring locating module carries out recognition of face etc..
Described employee's task acquisition device also provides for the completion status of employee's real-time update task, and employee passes through member
Work task acquisition device sends task status number to service analysis decision commanding control subsystem and/or staff's benefits subsystem
According to.
Task described in the present embodiment include to customer service business business everyday tasks, guests' transient service demand task,
Engineering equipment emergency case task and Hotel Operation and Management routine maintenance task.
It is corresponding, a business management subsystem is also included in the present embodiment.Business management subsystem is used for hotel
Interior business is managed to objective service business, and generates corresponding business task and report service analysis decision commanding control
Subsystem；The business management subsystem of wisdom Hospitality management system carries out hotel business management, as hotel operates, can produce
Different business tasks, business management system carries out hotel's interior business and service management of being engaged in customer service, and generates corresponding industry
Business task.
It is corresponding, a task engineering information processing subsystem is also included in the present embodiment.The treatment of task engineering information
Subsystem is used to receive in hotel public domain or the fault message of the equipment for possessing fixed ID in engineering equipment region, and
Service analysis decision commanding control subsystem is reported after generation task.
Wherein, engineering information management subsystem can coordinate 3D to build at the beginning of system creation according to the physical region in hotel
Mould, meanwhile, engineering equipment and its terminal are provided with the ID of fixed Electronic Numbering or fixation, so as to set up engineering equipment
3D realistic pictures distribution map；Once some equipment breaks down, meeting its ID of auto-associating, its regional location is reported automatically
Give service analysis decision commanding control subsystem；Engineering information processing subsystem is mainly for hotel public domain or engineering equipment
Region.
It is corresponding, a terminal module management subsystem is also included in the present embodiment.Described terminal module management
System is used to receive the fault message of the equipment in guest room, and service analysis decision commanding control is reported after generation task
System.
Wherein, terminal module management subsystem is all under the control of guest room intelligent control module mainly in guest room
Equipment in guest room；Guest room intelligent control module possesses unique ID, when system initialization is created, this ID and guest room room number, 3D realities
Scape figure is associated.
More than, either from hotel's interior business, to objective service business, or set inside engineering equipment, and guest room
The service business task that the business of the several respects such as standby or equipment fault are initiated, or engineering maintenance task, can upload to
In analysis decision command control subsystem.
In addition, analysis decision command control subsystem differentiate after task is received every source of task, priority,
Work post, while including that the post of employee and technical ability are current in interior attribute and each employee in cooperation staff's benefits subsystem
Bar is worked as in task situation at hand, and the employee real-time region position location information in hotel 3D outdoor scene engine modules, decision-making
Task pushes to the mobile handheld terminal equipment of who employee.
Claims (10)
1. a kind of wisdom hotel is to customer service business decision commanding control system, it is characterised in that：Including employee's task acquisition device, comprehensive
Close location tracking subsystem, staff's benefits subsystem and service analysis decision command control subsystem；Employee holds employee's task
Acquisition device；Described comprehensive location tracking subsystem is positioned to employee；Described staff's benefits subsystem is used to manage
The master data and task data of employee；Described service analysis decision commanding control subsystem is used for real-time statistics and comes from hotel
The task of operation, the member of the real-time location tracking data of employee and staff's benefits subsystem according to comprehensive location tracking subsystem
Number evidence, comprehensive analysis decision-making performs the employee of task, and task is pushed into employee's task acquisition device.
2. a kind of wisdom hotel according to claim 1 is to customer service business decision commanding control system, it is characterised in that：It is described
Employee's task acquisition device include mobile handheld terminal.
3. a kind of wisdom hotel according to claim 1 is to customer service business decision commanding control system, it is characterised in that：It is described
Comprehensive location tracking subsystem include：
WiFi synthesis locating modules：By multiple WIFI hot spot terminals WIFI hot spot is provided to the mobile handheld terminal of employee simultaneously
Mobile handheld terminal is positioned；
Radio frequency identification locating module：Positioned by the radio frequency operation card held to employee；
Video monitoring locating module：It is monitored by the face to employee, is recognized and positioning.
4. a kind of wisdom hotel according to claim 3 is to customer service business decision commanding control system, it is characterised in that：It is described
Comprehensive location tracking subsystem also include a 3D outdoor scene engine modules, the 3D outdoor scenes for setting up wisdom hotel, at the same will
The positioning result of WiFi synthesis locating module, radio frequency identification locating module and video monitoring locating module is shown.
5. a kind of wisdom hotel according to claim 1 is to customer service business decision commanding control system, it is characterised in that：It is described
Staff's benefits subsystem include：
Module for managing files：Essential information, privileges configuration information and instrument unpaired message for managing employee；
Arrange an order according to class and grade management module：For managing the daily information arranged an order according to class and grade of employee；
Attendance management module：For carrying out work attendance to employee according to the information of arranging an order according to class and grade of management module of arranging an order according to class and grade；
Task management module：Timely task, tasks carrying list and historic task for managing employee, described tasks carrying
List includes task definition and task status；
Performance statistical module：Comprehensive performance for managing employee's task performance.
6. a kind of wisdom hotel according to claim 5 is to customer service business decision commanding control system, it is characterised in that：It is described
Attendance management module used cooperatively with the location data of comprehensive location tracking subsystem.
7. a kind of wisdom hotel according to claim 5 is to customer service business decision commanding control system, it is characterised in that：It is described
Employee essential information include name, head portrait, department, post, cell-phone number；Described privileges configuration information includes system login
Authority, employee APP logon rights and access permission；Described instrument unpaired message includes employee's task acquisition device information, bag
Include model, ID and MAC Address.
8. a kind of wisdom hotel according to claim 7 is to customer service business decision commanding control system, it is characterised in that：It is described
Head portrait used cooperatively with the location data of comprehensive location tracking subsystem.
9. a kind of wisdom hotel according to claim 1 is to customer service business decision commanding control system, it is characterised in that：It is described
Employee's task acquisition device also provide for the completion status of employee's real-time update task, employee obtains dress by employee's task
Put and send task status data to service analysis decision commanding control subsystem and/or staff's benefits subsystem.
10. a kind of wisdom hotel according to claim 1 is to customer service business decision commanding control system, it is characterised in that：Institute
Stating for task include to customer service business business everyday tasks, guests' transient service demand task, engineering equipment emergency case task and
Hotel Operation and Management routine maintenance task.
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| CN201610974732.XA CN106845751A (en) | 2016-11-07 | 2016-11-07 | A kind of wisdom hotel is to customer service business decision commanding control system |
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| CN201610974732.XA CN106845751A (en) | 2016-11-07 | 2016-11-07 | A kind of wisdom hotel is to customer service business decision commanding control system |
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ID=59145690
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| CN107993301A (en) * | 2018-02-28 | 2018-05-04 | 广州市勤思网络科技有限公司 | Human face identification work-attendance checking system based on WiFi |
| CN108174046A (en) * | 2017-11-10 | 2018-06-15 | 大连金慧融智科技股份有限公司 | A kind of personnel monitoring system and method for call center |
| CN108416519A (en) * | 2018-02-28 | 2018-08-17 | 深圳春沐源控股有限公司 | A kind of guest room method for allocating tasks, server and computer readable storage medium |
| CN109670737A (en) * | 2019-02-28 | 2019-04-23 | 卓骏(广州)科技有限公司 | A kind of customer service smart allocation method applied to wisdom hotel |
| CN111681332A (en) * | 2020-06-11 | 2020-09-18 | 武汉伯乐一雇网络技术有限公司 | Image card punching software for online office |
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Application publication date: 20170613 |
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