CN107545354A - A kind of hotel service and management method - Google Patents
A kind of hotel service and management method Download PDFInfo
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- CN107545354A CN107545354A CN201710363510.9A CN201710363510A CN107545354A CN 107545354 A CN107545354 A CN 107545354A CN 201710363510 A CN201710363510 A CN 201710363510A CN 107545354 A CN107545354 A CN 107545354A
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Abstract
The invention discloses a kind of hotel service and management method, and it includes interactive service workflow management module and hotel's internal process management module.The method of work of interactive service workflow management module includes：1st, hotel guest proposes demand for services by hotel system entrance to hotel；2nd, hotel receives guest's demand for services, and carries out authentication to guest；3rd, distribute according to hotel's internal process management module and service；4th, service is completed, and guest is to service payment expense and comments on, and hotel counts to service；The method of work of hotel's internal process management module includes：1st, the initiation of hotel service work order；2nd, the implementation of hotel service work order：The attendant that work order is sent to formulation is implemented；3rd, work order is implemented to terminate, and changes work order state, counts corresponding work order data.The timely respective client of energy of the invention, facilitates client, improves hotel service efficiency, expanded service range, more marketing opportunities and display platform are provided to hotel.
Description
Technical field
The present invention relates to hotel management technical field, more particularly to it is a kind of using it is more convenient, link up be easier, management it is higher
The hotel service of effect and management method.
Background technology
At present, the management service in hotel is all based on what traditional telephone contact center was initiated, or is sent out by short message mode
Take list of working and arrive waiter.With the rise that wechat is applied, also have and distributed by wechat group progress demand for services, and use this
Kind method needs hotel to establish multiple wechat customer groups, and service is initiated in group, and the service of report is in progress.
The shortcomings that certain be present in the above method：
By the way of traditional services center, waiter is difficult to realize exchanging for real time bidirectional with service centre, deposited by short message
Linking up situation not in time.Using wechat mode, statistical analysis can not be carried out to the work order distributed, also do not accomplished targetedly
Assignment work.
Above-mentioned mode, hotel guest can only initiate demand for services by phone or directly to waiter, not formed
Guest and the good interaction of hotel service, guest experience inconvenient.
Therefore, it is necessary to a kind of new hotel management method, to meet each side's demand of guest and hotel side simultaneously, more just
Interaction in guest and hotel side, bring client and preferably experience.
The content of the invention
In order to solve the problems of the prior art, it is an object of the invention to provide a kind of hotel service and management method, its
The convenience of maximum is provided for guest access hotel service, the obstacle got through between guest and service, is provided most for guest
Timely service response, and the efficiency of service in hotel is improved, while service experience of the guest to hotel is improved, also expand
The service range in hotel, provide more marketing opportunities to hotel and displaying is flat.
To achieve these goals, the technical solution adopted by the present invention is：
The invention provides a kind of hotel service and management method, and it includes interactive service workflow management module and hotel's inside stream
Thread management module,
The method of work of the interactive service workflow management module comprises the following steps：
S1, hotel guest propose demand for services by hotel system entrance, to hotel, wherein, the hotel system entrance includes
Mobile APP, wechat service the public number, hotel's small routine service system；
S2, hotel receive guest's demand for services, and to proposing that the hotel guest of demand carries out authentication；
S3, according to hotel's internal process management module distribute service；
S4, service are completed, and guest is to service payment expense and comments on, and hotel counts to service；
The method of work of hotel's internal process management module comprises the following steps：
T1, hotel service work order initiation；
T2, hotel service work order implementation：The attendant that work order is sent to formulation is implemented；
T3, work order are implemented to terminate, and change work order state, count corresponding work order data.
Preferably, the method for the authentication procedures includes following several：
A, guest inputs the identity information of oneself in mobile APP, wechat service the public number, hotel's small routine service system and carried out
Certification；
B, by scanning the Quick Response Code in client place guest room, the identity information of guest is directly determined；
C, in the information or the positional information of small routine that are provided from guest, the identity information of guest is extracted, and access the PMS in hotel
System obtains moving in the information of guest, and the identity information extracted is contrasted with check-in information, confirms the identity of guest.
It is further preferred that the method for the payment expense includes：A, expense is directly included in room account, by system and hotel
PMS system interfaces achieve a butt joint completion；B, consumption and payment is carried out by internet payment mode；C, directly propped up by bank card
Pay.
Still more preferably, the service work order includes daily inside the daily service work order and hotel of guest's initiation
Maintenance and maintenance work order.
Still further preferably, the mode of the daily service work order of guest's initiation passes through mobile APP, the wechat public including guest
A kind of initiation in service number, hotel's small routine service system or liaison mode.Routine repairs and maintenance inside the hotel
Work order is that timing is periodically automatically initiated by PMS systems.
The work order data of the statistics include the workload and operating efficiency for completing work order.
By using above technical scheme, with management method compared with prior art, it has a kind of hotel service of the present invention
Beneficial effect is：
1st, the hotel service using the present invention and management method, can get through hotel guest, service, hotel's PMS systems, allow hotel
Service be more nearly objective Man's Demands, improve the efficiency of service in hotel, while improve service experience of the guest to hotel.
2nd, by the application of this technology, the service that guest can be from many aspects to hotel understands, and also achieves hotel
Line under and online service combination, greatly expanded the service range in hotel, to hotel provide more marketing opportunities and
Display platform.
3rd, the management method of service procedure of the present invention, newest intelligent mobile technology is employed, realizes traditional hotel's clothes
The management of business；And high in the clouds technology is employed, facilitate the deployment, renewal, use of system.
4th, mobile intelligent terminal is passed through to the corresponding flow of guest in the present invention, you can initiate demand for services, more conform to
The daily use habit of guest, and by the combination of multiple terminal software, give guest access hotel service, there is provided maximum side
Just, the obstacle got through between guest and service, most timely service response is provided for guest.
Brief description of the drawings
Fig. 1 is the service procedure logical framework figure of a kind of hotel service of the present invention and management method；
Fig. 2 is the hotel guest order hotel service flow chart of a kind of hotel service of the present invention and management method；
Fig. 3 is to take workflow management figure inside the hotel of a kind of hotel service of the present invention and management method.
Embodiment
To make the object, technical solutions and advantages of the present invention of greater clarity, with reference to instantiation, to the present invention
It is further described.It should be understood that these descriptions are merely illustrative, and it is not intended to limit the scope of the present invention.In addition,
In illustrating below, the description to known features and technology is eliminated, to avoid unnecessarily obscuring idea of the invention.
The present invention covers two portions of interactive service workflow management and hotel's internal services workflow management of guest and hotel
Point, service procedure logical framework figure of the invention is as shown in Figure 1.
Fig. 2 is that hotel guest orders hotel service flow chart, and the system service includes：
C10:Hotel guest proposes demand for services by multiple entrances to hotel.
The service system uses high in the clouds Technical Architecture, and guest can download the mobile APP softwares in installation hotel, can also order
Read the wechat service the public number in hotel.By the APP in hotel, wechat service the public number, guest browses the service that hotel can provide
Content, and order can be carried out to service and placed an order.
If guest is not intended to install APP, subscribes to wechat service the public number, hotel can provide Quick Response Code in coverage
Mark, guest can directly access the small routine service system that hotel provides by wechat two-dimensional code scanning.Guest is in small routine
In, the equivalence provided with APP, wechat service the public number is provided.
Guest can also be by the way of most traditional, service centre or other relevant departments by call hotel,
Service is directly ordered in the phone.
C20:Hotel receives guest's demand for services, distributes service according to the service procedure in hotel.
Guest initiates demand for services, hotel after the service of guest's order is received, it is necessary to according to responding process, to service into
Row distributes.
This service system also includes the process of an authentication when guest lifts service.Authentication mode is described as follows：
1st, guest inputs the information of oneself in APP, wechat service the public number, small routine（Including but not limited to name, mobile phone,
Move in room etc.；
2nd, guest room Quick Response Code, guest room where guest can directly be determined；
3rd, the information provided from guest, or in the positional information of small routine, extract the name of guest, move in room, correspondent party
Formula（It is optional）, then by the PMS system dockings with hotel, the information for moving in guest can be obtained, both sides are contrasted, you can
Confirm the identity of guest.
During servicing and carrying out, guest by APP, wechat public number, hotel's small routine service system or can send a telegraph
Service centre, inquire about the state of progress of current service.
C30:Service is completed, and guest pays and commented on, and hotel counts to service.
Hotel staff completes corresponding service according to the service work order distributed.
Service includes realizing the demand that guest orders, and completes payment process.The payment of the system includes
Several ways：
1st, the guest to stay at an inn, expense directly can be included in room account, is achieved a butt joint completion by system and hotel's PMS interfaces；
2nd, stay at an inn and the non-guest to stay at an inn, can directly use wechat, Alipay, or other internet payment modes, realization to disappear
The payment taken；
3rd, stay at an inn and the non-guest to stay at an inn, the conventional payment mode such as bank card can be used, realize the payment of consumption.
Guest can be commented on APP, wechat public service number, hotel's small routine service system to hotel service.
As a complete application system, the system can also data statistical forms, have been provided to hotel operating.
Workflow management figure is taken inside Tu2Wei hotels, the flow includes following content：
S10:The initiation of hotel service work order.
Hotel service work order, including hotel guest room department is to the daily service response of guest, engineering, IT day informal dress
Business and emergency service etc..
The initiation mode of work order is serviced comprising following several：Guest passes through APP, wechat public service number, hotel's small routine
Service system, or demand for services is initiated by traditional liaison mode；The service centre in hotel or accordingly to objective department, receives
To after the demand of service, service work order, the work of hotel's routine repairs and maintenance are sent, service work order is initiated in periodically timing.
S20:Service work order flow.
System is customized according to the service procedure in hotel, after service work order is initiated, according to corresponding flow, is sent
To the attendant specified, follow-up implementation is carried out by attendant.
Attendant can modify after the work order task of oneself is completed to work order state.
The work order that time-out does not meet with a response, it can step by step be reported according to flow, upgrade the responsive state of work order.
S30:Work order terminates.
After the completion of all service procedures, work order flow terminates.
System provides the corresponding statistics of work order, including workload, operating efficiency etc..
Manager and attendant can according to corresponding to inquiring about authority work order statistics.
Above-mentioned embodiment is exemplary, is to preferably make skilled artisans appreciate that originally
Patent, it is impossible to be not understood as the limitation for including scope to this patent；As long as times made of spirit according to disclosed in this patent
How with change or modification, the scope that this patent includes is each fallen within.
Claims (7)
1. a kind of hotel service and management method, it is characterised in that it is included inside interactive service workflow management module and hotel
Workflow management module,
The method of work of the interactive service workflow management module comprises the following steps：
S1, hotel guest propose demand for services by hotel system entrance, to hotel, wherein, the hotel system entrance includes
Mobile APP, wechat service the public number, hotel's small routine service system；
S2, hotel receive guest's demand for services, and to proposing that the hotel guest of demand carries out authentication；
S3, according to hotel's internal process management module distribute service；
S4, service are completed, and guest is to service payment expense and comments on, and hotel counts to service；
The method of work of hotel's internal process management module comprises the following steps：
T1, hotel service work order initiation；
T2, hotel service work order implementation：The attendant that work order is sent to formulation is implemented；
T3, work order are implemented to terminate, and change work order state, count corresponding work order data.
2. a kind of hotel service according to claim 1 and management method, it is characterised in that the authentication procedures
Method includes following several：
A, guest inputs the identity information of oneself in mobile APP, wechat service the public number, hotel's small routine service system and carried out
Certification；
B, by scanning the Quick Response Code in client place guest room, the identity information of guest is directly determined；
C, in the information or the positional information of small routine that are provided from guest, the identity information of guest is extracted, and access the PMS in hotel
System obtains moving in the information of guest, and the identity information extracted is contrasted with check-in information, confirms the identity of guest.
3. a kind of hotel service according to claim 1 and management method, it is characterised in that the method for the payment expense
Including：A, expense is directly included in room account, is achieved a butt joint completion by system and hotel's PMS system interfaces；B, internet payment is passed through
Mode carries out consumption and payment；C, bank card direct payment is passed through.
4. a kind of hotel service according to claim 1 and management method, it is characterised in that the service work order includes visitor
Routine repairs and maintenance work order inside the daily service work order of people's initiation and hotel.
5. a kind of hotel service according to claim 4 and management method, it is characterised in that guest initiates daily service work
Single mode includes guest and passes through one in mobile APP, wechat public service number, hotel's small routine service system or liaison mode
Kind is initiated.
6. a kind of hotel service according to claim 4 and management method, it is characterised in that daily inside the hotel
Maintenance and maintenance work order are that timing is periodically automatically initiated by PMS systems.
7. a kind of hotel service according to claim 1 and management method, it is characterised in that the work order data of the statistics
Workload and operating efficiency including completed work order.
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| CN201710363510.9A CN107545354A (en) | 2017-05-22 | 2017-05-22 | A kind of hotel service and management method |
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| CN201710363510.9A CN107545354A (en) | 2017-05-22 | 2017-05-22 | A kind of hotel service and management method |
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Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108320240A (en) * | 2018-02-11 | 2018-07-24 | 广州搜床网络科技有限公司 | A kind of shared hotel operating system based on high in the clouds |
| CN108683700A (en) * | 2018-04-03 | 2018-10-19 | 四川新网银行股份有限公司 | A kind of financial ability output mode based on wechat small routine and finance opening platform |
| CN109472447A (en) * | 2018-09-30 | 2019-03-15 | 广东荟星阁网络科技有限公司 | Hotel service intelligent management method, server, system and 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 |
| CN112202857A (en) * | 2020-09-21 | 2021-01-08 | 青岛国信会展酒店发展有限公司 | Intelligent management system applied to exhibition center |
| CN112435046A (en) * | 2020-12-28 | 2021-03-02 | 杉宝(济南)生物科技有限公司 | Customer service work order processing method, system, storage medium and equipment |
| CN112518741A (en) * | 2020-11-06 | 2021-03-19 | 深圳优地科技有限公司 | Robot control method, device, robot and storage medium |
| CN113506389A (en) * | 2021-07-02 | 2021-10-15 | 广州市零空信息技术有限公司 | Intelligent hotel non-inductive check-in system |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN108320240A (en) * | 2018-02-11 | 2018-07-24 | 广州搜床网络科技有限公司 | A kind of shared hotel operating system based on high in the clouds |
| CN108683700A (en) * | 2018-04-03 | 2018-10-19 | 四川新网银行股份有限公司 | A kind of financial ability output mode based on wechat small routine and finance opening platform |
| CN109472447A (en) * | 2018-09-30 | 2019-03-15 | 广东荟星阁网络科技有限公司 | Hotel service intelligent management method, server, system and 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 |
| CN112202857A (en) * | 2020-09-21 | 2021-01-08 | 青岛国信会展酒店发展有限公司 | Intelligent management system applied to exhibition center |
| CN112202857B (en) * | 2020-09-21 | 2021-05-14 | 青岛国信会展酒店发展有限公司 | Intelligent management system applied to exhibition center |
| CN112518741A (en) * | 2020-11-06 | 2021-03-19 | 深圳优地科技有限公司 | Robot control method, device, robot and storage medium |
| CN112435046A (en) * | 2020-12-28 | 2021-03-02 | 杉宝(济南)生物科技有限公司 | Customer service work order processing method, system, storage medium and equipment |
| CN113506389A (en) * | 2021-07-02 | 2021-10-15 | 广州市零空信息技术有限公司 | Intelligent hotel non-inductive check-in system |
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| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20180105 |
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| RJ01 | Rejection of invention patent application after publication |