CN109472447A - Hotel service intelligent management method, server, system and storage medium - Google Patents
Hotel service intelligent management method, server, system and storage medium Download PDFInfo
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- 238000007726 management method Methods 0.000 title claims abstract description 38
- 238000012550 audit Methods 0.000 claims abstract description 34
- 230000005540 biological transmission Effects 0.000 claims abstract description 10
- 238000004590 computer program Methods 0.000 claims description 8
- 230000000977 initiatory effect Effects 0.000 claims description 8
- 238000012790 confirmation Methods 0.000 claims description 4
- 238000000034 method Methods 0.000 abstract description 13
- 238000011158 quantitative evaluation Methods 0.000 abstract description 7
- 238000011156 evaluation Methods 0.000 description 7
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- 230000000737 periodic effect Effects 0.000 description 2
- 230000035479 physiological effects, processes and functions Effects 0.000 description 2
- 229920000742 Cotton Polymers 0.000 description 1
- 208000005171 Dysmenorrhea Diseases 0.000 description 1
- 206010013935 Dysmenorrhoea Diseases 0.000 description 1
- 230000009286 beneficial effect Effects 0.000 description 1
- 238000004140 cleaning Methods 0.000 description 1
- 238000007405 data analysis Methods 0.000 description 1
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- G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
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Abstract
The invention discloses a kind of hotel service intelligent management method, specifically: service request generates service work order and is pushed to corresponding employee based on the received；When receiving the order signal of the service work order, which is labeled as to have distributed state；When signal is completed in the service for receiving employee's transmission, responsible person is notified to audit；The audit feedback information of responsible person is received, if audit does not pass through, sends rework information to the employee for executing the service work order；If audit passes through, service work order is revised as state is completed, change is completed the data information in service work order list, increases the integral of the employee, forms a case according to the data information of the service work order and saves.This method can realize that the services to attendant carries out quantitative evaluation, and the job performance of each attendant is objectively and accurately recorded in the form of integral, facilitates administrative staff to check the job performance of employee, is conducive to staff's benefits.
Description
Technical field
The present invention relates to hotel management field more particularly to a kind of hotel service intelligent management methods, server, system
And storage medium.
Background technique
Currently, the management process of the service management system in hotel is usual are as follows: guest is small by APP, wechat public platform, hotel
Procedure service system perhaps liaison mode initiate demand for services then hotel service centre or accordingly to objective department receive
To after demand for services, issues service work order and attendant is notified to service, service is completed, and process terminates.Such system lacks
Performance evaluation to attendant, is unfavorable for staff's benefits.
Summary of the invention
For overcome the deficiencies in the prior art, one of the objects of the present invention is to provide a kind of hotel service intelligent managements
Method can be carried out quantitative evaluation to the services of attendant, each clothes are objectively and accurately recorded in the form of integral
The job performance of business personnel facilitates administrative staff to check the job performance of employee, is convenient for staff's benefits.
The second object of the present invention is to provide a kind of server, can the services to attendant carry out quantization and comment
Estimate, the job performance of each attendant is objectively and accurately recorded in the form of integral, administrative staff is facilitated to check employee's
Job performance is convenient for staff's benefits.
The third object of the present invention is to provide a kind of hotel service intellectualized management system, can be to the clothes of attendant
It works and makees carry out quantitative evaluation, the job performance of each attendant is objectively and accurately recorded in the form of integral, facilitates pipe
Reason personnel check the job performance of employee, are convenient for staff's benefits.
The fourth object of the present invention is to provide a kind of computer readable storage medium, the program operation in the storage medium
When be able to achieve services to attendant and carry out quantitative evaluation, each service is objectively and accurately recorded in the form of integral
The job performance of personnel facilitates administrative staff to check the job performance of employee, is convenient for staff's benefits.
An object of the present invention adopts the following technical scheme that realization:
A kind of hotel service intelligent management method, comprising the following steps:
Service request generates service work order and is pushed to the service work order and is responsible for providing service based on the received
Employee；
When receiving the order signal of the service work order, which is labeled as to have distributed state；
When signal is completed in the service for receiving employee's transmission, responsible person is notified to audit；
The audit feedback information of responsible person is received, if the audit feedback information is that audit does not pass through, sends letter of doing over again
It ceases to the employee for executing the service work order to inform after the employee service again to audit again；
If the audit feedback information is that audit passes through, the service work order is revised as state is completed, change is
The data information in service work order list is completed, the integral of the employee is increased.
Further, described when signal is completed in the service for receiving employee's transmission, notify responsible person to audit are as follows: when
Signal is completed in the service for receiving employee's transmission and working report information, the working report information include service content and clothes
Business picture；
Service content and service picture that employee is uploaded are pushed to responsible person to notify whether responsible person audits service
It is up to standard.
Further, the service request based on the received generates service work order specifically:
When receiving employee's initiation service request, service item is shown to employee；
After receiving the service item of employee's selection, floor and room number are shown to employee；
After receiving the room number of service object of employee's selection, according to the selected service item of employee and service
The room number of object generates service trouble ticket template and shows to employee, and the service trouble ticket template contains service item, service
Room number, attendant and service time；
When request is submitted in the confirmation for receiving employee, service work order is generated according to the service trouble ticket template.
Further, the service trouble ticket template further includes Service Description and picture, when the clothes for receiving employee and being inputted
When business explanation and picture, the Service Description and picture correspondence are entered into the service trouble ticket template.
Further, the identity information of the service content information serviced in work order and the guest serviced is associated simultaneously
To the relevant service item of the lead referral when preservation is moved in into database so as to the guest next time.
Further, further comprising the steps of: after the approval, a case to be formed according to the data information of the service work order
Example simultaneously saves, and the content of the case includes executing the information and service content of the employee of the work order；Whether judge the case
Meet excellent case standard, if so, being labeled as excellent case and carrying out publicity.
The second object of the present invention adopts the following technical scheme that realization:
A kind of server for hotel service intelligent management, including processor and memory, the memory storage
There is executable computer program, the program in the memory can be read to execute such as above-mentioned hotel service intelligence in the processor
Management method can be changed.
The third object of the present invention adopts the following technical scheme that realization:
A kind of hotel service intellectualized management system, comprising: such as above-mentioned server and multiple employee's terminals, the employee
Terminal is connect with the server, and employee's terminal is used to upload the job information of employee and receives work order data information.
Further, the system also includes client terminal, the client terminal is connect with the server；The client
For terminal for initiating custom calling services and custom calling services information being uploaded to server, the server can be by the visitor
Family calling service information forms work order and is sent to employee's terminal.
The fourth object of the present invention adopts the following technical scheme that realization:
A kind of computer readable storage medium, the storage medium are stored with executable computer program, the computer
Program can be realized when running such as above-mentioned hotel service intelligent management method.
Compared with prior art, the beneficial effects of the present invention are:
The hotel service intelligent management method can timely respond to service request, generate service work order and notify to be responsible for offer
The employee of the service item carries out order processing, notifies responsible person to audit after employee completes and services, after the approval
The integral of employee correspondingly increases, and work order data list is accordingly changed, and can form case for subsequent employee
It practises.It can realize that the services to attendant carries out quantitative evaluation by this method, objectively and accurately be come in the form of integral
The job performance for recording each attendant facilitates administrative staff to check the job performance of employee, is conducive to staff's benefits.
Detailed description of the invention
Fig. 1 is a kind of flow diagram of hotel service intelligent management embodiment of the method one provided by the invention；
Fig. 2 is a kind of flow diagram of hotel service intelligent management embodiment of the method two provided by the invention；
Fig. 3 is a kind of flow diagram of hotel service intelligent management embodiment of the method three provided by the invention.
Specific embodiment
In the following, being described further in conjunction with attached drawing and specific embodiment to the present invention, it should be noted that not
Under the premise of conflicting, new implementation can be formed between various embodiments described below or between each technical characteristic in any combination
Example.
Embodiment one:
In general, guest may generate certain demands, such as need replacing quilt etc. when moving in hotel；In addition, hotel
It can also recommend some service items to guest by wechat public platform, small routine or hotel APP etc., when guest wants to experience this
When a little service items, i.e., it is proposed that service request.Referring to Fig. 1, in the present embodiment, service work order is actively proposed by guest
Demand for services and generate, which mainly comprises the steps that
S11, when receive move in guest proposition service request when, based on the received service request generate service work
It is single；Guest can propose service request by the client in wechat public platform or the management system of wechat small routine, can also lead to
It crosses phone and proposes service request to foreground personnel, then service request is entered into system by foreground personnel；
S12, service work order is pushed to and is responsible for providing the employee of service, it will usually there are multiple employees to can provide the service,
Can unify notice can provide all employees of the service, competition for orders then be carried out by employee, employee can be connect by mobile terminal
Forms data of knocking off information and progress order processing, such as connect by the employee end of wechat public platform or wechat small routine
It is single；It should be noted that sometimes guest is not intended in currently available service, but it is expected that after a period of time, at this point, objective
People can sets itself service time, system service time timing Push Service work order according to set by guest.
After S13, employee carry out order by mobile terminal, mobile terminal can send order signal, when receiving the clothes
When the order signal for working single, which is labeled as to have distributed state；
When S14, employee complete service, when confirming that work order is completed by mobile terminal, mobile terminal can issue service and complete
Signal notifies responsible person to audit when signal is completed in the service for receiving employee's transmission；
S15, the audit feedback information for receiving responsible person send letter of doing over again if audit feedback information is that audit does not pass through
It ceases to the employee for executing the service work order to inform after the employee service again to audit again；
If S16, audit feedback information are that audit passes through, it is revised as service work order that state is completed, change is completed
It services the data information in work order list, that is, the service work order is saved to being completed in service work order list, and it is not complete
Then correspondingly remove this service work order at service work order list；Increase the integral of the employee.
Auto form delivering can be realized by this method and records the job information of attendant, can save all services
Work order data, so as to subsequent progress data analysis；And quantitative evaluation can be carried out to the services of attendant, it is objective and accurate
Ground records the job performance of each attendant in the form integrated, facilitates administrative staff to check the job performance of employee, has
Conducive to staff's benefits.
As a preferred embodiment, when receive employee transmission service complete signal when, notify responsible person into
Row audit are as follows: when signal and working report information are completed in the service for receiving employee's transmission, working report information includes service
Content and service picture；
Service content and service picture that employee is uploaded are pushed to responsible person to notify whether responsible person audits service
It is up to standard.
When employee completes to service, need by carrying out language description to service content, and made by shooting picture
For voucher, it was demonstrated that its work quality, responsible person can directly audit the process of work of employee by picture, therefore, it is determined that its
It whether up to standard works.The working condition of employee is audited by this way, it is convenient and efficient, it can effectively supervise employee.
As a preferred embodiment, further comprising the steps of: after the approval, according to the data of the service work order
Information forms a case and saves, and the content of the case includes executing the information and service content of the employee of the work order；Sentence
Whether the case of breaking meets excellent case standard, if so, being labeled as excellent case and carrying out publicity.By filtering out
Excellent case is shown to all employees, everybody is allowed to learn to refer to, and pushes the enthusiasm of employee.And it is marked as outstanding case
The employee of example generally has some senses of accomplishment, so as to motivate employee to make more efforts.
As a preferred embodiment, further comprising the steps of: when receiving evaluation of the guest to certain service item
When information, the integral for increasing or decreasing the employee for executing the service item is corresponded to according to the height of guest satisfaction.Pass through setting
It guest satisfaction and integrates to matching, when guest satisfaction is Samsung or more, employee, which integrates, to be increased, and guest satisfaction is two
When below star, employee, which integrates, to be reduced.The satisfaction of guest can largely reflect the service quality of employee, the objective of service
Exactly in order to make guest satisfied；It is outstanding that the service of employee can be embodied when guest satisfaction is high, is to reach guest to want
It asks.
As a preferred embodiment, further comprising the steps of: when the integral of some employee changes, statistics
All respective integrals of employee, and the star for highest employee will be integrated being set as service.The integral of all employees of real-time statistics, and press
It is arranged according to the height of integral, that is, establishes an integral ranking list, integrate the star that highest employee is service.Integral
Ranking list can be divided into period ranking list and general list list, and period ranking list may be configured as every a period of time automatic clear,
It of courses, the mode reset manually can also be used, recalculate integral, such as a week list list；And general list list for institute sometimes
Between total mark ranking list.The work incentive of employee can be sufficiently excited by giving reward to the higher employee of integral.
Embodiment two:
In general, employee in clean rooms, when by positions such as observation dustbins, may observe that there are certain by guest
Situation is assisted；Alternatively, observing that the state of guest is not so good when meeting guest, it may be necessary to provide help
's.For example, guest is in physiology phase, observe that dysmenorrhea occur in guest, at this point, employee can serve brown sugar to guest
Water or even cotton wool.This movement can greatly improve guest to the degree of recognition in hotel, and guest can be enabled to experience warm care.
But these are not the unasked demands for services of guest, can not count this kind of work in conventional service workform management system,
Some possible employees, which feel to have done, does not also act on performance evaluation or capability evaluation, will be disinclined to do.
Therefore, referring to Fig. 2, in the present embodiment, providing a kind of hotel service intelligent management method, when encountering visitor
When people may need certain services, employee can propose to take the initiative in offering a hand by mobile terminal self, and generate service work order, main
The following steps are included:
S21, when receive employee proposition service request when, according to service request generate service work order, it is specific as follows:
When receiving employee's initiation service request, service item is shown to employee；
After receiving the service item of employee's selection, floor and room number are shown to employee；
After receiving the room number of service object of employee's selection, according to the selected service item of employee and service
The room number of object generates service trouble ticket template and shows to employee, and service trouble ticket template contains service item, service room
Number, attendant and service time；Wherein, attendant is generally defaulted as oneself, certainly, if employee is currently without the time
When handling the service item, it can be assigned to other colleagues manually and handled；
When request is submitted in the confirmation for receiving employee, service work order is generated according to service trouble ticket template；
The step of generating after servicing work order, i.e. S22 to S26 step is consistent with S12 to the S16 step in embodiment one,
To keep specification more succinct clear, details are not described herein again.
In this way, employee motivation can be improved, active observation visitor's Man's Demands actively provide service for guest, make
The warm atmosphere that guest experiences hotel is obtained, the experience sense of guest is promoted, so that hotel can get the good evaluation of guest, into
And Praise can be carried out.
As a preferred embodiment, service item be labeled with corresponding label so as to employee can by label come
Screen corresponding service item.For example, service item of polishing shoes is usually corresponding man, air purifier service item is generally
It is the man of corresponding smoking, therefore these service items can be marked with the label that man moves in；And physiology phase service is then pair
Mrs Ying can then mark these service items with the label that Ms moves in；It of courses, some service item may be labeled with
Multiple labels, such as ironing clothes service item, no matter men and women, old and young are likely to require, and therefore, label can be man, female
Scholar etc..Each service item is labeled by personality label, employee can select personality label according to the actual situation, screening
Service item relevant to label out, is quickly found out corresponding service item, to generate the service work order of the service item.
As a preferred embodiment, service trouble ticket template further includes Service Description and picture, when receiving employee
When the Service Description and picture that are inputted, corresponding be entered into of Service Description and picture is serviced in trouble ticket template.It is generating
When servicing work order, the corresponding language explanation of service item to be provided and caption can be inputted, introduces the clothes in detail
The work to be completed of business project provides sufficient voucher when auditing work order for the later period.
As a preferred embodiment, the service content information and the identity of the guest serviced that will service in work order
Information be associated and save into database so as to when the guest moves in next time to the relevant service item of the lead referral.From
Service content information in service work order obtains the customized information of guest, by the customized information of guest and its identity information into
Row association, when guest moves in hotel again, system can recommend phase to guest automatically according to the previous customized information of the guest
The service item answered, while the customized information of the guest can also be shown to corresponding employee, so that employee can be according to guest's
Customized information is that guest makes some service items to measure, promotes the experience sense of guest, improves guest to the satisfaction in hotel.
As a preferred embodiment, corresponding increase initiates after generating service work order according to service trouble ticket template
The integral of the employee of the service work order.Sometimes, the people for initiating service work order may can not complete the service item, but logical
It is also to need to encourage that observation guest's demand, which is crossed, to initiate service work order, and therefore, initiating service work order person can also increase accordingly
Integral, and complete service work order person also correspondingly increase integral.
Embodiment three:
For periodic duty inside some hotels, such as regular cleaning, maintenance and maintenance of certain equipment etc.,
Worksheet processing can be realized by hotel service intelligent management method, referring to Fig. 3, mainly comprising the steps that
S31, when receiving the service request of the periodic task inside hotel, formulate task scheduling and corresponding clothes
It works list, that is, is equivalent to be provided with and regularly sends service work order；
S32, preferably can be added before sending and servicing work order and be confirmed whether to distribute service work order step to administrator:
When reaching distance service work order and distributing the preset time point before the date, administrator is sent information to be confirmed whether to distribute on schedule
Service work order；
If S33, receiving when wouldn't distribute signal of administrator, then remodify service work order distributes the time；
S34, service work order is then sent to employee on time when the confirmation for receiving administrator distributes signal；
S35, when receiving order signal, by the service work order labeled as having distributed state；After certain employee's order, carry out
Operation, after completion task, then point inspection task list passes through mobile terminal uploading operation report information, working report packet
Task list performance and photo voucher are included, verbal description can be also increased；
S36, when receive execute the service work order employee working report information when, notify administrator's inspection/sampling observation
Task performance checks working report information to judge whether qualification；After administrator receives inspection signal, by mobile whole
It holds and carrys out some inspection task lists, judge whether qualified and marked accordingly, then provide the job evaluation to the employee, then
It will check that data are submitted；
S37, when receiving the inspection data of administrator, according to check data judge whether task passes through examination, work as institute
There is the qualified when side of project to pass through examination；
If S38, not passing through and checking and accepting, sends rework information and give the employee, so that it re-executes task；
If S39, passing through and checking and accepting, increase the integral of the employee.
The present invention also provides a kind of server for hotel service intelligent management, including processor and memory,
Memory is stored with executable computer program, and the program in the readable access to memory of processor is to execute such as above-mentioned hotel service
Intelligent management method.
The present invention also provides a kind of hotel service intellectualized management systems, comprising: such as above-mentioned server and multiple members
Work terminal, employee's terminal are connect with server, and employee's terminal is used to upload the job information of employee and receives work order data letter
Breath.
It can realize that the services to attendant carries out quantitative evaluation by the system, objectively and accurately with the shape of integral
Formula records the job performance of each attendant, facilitates administrative staff to check the job performance of employee, is conducive to staff's benefits.
The realization process of the system is main are as follows:
A management system platform is constructed on the server, and employee logs in platform by the wechat public platform of employee's terminal
Employee end can check that data informations, the employees such as work order data, integration data, guest's evaluation can pass through employee's terminal on platform
Service request is initiated on platform, service item, the room number of service object and input Service Description is selected, thus in platform
Upper generation services work order, then employee can voluntarily service, can also be distributed to other colleagues and be serviced in order.When on platform
It has increased service work order newly, service work order information can be sent automatically to the employee that can provide the service, inform that employee carries out competition for orders.
As a preferred embodiment, client terminal is connect with server the system also includes client terminal；Visitor
For family terminal for initiating custom calling services and custom calling services information being uploaded to server, server can be by customer call
Information on services forms work order and is sent to employee's terminal.Client terminal can be the mobile phone of guest, and guest can be by micro- on mobile phone
Believe that public platform logs in the client of platform, custom calling services can be initiated on platform, some service items can be arranged in platform, supply
Guest selects.
In addition, storage medium is stored with executable computer the present invention also provides a kind of computer readable storage medium
Program, computer program can be realized when running such as above-mentioned hotel service intelligent management method.
The above embodiment is only the preferred embodiment of the present invention, and the scope of protection of the present invention is not limited thereto,
The variation and replacement for any unsubstantiality that those skilled in the art is done on the basis of the present invention belong to institute of the present invention
Claimed range.
Claims (10)
1. a kind of hotel service intelligent management method, which comprises the following steps:
Service request, which generates service work order and is pushed to the service work order, based on the received is responsible for providing the member of service
Work；
When receiving the order signal of the service work order, which is labeled as to have distributed state；
When signal is completed in the service for receiving employee's transmission, responsible person is notified to audit；
Receive responsible person audit feedback information, if the audit feedback information be audit do not pass through, send rework information to
The employee of the service work order is executed to inform after the employee services again to audit again；
If the audit feedback information is that audit passes through, it is revised as the service work order that state is completed, change is completed
The data information in work order list is serviced, the integral of the employee is increased.
2. hotel service intelligent management method as described in claim 1, which is characterized in that described to receive employee's transmission
Service when completing signal, notify responsible person to audit are as follows: when signal and work are completed in the service for receiving employee's transmission
Report information, the working report information include service content and service picture；
Service content and service picture that employee is uploaded are pushed to responsible person to notify that it is whether up to standard that responsible person audits service.
3. hotel service intelligent management method as described in claim 1, which is characterized in that described to take based on the received
Business request generates service work order specifically:
When receiving employee's initiation service request, service item is shown to employee；
After receiving the service item of employee's selection, floor and room number are shown to employee；
After receiving the room number of service object of employee's selection, according to the selected service item of employee and service object
Room number generate service trouble ticket template and to employee show, the service trouble ticket template contain service item, service room
Number, attendant and service time；
When request is submitted in the confirmation for receiving employee, service work order is generated according to the service trouble ticket template.
4. hotel service intelligent management method as claimed in claim 3, which is characterized in that the service trouble ticket template also wraps
Service Description and picture are included, when receiving the Service Description and picture that employee is inputted, by the Service Description and figure
Piece correspondence is entered into the service trouble ticket template.
5. such as the described in any item hotel service intelligent management methods of Claims 1-4, which is characterized in that work order will be serviced
In service content information be associated and save into database so as under the guest with the identity information of guest serviced
It is secondary to recommend relevant service item to the guest when moving in.
6. hotel service intelligent management method as described in claim 1, which is characterized in that further comprising the steps of: audit
By rear, a case is formed according to the data information of the service work order and is saved, the content of the case includes executing the work
The information and service content of single employee；Judge whether the case meets excellent case standard, if so, being labeled as outstanding case
Example simultaneously carries out publicity.
7. a kind of server for hotel service intelligent management, which is characterized in that described to deposit including processor and memory
Reservoir is stored with executable computer program, and the program in the memory can be read to execute such as claim in the processor
1 to 6 described in any item hotel service intelligent management methods.
8. a kind of hotel service intellectualized management system characterized by comprising server as claimed in claim 7 and more
A employee's terminal, employee's terminal are connect with the server, employee's terminal be used to upload the job information of employee with
And receive work order data information.
9. hotel service intellectualized management system as claimed in claim 8, which is characterized in that the system also includes client's ends
End, the client terminal are connect with the server；The client terminal is for initiating custom calling services and by customer call
Information on services is uploaded to server, and the custom calling services information can be formed work order and be sent to the member by the server
Work terminal.
10. a kind of computer readable storage medium, which is characterized in that the storage medium is stored with executable computer program,
The computer program can be realized when running such as hotel service intelligent management method as claimed in any one of claims 1 to 6.
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| CN109993667A (en) * | 2019-03-29 | 2019-07-09 | 深圳市元征科技股份有限公司 | A kind of hotel management method, device and block chain node server |
| CN110097710A (en) * | 2019-05-13 | 2019-08-06 | 三门核电有限公司 | Wireless handset is self-service to be distributed and gives back method, wireless handset self-service diostribution device |
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| CN112734601A (en) * | 2020-12-31 | 2021-04-30 | 深圳市马小二科技有限公司 | Method, device, terminal and medium for fixed-point localized delivery of house service cleaning task |
| CN112668900A (en) * | 2020-12-31 | 2021-04-16 | 深圳市马小二科技有限公司 | House service sharing method, device, terminal and medium |
| CN112836943A (en) * | 2021-01-15 | 2021-05-25 | 北京致远互联软件股份有限公司 | Order dispatching method based on bpm |
| CN113723635A (en) * | 2021-08-31 | 2021-11-30 | 安徽工大信息技术有限公司 | Intelligent order dispatching method for customer service system |
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