Hotel Computer Technology Applications: Reservations, Reception, and Guest Account Management

IV. Main Contents of Hotel Computer Technology Applications

(I) Room reservation information processing

Online booking is mainly achieved through the following methods.

1. Computerized online booking

There are two main types of computer reservation networks used by hotels: central reservation systems and global distribution systems.

Its sales model is: Tourism product producers --- GDS, CRS --- Customers.

Examples include Holiday Inn's Holidex, Marriott's Marsa, and Starwood's Reservation.

All belong to a central reservation system, and member hotels are connected to the internet to realize information on customers, prices, products, etc.

shared.

The global distribution system evolved from airline and hotel booking systems, with its terminals located at travel agents' business premises.

Venues have become a widely used sales channel for Western travel agencies.

2. Marketing consortium

A marketing alliance is a joint venture of independent companies aimed at joint promotion and sales.

"World-Class Hotels Organization", "Best Western Hotels", "Golden Tulip Organization", "Small Luxury Hotels"

The “Organization”, “SRS World Hotel Organization”, “Peak Hotel & Resort Organization”, and “Stirling Hotel & Resort Organization” are all marketing alliances.

3. Online travel and hotel bookings

Online travel and hotel bookings refer to the functions of product bundling and distribution through the internet, including both B2B and B2C models.

The format is: Hotel --- Travel Network Hotel --- Customer.

4. Direct sales

The hotel's direct online sales model involves the hotel connecting directly with customers through an online platform.

customer.

The computer processing of reservation information mainly includes the following specific contents.

(1) Accept reservations for any day within the system's set time limit.

(2) Setting up order categories.

(3) Overbooking alert.

(4) Forced overbooking.

(5) Set special requirements for pre-orders (VIP, message).

(6) The reservation number also serves as the account number.

(7) Establish a team master bill.

(8) Arrange rooms in advance.

(9) Automatically process booking cancellations.

(10) Room rate agreement notice.

(11) The system automatically arranges and locks rooms.

(12) Modify or cancel reservation records and archive them.

(13) Automatically classify and statistically analyze booking status by nationality, arrival date, etc.

(14) Predict the occupancy rate.

(15) Generate reservations from passenger history archives.

(II) Reception Information Processing at the General Reception Center

Front desk receptionists use computers to process guest check-in procedures, minimizing the time guests spend at the front desk.

In the meantime, get the guests into their rooms to rest as soon as possible.

The main contents of the reception information processing at the main reception desk are as follows.

(1) Passenger status display.

(2) Guest history display.

(3) Display of pre-arrival and pre-departure status.

(4) Arrange rooms in advance.

(5) Search for relevant information by reservation number, name, nationality, hotel name, etc.

(6) Generate check-in registration form from reservations and guest history data.

(7) Enter check-in registration information in advance.

(8) Change rooms.

(9) Guests who have left the hotel check back in.

(10) Modify, cancel or collect service fees or telephone charges through the program.

(11) Establish peer chain relationships among fellow guests to facilitate inquiry and checkout.

(12) Enable or disable long-distance services such as IDD and DDD.

(13) Offer or cancel DND Do Not Disturb service.

(14) Define team-funded projects.

(15) The team's settlement will be classified as either public payment or private payment.

(16) Set up team messages.

(17) Household registration shall be processed in accordance with the format prescribed by the Public Security Bureau.

(III) Guest Account Management

Customer bill management refers to the use of computers to create bills for customers' in-store consumption, automatically accumulate and display the current consumption status.

This facilitates the checkout and accounting process.

When guests check out, they only need to enter their room number, name, and arrival information into the computer.

The bill will be automatically printed after you provide information such as the departure date.

Guest account management mainly includes the following specific contents.

(1) Able to create at least one account for each guest room.

(2) Customer account classification.

(3) Transfer money.

(4) Differentiate between different payment methods.

(5) Fee exceeding limit notification.

(6) Permission and fee range prompts.

(7) Accounting treatment of prepayments.

(8) Guest credit rating prompt.

(9) Classification of team public expenses and member self-payment expenses.

(10) Transaction volume of each business outlet.

(11) Night audit and reconciliation.

(12) Automatically generate voice prompts for the guest room service center.

(13) Data backup.

(iv) Inquiry

The customer inquiry and information service mainly includes the following specific contents.

(1) Date lookup.

(2) Surname search.

(3) Nationality and region search.

(4) Reservation inquiry.

(5) Account inquiry.

(6) Hotel (room) search.

(7) Team information search.

(8) VIP Guest Inquiry.

(9) Inquiry about transportation, entertainment, tourism, catering and medical services.

(10) Voice messages.

(V) Room Condition Control

The operation and display status of the guest room status control system directly affect service quality and management, and also impact guest rooms.

Sale.

Guest room status control mainly includes the following specific aspects.

(1) Display the status of sold rooms.

(2) Display the status of houses for sale.

(3) Reflect the maintenance status of guest rooms.

(4) Reflects the occupancy and self-use status of guest rooms.

(5) Display the room reservation status for a future period of time.

(vi) Processing of passenger history records

Record information about guests upon their first check-in, such as their job title, habits, personality, temperament, and religion.

Beliefs, consumption preferences, cultural differences, taboos, purchasing behaviors, etc., can be used to build long-term profiles for customers.

Customer Files

Data collection should be conducted through multiple channels. Accumulating as much customer information as possible is the foundation for establishing customer files. It is essential to fully utilize resources including accommodation registration.

Bills, invoices, complaint handling records, customer visit records, customer feedback forms, and other data collected through observation.

material.

The creation of customer files cannot be accomplished solely by marketing salespeople, front office staff, or any specific department.

It is not due to the hotel itself, but rather to the joint efforts, mutual support and cooperation of the staff in all departments of the hotel.

The organization of archival materials must

Information collected from various departments should be categorized, organized, and archived promptly.

The updating of archive content should adopt dynamic management.

In reality, customers' personal circumstances and preferences are constantly changing, which necessitates continuous updates to the hotel's customer relationship database.

We continuously update information to ensure the accuracy and authenticity of customer data.

Customer personalized information input process.