Using the Internet to Meet the Diverse Needs of Residents

　　"Smart Hotel" Brings Good Travel Experience (Online China)

　　Our reporter Zhou Shuyun

　　Entering the hotel, self-check-in at the smart front desk; scanning the QR code, and moving your finger to book room service... New technologies such as 5G, big data, and artificial intelligence are developing rapidly, and tourism-related industries such as hotel accommodation are accelerating digitalization.

During the epidemic prevention period, while the lodging industry was facing challenges, it also continued to innovate and upgrade with the help of the Internet, and launched characteristic digital products and services.

So, what are the good experiences of Internet-enabled hotels?

　　More peace of mind for guests

　　Ms. Zhang, who was on a business trip in Shenzhen, recently stayed at the Yasfer Hotel near Bao'an International Airport. "Nowadays, hotels are becoming more and more intelligent. During the epidemic prevention period, I can not only check in without contact, but also choose to deliver goods through my mobile phone. Cleaning service." Ms. Zhang said with emotion, "It's really reassuring and worry-free!" It is understood that Yasfer Hotel is affiliated to the Yast Hotel Group, which is starting its digital transformation.

"The digital transformation of hotels is an inevitable choice to understand customer needs." Yu Chao, vice president and chief digital officer of Astor Hotel Group, said in an interview with this newspaper that the hotel's Internet-based system can connect data to various applications, which can Understand the behavioral preferences and habits of consumers to improve service quality.

　　Wanda Hotels and Resorts also provides better services to guests through digital empowerment.

Mr. Li's family, who stayed at the Wanda Meihua Hotel in Shanghai, enjoyed a series of intelligent services such as online room selection, self-service check-in, robot delivery, and self-service invoicing through Wanda Hotel's WeChat applet.

According to reports, Wanda Hotel has developed a guest experience system internally. Through data control of various service scenarios of guests before, during and after their stay, the preferences of guests can be obtained, so that service preparations can be made in advance to meet the needs of guests at different stages. requirements, and effectively improve service quality and efficiency.

　　"In the past two years, the epidemic has brought more uncertainty, and the business environment and customer needs of hotels have become more and more changeable." Ding Zhigang, vice president of the China Hotel Association, said in an interview with this reporter, "There are many unique properties emerging in the accommodation industry. digital products and services. For example, the AI ​​smart front desk can effectively handle nearly 90% of the guests’ pre-stay consultation, in-stay guests’ needs for services, and post-stay feedback. This effectively solves repetitive inquiries and allows staff to devote more energy to into personalized service.”

　　More efficient hotel management

　　In addition to providing guests with a satisfactory accommodation experience, digitalization also empowers all aspects of hotel operations and improves management efficiency.

For example, in the past, when checking and cleaning hotel rooms, personnel were required to make a paper version of the item registration form, which is not only prone to errors, but also inconvenient to manage.

Now, employees can use the housekeeping system, log in and complete registration and check items online.

The system automatically counts materials every day, and quickly obtains accurate data, so that employees can reduce time-consuming and redundant operations and have a better work experience.

　　The reporter learned that the emergence of digital management platform products in the accommodation industry has solved the situation of relying on a large number of personnel to follow up, manage and supervise services in the past.

On the smart management platform of most hotels, not only can you clearly see the room rental situation, room cleaning, room air quality and room safety situation, but you can also receive customer consultation and service requirements in real time through digital technology and use AI technology to distribute to Relevant personnel will solve the problem and make the service online and traceable.

Wang Xin, general manager of the Marketing Center of Wanda Hotels and Resorts, said that by building a digital operation service system, through the data of various daily operations, we can find out where the problems are, and find ways to improve and improve.

　　In terms of human resource management, digital technology has helped many hotels to synchronize personnel recruitment, personnel training, personnel files, performance, salary calculation, welfare distribution, accommodation management, etc. , there is a basis for promotion.

Through the APP, employees can view the commission performance on their mobile phones, and the salary management is more transparent and standardized.

For chain hotels, as the scale of the hotel increases, the difficulty of talent recruitment and management will increase, and digitalization can effectively reduce the enterprise's dependence on people and standardize management and services.

　　More online products

　　In addition to self-built systems, a comprehensive travel travel platform is also a position for hotels to develop their own digital operations.

Some travel platforms have a digital business diagnosis backend, providing targeted digital business solutions for various types of businesses such as hotels, and helping businesses improve their business capabilities including traffic operations, user operations, membership operations, and brand marketing.

"Merchants can directly interact with consumers and provide consumers with the same prices and rights as their official website." Industry insiders said that as a technical service provider, the platform upgrades product technical capabilities on the one hand, and serves merchants to do a good job in the operation of package products. On the other hand, adjust product ideas together with merchants, and develop "hotel + entertainment tickets", "hotel + dining" and "hotel + experience" package products to promote the upgrade of gameplay by meeting people's diversified and personalized hotel consumption needs.

　　The reporter learned that with the digital transformation of the accommodation industry, data will continue to accumulate, and the user portraits obtained by enterprises will be clearer.

In this process of change, hotels need to consider how to provide the services that more customers need.

Under the background of normalization of epidemic prevention and control, people's consumption habits have changed.

On the one hand, the uncertainty of travel conditions makes the hotel package of "store first and then make an appointment" popular; on the other hand, hotel functions have evolved from "one bed" to "destination" and social space, and many consumers not only With the purpose of "staying", we also hope to achieve a more personalized and rich vacation experience in the hotel.

　　The hotel's embrace of digitalization will open up a new era of smart tourism.

Intelligent service and intelligent product upgrade will be the future trend. Many individual hotels or chain brands are building their own "smart hotels".

Real intelligence is based on data collection in real scenarios, through intelligent analysis, it can adapt to various scenarios, and continuously optimize products, improve services, and provide customers with new personalized services.

The industry needs to continue to explore together and use digitization as a tool to create greater value for consumers and merchants.