【作者】 郑毅；

【导师】 尹义龙；

【作者基本信息】 山东大学 ， 软件工程， 2007， 硕士

【摘要】 如何才能增加、保持酒店良好的销售额,可能是很多酒店管理者考虑的最重要的问题。随着现在消费者是消费意识的提高,市场竞争也更加激烈。不乏很多以前生意很好的酒店如今生意萧条、业务萎缩的现象。在客户消费心理多变的现在,光有这些传统的手段已经不够,因为大家在这方面都做的不错。把握客户消费心理,提供给客户个性化的优质服务,已经成为酒店提高客户回头率,增加酒店销售额、保持酒店生意兴隆的重要手段之一。个性化的服务包括;个性化的快速预定服务,个性化的客户关怀,个性化的主动营销。要实现上述个性化优质服务,首先需要客户资料、消费资料的信息化,实现客户关系可管理化。针对上述情况,本文采用基于B/S(专用浏览器/服务器)的软件架构,其中浏览器是使用Delphi开发的专用浏览器。设计、开发了基于网络的酒店管理信息系统也叫酒店MIS系统(以下简称MIS)。在信息系统的建立过程中,主要参照当前部分酒店企业的服务流程,结合当前酒店工作人员的计算机操作能力,完成了系统的设计和编码方案。本系统使酒店的服务前台、管理人员、其他工作人员通过计算机进行数据管理,使信息数据保存在数据库中,数据的统计、查询和报表输出通过计算机进行操作,数据的发布和传达通过计算机网络进行传输。本系统提高了酒店客户服务质量、规范和统一了服务标准,实现了前台预定、客户服务、厨房加工等部门数据共享,促进了高效、科学和完整的管理体系的建立,对酒店为客户提供可行化服务有重要的作用。更多还原

【Abstract】 How to improve and maintain the favorable sales of a hotel might be the most important issue concerned by the hotel managers. With the increase of the awareness of consumption of the consumers, the market competition is becoming more intense. A lot of ever prosperous hotels have sunk into the business recession and shrinking. Currently, due to the changeable consumption psychology, the traditional way of management is far from enough to operate a successful hotel. To provide individualized service of high quality to customers based on their consumption psychology has already become one of the important methods to increase the rate of second glance and the sales, and to maintain the prosperous business of the hotel.The individualized services includes: individualized fast reservation service, individualized customer care, individualized positive marketing. To realize the above services, we need to informationize the customer and consumption information so as to manage the customer relations.To solve the above situation, this thesis elaborates the design and develop of management information system (MIS system for short) based on the B/S (browser/server) software framework, and the server used in this system is the special server developed by Delhpi. In the establishment of the information system, the design and coding scheme is completed with reference to the current service processes of some hotels, and with the computer operating abilities of the hotel staff taking into account. Therefore, this system can enable the data management by service cashier, managers and other related working staff through computers. Meanwhile, all the information data can be saved in the database and the statistics, check and report exporting of the data can be realized by computers, while the release and spread of the data can be sent by the computer network.This system has improved the service quality of hotels and standardized the service criteria, and enabled the data share by counter reservation, customer service and kitchen processing, etc., which will facilitate the establishment of efficient, scientific and complete management system and contribute to the supply of feasible services by hotels.更多还原