hotel management

Chapter 42 Information Management (2)
The work management module is a tool for users to control and coordinate the whole process of work—from work planning to work execution records, and then to reports and summaries after work completion.At the same time, it communicates and shares various information during work (such as complaints from guests, feedback, and coordination of various departments) within the hotel.The following four parts make up the work management system.

1. Work plan
The work plan module is divided into two parts, the project work plan and the custom routine work plan within the enterprise.The project work plan can completely track the entire process from the formulation of a project plan to the completion of the plan on site.Routine work planning is a powerful work management control tool provided within the unit.By customizing the filling requirements of various types of work plans (such as daily work plan, weekly work plan, and monthly work plan) (such as filling in the daily plan must be completed at 16:00 of the previous day), afterwards, each department The statistics and supervision of the filling and implementation of work plans make the work arrangements of various departments more standardized and effective, enabling managers to effectively supervise and manage various departments and improve management efficiency.After the work plan is generated, it can be dispatched to departments or personnel as work tasks, and the task completion status can be monitored at any time.

2. Tasks
This function can provide unified management of tasks such as task formulation, task assignment, task execution, task monitoring, and task evaluation.The assessment of participants during task execution is also part of work task management. During and after task execution, the system can provide analysis and summary of personnel work efficiency, quality, and time spent, providing users with information on personnel conditions during the entire process of task execution. Great help.

3. Daily affairs processing
It includes the records of daily affairs within and between departments, enabling seamless cooperation and rapid coordination between departments through the transmission and feedback of daily affairs records.

4. Work record
The function of this module can automatically record the work of a department or a certain job position. It can classify and sort the daily records, record the shifts of each staff member, and organize each record or multiple records. Together generate reports for leadership review.

([-]) Information retrieval subsystem
The OA system provides a strong full-text information retrieval function.Just input a keyword to search in the database, the system will find out all files containing this keyword, and display these files on the screen according to the frequency of occurrence of this keyword.

([-]) Workflow management subsystem
The OA system provides strong support for the application of workflow.In daily work, the completion of a job needs to go through multiple steps. For example, the ordering process is a workflow. The first step is to draft an order report for the salesman. The report includes the variety, specification and quantity of the goods to be ordered, and then The report is submitted to the corresponding supervisor for approval, and the report approved by the leader is handed over to the finance, and finally the finance determines the required funds according to the report.In the OA system, the functions of the database and e-mail are combined, so the relevant personnel of a job only need to pass the relevant records or views in the database to the relevant personnel as e-mail, and the system will form a set of specifications, Orderly workflow.

([-]) Telecommunication subsystem

Remote communication is also called mobile communication, and this function is mainly aimed at remote users and business travelers.When the manager is on a business trip or after get off work, as long as he has a laptop, he can maintain communication with the hotel OA or other people through the telephone line, so that the manager can work as in the office and handle office or other official affairs .

([-]) Internet Access Subsystem

The hotel OA system allows access to the Internet and allows information exchange with the outside world. The function of accessing the Internet provided by the OA system is very flexible and convenient to use, and the user exit can be managed uniformly.The general system provides a browser, and built-in Microsoft's Internet:: Explorer.Users can use these browsers, or other browsers, such as Netscape::Navigator, etc.

The hotel OA system should also have functional modules such as meeting management, electronic file cabinets, staff dynamics, institutional personnel, customer management, etc., as well as personal management modules such as schedules, emails, to-do items, and business card folders, as well as focus forums and bulletin boards. , experience exchange, rules and regulations, resource booking, electronic publications and other public modules.

The third (section) decision support system

[-]. Concept

Decision support system (Decision::, support::, system, referred to as DSS) is a high-level part of the management information system, which can exist alone or as a subsystem in the high-level management information system.The concept of decision support system was proposed by some American scholars in the early 20s.It is a computer-based human-computer interactive information system that assists decision makers to use data and models to solve semi-structured or unstructured management problems. Its function is to assist managers in making auxiliary decisions and help managers at all levels improve their decision-making capabilities. and levels.

In the planning, organization, control and coordination of hotel operations, there are problems of how to make reasonable decisions, such as product production and service commitment decisions, raw material and consumable procurement decisions, marketing decisions, and human resource management. Decision-making, price positioning decision-making, financial planning and investment decision-making, corporate image planning decision-making, etc.In the information society, people's wisdom and judgment alone are no longer competent for these management decisions. Computers must be used as a scientific tool. Decision support system is an auxiliary decision-making software system designed using computer technology.

[-]. Features and functions
The decision support system is developed on the basis of the management information system. Compared with the management information system MIS, DSS has the following characteristics:
(1) DSS is used by managers or decision makers at all levels of the enterprise to provide support for their decision-making activities;
(2) DSS takes the decision support of semi-structured or unstructured problems as the working object.The emphasis is on supporting rather than replacing;
(3) The operation of DSS is model-driven;

(4) The process of dealing with problems in DSS emphasizes the interactive way to make full use of the data, methods and models in DSS.

According to the working mode and characteristics of the above-mentioned DSS, the DSS should have the following functions:
(1) It has the function of setting and modifying decision-making objectives, parameters and probabilities;

(2) It has the functions of retrieval and management of data and models;

(3) It has the generation and comparison functions of the decision-making party;

(4) It has the functions of interpretation and coordination of decision-making;
(5) It has the functions of displaying, absorbing and merging language, numerical and graphic information;
(6) It has the function of forming strategic assumptions based on knowledge and reasoning rules.

Among the above functions (5) and (6), two need the support of artificial intelligence technology.In order to realize these functions, DSS must have technical capabilities such as various data self-care model generation, method invocation, simulation analysis, report and graph generation, and knowledge picking, as well as the support of software and hardware environments.

[-]. System Functions of Hotel Decision Support System (HDSS)
Only a flexible and convenient decision support system is suitable for hotels. Management decisions are effective and can help managers find new business goals and ideas for solving problems. Therefore, it should have the following five functions.

1. Easy to operate
Managers at all levels and the general manager of the hotel are non-computer technicians, and they don’t know much about the working principle of computers and related technologies. Therefore, the designed system must be easy to operate and use, and can support operators to find new ones through man-machine dialogue. A unique approach to solving problems, making decisions, and solving problems that cannot normally be solved in an HMIS environment.In addition to being easy to operate, the hotel decision support system should also pay attention to the management style of decision makers. To make the system adapt to people, it can naturally expand the ability to analyze and solve problems.

2. Easy to understand
The sum of the language processing capabilities provided by the hotel decision support system to decision makers is called the language system.The language system is the communication mechanism between decision makers and other parts of HDSS, and it is also a tool for dialogue between decision makers and HDSS. On the one hand, it provides decision makers with a carrier to express problems, and on the other hand, the expression methods used by decision makers are also limited. The language system of HDSS should generally have the functions of expression, recognition, memory and understanding.

3. Rich knowledge system

A knowledge system is a must-have function for a decision support system. Many functions of an HDSS come from the knowledge in the hotel field. Usually, decision makers do not have time to collect a large number of facts. Certain subsets of these facts are essential for a specific reasonable decision. important.The knowledge mentioned here may be the experience and lessons of others, the external environment of the decision-making problem, the formulas, models or rules used in the decision-making process, as well as various analysis tools, reasoning rules and evaluation standards. The knowledge in HDSS must be stored in the system in an organized way, and the corresponding operating rules must be constructed so that the system can effectively use the knowledge when performing specific decision-making problems.

4. Flexible processing system

The main function of the hotel decision support system is to accept symbol strings that conform to the rules of the language system, translate them into corresponding decision-making knowledge control rules, and generate information to support the decision-making process.This mechanism of linking the language system and the knowledge system with the ability to translate and "understand" the operational requirements of decision makers is the problem-handling system.The problem handling system is the core mechanism of HDSS, the function of HDSS, and the actual interface between the decision support capability of HDSS and the specific decision-making problems of decision makers. It is the key and difficulty of HDSS.

5. Rich mathematical and statistical models

Decision support systems with rich mathematical and statistical models are successful.These models may be simple or complex, standard or customary. HDSS utilizes the human-computer interaction interface to help decision-makers use intelligent information processing capabilities to construct various analysis and decision-making models. These models can reflect the objective problems faced by hotel management and provide multiple solutions to one question. Decision-makers can answer these answers Make a judgment or choice.

(End of this chapter)