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现代大多数酒店都是提供食、住、娱一条龙服务,然而不可避免的在顾客入住时会对酒店的服务存在意见和建议,能否有效的处理顾客的反馈,关系到酒店的利益和长远发展。现在酒店大多采取的方式还是纸质意见薄或者是在OTA平台上收集一些评论,然而这些方式并没有很好地督促酒店去解决问题、为顾客提供更优质的服务,顾客提出的意见和建议发挥的价值与作用并不明显,如何将意见簿与现代科技相结合从而发挥更大的优势是本文研究的重点。随着大数据时代的到来,智能化酒店的快速兴起,管理信息系统的出现,酒店也应当把握发展潮流,不断更新进步兼容并包。主要的研究思路是将酒店与智能手机这个覆盖面最广的客户端相连接,建立一个平台,顾客可以将所有关于酒店的意见和建议的信息在这个平台进行传递,同时在客房和餐饮处也会安装平板设备,让客人在没有携带手机的情况下也能方便快捷的表达自己的诉求,这样改进后的意见簿拉近了酒店方和顾客方的距离,使用简单、可留底存档、能利用科学技术进行高效处理和数据分析,在一定程度上推动酒店行业的服务质量与改革发展。
Most modern hotels provide food, accommodation and entertainment through-train service. However, they will inevitably have opinions and suggestions on hotel services when they check in. Whether they can effectively handle feedback from customers is of great importance to the hotel’s interests and long- development of. Now most of the hotel to take the way paper comments or the OTA platform to collect some comments, but these methods do not properly urge the hotel to solve the problem, to provide customers with better service, customer comments and suggestions The value and the role are not obvious. How to combine the opinion book and modern science and technology to exert greater advantage is the key point of this paper. With the advent of big data era, the rapid rise of intelligent hotels and the emergence of management information systems, hotels should also grasp the development trend and keep updating, improving and compatible with each other. The main research idea is to connect the hotel to the most widely available client of the smartphone, creating a platform where customers can pass all the information about the hotel’s opinions and suggestions on this platform, as well as in the guest rooms and dining areas Install the tablet device, so that guests can express their demands quickly and easily without carrying a cell phone, so that the improved opinion book closer to the hotel and the customer side distance, easy to use, can be kept at the end of the archive, can use Science and technology for efficient processing and data analysis, to a certain extent, promote the hotel industry’s service quality and reform and development.