Hotel Management System Integration Services
1. Introduction
It is generally accepted that the role of the web services in businesses is undoubtedly important. More and more commercial software systems extend their capability and power by using web services technology. Today the e-commerce is not merely using internet to transfer business data or supporting people to interact with dynamic web page, but are fundamentally changed by web services. The World Wide Web Consortiums Xtensible Markup Language (XML) and the Xtensible Stylesheet Language (XSL) are standards defined in the interest of multi-purpose publishing and content reuse and are increasingly being deployed in the construction of web services. Since XML is looked as the canonical message format, it could tie together thousands of systems programmed by hundreds of programming languages. Any program can be mapped into web service, while any web service can also be mapped into program. In this paper, we present a next generation commercial system in hotel industry that fully integrates the hotel Front Office system, Property Management System, Customer Relationship Management System, Quality Management system, Back Office system and Central Reservations System distributed in different locations. And we found that this system greatly improves both the hotel customer and hotel officer rsquo;s experiences in the hotel business work flow. Because current technologies are quite mature, it seems no difficulty to integrate the existing system and the new coming systems (for example, web-based applications or mobile applications).
However, currently in hotel industry there are few truly integrated systems used because there are so many heterogeneous systems already exist and scalability, maintenance, price, security issues then become huge to be overcome. From our study on Group Hotel Integration Reservation System (GHIRS), there are still challenges to integrate Enterprise Information System (EIS), Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together because of standardization, security and scalability problems, although GHIRS is one of few integration solutions to add or expand hotel software system in any size of hotel chains environment.
We developed this system to integrate the business flow of hotel management by using web services and software integration technologies. In this paper, firstly we describe a scenario of hotel reservation and discuss the interaction between GHIRS and human. Secondly we analyze details of design and implementation of this system. The result and implications of the studies on the development of GHIRS are shown in the later part. Finally we discuss some problems still need to be improved and possible future directions of development.
2. Hotel Reservation: A Business Case Study
Our initial thinking to develop GHIRS is to minimize the human interaction with the system. Since GHIRS is flexible and automated, it offers clear benefits for both hotel customers and hotel staff, especially for group hotel customers and group hotel companies. Group hotel companies usually have lots of hotels, restaurants, resorts, theme parks or casinos in different locations. For example, Shangri-La group has hundreds of hotels in different countries all over the world. These groups have certain customers who prefer to consume in hotels belong to the same group because they are membership of the group and can have individual services.
The first step of a scenario of hotel reservation is that the consumer plans and looks for a hotel according the location, price or whatever his criteria and then decides the hotel. Then he makes a reservation by telephone, fax, internet, or mail, or just through his travel agent. When hotel staff receives the request, they first look if they can provide available services. If there is enough resource in the hotel, they prepare the room, catering and transportation for the request and send back acknowledgement. At last the guest arrives and checks in. The business flow is quite simple; however, to accomplish all these tasks is burdensome for both the consumer side and the hotel side without an efficient and integrated hotel management system.
Telephone may be a good way to make a reservation because it is beyond the limit of time and space. Guests can call hotels at any time and any place. However, it costs much when the hotel is far away from the city where guest lives,especially the hotel locates in a different country. Moreover, if there is a group of four or five people to make reservation together, it would take a long time for hotel staff to record all the information they need. Making reservation by travel agent saves consumersrsquo;time a cost, but there is still millions of work for agent to do. They gather the requirements from consumers, then distribute to proper destination hotels. Because these hotels donrsquo;t use a same system (these thousands of hotels may use hundreds of management systems), someone, agent or hotel staff, must face the problem how to handle information from different sources with different hotel management systems to different destinations.
Web service becomes the tool to solve these problems. Our web services integrate the web server and hotel management system together, and everyone gets benefit. Booking a room easily anywhere and anytime becomes possible by using GHIRS. Consumer browses websites and finds hotel using his PC, PDA or mobile phone (WAP supported), after his identity is accepted, he can book a reservation. Two minutes later he can get the acknowledgement from the hotel by mobile phone text message or multimedia message, or email sent to his email account or just acknowledgement on the dynamic web page, if he hasnrsquo;tleave the website. The response time may take a lit
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酒店管理系统集成服务
1. 简介
人们普遍认为，web服务在企业中的角色无疑是重要的。越来越多的商业软件系统通过使用web服务技术来扩展他们的能力。今天，电子商务不仅仅是使用互联网来传输业务数据或支持人们与动态web页面交互，而是通过web服务从根本上改变了。万维网联盟的可xtenof标记语言（XML）和可xtenweb样式表语言（XSL）是为多用途发布和内容重用而定义的标准，并且越来越多地部署在Web服务的构建中。由于XML被看作是规范的消息格式，所以它可以将数千个由数百种编程语言编写的系统捆绑在一起。任何程序都可以映射到web服务，而任何web服务也可以映射到程序中。摘要本文介绍了酒店行业的下一代商业系统，充分整合了酒店前台系统、物业管理系统、客户关系管理系统、质量管理体系、后台办公系统和中央预约系统。我们发现，该系统大大提高了酒店客户和酒店管理人员在酒店业务流程中的经验。由于当前的技术相当成熟，所以集成现有系统和新的系统（例如基于web的应用程序或移动应用程序）似乎没有困难。
然而，目前在酒店行业中，很少有真正的集成系统，因为有太多的异构系统已经存在，可伸缩性、维护、价格、安全问题变得非常庞大。从我们研究集团酒店预订系统集成(GHIRS),仍有挑战集成企业信息系统(EIS)、企业信息门户(EIP)系统,客户关系管理系统(CRM)、供应链管理(SCM)一起,因为标准化、安全性和可伸缩性问题,尽管GHIRS为数不多的集成解决方案添加或扩大酒店软件系统在任何规模的连锁酒店环境。
我们开发了这个系统，通过使用web服务和软件集成技术来集成酒店管理的业务流程。
本文首先描述了酒店预订的场景，并讨论了GHIRS与人之间的交互作用。其次我们分析了这个系统的设计和实现的细节。研究对GHIRS发展的研究结果和意义在后面部分进行了介绍。最后，我们讨论了一些仍然需要改进的问题，以及未来可能的发展方向。
2．酒店预订：一个商业案例研究
我们最初的想法是开发GHIRS，以最小化人类与系统的交互。由于GHIRS是灵活和自动化的，它为酒店客户和酒店员工提供了明显的好处，特别是对集团酒店客户和集团酒店公司。集团酒店通常在不同的地方有很多酒店、餐厅、度假村、主题公园或赌场。例如，香格里拉集团在世界各地的不同国家拥有数百家酒店。
这些团体有一些喜欢在酒店消费的顾客属于同一群体，因为他们是集团的会员，可以有单独的服务。酒店预订场景的第一步是，消费者计划根据地点、价格或任何标准来寻找酒店，然后决定酒店。然后，他通过电话、传真、互联网或邮件预订，或者通过他的旅行社预订。当酒店员工收到请求时，他们首先会查看是否可以提供可用的服务。如果酒店有足够的资源，他们会为客人准备房间、餐饮和交通，并送回确认。最后客人来了，并登记入住。业务流程非常简单;然而，如果没有一个高效、综合的酒店管理系统，完成所有这些任务对消费者和酒店都是负担。
电话可能是预订的好方法，因为它超出了时间和空间的限制。客人可以在任何时间和任何地点打电话给酒店。然而，酒店离客人居住的城市很远，尤其是酒店位于另一个国家，这要花很多钱。此外，如果有四、五个人一起预订，酒店员工需要很长时间才能记录下他们需要的所有信息。由旅行社预订，可以节省消费者的时间，但仍有数百万的工作要做。他们从消费者那里收集需求，然后分发到合适的目的地酒店。因为这些酒店不使用相同的系统（这数千家酒店可能使用数百种管理系统），某人、代理商或酒店员工，必须面对如何处理来自不同来源的信息，以及不同的酒店管理系统到不同的目的地。
Web服务成为解决这些问题的工具。我们的web服务将web服务器和酒店管理系统集成在一起，每个人都从中受益。通过使用GHIRS，在任何地方和任何时间都可以轻松地预订房间。消费者浏览网站，发现酒店使用他的个人电脑、PDA或手机（WAP支持），在他的身份被接受后，他可以预订。两分钟后，他可以通过手机短信或多媒体信息，或者发送到他的电子邮件账户的电子邮件，或者在动态网页上确认他的信息，如果他没有离开网站的话。响应时间可能会稍微长一点，因为当酒店收到任务时，在某些情况下，酒店员工应该检查是否有干净和空房间。
web服务是一个标准接口，所有旅行社都可以通过internet轻松地处理、收集和分发预订信息。当预订要求被确认时，酒店员工会为客人准备房间、餐饮和交通。
由于这些信息已经存储在数据库中，所以连锁酒店的每个部分都可以共享它并正确地工作。例如，前台和家政部门的员工可以根据数据为客人准备房间，后台办公室的工作人员可以为餐饮目的储存材料，酒店经理可以通过他的浏览器在企业信息门户网站上查看企业报告。然后生成房间租金比率报告、房间状态报告、每日收入报告和其他实时业务报告。该集团的经理可以通过系统访问任何酒店的任何报告。在本文的后面部分，我们将展示消费者、代理商和酒店员工如何有效地利用GHIRS进行工作。GHIRS适用于小型大型连锁酒店和管理公司，尤其适合酒店集团。它真正的腾飞，与全球分销系统的无缝连接，从而提供了全球范围的预订访问。它还通过互联网提供实时的在线预订。
3酒店管理系统的集成
ghirs 是基础上发展起来的一个存在的酒店管理系统 FoxhisTM。FoxhisTM 股份的最大部分软件市场在酒店业中国。 FoxhisTM 版本 5 具有分布式客户机 / 服务器架构，服务器经营 SCO-UNIX 客户端运行微软视窗和使用数据库对操作系统。该系统包括前台系统，物业管理系统，质量管理体系，人力资源管理系统，企业信息门户系统（信息门户） ，客户关系管理系统（客户关系管理）供应链管理系统（单片机）。该系统主要是基于网络环境。大部分工作是在做一家酒店的系统。它没有客户自助服务。如果消费者想预订房间，酒店工作人员在当地饭店必须帮助客人记录了他的请求，虽然已经做了很多 FoxhisTM 系统自动工作。
当系统被部署在不同的酒店中，这些酒店是一个组的一部分，共享数据就成了一个问题。举个例子，如果该集团有10家酒店，至少会有10家本地数据库来存储消费者数据。因为酒店需要实时的系统响应，所以这10家酒店可以在同一个本地网络中找到不存在的地方。因此，一个客人可能在不同的酒店有不同的记录，而且信息是不能共享的。通过web服务作为接口，这些数据可以很容易地交换。
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