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The first phase of Haiquan Bay Resort in Zhuhai, Guangdong is centered on the rare ocean hot springs. It consists of two five-star Haiquan Bay Grand Metropark Hotel, the exciting and dynamic Mysterious Island Theme Park, Fisherman’s Wharf, which integrates food, entertainment and performances. High-tech dream theater, medical examination center equipped with first-class star service, sports club for health, expansion training camp to build elite teams, exotic Caribbean coast, high-end leisure golf, leisure fishing area and national self-driving car Composed of camps and other products and projects, it is a super-large tourism and leisure resort, a world-class hot spring resort and an international conference center with the most complete functions and comprehensive supporting facilities in China.
1. The current situation and problems of room reservation in Zhuhai Haiquanwan Hotel
At present, Zhuhai Haiquanwan room reservation is completed by the centralized control of the reservation center. For ground distributors, the order is sent to the reservation center by fax, and the reservation center completes the data entry in the hotel management system. Reservations for salespeople in the marketing department are made in the same way as ground distributors. The method used for website reservation is that the staff of the reservation center go to the website to check the order, and then enter the order into the PMS system. The way to make reservations for individual passengers is to call the reservation center, and the reservation center will help to complete the reservation.
The room reservation is completely completed by fax and telephone, resulting in a large number of service personnel, high labor cost, high order error rate, slow order response speed, untimely release of room status information, difficulty in implementing price adjustment, and poor communication between the reservation process and customer information. Complete and smooth, financial process management is difficult, order statistics are simple and primitive, and market analysis data cannot be fully mined.
2. The current situation and existing problems of various ticket bookings
The Hot Springs and Paradise Branches each have set up an adjustment center. The ticket reservations of various sales channels are notified to the adjustment center by fax. The adjustment center will send the daily reservation information to the ticket window, and the guests will go to the ticket window to pick up the tickets when they arrive.
In addition to the high labor cost, high error rate, slow response speed, difficult price adjustment, poor communication with customer information, and difficulty in financial management and control, this method of booking tickets is also prone to repurchase and reselling of tickets.
3. Booking function of Haiquan Bay website
Zhuhai Haiquanwan website now has the function of booking rooms and tickets on the page and the function of online payment through Alipay.
Without the support of a powerful database, page reservation cannot realize the real e-commerce function.
4. Status quo of Zhuhai Haiquanwan business management
The existing business management of Zhuhai Haiquanwan is completed through the method of bill circulation, and the financial data is processed centrally. The packaging and sorting of the company’s products need to be completed by manual operations. A large amount of daily business operation information can only be obtained by discrete means such as phone calls, faxes, QQ, and emails between people. In the process of business data circulation, the process of sharing data between relevant departments is complex, the data accuracy and integrity are low, the timeliness is poor, and the acquisition is difficult and labor costs are high.
Zhuhai Haiquanwan currently does not have complete customer information and member information, and almost all customer information is one-time, resulting in customer information not playing a corresponding role in the process of marketing and on-site customer service.
Business managers at all levels within the company cannot obtain real-time basic data and analysis data for business operations, lag in providing decision-making information, and are unable to obtain standardized and unified performance appraisal data for employees at all levels, which is not conducive to the company’s employees’ business performance appraisal management. .
According to the current situation of Haiquan Bay, Guangzhou Qier Technology Co., Ltd. designed and established three major management systems for it to solve its various problems.
1. Establish a central reservation system for scenic spots (hotel reservation, hot spring reservation, scenic spot ticket reservation)
The central reservation system is connected with various systems of Haiquan Bay to help reservation centers, planning and adjustment centers, sales management departments, direct sales departments, offices, contract travel agencies, contract merchants, cooperative websites, company members, front desk executive departments of each branch, conferences The organization department realizes online booking, online inquiry, product resource management, and product price management of guest rooms, catering, conference venues, tickets, etc.; realizes different types of reservation payment management for various sales channels and various customer groups; realizes channel distributors , business management and financial management of special merchants and cooperative websites.
The architecture diagram of Haiquan Bay Central Reservation System:
Main functions of the central reservation system
(1) Real-time room status query
Realize dynamic real-time, centralized hotel room status management, the real-time room status of the hotel can be viewed and monitored through the system, and revenue management and room price control can be performed.
(2) Real-time ticket query
Real-time query of all kinds of tickets under the non-hotel segment of Haiquan Bay.
(3) Real-time booking
Realize a unified interface, real-time hotel reservation, ticket reservation, reservation of all products and package package (including website reservation support) without geographical and time constraints. Including general customer booking, member booking, agreement company individual customer and group customer quick booking.Include booking enquiries
(4) Connect all departments of Haiquan Bay to realize information sharing and paperless office.
2. Establish an e-commerce platform system
Main functions of e-commerce system
1. Online booking
By calling CRS product related interfaces, it can support online reservation of hotel products, ticket products, package products, etc.; support functions such as reservation, prepayment, and electronic ticketing.
2. Conference management
Introduction of conference content and itinerary; introduction of conference destination information; traffic and weather information; registration of conference delegates; conference delegates logging in to book rooms and information on airport pick-up needs; information sending during the conference; download of relevant photos and conference materials after the conference.
3. Online payment
By calling the third-party interface, it supports online payment by credit card and debit card, as well as electronic payment such as Alipay and Tenpay. By calling the group CRM points interface, support point query and payment.
Payment information is stored in the financial system, and key information must be encrypted.
Relevant information is recorded on the client, and it can still be used when the client is opened next time.
4. Functions to be extended
Gift Mall: Online sales, gift of scenic spots.
3. Establish a resort electronic ticket system
Haiquan Bay Electronic Ticket System Architecture Diagram:
(1) Ticket type design of electronic ticket system
1. Hotel room card
All items of Haiquan Bay can be set in the hotel room card in any combination, and the hotel room card can also be purchased and consumed in the park at will.
2. Individual ticket – paper QR code ticket
After purchasing tickets at various ticket offices, the system will send a text message with a QR code to the customer’s mobile phone after the online booking is successful.
3. For group tickets, the tour guide or sales staff can collect the tickets at the front desk of the hotel.
4. Membership card
Swipe your card to buy or pick up tickets at various ticket offices, you cannot enter directly as a ticket.
5. It is not recommended to use customer ID cards and fingerprints as tickets.
6. It is not recommended to use the mobile phone MMS QR code as the ticket to enter the park directly with the mobile phone swiping the gate reader.
(2) Ticket sales point (ticket collection point)
1. Hotel front desk: apply for the room card, and set all kinds of ticket combinations into the room card;
Sell park, hot spring, theater tickets;
Accept hotel, theater, sports venue reservations;
Handle membership registration and issue membership cards;
Apply for a VIP card.
2. Customers of the sales department will be collected by the sales staff at the front desk of the hotel.
3. Park ticket office: Sell park tickets and issue QR code paper tickets.
4. Hot spring ticket office: Sell hot spring tickets and issue QR code paper tickets.
5. Theater ticket office: sell theater tickets, and theater tickets can choose the seat number. Issue a QR code paper ticket.
6. Recreation center front desk: Reservation and management of sports venues and equipment.
7. Travel agencies sell all tickets except hotels. It is recommended to set up a ticket printer in each travel agency, connect the printer to the e-commerce system, and print tickets on the spot according to the requirements of the guests, so as to prevent fake tickets and upload the ticket sales data of each travel agency to the RTS system in time.
(3) Consumption management system
All restaurants, shopping malls, canteens and ticketing points in the park support billing consumption with room card, membership card and VIP card swiping consumption. It supports cash and UnionPay card consumption, and reports and statistics are carried out separately on a daily basis. It is not recommended to use the guest ID card and fingerprint for debit consumption.
Establish three subsystems: 1. Invoicing management system 2. Restaurant POS system 3. Commodity POS system
(4) Ticket checking management of each branch
1. Hotel branch
Managed and counted by the hotel system
2. Hot Spring Branch
A: Hotel guests—hold the room card to the hot spring front desk—swipe the room card to register—receive the IC card key card—pass the entrance gate—enter the hot spring to put clothes and make purchases (consumption brushing the key card for billing)—the Pay the key card to the front desk for settlement – use the room card to swipe the card – insert the key card into the exit gate to leave the venue
B: Non-hotel guests – go to the hot spring ticket office to buy or collect tickets – take the ticket to the hot spring front desk – receive the IC card key card – pass the entrance gate – enter the hot spring to put clothes and make purchases (consumption brush the key card account) – hand over the key card to the front desk for settlement – pay cash or swipe UnionPay card – insert the key card into the exit gate to leave the venue
3. Paradise Branch
A: Hotel guests, take the room card and swipe the entrance gate directly to enter the park.
B: Non-hotel guests, go to the ticket office of the park to buy or collect tickets, and enter the park by swiping the QR code of the paper ticket.
4. Theater Branch
A: For hotel guests, you can swipe your room card at the front desk to get your tickets or go to the theater ticket office to swipe your room card to get your tickets. (Because the theater ticket has a seat number, you cannot enter directly by swiping the room card)
B: Non-hotel guests, go to the theater ticket office to buy or collect tickets, and enter the theater by swiping the QR code of the paper ticket.
5. Recreation and Sports Center
A: Hotel guests, swipe the room card directly at the front desk to register, and then swipe the room card to charge the account when they come out.
B: Non-hotel guests, register with ID card or QR code on mobile phone, and pay with UnionPay card, cash or membership card when leaving.
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