为期两天的ECIO 2020华东CIO大会在上海顺利召开。本次大会两天共五大会场。主会场上大咖云集共享共论“数字化智能化新未来新探索”。分会场上各类行业大咖汇聚，就“流程与变革”、“新技术与创新”、“智造与互联”、“安全与基础架构”四大主题进行交流探讨。
本次大会云集了江浙沪等东部沿海地区的CIO参加，总计超过3000人注册报名，是一次规模巨大的行业盛会，促进了疫情后期的行业交流。
浙旅蝶来酒店集团IT总经理来卓佳受CXO UNION（CXO联盟）、华东CIO大会组委会邀出席本次峰会，并发表《酒店数字化运营》的主题演讲。
一、浙旅蝶来酒店集团
浙旅蝶来是属于全资的公司，主要是负责酒店的业务投资运营和管理的一家集团公司。这家酒店分布11个省，22个市，也是60强，主要蝶来三舍、蝶来雅谷等等。
二、演讲节选
大家都住过酒店、房间，怎么样把一个脏房变成可以卖的房间呢？
服务员开始打扫，通过这些记录，换床单，物号等等，报修，到服务员完成以后会提交给领班进行查房，完成了以后才能出售，整个过程就是这样。包括所有的服务，加一瓶水等都是通过系统来解决。
华东CIO大会www.ecio.com.cn
（一）酒店运营的四大痛点
①内部沟通低效
内部来讲，一个是上级跟下级的传达，包括每个层级的平衡的传达可能会有误差，房间会漏报，房号会报错等等。
②对客服务管理无序
所有的流程都是通过打电话才知道，打扫了哪些房间，有哪几个房间是抢出来的，就没有掌握实时的管理。
③纸质台账查错
出现问题以后，追溯的时候，要翻阅大量台账才能看到。
④没有数据支撑决策
（二）酒店服务平台的五大板块
①房务华东CIO大会www.ecio.com.cn
服务员每天拿到了手机，然后手机上就会告知她你今天要打扫哪些房间。
哪些房间是优先的？服务员登录手机以后确认进房，进来以后主要是做了3件事情：一个是会打扫房间；第二个就是查一下这些设施设备有没有要维修的；第三个事情就是会把这些物件增补，床单要换，六件套，牙刷，茶具这些。
这些的操作完成以后就可以结束工作，同样这一块信息流程所有的都是到前台的PMS，就是我们全流程的ERP。
服务员点完以后，领班就会接到任务，原来领班基本上分区域管流程的是在巡查的，巡查到一间就进房，这个通过手机报马上就能看到这个信息。
领班做什么事情呢？进房间一个是你报修了以后工程部来维修，有没有修好要检查一下；第二个就是对服务员打扫卫生的质量进行评分；第三个就点出房。原来我们都是打个电话给总机，或者是前台改一下，直接退房以后把房态改成可出售，这样就减少了环节。华东CIO大会www.ecio.com.cn
②对客服务
对客服务的流程也进行了调整。原来都是能感受到，我要一瓶水，打个电话给酒店，然后会派相对应的服务员上门送水，现在客人或者是员工打电话给总机。一般情况下，这个总机一个酒店都会派房务中心，这样把人员集中起来，通过系统下单给执行者，执行者会根据我前面设定好的逻辑进行派工。
当然了上面还有一个上报任务，对每一项工作都有时限要求，同样是送一瓶水，不同的区域时间设定不一样，比如说送一瓶水5分钟，服务员还没有做好就会上报领班，领班觉得还没有催就上报到经理或者是总经理，这样提高服务质量。
服务员接到任务很简单，因为我们也考虑到很多的一线员工，阿姨也好，工程部的师傅也好，文化水平偏低，尽可能用一些简单的操作让他们去做，点一下就完成了。
工程就复杂一点，会遇到很多的问题。有一些是物料，有一些客人不在不能修，等等这些都考虑到了。修完以后工程部跟客房部再做确认。
因为有的时候，工程部和客房部关系非常微妙，总是站在各自的本位主义。通过这套系统，我们在后面实施的过程当中，他们两个部门非常友好，都在系统上把事情说明白了，没有任何的推诿。华东CIO大会www.ecio.com.cn
③客服
现在新生代喜欢用手机，电话都不打了。所以我们开发了一个小程序，金管家服务，通过这些按纽进行有偿无偿的服务。都是用大的图标和字眼，让服务员明白迅速的操作。
④能耗管理
能耗管理加上了一些物联网的技术，进行实时数据的采集。还有一块是设备管理，所有的设备管理进行台账数字化，方便查找。还有一块是保养，比如说电梯每一个设备都是有保养周期的，做到实时的提醒。
⑤报表
系统自动生成的报表给管理层班子，就能够知道前一天有多少的客房，有多少的维修房，清扫房，大嫂的效率怎么样，包括配送的物料怎么样，哪些是服务的高峰？这样能够合理的做好一个物料以及人员的安排。
这一块是我们跟微信做了合作，通过金房卡这一块实时做一些细分营销类的活动，这个大家也都用到了。华东CIO大会www.ecio.com.cn
我们其实不是单一孤立的系统，我们跟前台的PMS高度集成。
我讲个例子，房态或者是住客信息，我昨天就碰到了，前台给我做了一张房卡，到电梯口有梯控进不去，又拖了行李，没有这套系统又到前台说卡不行。
如果有这套系统就可以直接通过这个系统跟酒店有触达，迅速的能够解决，服务员也能看到，一般的流程都是跟客人确定好信息才开房间的。
（三）平台的成效
对于酒店来讲，信息化起步是比较早的，从DOS就开始有了，但是往往趋势推动力比工业制造业缓慢一点，这一块的工作还是蛮传统的，所以说这套系统基本上就填补了客房的信息化空白。
第二个就是提高了客人的体验，第三个就是提高了整体的效率，因为减少了不少的环节，第四个节省很多的成本，包括人员通过这套系统节省了好几个酒店，至少是少了3个人或者是6个人，一半一半的少。我们的系统也参加了一些奖项，获得了一些证书。
华东CIO大会www.ecio.com.cn
翻译：
The two-day ECIO 2020 East China CIO Conference was successfully held in Shanghai. There are five venues in the two days of this conference. In the main venue, celebrities gathered to discuss “New future and new exploration of digital intelligence”. Major figures from various industries gathered in the forum to exchange and discuss four themes: “Process and change”, “New technology and innovation”, “smart manufacturing and interconnection”, and “Security and infrastructure”.
This conference gathered CIOs from Jiangsu, Zhejiang, Shanghai and other eastern coastal areas to attend, a total of more than 3,000 people registered for registration, is a huge industry event, promote the industry exchange in the late stage of the epidemic.
Invited by CXO UNION and the organizing committee of CIO Conference of East China, Mr. Lai Zhuojia, General Manager of IT of Zhejiang Tourism and Dielai Hotel Group, attended the summit and delivered a keynote speech on Hotel Digital Operation.华东CIO大会www.ecio.com.cn
Zhejiang Tourism Die Lai Hotel Group
Zhejiang Tourism Die Lai is a wholly-owned company, mainly responsible for the hotel business investment operation and management of a group company. This hotel is distributed in 11 provinces, 22 cities, is also one of the top 60, mainly butterfly Lai Sanshe, butterfly Lai Ya Valley and so on.
Speech excerpt
Everyone has stayed in a hotel, a room, how do you turn a dirty room into a sellable room?华东CIO大会www.ecio.com.cn
The waiter starts to clean, through these records, change the sheets, item number and so on, report for repair, when the waiter finishes, it will be submitted to the foreman for ward round, after the completion, it can be sold, the whole process is like this. Including all the services, adding a bottle of water and so on are handled through the system.
Four pain points of hotel operation
① Internal communication is inefficient
Internally, one is the communication between superiors and subordinates, including the balanced communication of each level, there may be errors, room will be missed, room number will be reported wrong, etc.
(2) disordered customer service management
All the processes are known through phone calls, which rooms have been cleaned and which rooms have been taken out, so there is no real-time management.
③ The paper ledger is checked incorrectly
When something goes wrong, you have to go back through a lot of books to see it.
(4) There is no data to support decision-making
Five sections of the hotel service platform
① housing affairs
The maid gets the phone every day, and it tells her which rooms you have to clean today.
Which rooms are priority? After the attendant login mobile phone to confirm the room, come in after the main is to do 3 things: one is to clean the room; The second is to check whether these facilities and equipment to repair; The third thing is to replace these items, bed sheets to change, six-piece sets, toothbrushes, tea sets.
After these operations are completed, the work can be finished. Similarly, all the information processes in this piece are PMS to the front desk, which is the ERP of our whole process.华东CIO大会www.ecio.com.cn
After the waiter finished, the foreman will receive the task, the original foreman is basically in the regional management process is in the inspection, inspection to a room, this through the mobile phone immediately can see this information.
What does the foreman do? When you enter the room, the engineering department will come to repair you after you have applied for repair. The second is to rate the quality of housekeeping; And the third one is the room. Originally, we call the switchboard, or the front desk to change, directly after checking out to change the room state to sell, which reduces the link.
(2) Customer service
The customer service process has also been adjusted. I asked for a bottle of water, made a phone call to the hotel, and then sent the corresponding waiter to the door to deliver the water. Now the customer or the employee calls the switchboard. In general, the switchboard will be assigned to the room service center of a hotel, so that the personnel will be concentrated and ordered to the executor through the system. The executor will assign workers according to the logic I set before.
The same is to send a bottle of water, different areas of the time set is not the same, for example, send a bottle of water for 5 minutes, the waiter is not done will be reported to the foreman, the foreman feels not urged to report to the manager or general manager, so as to improve the quality of service.
It is very simple for the waiter to receive the task, because we also take into account a lot of front-line employees, aunts or engineers or low level of education, as far as possible with some simple operations to let them do, click on the finish.
The project is a little more complex, will encounter a lot of problems. Some are materials, some customers can not be repaired, and so on these are taken into account. The engineering department will confirm with the Housekeeping Department after the repair.
Because sometimes, the engineering department and housekeeping department are very delicate, always stand on their own departmentalism. Through this system, in our later implementation process, the two departments were very friendly and both explained things clearly in the system without any buck-passing.
③ Customer service
Now the new generation likes to use mobile phones, they don’t even make phone calls. So we developed a small program, the Gold Butler Service, through these buttons for free service. Are the use of large ICONS and words, let the waiter understand the quick operation.
④ Energy consumption management
Energy management is coupled with some Internet of Things technology for real-time data acquisition. There is also a piece of equipment management, all equipment management ledger digitization, easy to find. There is also a maintenance, such as the elevator every equipment is maintenance cycle, do real-time reminders.
⑤ Report华东CIO大会www.ecio.com.cn
The system automatically generates the report to the management team, can know the day before how many rooms, how many maintenance rooms, cleaning rooms, sister-in-law efficiency, including the distribution of materials, which is the peak of service? This can be a reasonable arrangement of materials and personnel.
This piece is that we have done cooperation with wechat, through the golden room card this piece of real-time to do some subdivision marketing activities, this we are also used.
We are not a single isolated system. We are highly integrated with the PMS on the front desk.
Let me give you an example, room status or guest information, which I met yesterday. The front desk made a room card for me, but I couldn’t get in because of the ladder control at the elevator entrance, and I dragged my luggage. Without this system, I told the front desk that the card was not good.
If you have this system, you can directly touch the hotel through this system, quickly can be solved, the waiter can also see, the general process is to determine the information with the guests before opening the room.
Effectiveness of the platform
For the hotel, the informationization start is relatively early, from DOS began to have, but often the trend driving force is slower than the industrial manufacturing industry, this piece of work is quite traditional, so this system basically fills the information blank of the guest room.
The second is to improve the guest experience, the third is to improve the overall efficiency, because a lot of links are reduced, the fourth is to save a lot of costs, including personnel through this system to save several hotels, at least 3 or 6 people, half and half less. Our system has also entered some awards and obtained some certificates.华东CIO大会www.ecio.com.cn
发表回复