ORIGINAL ARTICLE
Research on Development Status and Trend of Unmanned Wisdom
Hotel System Based on Artificial Intelligence Service—Take Bangwei
Company as an Example
Rong Yi1,2
1Shaanxi College of Communication Technology, 710014, China 2Chang’an University, 710054, China
Abstract:With the advent of the Internet era, the world has embraced the era of smart tourism, and smart hotels based on artificial service only came into being and were favored by people. The artificial intelligence of the hotel industry is to use the computer program to help the hotel realize the cooperation between the human and the machine to provide customers with satisfaction and surprise. To improve the income for the owners and management companies, the hotel artificial intelligence can bring a new service experience to the guests. The development of the smart hotel system will become the latest topic in the hotel industry and a key measure for the transformation and upgrading of the hotel industry in the future.Based on the concept of unmanned smart hotel system, this paper discusses the problems that need to be solved in the current hotel industry, and discusses the connotation of the unmanned smart hotel system. Taking BangWei Company as an example, it focuses on the overall solution of the smart hotel system and looks forward to the hotel Smart development prospects. Through the research on smart hotels based on artificial intelligence services, it can be seen that the smart hotel system can bring the following values to hotels and guests: sucking powder, cultivating members, improving service quality, transforming OTA customers, and improving work efficiency. The introduction of the smart hotel system can greatly enhance the hotel's profits and reduce unnecessary expenses. On the other hand, it can bring guests an unprecedented technology fashion experience.
Keywords:Artificial Intelligence; Smart Hotel; Unmanned Hotel System
In 2019, "artificial intelligence" was once again written into the government work report, which not only showed the importance of artificial intelligence, but also reflected the continuity of China's vigorous development of artificial intelligence. Artificial intelligence belongs to the cutting-edge technology of scientific research and development in the world. It is closely related to information technology, computer technology, precision manufacturing technology and internet technology in the development process, and has certain influence on the development of various industries and fields. Hotel practitioners should recognize the relationship between artificial intelligence and human beings as soon as possible, constantly improve themselves, make good use of human strengths, and make good use of the ability to use machines. This will be an essential feature of the hotel industry.
The artificial intelligence of the hotel industry is to use the computer program to help the hotel realize the cooperation between the human and the machine to provide customers with satisfaction and surprise. To improve the income for the owners and management companies, the hotel artificial intelligence can bring a new service experience to the guests.
Copyright©2019RongYi
doi:10.18686/fm.v4i1.1576
Thisisanopen-accessarticledistributedunderthetermsoftheCreativeCommonsAttributionUnportedLicense
(http://creativecommons.org/licenses/by-nc/4.0/),whichpermitsunrestricteduse,distribution,andreproductioninanymedium,providedtheoriginal workisproperlycited.
At the same time, artificial intelligence provides a new conference experience for hotel guests. For example, through TTS speech synthesis technology, the speaker's voice can be converted into text and passed to the participants through subtitles. The effect of simultaneous interpretation can also be achieved through artificial intelligence.
At present, the artificial intelligence technology in the hotel industry is still in a backward stage. In the future, hotel IT companies should provide more high-quality product solutions from artificial intelligence, and also provide information solutions while fully considering information security. To prevent products from being attacked and threatened by illegal hackers, the development of artificial intelligence will provide more new applications for hotels and bring good news to human beings.
1. Unmanned wisdom hotel system overview
1.1 Hotel and smart hotel
The hotel was developed on the basis of the “Tingyi”, “Guest” and “Inn” in ancient times, with the development of humanity, social and economic development, and the development of science, culture, technology and transportation. The development of modern social economy has brought about the prosperity of world tourism and business, and the hotel industry has also developed rapidly, and it is becoming more and more luxurious and more modern.
Smart hotel means that the hotel has a complete intelligent system, which realizes the digital information service technology of the hotel through digitalization and network, and has the application of hotel lighting control system and the application of hotel air-conditioning control system.
1.2 Problems in the hotel industry and the application of artificial intelligence in the hotel
industry
Most of the current high-star hotels are located in first-tier cities such as North, Shanghai, Guangzhou and Shenzhen. These cities have huge market capacity and hotels.
The housing prices are high, the service quality is excellent, and the overall competition tends to become hot. Therefore, the level of hotel intelligence will be an important consideration for opening the hotel. According to the survey of hotel guests, the biggest problem facing the international hotel chain is that the hotel is not intelligent enough. The cumbersome stay leads to the decline of hotel profits and low occupancy rate. The following are some of the problems that the current hotel also needs to solve, and accelerating hotel intelligence is a top priority.
1.2.1 Issues of Current hotel to be solved
Throughout the management of Chinese and foreign hotels, there are many problems in the following aspects: First, the lack of cohesive corporate culture in the concept; the second business has a single business, the service quality does not match the interstellar level; third, management, Lack of scientific management methods and information systems and artificial intelligence services. Among the above problems, the artificial intelligence service of the hotel industry will be the core task to be solved in the future of the entire hotel industry. With the rise of the concept of "smart home", more and more people have set up artificial intelligence personal assistants such as Google Home and Amazon Echo at home. According to research by Kagan, a media research group, 12.5% of homes in the US can now be called “smart houses,” and this percentage will increase to 28% in 2021. Is the next goal of artificial intelligence to be the hotel industry? Marriott and Hilton have introduced the smart hotel concept.
1.2.2 Artificial intelligence came into being in the hotel industry
Ken Freeman, senior vice president of electronic information and communication products manufacturer Legrand, said: "It is now the Internet age. As people become more accustomed to smart homes, they will also want to enjoy the same intelligent accommodation experience in the hotel. Therefore, hotels must Add more smart elements to your room to meet this demand and attract a new generation of consumers."
Robert Cole, founder of hotel marketing and technology consulting firm Rock Cheetah, agrees. He said that intelligence will be the future trend, and more and more hotels will choose to connect rooms through the Internet of Things. Replicate the smart home experience that visitors enjoy while at home. But the concept of “smart hotel” is not
simple. In addition to the most basic technical thresholds, cost and security are also challenges that hotels need to face. The Marriott (Grand Hotel Group) also launched their own smart hotel project.
Marriott's senior president, Karim Khalifa, said they hope this smart room can anticipate the specific needs of visitors and further personalize their stay. What the Marriott Group and the Hilton Group’s “smart rooms” have in common is to provide consumers with a more personalized and smarter accommodation experience.
1.3 Unmanned wisdom hotel system
The unmanned smart hotel system replaces the manual service with the AI artificial intelligence service. The WeChat platform replaces the manual front desk, and the ID card replaces the new technology of the room card, the card-free power supply in the room, the voice intelligent control room equipment and the call service. Guests can complete the reservation, choose the house and pay through the hotel We Chat public number, and check the identity through the identity verification machine that is, use the brush face, ID card or We Chat to unlock the room, and continue to check and check out through We Chat. Say goodbye to the room card and tell others the front desk. Guests can open the elevator and room door locks, restaurant consumption and other full-face brushing or swiping ID cards. Smart Hotel makes the guest's reservations extremely simple, greatly saving guests time, just use the following steps: pay attention to the public number, room reservation, room type selection, WeCha power t payment, certification verification, face control, service evaluation, Wichita check out , room off, call service, room power and face service.
Figure 1.Guest booking process chart.
2. Status analysis and development trend of unmanned smart hotel system
2.1 Hotel intelligence
Hotel intelligence is an area that is constantly enriched and developed. As a place to directly serve guests, the hotel should fully consider personal privacy, personalized needs, and feel the comfort and convenience brought by high technology. At the same time, hotel materials consumption, energy consumption, personnel costs should also be considered to minimize and create benefits. The first intelligent access control system. The intelligent access control security management system is a new modern security management system. It integrates the automatic identification technology of microcomputers and modern security management measures. It involves many new technologies such as electronics, mechanics, optics, computer technology, communication technology, and biotechnology. It is an effective measure to solve the security management of important departments' entrances and exits. The second intelligent power take-off switch. By collecting the card information of the power-off switch, the card takes power, the card is powered
off, and the unauthorized card is rejected. The third interactive video system. Many hotels do not adapt to the hotel after the floor attendants are eliminated. Under this circumstance, if interactive video technology can be introduced, the efficiency can be improved, and the management cost can be reduced. It can make the hotel form a better digital brand.
At present, many famous international chain hotels in Xi'an, such as Hilton and Crustal Orange Hotel, adopt smart hotel system to facilitate guests' stay. In addition, some smaller hotels also use this system, such as Starry Sky Wisdom Hotel in West Street, Lianhu District, Ningxin Wisdom Hotel in Ziqiang West Road and Wisdom Tree Boutique Hotel in Qinling South Road, Linyi District. The Smart Hotel System has Bonavi's “Platinum” Smart Hotel System and We Hotel Smart Hotel System.
2.2 Hotel intelligent interactive video system
The hotel facilities include room introduction, catering facilities, etc. The hotel will fully display itself to the guests in the form of videos, so that guests can fully understand the hotel facilities and services, and digest the various needs of the guests in the hotel, increase the revenue of the hotel. The hotel can display its facilities or services in the form of an image or video clip. For example, the hotel can provide detailed information on the catering service, such as the floor, the environment, the drinks, the price, etc., to guide the guests to spend directly in the hotel, on the one hand, to solve the troubles for the guests. In addition, it also increased the income of the hotel. Without these introductions, guests often don't know about the hotel because they are new to the hotel. After introducing the catering facilities with high-definition interactive TV system, they can increase the average income by 20%-30%, which is quite a considerable proportion of the hotel.
2.3 Shangri-La hotel's smart hotel system
On November 8, 2018, Tencent and Shangri-La Group signed a strategic agreement in Shenzhen, starting with high-end “smart hotel” and gradually promoting the in-depth cooperation between the two parties at the group level. Tencent and Shangri-La's "Smart Hotel", each scene is like a science fiction film. Shangri-La hotel products combine Tencent Cloud's underlying IoT capabilities, AI capabilities and cloud-based capabilities to provide quick and easy access to the WeChat applet and AI speakers, helping hotels to provide better service, cost reduction and efficiency , precipitation data, and ultimately assist hotels to achieve higher business value. When guests walk into the door of this future hotel, there will be the following magical experiences:
First, enter the hotel, all the way unimpeded, brush the face open; with Tencent cloud face recognition and Internet of Things technology, open the hotel system, public security system data, "paint a face" at the hotel front desk to complete the identity verification, help customers Simplify the check-in process.
Second, enter the room, a password, temperature automatically adjust, any problem, voice call my "housekeeper"; inside the room, access Tencent cloud Xiaowei, allowing guests to enjoy 24h smart butler's personal service.
Third, at night, the lights are automatically lit when walking; when the sleep mode is turned on, the intelligent lighting in the room can be adjusted in real time in an adaptive environment. Based on intelligent sensing technology, the light in the room can be adjusted to the light and shade according to the changes of the surrounding environment to create the most suitable light. These scenes are not science fiction films, but the upcoming scenarios of “Smart Hotels” jointly created by Tencent and Shangri-La Hotels.
2.4 ATOUR Atour hotel's smart hotel system
Tencent and Atour’s “Smart Hotel”, each scene is like a science fiction film. Open the elevator, brush your face and easily enter the house; say a TV, the colorful programs are presented in front of you; you can adjust the indoor temperature, light brightness, water temperature and heat by turning on the mobile phone remote control. I don't want to cook, I said, "What's delicious in the neighborhood, Xiaowei?" Xiaowei is an intelligent voice service system, which will report all the nearby food to you, so that you can choose the food you want to eat and enjoy the food express. The joy of delivery home. The application of Tencent Cloud Intelligent Iota technology in the whole process of guests' stay,
the products provide guests with a natural and comfortable habitat, which provides a better service experience for the guests, and also improves the efficiency of the hotel and reduces the efficiency.
3. The total solution of unmanned smart hotel system based on artificial
intelligence---taking Bangwei Company as an example
Internet + Smart Hotel's total solution is designed to create a self-service, unattended smart hotel. Bangwei Company focuses on the overall solution of high-end hotel intelligent system, relying on strong technical development capabilities, more than 30 patented technologies, serving more than 400 high-end hotels. The company not only developed the guest control host system, but also developed and produced a series of products such as switch panel, electronic door display, networked door lock, visual cat eye, and induction card safe for the customer control system. The company has developed the following systems: “Platinum” smart hotel system, “Yuebin” We Chat occupancy system and room intelligent control system. In addition to the following advantages, the personalized customer control system has the core advantage of effectively improving the occupancy rate of the room.
Figure 2.Eight advantages of personalized custom control system.
Figure 3.Personalized custom control system Benefits to the hotel.
3.1 “Platinum” smart hotel system
and improve service quality. BWHIS3.01 “Platinum” hotel management software is based on “all self-service one-stop service guest”, based on the principle of “quick, convenient, intelligent and practical”, insisting on advanced, stable, scientific and rigorous The "Platinum" software adopts C/S+B/S innovative architecture, adopts Windows operating system and SQL Server large database. The development tools use Delphi, PowerBuilder and C languages to ensure high stability and high efficiency of the system. BWHIS3.01 “Platinum” hotel management software system includes: intelligent cloud platform, We Chat public platform, mobile platform, PMS, CRS, CRM, self-service terminal and so on.
3.1.1 "Platinum" eight subsystems
The “Platinum” system consists of eight subsystems: “Platinum” hotel management software PMS, guest self-service system, room guidance system, public area control system, room intelligent control system, service robot, IPTV system and card management system. The “Platinum” PMS is the information center and management core of the “Platinum” smart hotel system.
3.1.2 BWRC388 luxury hotel passenger control system
Hotel customer control system is divided into: luxury hotel guest control system, high-end hotel passenger control system, business hotel passenger control system, personalized custom passenger control system, visual cat eye, electronic door display, identification power switch, temperature control switch, " Shendian" light switch, "Athens" light luxury hotel passenger control system point switch, "Crystal" touch switch, "Haodian" touch switch, self-resetting rocker switch, induction card safe and management software.
It is very important for high-star hotels, giving guests a brand new experience, but also making guests feel convenient, free, safe, private, warm and considerate, and comfortable at home.
The BWRC388 customer control system is a total solution for the development of luxury hotel rooms in the mobile Internet era. The system is centered on serving guests. Guests can use the mobile phone We Chat or APP to book, pay, choose, open, renew and check out. It can also open room locks, lights and other electrical and service requests.
Figure 4.Customized customized control system function customization.
3.2 “Yuebin” We Chat check-in system
device, networked door lock, room power controller and so on. See the system diagram for details:
Figure 5."Yuebin" WHIS system diagram.
The guest We Chat opening process is as follows: Pay attention to the hotel public number reservation registered member choose the house payment to the store identity verification unlock the room room power -call service - the room is out when the phone is out - Check out - service evaluation.
The We Chat public platform has the following functions: (1) full self-service, multi-function, one-stop service; (2) social function; (3) scene marketing; (4) agglomeration fans; (5) online communication; (6) information push.
"Yuebin" Hotel We Chat check-in system management software includes: intelligent cloud platform, We Chat public platform, mobile platform, PMS, self-service terminal and so on.
Hotel We Chat check-in system software cloud platform mainly has two platforms: cloud service and We Chat cloud. The functions of the cloud service platform mainly include: interoperability of information between guests in the smart hotel alliance (in the case of hotel licensing) and automatic upgrade of system software; We Chat cloud platform mainly serves many functions on We Chat.
4. Conclusion
Through the study of smart hotels, we can see that the smart hotel system can bring the following values to hotels and guests: powder drainage, “Smart Hotel State”, fostering members, improving service quality, transforming OTA customers, and improving work efficiency.
The introduction of a smart hotel system can greatly increase the hotel's profits and reduce unnecessary expenses. Through a large number of smart hotel case studies, the following conclusions can be drawn: Take a 100-room business hotel as an example, the annual comprehensive income brought to the hotel is about 1.79 million Yuan. The first can increase housing prices - the application of AI Black Technology strongly supports the price increase of 65 Yuan / room, the opening rate of 63%, the room annual income increase of about 2.016 million Yuan; the second increase in occupancy rate - repeat customers and hourly room can increase 19.5% The number of newly opened houses is 1,650, and the income is increased by about 650,000 Yuan. The third is to reduce the efficiency of the staff. The front desk can reduce the number of employees by 4, saving about 195,000 Yuan per year. The fourth saving marketing cost -transforming 2,100 guests of OTA every year through We Chat platform. The marketing cost savings is about 115,000 Yuan.
The introduction of the smart hotel system can bring the following benefits to the guests: firstly reduce the troubles of waiting in the queue; secondly protect the privacy of the guests; third party does not need to register at the front desk for the second stay, you can directly brush your face or swipe your ID card to unlock Entering the room; the fourth service request and control equipment, do not move the mouth; the fifth to the guests who love black technology, bring unprecedented technology and fashion experience.
In summary, the unmanned smart hotel system based on artificial intelligence service can make hotel managers more efficient. Through human-machine collaboration, hotel artificial intelligence helps employees improve work efficiency; make hotel managers more efficient; artificial intelligence technology combined with marketing. Improve the hotel's precision marketing; at the same time, artificial intelligence can improve the hotel's financial efficiency and reduce the probability of financial risks.
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