The invention discloses a hotel service and management method. According to the method, an interaction service process management module and a hotel internal process management module are provided. Aworking method of the interaction service process management module comprises the following steps of: 1, making a service demand for a hotel by a hotel guest through a hotel system entrance; 2, receiving the service demand of the guest by the hotel and carrying out identity authentication on the guest; 3, distributing services according to the hotel internal process management module; and 4, finishing the services, carrying out payment and comment on the services by the guest, and carrying out statistic on the services by the hotel. A working method of the hotel internal process management module comprises the following steps of: 1, initiating a hotel service work order; 2, implementing the hotel service work order: sending the work order to a constituted service staff to carry out implementation; and 3, finishing the implementation of the work order, modifying the state of the work order and carrying out statistic on corresponding work order data. According to the method, response canbe given to customers in time, so that convenience is brought to the customers, the hotel service efficiency is improved, the service range is expanded and more marketing chances and display platforms are provided for the hotels.