Smart hotel lobby management registration training system

Abstract

The invention discloses a smart hotel lobby management registration training system, which relates to the technical field of hotel management and training and comprises a user interaction module, a training course management module, a virtual scene simulation module, an intelligent evaluation module, a big data analysis module and a system management module. The user interaction module is used for realizing interaction operation between trainees and the system, the interaction operation comprises information input and training result output, the trainees input personal information, training requirements and the like through the module, and the system displays information such as training course content, virtual scene pictures and evaluation results to the trainees through the module. The user interaction module adopts a plurality of interaction modes such as a touch screen and voice interaction, operation of trainees is facilitated, interaction experience is improved, the intelligent evaluation module and the big data analysis module can find problems and defects of the trainees in time, targeted improvement suggestions are provided, and the training effect is further improved.

Description

Technical Field

[0001] The present invention relates to the field of hotel management and training technology, and in particular to a smart hotel front office management registration and training system. Background Art

[0002] With the rapid development of the hotel industry, the requirements for the professional quality and business capabilities of front office service personnel are becoming increasingly higher. Front office management registration work is a key link in hotel operations, including check-in registration, check-out settlement, information inquiry, customer service, and many other aspects. Its service quality directly affects the hotel's image and customer satisfaction. Currently, hotel front office management registration training mainly adopts traditional training methods, such as centralized lectures and veteran employees mentoring new employees. Centralized lectures are often mainly theoretical explanations and lack practical operation scenarios. It is difficult for new employees to quickly apply theoretical knowledge to actual work. The training effect of veteran employees mentoring new employees is greatly affected by their personal teaching ability and work experience. In addition, the training efficiency is low, and large-scale, standardized training cannot be achieved.

[0003] Traditional training methods struggle to simulate complex and ever-changing real-world work scenarios, leaving new employees lacking the ability to effectively respond to emergencies or special customer needs. With the development of technologies like artificial intelligence and big data, there's an urgent need for a smart hotel front desk management and registration training system that integrates modern information technology to achieve intelligent, efficient, and personalized service.

[0004] On this basis, a search on the patent website revealed a self-service hotel registration system based on Chinese patent application number CN201811474228.9. By interconnecting with the training system, the system obtains the pre-set trainee information uploaded by the training system. This system enables trainees staying in the hotel to, after identity verification is passed, assign guests matching the pre-set trainee information to pre-assigned room numbers through an identity matching unit, and assign non-trainees to rooms with non-pre-assigned room numbers. This system implements classified registration for special personnel and meets the needs of unified management and service.

[0005] It can be seen that the above patent has the following shortcomings: in the traditional hotel front desk management registration training system, its training method has the problems of low training efficiency and lack of actual scene simulation. The system does not use intelligent training methods and cannot significantly improve the professional skills and emergency response capabilities of front desk service personnel in a short period of time, thereby reducing the efficiency of front desk management registration training.

[0006] In response to the above problems, a smart hotel front desk management registration and training system is proposed. Summary of the Invention

[0007] The purpose of the present invention is to provide a smart hotel front desk management registration and training system, which adopts this device to work, thereby solving the problems of low training efficiency and lack of actual scene simulation in the traditional hotel front desk management registration and training system in the background technology. The system does not use intelligent training methods, and cannot significantly improve the professional skills and emergency handling capabilities of front desk service personnel in a short period of time, thereby reducing the efficiency of front desk management registration training.

[0008] To achieve the above-mentioned objectives, the present invention provides the following technical solutions: a smart hotel front office management registration and training system, comprising a user interaction module, a training course management module, a virtual scene simulation module, an intelligent evaluation module, a big data analysis module, and a system management module; the user interaction module is used to implement interactive operations between trainers and the system, including information input and training result output; trainers input personal information, training requirements, etc. through this module, and the system displays training course content, virtual scene images, evaluation results, and other information to trainers through this module; the user interaction module adopts multiple interactive modes such as touch screen and voice interaction to facilitate trainers' operation and improve the interactive experience;

[0009] The Training Course Management Module is responsible for creating, editing, storing, and managing training courses. Managers can design different types of training courses based on the actual work content and requirements of hotel front office management and registration, such as check-in process training, check-out settlement operation training, and customer complaint handling training. Course content can include text, images, videos, animations, and other formats to enrich the presentation of training content. Furthermore, this module can customize courses based on the different levels and needs of trainees, providing them with exclusive training course plans.

[0010] Virtual Scene Simulation Module: Using virtual reality or augmented reality technology, this module creates a highly realistic hotel front-of-house work scenario, encompassing the hotel lobby, reception area, and guest rooms. Within this virtual scene, various common tasks and emergencies are presented, such as a large number of simultaneous check-ins during peak hours, complaints from dissatisfied guests regarding their rooms, and system failures leading to loss of registration information. Trainees then conduct hands-on operations within this virtual scene, simulating the actual front-of-house management and registration workflow, enhancing their practical skills and emergency response capabilities. The virtual scene simulation module allows for real-time adjustments to tasks and situations within the scene based on the training content and trainees' operational performance, enabling dynamic training simulations.

[0011] Intelligent Assessment Module: During training, the trainee's operational process and results are monitored and evaluated in real time. By analyzing data such as the trainee's operational steps, time, and accuracy in the virtual scenario, and combining it with pre-set evaluation criteria, the module scores and evaluates the trainee's performance. The module also analyzes and diagnoses weaknesses, generates personalized assessment reports, and provides targeted improvement suggestions.

[0012] Preferably, the training course management module also includes a customer data life cycle management training module, including customer data dynamic management simulation, (1) new customer data scenarios: virtual first-time booking customers, agreement unit signing and other scenarios, requiring trainees to complete the creation of personal and team customer data according to document standards, and the system automatically verifies the customer type classification; (2) data merging and deletion training: designing tasks such as duplicate customer data processing and information changes, for example, simulating the merging of the consumption history of two customers with the same name, and the system verifies the integrity of the customer consumption record after the operation through a data comparison algorithm.

[0013] Preferably, the virtual scene simulation module also includes hardware interface interaction training: simulating the docking scene between the guest room management system and the door lock system. After the trainee completes the room card production, the system verifies in real time whether the room card authority is updated synchronously with the room status in the PMS;

[0014] The upload process is implanted into the public security management system, and special scenarios such as foreign guest ID recognition and minors’ check-in processing are set up during the check-in process. Trained personnel are required to complete the encrypted information upload according to the document standards.

[0015] Preferably, the intelligent evaluation module includes an AI service behavior analysis submodule, which uses natural language processing technology to analyze the conversation content between the trainer and the virtual customer, and combines it with the service process standard library to perform real-time scoring based on steps such as answering the call within three rings during telephone reservation and document verification during check-in.

[0016] Emergency response assessment: Employing emergency scenarios such as system failures in virtual scenarios, AI uses motion capture and voice analysis to assess trainers' responsiveness and the effectiveness of their measures, such as whether they followed standard procedures to guide customers through facial recognition or provided alternative solutions.

[0017] Multimodal data fusion: Synchronously integrate the trainees' mouse click trajectory, keyboard input duration and other operation data during system simulation operations.

[0018] Preferably, the intelligent assessment module also includes complaint emergency training: (1) emergency training for complaints from special customer groups, including soothing procedures and corresponding first aid measures, and emergency treatment of allergic reactions; (2) building a diplomatic etiquette training system, so that appropriate etiquette models can be changed accordingly when facing customers from different countries.

[0019] Preferably, the big data analysis module collects and stores various data of trainees during the training process, including training course selection, learning progress, evaluation results, operational behavior, etc., and uses big data analysis technology to deeply mine and analyze these data to understand the learning characteristics and needs of trainees and discover problems and deficiencies in the training process. Based on the analysis results, the big data analysis module provides optimization suggestions for the training course management module, adjusts and improves the training course content and training methods, and provides decision-making support for hotel managers, such as reasonably arranging training plans and evaluating training effects.

[0020] Preferably, the system management module is responsible for the system's user management, authority management, data security management and other functions. Managers can add, delete, and modify user information through the system management module, and assign different operating permissions to different users to ensure the safe and stable operation of the system. At the same time, the system management module regularly backs up and restores system data to prevent data loss and ensure the integrity and security of training data.

[0021] Preferably, the system management module includes service quality monitoring indicators, beverage delivery timeliness, virtual scene motion capture data; itinerary recommendation adoption rate, trainer-virtual guest interaction data; package sales conversion rate, simulated transaction records; check-out suggestion recovery rate, virtual email delivery receipt data.

[0022] Preferably, the system management module also includes a security module, VIP customer privacy protection training: (1) biometric information encryption process, automatic desensitization of passport scans, sensitive information storage time control, and hierarchical management of access permissions; (2) credit card information protection: magnetic stripe information shielding display, encrypted transmission of transaction records, and abnormal transaction warnings;

[0023] Multi-language service support module: (1) Multi-language training function, complaint emergency translation library, built-in high-frequency complaint sentence library in multiple languages, supporting real-time voice translation training; (2) Diplomatic etiquette language library, including commonly used expressions for government receptions in many countries, and evaluating pronunciation standards through voice recognition.

[0024] Compared with the prior art, the present invention has the following beneficial effects:

[0025] 1. This application invents a smart hotel front desk management registration training system that can improve training effectiveness. It constructs a real work scene through a virtual scene simulation module, allowing trainees to practice operations in an environment close to the actual work, combining theoretical knowledge with practical operations, and effectively improving trainees' mastery of the front desk management registration workflow and practical operation capabilities. The intelligent evaluation module and big data analysis module can promptly identify problems and deficiencies of trainees and provide targeted improvement suggestions to further enhance training effectiveness.

[0026] 2. The training system of the present invention improves training efficiency. The training course management module can quickly generate personalized training course plans based on the different needs and levels of trainees, avoiding the time waste caused by the unified lectures in traditional training methods. At the same time, the system can support multiple trainees to conduct training simultaneously, greatly improving training efficiency and reducing training costs.

[0027] 3. The training system of the present invention implements both standardized and personalized training. The training course management module can develop standardized training course content and processes, ensuring that all trainees receive unified and standardized training. At the same time, it can also be customized based on the individual circumstances of trainees to meet the learning needs of different trainees, improving the relevance and adaptability of training.

[0028] 4. The present invention provides decision support. The big data analysis module provides hotel managers with comprehensive and accurate training information by analyzing training data, helping managers understand the overall level of trainees and training effects, thereby rationally arranging training plans, optimizing training resource allocation, and providing powerful decision support for hotel front office management. BRIEF DESCRIPTION OF THE DRAWINGS

[0029] Figure 1 A schematic diagram of the relationship between customer data operation and hotel services and management of the present invention;

[0030] Figure 2 This is a schematic diagram of the relationship between the core functions of the present invention and hotel services and management. DETAILED DESCRIPTION

[0031] The following will clearly and completely describe the technical solutions in the embodiments of the present invention in conjunction with the accompanying drawings. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative efforts are within the scope of protection of the present invention.

[0032] In order to further understand the content of the present invention, the present invention is described in detail with reference to the accompanying drawings.

[0033] Combine Figure 1-Figure 2 A smart hotel front desk management registration and training system includes a user interaction module, a training course management module, a virtual scene simulation module, an intelligent evaluation module, a big data analysis module, and a system management module. The system is characterized by: a user interaction module: used to realize the interactive operation between the trainer and the system, including information input and training result output. The trainer inputs personal information, training requirements, etc. through this module, and the system displays the training course content, virtual scene images, evaluation results and other information to the trainer through this module. The user interaction module adopts multiple interactive modes such as touch screen and voice interaction to facilitate the operation of the trainer and improve the interactive experience;

[0034] The Training Course Management Module is responsible for creating, editing, storing, and managing training courses. Managers can design different types of training courses based on the actual work content and requirements of hotel front office management and registration, such as check-in process training, check-out settlement operation training, and customer complaint handling training. Course content can include text, images, videos, animations, and other formats to enrich the presentation of training content. Furthermore, this module can customize courses based on the different levels and needs of trainees, providing them with exclusive training course plans.

[0035] Virtual Scene Simulation Module: Using virtual reality or augmented reality technology, this module creates a highly realistic hotel front-of-house work scenario, encompassing the hotel lobby, reception area, and guest rooms. Within this virtual scene, various common tasks and emergencies are presented, such as a large number of simultaneous check-ins during peak hours, complaints from dissatisfied guests regarding their rooms, and system failures leading to loss of registration information. Trainees then conduct hands-on operations within this virtual scene, simulating the actual front-of-house management and registration workflow, enhancing their practical skills and emergency response capabilities. The virtual scene simulation module allows for real-time adjustments to tasks and situations within the scene based on the training content and trainees' operational performance, enabling dynamic training simulations.

[0036] Intelligent Assessment Module: During the training process, the trainee's operation process and results are monitored and evaluated in real time. By analyzing the trainee's operation steps, operation time, operation accuracy and other data in the virtual scene, and combining them with preset evaluation criteria, the trainee's performance is scored and evaluated. The intelligent assessment module can also analyze and diagnose the trainee's weaknesses, generate personalized assessment reports, and provide trainees with targeted improvement suggestions.

[0037] The big data analysis module collects and stores various data on trainees during the training process, including training course selection, learning progress, evaluation results, operational behavior, etc. It uses big data analysis technology to conduct in-depth mining and analysis of this data to understand the learning characteristics and needs of trainees and identify problems and deficiencies in the training process. Based on the analysis results, the big data analysis module provides optimization suggestions for the training course management module, adjusts and improves the training course content and training methods, and provides decision-making support for hotel managers, such as rationally arranging training plans and evaluating training results.

[0038] The system management module is responsible for the system's user management, authority management, data security management and other functions. Managers can add, delete, and modify user information through the system management module, and assign different operating permissions to different users to ensure the safe and stable operation of the system. At the same time, the system management module regularly backs up and restores system data to prevent data loss and ensure the integrity and security of training data.

[0039] The present invention will be further described below with reference to the embodiments.

[0040] Example 1:

[0041] In a hotel, the system was put to practical use. New front desk staff first entered their personal information and training needs through the user interaction module. Based on their needs, the system generated a personalized training course plan through the training course management module. The course content included text instructions for basic operations such as check-in and check-out, as well as operation videos and animated demonstrations of how to handle common problems.

[0042] Trainees enter the virtual scene simulation module and practice check-in procedures according to the course requirements in a simulated hotel lobby reception scene. During the operation, the system sets up unexpected situations such as customers forgetting to bring their ID cards or customers requesting late check-out. Trainees need to handle them according to the actual situation. The intelligent evaluation module monitors the trainees' operation process in real time, evaluating and scoring the correctness of the operation steps, the timeliness and rationality of handling unexpected situations, etc.

[0043] After the training, the intelligent evaluation module generates an evaluation report, detailing the problems and deficiencies encountered by the trainees during their operations and providing suggestions for improvement. The big data analysis module collects data from the trainees throughout the training process, analyzes their learning characteristics and weaknesses, and provides a basis for optimizing subsequent training courses. Hotel managers manage the information and permissions of the trainees through the system management module, and at the same time view the statistical analysis results of the training data provided by the big data analysis module to better arrange subsequent training plans and front office work tasks.

[0044] Practical application shows that the smart hotel front desk management registration and training system of the present invention can effectively improve the training effect and work ability of new front desk service personnel, and is unanimously praised by hotel managers and trainers.

[0045] In summary, this application invents a smart hotel front desk management registration training system that can improve training effectiveness. A virtual scene simulation module constructs a real work scene, allowing trainees to practice operations in an environment close to actual work, combining theoretical knowledge with practical operations. This effectively improves trainees' mastery of the front desk management registration workflow and their practical operational capabilities. The intelligent evaluation module and big data analysis module can promptly identify problems and deficiencies in trainees and provide targeted improvement suggestions, further enhancing training effectiveness.

[0046] The training system of the present invention can improve training efficiency. The training course management module can quickly generate personalized training course plans based on the different needs and levels of trainees, avoiding the time waste caused by unified teaching in traditional training methods. At the same time, the system can support multiple trainees to conduct training at the same time, greatly improving training efficiency and reducing training costs.

[0047] The training system of the present invention realizes standardized and personalized training. The training course management module can formulate standardized training course content and processes to ensure that all trainees can receive unified and standardized training. At the same time, it can also be customized according to the individual circumstances of the trainees to meet the learning needs of different trainees and improve the pertinence and adaptability of the training.

[0048] The present invention provides decision support. The big data analysis module provides hotel managers with comprehensive and accurate training information by analyzing training data, helping managers understand the overall level of trainees and training effects, thereby rationally arranging training plans, optimizing training resource allocation, and providing powerful decision support for hotel front office management.

[0049] It should be noted that the above-mentioned electrical components are equipped with power supplies and their control methods are prior art. In order to avoid redundant description, they are uniformly described here. Moreover, this application is mainly used to protect mechanical equipment, so the control methods and circuit connections are not explained in detail. In this article, relational terms such as first and second are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device that includes a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device.

[0050] While embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions, and variations may be made to these embodiments without departing from the principles and spirit of the invention, and that the scope of the invention is defined by the appended claims and their equivalents.

Claims

1. A smart hotel front office management registration and training system, including a user interaction module, a training course management module, a virtual scene simulation module, an intelligent evaluation module, a big data analysis module and a system management module, characterized by: It includes a user interaction module: used to realize the interactive operation between trainers and the system, including information input and training result output. Trainers input personal information and training requirements through the module, and the system displays training course content, virtual scene images, evaluation results and other information to trainers through the module. The user interaction module adopts multiple interaction methods such as touch screen and voice interaction to facilitate trainers' operation and improve the interactive experience; Training Course Management Module: Responsible for the creation, editing, storage, and management of training courses. Managers can design different types of training courses based on the actual work content and requirements of hotel front office management registration, such as check-in process training, check-out settlement operation training, customer complaint handling training, etc. Course content can include text, pictures, videos, animations, and other forms to enrich the presentation of training content. At the same time, the module can customize courses according to the different levels and needs of trainees, providing trainees with exclusive training course plans; Virtual scene simulation module: Based on virtual reality or augmented reality technology, a highly realistic hotel front office work scene is constructed, including the hotel lobby, front desk reception area, guest rooms, etc. In this virtual scene, various common work tasks and emergencies are set up, such as a large number of customers checking in at the same time during peak hours, customer complaints due to room dissatisfaction, and registration information loss caused by system failures. Trainees perform actual operations in the virtual scene, simulating the real front office management registration workflow, improving the trainees' practical operation and emergency response capabilities. The virtual scene simulation module can adjust the tasks and situations in the scene in real time according to the content of the training course and the trainees' operation status, realizing dynamic training simulation; Intelligent evaluation module: During the training process, the trainees' operation process and results are monitored and evaluated in real time. By analyzing the trainees' operation steps, operation time, operation accuracy and other data in the virtual scene, combined with preset evaluation standards, the trainees' performance is scored and evaluated. The intelligent evaluation module can also analyze and diagnose the trainees' weak links, generate personalized evaluation reports, and provide trainees with targeted improvement suggestions.

2. A smart hotel front office management registration and training system according to claim 1, characterized in that: The training course management module also includes a customer data life cycle management training module, including customer data dynamic management simulation, (1) new customer data creation scenarios: virtual first-time booking customers, contract signing scenarios, etc., requiring trainees to complete the creation of personal and team customer data according to document standards, and the system automatically verifies the customer type classification; (2) data merging and deletion training: designing tasks such as duplicate customer data processing and information changes, such as simulating the merging of the consumption history of two customers with the same name, and the system verifies the integrity of the customer consumption record after the operation through a data comparison algorithm.

3. A smart hotel front office management registration and training system according to claim 1, characterized in that: The virtual scene simulation module also includes hardware interface interaction training: simulating the docking scene between the guest room management system and the door lock system. After the trainee completes the room card production, the system verifies in real time whether the room card permissions are synchronized with the room status in the PMS. The upload process is implanted into the public security management system, and special scenarios such as foreign guest ID recognition and minors’ check-in processing are set up during the check-in process. Trained personnel are required to complete the encrypted information upload according to the document standards.

4. A smart hotel front office management registration and training system according to claim 1, characterized in that: The intelligent evaluation module includes an AI service behavior analysis submodule, which uses natural language processing technology to analyze the conversation between trainers and virtual customers. Combined with the service process standard library, it provides real-time scoring based on steps such as answering the phone within three rings during reservations and document verification during check-in. Emergency response assessment: Employing emergency scenarios such as system failures in virtual scenarios, AI uses motion capture and voice analysis to assess trainers' responsiveness and the effectiveness of their measures, such as whether they followed standard procedures to guide customers through facial recognition or provided alternative solutions. Multimodal data fusion: Synchronously integrate the trainees' mouse click trajectory, keyboard input duration and other operation data during system simulation operations.

5. A smart hotel front office management registration and training system according to claim 1, characterized in that: The intelligent assessment module also includes complaint emergency training: (1) emergency training for complaints from special customer groups, including comfort procedures and corresponding first aid measures, and emergency treatment of allergic reactions; (2) building a diplomatic etiquette training system, which can change the appropriate etiquette model accordingly when facing customers from different countries.

6. A smart hotel front office management registration and training system according to claim 1, characterized in that: The big data analysis module collects and stores various data of trainees during the training process, including training course selection, learning progress, evaluation results, operational behavior, etc., and uses big data analysis technology to deeply mine and analyze these data to understand the learning characteristics and needs of trainees and discover problems and deficiencies in the training process. Based on the analysis results, the big data analysis module provides optimization suggestions for the training course management module, adjusts and improves the training course content and training methods, and provides decision-making support for hotel managers, such as reasonably arranging training plans and evaluating training effects.

7. A smart hotel front office management registration and training system according to claim 1, characterized in that: The system management module is responsible for the system's user management, authority management, data security management and other functions. Managers can add, delete, and modify user information through the system management module, and assign different operating permissions to different users to ensure the safe and stable operation of the system. At the same time, the system management module regularly backs up and restores system data to prevent data loss and ensure the integrity and security of training data.

8. A smart hotel front office management registration and training system according to claim 1, characterized in that: The system management module includes service quality monitoring indicators, beverage delivery timeliness, virtual scene motion capture data; itinerary recommendation adoption rate, trainer-virtual guest interaction data; package sales conversion rate, simulated transaction records; check-out suggestion recovery rate, and virtual email delivery receipt data.

9. A smart hotel front office management registration and training system according to claim 1, characterized in that: The system management module also includes a security module, VIP customer privacy protection training: (1) biometric information encryption process, automatic desensitization of passport scans, sensitive information storage time control, access authority hierarchical management (2) credit card information protection: magnetic stripe information shielding display, transaction record encryption transmission, abnormal transaction warning; Multi-language service support module: (1) Multi-language training function, complaint emergency translation library, built-in high-frequency complaint sentence library in multiple languages, supporting real-time voice translation training; (2) Diplomatic etiquette language library, including commonly used expressions for government receptions in many countries, and evaluating pronunciation standards through voice recognition.

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