Some standard content:
ICS 03.080. 30
Registration No.: 26087—2009
People's Republic of China Domestic Trade Industry Standard SB/T10522--2009
Hotel information system establishment qualification and criterion2009-04-02 Issued by
Ministry of Commerce of the People's Republic of China
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2009-12-01 Implementation
SB/T10522—2009
Normative References
Terms and Definitions
Basic Requirements
Hotel Information Facilities
Evaluation of Hotel Information
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SB/T10522—2009
This standard was formulated with reference to the relevant parts of (GB/T14308-2003) "Classification and Evaluation of Star Ratings of Tourist Hotels", combined with the experience of hotel industry and related industries at home and abroad in carrying out information construction, as well as the latest development level of information technology, and proposed concepts and action contents such as digital management, scientific decision-making, and information services from the perspective of scientific management and semi-rich service. This standard is proposed and managed by the Ministry of Commerce of the People's Republic of China. The main drafting unit of this standard: China Hotel Association The main drafters of this standard: Chen Xinhua, Fan Guangyu, Lu Xiaobei, Deng Jianpeng, Ji Feng, I
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1 Scope
Conditions and specifications for hotel information facilities
SB/T10522-2009
This standard stipulates the terms and definitions related to information hotels, the basic requirements for classification and the evaluation principles for national hotel information demonstration enterprises. bzxz.net
This standard is suitable for hotels in operation and newly built, expanded and renovated hotels in China that require the creation and implementation of effective information management and services. Other engineering projects, such as training centers, resorts, internal guesthouses, etc., can also be used for reference. 2 Normative reference documents
The clauses in the following documents become the clauses of this standard through reference in this standard. All subsequent amendments (excluding those with lapses) or revisions to dated references are not applicable to this standard; however, parties that reach an agreement based on this standard are encouraged to study whether the latest versions of these documents can be used. For undated references, the latest versions apply to this standard. GB/T11308·2003 Classification and evaluation of star ratings of tourist hotels 3 Terms and definitions
The following terms and definitions apply to this standard. 3.1
Information technology information technology is the technology that studies the acquisition, transmission and processing of information, which is a combination of computer technology, communication technology and microelectronics technology. Information technology is a discipline that uses computers to process information and uses modern electronic communication technology to engage in information collection, storage, processing, utilization, and related product manufacturing, technology development, and information services. Information technology mainly includes sensor technology, communication technology, computer technology and microfilm technology.
Information hotel
In the process of hotel construction and operation management, by establishing a scientific information system and adopting advanced information technology as the basis, with digital management, scientific decision-making and information service as the means, with the goal of improving management efficiency, saving energy and reducing consumption, and improving service quality, a hotel with more perfect information services is created for consumers. 3.3
System: system
An organic whole composed of several interconnected and interacting components. This whole has new properties and functions that its individual components do not have, and interacts with a certain environment. There is a certain organic connection between the various elements of the system, between the elements and the whole, and between the whole and the environment, thus forming a certain structure and order inside and outside the system. 3.4
system interface
System interface
The protocol and medium on which information is transmitted between systems. 3.5
Standard symbolstandard sign
Standards formulated with various symbol codes representing things and concepts as the object are called symbol code standards. This symbol and code has the characteristics of accuracy, simplicity and difficulty in confusion. 1
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SB/T 10522--2009
4 Basic requirements
4.1 The hotel has corresponding organizational structures and professionally trained senior managers who are specifically responsible for the creation of information-based hotels. 4.2 The hotel has a scientific and effective overall plan for establishing an information-based system, formulates clear goals and quantified action indicators, and has a sound management system to ensure implementation.
4.3 The design of the hotel information system engineering should comply with the requirements of the current relevant national standards and specifications, and be technologically advanced, economically reasonable, service-oriented, practical and reliable.
4.4 The hotel provides education and training activities for employees on information construction and service-related knowledge every year. 4.5 The hotel provides budget funds and human resources support for information construction. 5 Logo
The letter E is used as the logo of the national hotel information demonstration enterprise. 6 Hotel information facilities
6.1 Contents of hotel information facilities
Hotel information facilities are divided into two parts: management and processing. The two parts each play their specific functions, and the characteristics of the hotel will be reflected in the standard specifications according to the needs of hotel management. 6.1,1 Hotel information facilities management
6.1.1.1 Requirements for customer relationship management system
Have a complete customer relationship management function, so as to systematically and scientifically manage and serve customers. Customer relationship management includes archive database, customer care, market analysis, business analysis and corresponding processing procedures, etc., and is divided into three levels according to the user object: hotel, group and society.
6.1,1.2 Reservation system requirements
Have a complete reservation service function to provide services for guests' reservations. According to the way the hotel realizes reservations, it can include telephone and fax reservations, hotel network reservations, social network reservations and online real-time reservations. 6.1.1.3 Requirements for the front desk reception system
It should have a management software module and corresponding functions for guests to handle services such as accommodation, and provide guests with fast and thoughtful services such as accommodation. 6.1.1.4 Requirements for the front desk cashier system
It should have the management software modules and corresponding functions used by guests to pay and check out when they are in the hotel or when they leave the hotel, and provide guests with timely and efficient cashier services.
6.1.1.5 Requirements for the guest room management system
It should have the management software modules and corresponding functions used for timely guest room status reports and service management. 6, 1. 1, 6 Requirements for the night audit system
It should have various functions for scientific night audits, and provide functions such as reviewing the hotel's daily income reports, summarizing data, and completing the hotel's daily accounts.
6.1.1.7 Requirements for the catering management system
It should have various functions and equipment required for the implementation of scientific catering management, including hardware equipment such as handheld ordering devices, kitchen printers, POS machines, and corresponding management software modules such as catering reservations, cashiers, warehouse management, and costs. 6.1.1.B Membership System Requirements
Have various functions for member management, including member files, member consumption, member management, member cards, event processing and member points. 6.1.1.9 Health and Entertainment System Requirements
Have various functions for health and entertainment management, including the management of different projects such as case, hot spring and SPA. 2
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6.1、1.10 Revenue Management System Requirements
SB/T 10522—2009
Have the functional modules required for scientific enterprise revenue management, and be able to maximize the hotel's revenue as the goal, according to market prices and market development trends, to provide demand analysis, determine the best plan and other functions. 6.1.1.11 Reservation Center Requirements
Have a service system that provides guests with comprehensive reservations for various hotel products and services. 6.1.1.12 Central Reservation System Requirements
Establish or participate in a central reservation system that provides reservation services for the entire hotel group and its individual hotels or single hotels. The hotel front desk system and the central reservation system can be effectively connected. 6.1.1.13 Service Information Management System Requirements: There is a system that provides services and management information transmission for guests and hotel management, including service calls and service management. 6.1.1.14 Requirements for office automation system
A system with functions such as official document circulation, document management, and information release for the office needs of various departments of the hotel. 6.1.1.15 Requirements for telephone management system
A management system with functions such as connecting with the hotel management system and program-controlled switches, controlling telephone rights, processing call charges, and providing services such as leaving messages, waking up, reporting bars, and reporting room status. 6.1,1.16 Requirements for broadband management system
A management system with functions such as connecting with the hotel management system and broadband system, controlling broadband rights, processing charges, and providing corresponding broadband services.
6.1.1.17 Requirements for on-demand management system
A management system with functions such as connecting with the hotel management system, controlling on-demand rights, processing on-demand charges, and providing guests with multiple service functions.
6.1.1.18 Requirements for hotel mail system
An mail system required for hotel business and management, including arm or self-management and group. 6.1.1.19 Hotel website requirements
Have an independent network platform to assist the hotel in publicity and provide online services to showcase the hotel's image, expand business, and complete online reservation functions.
6.1.1.20 Financial system requirements
Have complete financial management software modules and corresponding functions to achieve scientific management and statistics of costs, receivables, payables, wages, fixed assets, warehouses, procurement, general ledgers and reports, and serve scientific decision-making: 6.1.1.21 Engineering management system requirements
Have the corresponding functions required to achieve complete maintenance, materials, energy and engineering management. 6.1.1.22 Human resource management system requirements have all the functions required to achieve complete, scientific and humanized human resource management, including attendance, personnel management employee card and training.
6.1.2 Technical processing of hotel information facilities
6.1.2.1 Requirements for electronic payment interface
Equipped with electronic payment interface to achieve stable, safe and timely information transmission between hotel management system and bank system. 6.1.2.2 Requirements for telephone interface
Equipped with telephone interface to achieve stable and timely information transmission between hotel management system and telephone management system. 6.1.2.3 Requirements for ID scanning
Equipped with system and corresponding functions for scanning, storing and transmitting guest ID. 6.1.2.4 Requirements for broadband interface
Equipped with broadband interface for information transmission between hotel management system and broadband management system. Snow Island Partner Dual
SB/T 10522—2009
6.1.2.5 Requirements for on-demand interface
Equipped with on-demand interface for information transmission between hotel management system and on-demand management system. 6.1.2,6 Reservation control requirements
It has the control function of data exchange between the hotel management system and the external reservation system. 6.1.2.7 Door lock interface requirements
It has a door lock interface for information transmission between the hotel management system and the door lock system. 6.1.2.8 Guest room control interface requirements
It has a guest room control interface for information transmission between the hotel management system and the guest room control system. 6.1.2.9 Public Security Bureau system interface requirements
It has a public security bureau system interface for information transmission between the hotel management system and the public security bureau system. 6.1.2.10 Engineering interface requirements
It has an engineering system interface for information transmission between the hotel management system and the building control system. 6.1.2.11 Network requirements
The hotel network architecture and functions should meet the main needs for general guest room services, hotel value-added services, and the hotel's own office. The specific equipment and functions required for its network construction should include the following requirements. 6.1.2.11.1 Switching equipment requirements
High-performance core switches and access switches should be deployed to cover all guest rooms and office information points to meet their Internet access and data usage needs. Core switching equipment should give priority to the use of advanced and reliable products. 6.1.2.11.2 Wireless equipment requirements
WL.AN wireless equipment that meets international standards should be deployed to cover public areas such as the lobby, conference rooms, entertainment centers, some guest rooms with wireless Internet access needs, and major office areas to meet guests' needs for optical Internet access and data exchange for business meetings, as well as the needs of hotel offices.
6. 1. 2. 11. 3
Export and security equipment requirements
High-performance router equipment, intrusion prevention equipment, firewall equipment, anti-virus software or hardware products are required, mainly used for connection with the external network, and to ensure the network security of customer service and office use: 6.1.2.11.4 Network structure requirements
High-star hotels need to use a network structure with physical separation of customer network and office network to ensure the quality of customer service and the security of office system. Small hotels can use VLAN division or other software to divide and isolate the office network and guest room network. 6.1.2.11.5 Network management requirements
Due to the increasing complexity of customer needs and the importance of network maintenance, the hotel network system needs to provide an intelligent back-end management center to uniformly manage and maintain the above-mentioned switching, wireless, security, routing and other equipment, and can support network configuration, system upgrades, fault location and other functions, and uniformly manage, deploy and allocate all network resources. 6.1.2.12 Communication connection requirements
The hotel information system needs to send and receive relevant information through communication methods to realize the information transmission of the system. Including the downlink and uplink of information connection.
6.1.2.13 Uninterruptible power supply requirements
In order to ensure the normal operation and power supply quality of the hotel computer system, it is necessary to provide high-quality power supply for key equipment in the hotel computer system. This includes the power supply of the host, the power supply of the computer room, the power supply of the network and the power supply of important workstations. 6.1.2.14 Computer room environment detection requirements
An early warning function for important computer, network and other system equipment in the computer room should be established to ensure the normal operation of the computer system. 6.1,2.15 Multi-language switching requirements
The hotel management system should have an operating interface that supports multiple languages. 4
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6.1.2.16 Data conversion and input and output requirements SB/T 10522—2009
The hotel management system should have the ability of data conversion and input and output to achieve the purpose of sharing information resources. 6.1.2.17 One-card requirements
Have the hotel management system, catering system and door lock system through the protocol and medium to integrate, realize the hotel's one-card consumption service for guests.
6. 1. 2. 18 Information release requirements
In order to serve guests, enhance the efficiency of information transmission within the hotel or other purposes, an information release system can be established. 6.1.2.19 Guest room computer application requirements
In order to improve the level of information service for guests, according to the company's situation and guest needs, guest room computer services can be provided in all or part of the guest rooms for the convenience of guests.
6.1.2.20 Requirements for mobile office
With the support of wireless network, the computer has the ability of mobile office. 6.1.2.21 Requirements for terminal antivirus
Computer terminals should be installed with software with antivirus capabilities to ensure the safety of the hotel computer system. 6.1.2.22 Requirements for servers
The server needs to be safe, stable and reliable. The system is divided into single-machine system, dual-machine backup, media backup, software management, third-party technical support, spare parts library and other parts.
6.2 Maintenance of hotel information facilities
6.2.1 Requirements for hardware maintenance
The hotel information center should have a complete management system for hardware equipment to ensure that the hotel information equipment is running in good condition. Including equipment list and equipment card, equipment manual, hotel hardware equipment installation instructions, equipment maintenance records, equipment operation records, and mainstream equipment tracking status.
6.2.2 Software maintenance requirements
The hotel information center should have a complete management system for software to ensure that the hotel information system operates in a good state. This includes software inventory, software installation instructions, software user manuals, software license management, software daily management requirements, software upgrade management, and information system certification.
6.2.3IT management requirements
The hotel information center should have a complete management system for IT management to ensure that the hotel information system operates in a good state. This includes hotel hardware equipment management, hotel software management, network security, emergency plans, IT operation budgets, daily maintenance manuals, business code manuals, IT personnel job requirements, safety manuals, computer room management systems, training plans, group IT strategies, IT personnel handover manuals, IT equipment procurement review, information system solution IT demonstration, information system solution enterprise demonstration, information system authority setting, etc. 7 Hotel informatization assessment
7.1 Assessment agency
The national hotel informatization demonstration enterprise assessment professional agency is responsible for the acceptance, review, awarding and review of the hotel informatization demonstration enterprise assessment.
7.2 Hotel Informationization Assessment Procedures
7.2. 1 Application and Acceptance
Hotels voluntarily submit application materials to the National Hotel Informationization Demonstration Enterprise Assessment Professional Organization. The National Hotel Informationization Demonstration Enterprise Assessment Professional Organization shall verify the application materials within the specified date, make a reply on whether to accept or not, and send the hotel informationization assessment standards and related materials to the accepting enterprises.
7.2.2 Self-inspection and Improvement
Hotels conduct self-inspection and improvement according to the standards. After meeting the corresponding requirements, they apply to the National Hotel Informationization Demonstration Enterprise Assessment Professional Organization for review.
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7.2.3 Review
The National Hotel Informationization Demonstration Enterprise Assessment Professional Organization shall conduct on-site review of the hotel that applied. For hotels that fail to pass the review, a deadline will be set and they will be re-reviewed.
7.2.4 Awarding of plaques
For hotels that pass the review, the National Hotel Informatization Demonstration Enterprise Assessment Professional Organization will give a formal reply and award the corresponding plaques and certificates.
7.3 Qualifications of assessors
Hotel informatization assessors are required to have systematic hotel management knowledge, technical knowledge, strong analytical and organizational skills, and obtain the qualification of assessors through training.
7.4 Plaques and certificates
7.4.1 Hotel informatization plaques and certificates are uniformly produced and issued by the National Hotel Informatization Demonstration Enterprise Assessment Professional Organization. 7.4.2 The plaques should be hung in a conspicuous position in the hotel lobby. 7.5; Validity period and review
7.5.1 The validity period of the National Hotel Informatization Demonstration Enterprise Assessment is four years: re-application and assessment upon expiration. 7.5.2 For the already assessed hotel enterprises, a review will be conducted every two years. 7.5.3 For hotels that have been downgraded or failed to meet the assessment standards after re-examination, they will be notified, downgraded or have their title of National Hotel Informatization Demonstration Enterprise cancelled according to the degree of their performance.
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Domestic Trade of the People's Republic of China
Industry Standard
Conditions and Specifications for Hotel Informatization Facilities
SB/T10522—2009
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