IT期末复习.docx

IT期末复习.docx

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IT期末复习

Chapter6

1.Typeoflockingsystem:

ElectronicLockingSystem,MechanicalKeys.

2.WhatisELS?

ElectronicLockingSystem

3.ThetypesofELS:

ØHard-wiredELS硬连线的

ØMicro-processorbased:

微处理器

✧One-waycommunicationELS

✧Two-waycommunicationELS

4.Disadvantagesofone-wayELS

ØOnekeycannotbeusedinmultiplelocks.

ØIftheguestdecidedtochangerooms,he/shehastogotofrontdesktorecodethekey.

Ifawrongkeyisinsertedintoalock,itdoesnotalertsecuritystaff.

5.Two-waycommunicationELS

Two-waycommunicationkeysaremoreexpensivetoinstall;however,theyofferseveralsecurityandconveniencefeatures.

6.Differencebetweenone-waycommunicationandtwo-waycommunication

Inthetwo-waycommunicationlocks,acentraldatabasecommunicatestolockswirelessly.

Onekeycanbeusedinmultipleplaces（i.e.pool,healthclub,conciergefloor）

7.AdvantagesofELSoverMechanicalKeys

ØUniquekeys

ØLightplastic,magneticstripekeys（磁条）

ØSecurity

ØReplaceable可替换性

ØThecostofanewkeyislow

ØRecyclable

ØThecostofrekeyingisnon-existent.

ØAccesscontrol访问控制

ØAudit-trailcapability审计功能

ØPrivacyFeature

8.FeaturesofMechanicalKeys:

Cheaperthanelectroniclocking

Haviertocarry

Inconvenient

Onelost,thecostofreplacementishigh

Nottraceable（不可追踪性）

Duplicable（可复制性）

9.TherearetwomaincomponentsofaRFID（Radio-frequencyidentification）射频识别ELS:

-RFIDLock:

ThisisthekeylockthatlooksforaRFIDtag（射频识别标签）tograntaccess.

-RFIDtags（keys）:

Thesearetheidentificationcodesforkeylocks.Theycanbeintheshapeofaplastickeycard,orcanbestoredindifferentdevices,suchasawristband.

10.ThepurposeofEnergyManagement（能源管理）&ClimateControl（气候控制）Systems

-Afterlabor,energyisthesecond-largestoperatingexpenseforahotel

-Guestroomenergyconsumptiontypicallyaccountsfor40percentto80percentofahotel’stotalenergycosts.

11.EMSDevices（understand3deviceshowdotheywork?

）

Electronickey-cardbasedenergymanagementsystems

ThissystememploysawallmountedunitthatcontrolstheelectricaldevicesandHeatingVentilationandAirConditioning（HVAC）deviceswiththehelpofamagneticstripekeycard

Body-motiondetectorbasedenergymanagementsystems

Abody-motiondetectorisinstalledinsidetheguestroomandinsomecasesinthecorridors.Whenthebody-motionunitdoesnotdetectamotion,indicatingthatthereisnotaguestorananimalintheroomorinthecorridor,itcontrolsthelightsandHVACequipment.

Body-heatdetectorbasedenergymanagementsystem

Similartobody-motiondetectorbasedsystems;thissystemdetectsbody-heatofahumanorananimal.Thissystemismorereliablethanthebody-motiondetector.Whenthesystemdoesnotdetectbodyhear,itassumesthatitisnon-occupymode,andsetsHVACequipmentbacktopresettemperatures

12.FireAlarmSystemisanetworkedsystem.

13.In-RoomMinibarsTypesanddifferences

Traditionalminibars（non-automated）,

Semi-automatedminibars

Automatedminibars（micro-processorbased）.

14.AutomatedMinibarSystems

•AutomatedMinibarSystems（Micro-processorbased）arecapableofmonitoringandpostingsalestransactions,determiningrefillquantities,remindingtheexpirationdatesofproductsoffered,andenhancingprofitability.

•Theautomatedminibarhasinfraredsensorsthatsensewhenaproductisremovedfromthetray.Semi-automaticMinibars

•Semi-AutomatedminibarSystemsareequippedwithadooralertsystemthatreportsdirectlytotheminibarcentralcomputersystemviaexistingtelephonewiringeachtimethebardoorisopened.

•Thisway,minibarstaffmembersknowwhichroomsneedrefillingandwhichroomsdonot.

Thisdecreasestherestockingtimeandguestdisturbancesaresignificantlyreduced.

•Traditionalminibarsarebasedonmanualcheckingand/orhonorsystem.

•Afterminibarstaffmembersfillouttheminibarinitially,theyhavetocheckeveryoccupiedroomeverydaytoseeofanythinghasbeenconsumed.

15.In-RoomSafes（similartokeycardsinELS）

ØMechanicalkeysafes

ØElectronicin-roomsafes

●Keycardsafes

●Code-basedelectronicin-roomsafes

●Smart-cardbasedsafes

●Biometricsafes

16.In-RoomVoiceMailSystemsFunctions

Mostofthehotelsthathavetelephoneintheguestroomoffervoicemailservice.

Ahotelusingvoicemailassignsavoicemailboxtoeachguestuponcheck-in.

IfthevoicemailsystemisinterfacedwithPMS,thevoicemailtalkstotheguestintheguest’slanguage（i.e.English,German,Spanish）.

Theguestshavetheoptiontoset-upthevoicemailorleaveitasdefaultmessage.GuestscanrecordtheirgreetingrecordingorsetauniquePINcodetoaccessthevoicemessages

17.WakeUpSystemsTypes

Manualwake-upsystem手动叫醒

Semi-automatedwake-upsystem半自动化的叫醒服务

Full-automatedwake-upsystem

InteractiveTVSystemWakeup

Alarmclockintheroom

18.In-RoomEntertainmentSystemsFunctions

Personalizedwelcomemessageuponcheck-inVideoondemand（payperview）

HighspeedInternetaccessWake-upcall

OrderroomserviceLivefeedback

DifferentlanguagesInternetProtocolbasedRadio

ViewBill/Self-CheckoutSystemParentalControls

Chapter7

1.WhatisPMS?

Itisalodgingapplicationthatnormallyperformsbothbackandfrontofficefunctionsaswellassupportsavarietyofotherfunctionssuchashousekeepingandsalesandcatering.

2.ReservationSystem:

BasicFunctions

ØSellingIndividualandGroupReservations

ØDisplayingRoomAvailabilityandGuestLists

ØTrackingAdvanceDeposits

ØTrackingTravelAgentBookingsandCommissions

ØGeneratingConfirmationLettersandE-mailsandVariousReports

3.WhatisCRS？

GDS?

ADS？

CentralReservationSystem；GlobalDistributionSystem；AlternativeDistributionSystem

4.WhatFrontOfficeSystemcando？

•GuestRegistration

•BaggageHandlingSystem

•RoomStatusandHousekeepingManagement

•GuestDetectionSystem

•WorkOrderSystem

•CashieringModule

Step1.Retrievereservation.

Step2.Assignaroom.

Step3.Collectpayment.

Step4.Verifyroomstatus.

5.Difference:

RealtimeandBatchmode

Realtime

（rightnow!

）

PostchargestoGuestFolio

Batchmode

（severaltransactionsat

somedelayedtime）

Payroll

Nightaudit

6.NightAudit

Theprimarypurposeofthenightisensuringthatallpaymentsandchargesarecapturedandrecordedcorrectly.

7.AccountingSystem

Purposeofanaccountingsystem:

Torecordallfinancialtransactionsthatoccurswithcustomers,suppliers,employees,andfinancialinstitutions.

8.Thethepurposetousesalesandcateringsystems

Anautomatedsalesandcateringsystemstreamlinesthesalesandbookingprocesses,eliminatingtheneedtostandinlineatthefunctionbookandreducingtheamountoftimespentonpreparingreports,contracts,andproposals,trackingdowninformation,calculatingrates,typingupproposals,anddrawingroomlayouts.

Itcanalsobeintegratedwitharevenuemanagementsystemtomaximizerevenueandresults.

Chapter8

1.WhatisPOS？

APOSsystemisanetworkofcashierandserverterminalsthattypicallyhandlesfoodandbeverageorders,transmissionoforderstothekitchenandbar,guest-checksettlement,timekeeping,andinteractivechargepostingtoguestfolios.

2.AdvantagesofPOSsystem

a.Eliminationofarithmeticerrorscouldincreaserevenuesupto1.5%.

b.Improvedguestcheckcontroloftenresultsinahighersalesvolumeandlowercostratios.

c.Increasedaverageguestcheck

d.Fasterreactiontotrends

e.Reducedlaborcostsandgreateroperationalefficiency

f.Reducedcreditcardexpenses

g.Reducedlatecharges

3.TableManagementSystems（purposeoradvantages）

ØReduceguests’waits.

ØImproveservice.

ØIncreaseturnsbyloweringthenumberofdecisionsahostorhostessmustmake,balancingserverworkloadsandshorteningthetimeatablesitsemptybetweenthedepartureofthelastpartyandthearrivalofthenext.

ØImprovingcommunicationbetweenemployeesandbetweenemployeesandguests

4.TableManagementTasks

ØReservationsprocessingandwaitlistmanagement.

ØTableassignmentsandbalancing

ØRestaurant-widecommunicationnetwork

ØCustomerrelationshipandmarketingmanagement

ØDetailedserviceanalysis

5.FrequentDining

Thepurposeoffrequentdiningprogramsistocreateandmaintaincustomerloyaltywhileincreasingrevenue.

6.Homedeliveryfunction

•Homedeliverysoftware.Homedeliverysoftwareaddressesthegrowingoutsidedeliverymarketbyprovidingrestaurantswitheasyaccesstotherepeatcustomer’sorderhistory:

address,directionstohome,phonenumbers,pastorders,etc.

•Whenordersarephonedin,theusersimplyentersthecaller’sphonenumberandthecaller’snameandaddressappearonthescreen.Theorderisenteredandthenprintedinthekitchen.

•Featuressuchasone-touchordering,whichautomaticallyentersapastcustomerorder,andsuggestivesellingprompts（e.g.,tryournewchickenwings）enhancetheorderingprocess.

•Homedeliverysoftwarecanimprovedeliverytimesanddriverproductivitybytrackingdeliverydriverproduction,efficientlyroutingdriverstominimizedrivetime,andprintingstreetmapsthathighlightroutesandoptionalturnby-turndirections.Thedeliveryreceiptorlabelalsohasdeliveryinstructionsandanyusefulinformationaboutthecustomer’slocation,suchas“thedoorisontheleftsideofthebuilding.”

7.Thepurposeofgiftscards.

ManyPOSsystemshavegiftcardmodulestotrackgiftcardsandcertificatesalestoensurethattheyarebeingsoldandredeemedsecurelyandcorrectly.CardsareswipedatPOSterminalsforcardissuances,

8.Thepurpose