Research and implementation of the customer-oriented modern hotel management system using fuzzy analytic hiererchical process (FAHP)

Abstract

Hotel industry, as the pillar industry of the tertiary industry, is developing at a rapid pace under the background of rapid economic growth and strong support for the tourism industry. At the same time, it also faces fierce competition at home and abroad. In the information age, more and more hotels choose informationalized management, in order to reflect the competitive advantage of the enterprise with better services, higher efficiency and lower costs. The current hotel management system has been widely used in all aspects of hotel management, integrating reception, backstage financial processing and material procurement functions in one, which basically meets the needs of the daily management of the hotel. With the advancement of the hotel information process, hotel business data also shows explosive growth. However, these data have not been effectively developed and used. This research proposes Fuzzy based Analytic Hierarchical Process (FAHP), which is utilized for considering user perception to access the making of decision. The business data processing of the management of hotels is limited to simple collection, storage, and statistics. The information obtained is superficial and regular, which cannot meet the current “customer-centered” marketing strategy of the hotel. This topic is based on the conventional hotel management system, using data mining technology to extract useful information from the existing hotel business data to establish customer segmentation model and support the decision layer to analyze the data from multi-angle and multi-level around the decision-making topic, so as to truly realize the “customer-centered” concept, improve hotel service level and improve the core competitiveness of enterprises.