hospitality-expert（款待专家）

Hospitality Expert

Expert guidance for hotel management, reservation systems, property management systems (PMS), guest services, revenue management, and hospitality technology solutions.

Core Concepts

Hotel Management Systems

• Property Management System (PMS)
• Central Reservation System (CRS)
• Revenue Management System (RMS)
• Channel Manager
• Point of Sale (POS)
• Guest Relationship Management (GRM)
• Housekeeping management

Technologies

• Mobile check-in/check-out
• Digital key systems
• Guest messaging platforms
• IoT for room automation
• AI chatbots for customer service
• Contactless payments
• Energy management systems

Standards and Protocols

• HTNG (Hotel Technology Next Generation)
• OpenTravel Alliance standards
• PCI-DSS for payment security
• ADA compliance for accessibility
• Brand standards (if franchise)
• OTA integrations (Booking.com, Expedia)

Property Management System

from dataclasses import dataclass
from datetime import datetime, timedelta, date
from typing import List, Optional, Dict
from decimal import Decimal
from enum import Enum

class RoomType(Enum):
    STANDARD = "standard"
    DELUXE = "deluxe"
    SUITE = "suite"
    EXECUTIVE = "executive"

class RoomStatus(Enum):
    VACANT_CLEAN = "vacant_clean"
    VACANT_DIRTY = "vacant_dirty"
    OCCUPIED_CLEAN = "occupied_clean"
    OCCUPIED_DIRTY = "occupied_dirty"
    OUT_OF_ORDER = "out_of_order"
    OUT_OF_SERVICE = "out_of_service"

class ReservationStatus(Enum):
    CONFIRMED = "confirmed"
    CHECKED_IN = "checked_in"
    CHECKED_OUT = "checked_out"
    CANCELLED = "cancelled"
    NO_SHOW = "no_show"

@dataclass
class Room:
    """Hotel room information"""
    room_number: str
    room_type: RoomType
    floor: int
    status: RoomStatus
    base_rate: Decimal
    features: List[str]
    bed_type: str
    max_occupancy: int
    square_feet: int
    is_smoking: bool

@dataclass
class Reservation:
    """Guest reservation"""
    reservation_id: str
    guest_name: str
    guest_email: str
    guest_phone: str
    room_type: RoomType
    check_in_date: date
    check_out_date: date
    num_adults: int
    num_children: int
    status: ReservationStatus
    rate_per_night: Decimal
    total_amount: Decimal
    special_requests: str
    created_at: datetime
    booking_source: str  # 'direct', 'ota', 'phone', etc.
    assigned_room: Optional[str]

@dataclass
class Folio:
    """Guest folio (bill)"""
    folio_id: str
    reservation_id: str
    room_number: str
    guest_name: str
    charges: List[Dict]
    total_charges: Decimal
    payments: List[Dict]
    balance: Decimal

class PropertyManagementSystem:
    """Hotel property management system"""

    def __init__(self):
        self.rooms = {}
        self.reservations = {}
        self.folios = {}
        self.guests = {}

    def create_reservation(self, reservation_data: dict) -> Reservation:
        """Create new reservation"""
        reservation_id = self._generate_reservation_id()

        # Calculate total amount
        check_in = reservation_data['check_in_date']
        check_out = reservation_data['check_out_date']
        num_nights = (check_out - check_in).days

        rate_per_night = Decimal(str(reservation_data['rate_per_night']))
        total_amount = rate_per_night * num_nights

        reservation = Reservation(
            reservation_id=reservation_id,
            guest_name=reservation_data['guest_name'],
            guest_email=reservation_data['guest_email'],
            guest_phone=reservation_data['guest_phone'],
            room_type=RoomType(reservation_data['room_type']),
            check_in_date=check_in,
            check_out_date=check_out,
            num_adults=reservation_data['num_adults'],
            num_children=reservation_data.get('num_children', 0),
            status=ReservationStatus.CONFIRMED,
            rate_per_night=rate_per_night,
            total_amount=total_amount,
            special_requests=reservation_data.get('special_requests', ''),
            created_at=datetime.now(),
            booking_source=reservation_data.get('booking_source', 'direct'),
            assigned_room=None
        )

        self.reservations[reservation_id] = reservation

        return reservation

    def check_in_guest(self, reservation_id: str) -> dict:
        """Process guest check-in"""
        reservation = self.reservations.get(reservation_id)
        if not reservation:
            return {'error': 'Reservation not found'}

        # Find available room of requested type
        available_room = self._find_available_room(
            reservation.room_type,
            reservation.check_in_date,
            reservation.check_out_date
        )

        if not available_room:
            return {'error': 'No rooms available of requested type'}

        # Assign room
        reservation.assigned_room = available_room.room_number
        reservation.status = ReservationStatus.CHECKED_IN

        # Update room status
        available_room.status = RoomStatus.OCCUPIED_CLEAN

        # Create folio
        folio = self._create_folio(reservation, available_room)

        return {
            'reservation_id': reservation_id,
            'room_number': available_room.room_number,
            'guest_name': reservation.guest_name,
            'check_in_time': datetime.now().isoformat(),
            'check_out_date': reservation.check_out_date.isoformat(),
            'folio_id': folio.folio_id
        }

    def check_out_guest(self, reservation_id: str) -> dict:
        """Process guest check-out"""
        reservation = self.reservations.get(reservation_id)
        if not reservation:
            return {'error': 'Reservation not found'}

        # Get folio
        folio = next(
            (f for f in self.folios.values() if f.reservation_id == reservation_id),
            None
        )

        if not folio:
            return {'error': 'Folio not found'}

        # Check for outstanding balance
        if folio.balance > 0:
            return {
                'error': 'Outstanding balance',
                'balance_due': float(folio.balance)
            }

        # Update reservation status
        reservation.status = ReservationStatus.CHECKED_OUT

        # Update room status
        if reservation.assigned_room:
            room = self.rooms.get(reservation.assigned_room)
            if room:
                room.status = RoomStatus.VACANT_DIRTY

        return {
            'reservation_id': reservation_id,
            'guest_name': reservation.guest_name,
            'check_out_time': datetime.now().isoformat(),
            'total_charges': float(folio.total_charges),
            'folio_summary': {
                'room_charges': float(folio.total_charges),
                'payments_received': float(folio.total_charges - folio.balance)
            }
        }

    def _find_available_room(self,
                            room_type: RoomType,
                            check_in: date,
                            check_out: date) -> Optional[Room]:
        """Find available room of specified type"""
        for room in self.rooms.values():
            if room.room_type != room_type:
                continue

            if room.status not in [RoomStatus.VACANT_CLEAN, RoomStatus.VACANT_DIRTY]:
                continue

            # Check if room is available for date range
            if self._is_room_available(room.room_number, check_in, check_out):
                return room

        return None

    def _is_room_available(self, room_number: str, check_in: date, check_out: date) -> bool:
        """Check if room is available for date range"""
        for reservation in self.reservations.values():
            if reservation.assigned_room != room_number:
                continue

            if reservation.status in [ReservationStatus.CANCELLED, ReservationStatus.NO_SHOW]:
                continue

            # Check for date overlap
            if not (check_out <= reservation.check_in_date or check_in >= reservation.check_out_date):
                return False

        return True

    def _create_folio(self, reservation: Reservation, room: Room) -> Folio:
        """Create guest folio"""
        folio_id = self._generate_folio_id()

        # Calculate room charges
        num_nights = (reservation.check_out_date - reservation.check_in_date).days
        room_charge = reservation.rate_per_night * num_nights

        charges = [{
            'date': datetime.now(),
            'description': f'Room {room.room_number} - {num_nights} nights',
            'amount': float(room_charge)
        }]

        folio = Folio(
            folio_id=folio_id,
            reservation_id=reservation.reservation_id,
            room_number=room.room_number,
            guest_name=reservation.guest_name,
            charges=charges,
            total_charges=room_charge,
            payments=[],
            balance=room_charge
        )

        self.folios[folio_id] = folio

        return folio

    def post_charge(self, folio_id: str, charge_data: dict) -> dict:
        """Post charge to guest folio"""
        folio = self.folios.get(folio_id)
        if not folio:
            return {'error': 'Folio not found'}

        charge = {
            'date': datetime.now(),
            'description': charge_data['description'],
            'amount': float(Decimal(str(charge_data['amount'])))
        }

        folio.charges.append(charge)
        folio.total_charges += Decimal(str(charge_data['amount']))
        folio.balance += Decimal(str(charge_data['amount']))

        return {
            'folio_id': folio_id,
            'charge_posted': charge,
            'new_balance': float(folio.balance)
        }

    def process_payment(self, folio_id: str, payment_data: dict) -> dict:
        """Process payment for folio"""
        folio = self.folios.get(folio_id)
        if not folio:
            return {'error': 'Folio not found'}

        payment_amount = Decimal(str(payment_data['amount']))

        if payment_amount > folio.balance:
            return {'error': 'Payment exceeds balance'}

        payment = {
            'date': datetime.now(),
            'payment_method': payment_data['payment_method'],
            'amount': float(payment_amount)
        }

        folio.payments.append(payment)
        folio.balance -= payment_amount

        return {
            'folio_id': folio_id,
            'payment_processed': payment,
            'remaining_balance': float(folio.balance)
        }

    def get_room_availability(self, check_in: date, check_out: date) -> dict:
        """Get room availability for date range"""
        availability = {}

        for room_type in RoomType:
            available_count = 0

            for room in self.rooms.values():
                if room.room_type == room_type:
                    if self._is_room_available(room.room_number, check_in, check_out):
                        available_count += 1

            availability[room_type.value] = available_count

        return {
            'check_in_date': check_in.isoformat(),
            'check_out_date': check_out.isoformat(),
            'availability': availability
        }

    def _generate_reservation_id(self) -> str:
        import uuid
        return f"RES-{uuid.uuid4().hex[:10].upper()}"

    def _generate_folio_id(self) -> str:
        import uuid
        return f"FOL-{uuid.uuid4().hex[:8].upper()}"

Revenue Management System

import numpy as np

class RevenueManagementSystem:
    """Hotel revenue management and dynamic pricing"""

    def __init__(self):
        self.pricing_rules = []
        self.demand_forecast = {}

    def calculate_dynamic_rate(self,
                              room_type: RoomType,
                              check_in_date: date,
                              days_until_arrival: int,
                              current_occupancy: float,
                              historical_data: dict) -> Decimal:
        """Calculate dynamic room rate"""
        # Base rate
        base_rates = {
            RoomType.STANDARD: Decimal('150'),
            RoomType.DELUXE: Decimal('200'),
            RoomType.SUITE: Decimal('350'),
            RoomType.EXECUTIVE: Decimal('450')
        }

        base_rate = base_rates.get(room_type, Decimal('150'))

        # Demand multiplier based on occupancy
        if current_occupancy > 0.85:
            demand_multiplier = Decimal('1.30')  # High demand
        elif current_occupancy > 0.70:
            demand_multiplier = Decimal('1.15')  # Moderate demand
        elif current_occupancy > 0.50:
            demand_multiplier = Decimal('1.00')  # Normal
        else:
            demand_multiplier = Decimal('0.85')  # Low demand

        # Booking window multiplier
        if days_until_arrival < 7:
            window_multiplier = Decimal('1.20')  # Last minute
        elif days_until_arrival < 14:
            window_multiplier = Decimal('1.10')
        elif days_until_arrival > 60:
            window_multiplier = Decimal('0.90')  # Early bird
        else:
            window_multiplier = Decimal('1.00')

        # Day of week adjustment
        if check_in_date.weekday() in [4, 5]:  # Friday, Saturday
            day_multiplier = Decimal('1.25')
        elif check_in_date.weekday() == 6:  # Sunday
            day_multiplier = Decimal('0.95')
        else:
            day_multiplier = Decimal('1.00')

        # Calculate final rate
        dynamic_rate = base_rate * demand_multiplier * window_multiplier * day_multiplier

        # Round to nearest dollar
        dynamic_rate = dynamic_rate.quantize(Decimal('1'))

        return dynamic_rate

    def forecast_demand(self, start_date: date, days: int) -> dict:
        """Forecast demand for upcoming period"""
        forecast = {}

        for i in range(days):
            forecast_date = start_date + timedelta(days=i)

            # Simplified demand forecast
            # In production, would use ML models
            base_demand = 70.0  # 70% base occupancy

            # Day of week factor
            if forecast_date.weekday() in [4, 5]:  # Weekend
                day_factor = 15
            elif forecast_date.weekday() == 6:
                day_factor = -10
            else:
                day_factor = 0

            # Seasonality factor (simplified)
            month = forecast_date.month
            if month in [6, 7, 8]:  # Summer
                season_factor = 10
            elif month in [12, 1]:  # Holiday season
                season_factor = 15
            else:
                season_factor = 0

            forecasted_occupancy = base_demand + day_factor + season_factor
            forecasted_occupancy = min(100, max(0, forecasted_occupancy))

            forecast[forecast_date.isoformat()] = {
                'date': forecast_date.isoformat(),
                'forecasted_occupancy': forecasted_occupancy,
                'confidence': 'high' if i < 14 else 'medium' if i < 30 else 'low'
            }

        return forecast

    def optimize_inventory(self, total_rooms: int, date_range: tuple) -> dict:
        """Optimize room inventory allocation"""
        # Allocate rooms across different channels
        # Direct bookings, OTAs, corporate contracts, etc.

        allocation = {
            'direct': int(total_rooms * 0.40),  # 40% direct
            'ota': int(total_rooms * 0.35),     # 35% OTAs
            'corporate': int(total_rooms * 0.15),  # 15% corporate
            'walk_in': int(total_rooms * 0.10)  # 10% walk-ins
        }

        return {
            'total_rooms': total_rooms,
            'allocation': allocation,
            'date_range': {
                'start': date_range[0].isoformat(),
                'end': date_range[1].isoformat()
            }
        }

    def calculate_revpar(self, revenue: Decimal, available_rooms: int) -> Decimal:
        """Calculate Revenue Per Available Room"""
        if available_rooms == 0:
            return Decimal('0')

        revpar = revenue / available_rooms
        return revpar.quantize(Decimal('0.01'))

    def calculate_adr(self, revenue: Decimal, rooms_sold: int) -> Decimal:
        """Calculate Average Daily Rate"""
        if rooms_sold == 0:
            return Decimal('0')

        adr = revenue / rooms_sold
        return adr.quantize(Decimal('0.01'))

Guest Services Management

@dataclass
class GuestRequest:
    """Guest service request"""
    request_id: str
    reservation_id: str
    room_number: str
    guest_name: str
    request_type: str  # 'housekeeping', 'maintenance', 'concierge', 'amenity'
    description: str
    priority: str  # 'low', 'medium', 'high'
    status: str  # 'open', 'in_progress', 'completed'
    created_at: datetime
    assigned_to: Optional[str]
    completed_at: Optional[datetime]

class GuestServicesSystem:
    """Guest services and experience management"""

    def __init__(self):
        self.requests = []
        self.guest_preferences = {}
        self.loyalty_members = {}

    def submit_guest_request(self, request_data: dict) -> GuestRequest:
        """Submit guest service request"""
        request = GuestRequest(
            request_id=self._generate_request_id(),
            reservation_id=request_data['reservation_id'],
            room_number=request_data['room_number'],
            guest_name=request_data['guest_name'],
            request_type=request_data['request_type'],
            description=request_data['description'],
            priority=request_data.get('priority', 'medium'),
            status='open',
            created_at=datetime.now(),
            assigned_to=None,
            completed_at=None
        )

        self.requests.append(request)

        # Auto-assign based on request type
        self._auto_assign_request(request)

        return request

    def track_guest_preferences(self, guest_id: str, preferences: dict):
        """Track guest preferences for personalization"""
        self.guest_preferences[guest_id] = {
            'room_preferences': {
                'floor': preferences.get('preferred_floor'),
                'bed_type': preferences.get('bed_type'),
                'view': preferences.get('view_preference')
            },
            'amenities': preferences.get('amenities', []),
            'dietary_restrictions': preferences.get('dietary_restrictions', []),
            'special_occasions': preferences.get('special_occasions', {}),
            'communication_preference': preferences.get('communication', 'email')
        }

    def calculate_guest_satisfaction_score(self, reservation_id: str) -> dict:
        """Calculate guest satisfaction metrics"""
        # Simulate guest satisfaction score
        # In production, would be based on surveys and feedback

        metrics = {
            'overall_satisfaction': 4.5,  # Out of 5
            'check_in_experience': 4.7,
            'room_quality': 4.3,
            'staff_friendliness': 4.8,
            'cleanliness': 4.6,
            'value_for_money': 4.2,
            'likelihood_to_recommend': 9.0  # NPS score (0-10)
        }

        return {
            'reservation_id': reservation_id,
            'satisfaction_metrics': metrics,
            'nps_category': 'promoter' if metrics['likelihood_to_recommend'] >= 9 else
                          'passive' if metrics['likelihood_to_recommend'] >= 7 else
                          'detractor'
        }

    def _auto_assign_request(self, request: GuestRequest):
        """Auto-assign request to staff"""
        # Would implement smart assignment logic
        assignments = {
            'housekeeping': 'housekeeping_team',
            'maintenance': 'maintenance_team',
            'concierge': 'concierge_team',
            'amenity': 'front_desk'
        }

        request.assigned_to = assignments.get(request.request_type, 'front_desk')

    def _generate_request_id(self) -> str:
        import uuid
        return f"REQ-{uuid.uuid4().hex[:8].upper()}"

Best Practices

Reservations Management

• Implement real-time availability
• Use channel manager for distribution
• Enable mobile booking
• Implement flexible cancellation policies
• Send automated confirmations
• Track booking sources
• Enable group bookings

Revenue Management

• Implement dynamic pricing
• Monitor competitor rates
• Forecast demand accurately
• Optimize inventory allocation
• Track RevPAR and ADR
• Use yield management strategies
• Analyze booking patterns

Guest Experience

• Personalize guest interactions
• Enable mobile check-in/out
• Provide digital concierge services
• Track guest preferences
• Respond promptly to requests
• Implement loyalty programs
• Gather feedback systematically

Operations

• Maintain housekeeping efficiency
• Implement preventive maintenance
• Use automated messaging
• Monitor room status in real-time
• Optimize staff scheduling
• Track operational metrics
• Ensure PCI-DSS compliance

Anti-Patterns

❌ Manual reservation management ❌ Static pricing year-round ❌ No guest preference tracking ❌ Poor channel management ❌ Slow response to guest requests ❌ No mobile capabilities ❌ Inadequate staff training ❌ Poor data security ❌ No revenue analytics

Resources

• HTNG (Hotel Technology Next Generation): https://htng.org/
• HSMAI (Hospitality Sales and Marketing Association): https://www.hsmai.org/
• AHLA (American Hotel & Lodging Association): https://www.ahla.com/
• STR (Hotel data and analytics): https://str.com/
• OpenTravel Alliance: https://opentravel.org/
• Hospitality Technology: https://www.hospitalitytech.com/
• Revenue Management Best Practices: https://www.revparguru.com/