摘要： 隨著信息技術(shù)的高速發(fā)展,智慧旅游成為旅游業(yè)發(fā)展的新形態(tài)之一,酒店人開始關(guān)注如何利用智慧化提高酒店績(jī)效。但是,酒店智慧化需要高成本投入以及隨技術(shù)更新?lián)Q代的高維護(hù)費(fèi)用,由此,其是否能提高酒店的業(yè)績(jī)表現(xiàn)是一個(gè)非常值得關(guān)注的理論問題和實(shí)踐難題。該研究在珠三角范圍內(nèi)的廣州、深圳、佛山、東莞、珠海等城市隨機(jī)抽取了10間高星級(jí)酒店進(jìn)行問卷調(diào)查,獲取了大量的第一手?jǐn)?shù)據(jù),數(shù)據(jù)分析的結(jié)果顯示:酒店服務(wù)智慧化、管理智慧化、營(yíng)銷智慧化均對(duì)酒店業(yè)績(jī)有積極的作用。其中,智慧化入住系統(tǒng)對(duì)酒店業(yè)績(jī)中的收入以及成本費(fèi)用方面影響最為顯著;其次,智慧化餐飲宴會(huì)及客房服務(wù)對(duì)于酒店業(yè)績(jī)中的利潤(rùn)指標(biāo)影響最關(guān)鍵;智慧化管理對(duì)酒店業(yè)績(jī)中的顧客和員工滿意指標(biāo)影響最為明顯。但是,酒店在智慧化投資和建設(shè)同時(shí)需要重點(diǎn)考慮智慧化與人性化的結(jié)合。該結(jié)論將為高星級(jí)酒店業(yè)決定是否戰(zhàn)略性地投資于智慧化技術(shù)或集中于某些特定領(lǐng)域提供決策參考。 In recent years, intelligence tourism has become one of the new forms that drive the development of tourism industry. Consequently, the concept of"intelligence"is embraced by the practitioners in the hotel industry. Influenced by the fast developing information technology, the application of intelligent services in hotels has gained increasing attention all over the world. Hotel managers have been aware of the potential benefits of using intelligent technology to advance hotel operations, such as improving efficiency, reducing energy and labor consumption, and enhancing sales performance. Generally, hotel intelligence is based on the development of information technology as well as various intelligent technology that derived from information technology. Therefore, it is of great value to investigate whether the advancement of hotel performance deserve a huge cost of investing and maintaining the application of hotel intelligence. In this sense, the associations of intelligent technology application and hotel performance need to be explored both theoretically and practically. The present study empirically examined the application of intelligence technology in the hotel industry. First,related theories and empirical research findings on the topic of hotel intelligence were reviewed systematically. Second, the researchers of this study collected surveys at 10 top-ranking hotels in five cities(i.e., Guangzhou, Shenzhen, Dongguan, Foshan, and Zhuhai) around the Pearl River Delta.Moreover, statistics techniques(i.e., means comparison, confirmatory factor analysis, correlation analysis, and multiple regression analysis) were employed to analyze the data with the aid of SPSS19.0. First of all, on the basis of the first-hand data, it was found that the hotel intelligence can be divided into three levels. The first level is the hotel service intelligent module, including the front desk system, restaurant and banquet management system, intelligent conference system, and information technology with customers. The second level is the hotel management intelligent module, including engineering transaction management, room affairs management, employee training management, fire safety management, financial income management and other 10 measurable variables; the third level is hotel marketing intelligence module, including intelligent booking system, smart payment and other four measurable variables. The hotel performance can be divided into six levels of income, cost,expense, profit, staff and customers, a total of 19 measurable variables. Then, all three areas that adopted intelligence technology in the hotel industry, namely hotel service intelligence, management intelligence, and marketing intelligence, indicated significant enhancement. First, the intelligent checkin system has the most significantly positive effect on balancing the ratio of income and cost. Second,appliying intelligenct technology in banquet and room service can potentially increase the performance related to benefits. Third, intelligenet management has the most significant influence on both customer satisfaction and employee satisfaction. Furthermore, this study calls for attention regarding the integration of intelligent technology and humanization in hotel services. The findings of the present study can be used to help managers of top-ranking hotel optimize the strategic plans in terms of the investment on intelligence information technology. Finally, the limitations of this study and potential topics for future research were put forward.
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