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1、附件1：外文资料翻译译文 酒店管理系统集成服务1简介 人们普遍认为，网络的作用，服务于企业无疑是重要的。越来越多的商业软件系统扩展他们的能力通过使用网络技术服务。今天的电子商务不仅是使用网络传输业务数据或支持人互动与动态网页页面，但从根本上改变了网络服务。万维网财团的可扩展标记语言（语言）和可扩展样式表语言（XML）是标准中所界定的利益的出版和内容重用和正越来越多地被部署在该网站的建设服务。因为是看作为标准消息格式，它可以绑在一起成千上万的系统编程的数以百计的编程语言。任何的程序可以被映射到网络服务，同时也可以映射任何网络服务程序。在本文中，我们提出一个下一代商业系统酒店业，充分整合酒店前台系
2、统，性能管理系统，客户关系管理系统，质量管理系统，后台系统和中央预订系统分布在不同的地点。我们发现，该系统大大提高酒店的客人和酒店的经验，在酒店业务工作流程。因为目前的技术已相当成熟，似乎非困难整合现有系统和新系统（例如，基于网络的应用程序或移动应用）。然而，目前在酒店行业有一些真正的综合系统的使用，因为有这么多异构系统存在和可扩展性，维修，价格，安全问题成为巨大的是克服。从我们的研究一体化集团酒店预订系统（ghirs），仍然有挑战整合企业信息系统（信息系统），企业信息门户系统（信息门户），客户关系管理系统（客户关系管理）供应链管理系统（单片机）一起，因为标准化，安全性和可扩展性的问题，虽然g
3、hirs是几个一体化解决方案增加或扩大酒店软件系统在任何规模的连锁酒店环境。我们开发的这一系统，整合业务流程管理的酒店使用网络服务和软件集成技术。在本文中，我们首先描述一个场景的酒店预订和讨论之间的相互作用ghirs与人类。其次分析细节设计和实施这一制度。结果和影响的研究的发展，ghirs显示后来的一部分。最后，我们讨论的一些问题仍然需要加以改进和未来可能的发展方向。2个酒店预订： 一个商业案例研究我们最初的思想发展ghirs是尽量减少人类互动的系统。自ghirs柔性和自动化，它提供了明确的好处都酒店顾客和饭店员工，尤其对集团客户和集团酒店公司。集团公司通常有很多旅馆，饭店，度假村，主题公园或
4、赌场在不同的地点。例如，香格里拉酒店集团数以百计的酒店在世界各地不同的国家。这些群体有一定的顾客喜欢在酒店消费属于同一个组，因为他们是会员组可以有个人服务。第一步的剧本酒店预订的是消费者的计划和期待一个酒店的位置，价格或任何他的标准确定酒店。然后他提出保留通过电话，传真，互联网，或邮件，或只是通过他的旅行社。当酒店员工收到请求，他们第一次看他们是否可以提供有效服务。如果有足够的资源在饭店，他们准备客房，餐饮、运输请求并发送回确认。在最后的客人到达和检查。业务流程相当简单；然而，到完成所有这些任务繁重双方消费者和酒店没有一个高效集成的酒店管理系统。电话可能是一个很好的方式让一个预订因为它超越了极
5、限时间和空间。客人可以打电话给酒店在任何时间、任何地点。然而，它的成本当酒店是远离城市，特别是酒店客人的生活；坐落在一个不同的国家。另外，如果有一组四或五人订在一起，这将需要很长的时间，酒店员工的所有记录他们所需要的信息。预订的旅行社节省消费者的时间和成本，但仍有数百万工作做代理。他们收集要求从消费者，然后分配到适当的目的地酒店。因为这些酒店不要使用同一系统（这些数以千计的酒店可以使用数以百计的管理系统），有人，代理或酒店工作人员，必须面对的问题，如何处理信息从不同的来源有不同的酒店管理系统不同的目的地。网络服务的工具，成为解决这些问题。我们的服务整合该网站的服务器和酒店管理系统，和大家受益。
6、预订房间方便随时随地使用ghirs成为可能。消费者浏览网站和发现酒店用他的电脑，掌上电脑或移动电话（无线应用协议的支持），之后他的身份被接受，他可以预订预订。2几分钟后，他可以得到确认从酒店用手机发短信消息或多媒体消息，或电子邮件发送给他的电子邮件帐户或只是确认在动态网页，如果他没有离开网站。本响应时间可能需要一段时间，因为当酒店秉承追求，在某些情况下，酒店工作人员应检查是否有干净空房左。网络服务是一个标准接口，所有的旅行社可以处理，收集和分布信息很容易通过互联网预订。当预订请求承认，酒店工作人员准备的房间，饮食，和运输为客人。由于信息已经存储在数据库中，每个部分在酒店链可以分享、一起正确。例
7、如，工作人员在办公楼前，客房部可以为客人准备房间根据数据，工作人员回到办公室可以库存材料餐饮和酒店经理可以检查的目的商业报告在企业信息门户集成ghirs他的浏览器。房间rent-ratio报告，房态报告，每日收入报告其它实时业务所产生的报告。管理人员可以访问任何的组报告任何酒店的系统。在后一部分本文中，我们将展示如何消费者，代理商，和酒店工作人员可以有效地一起工作的ghirs。ghirs扩展为小到大的连锁酒店管理公司，特别适合酒店集团。它的真正腾飞无缝连接到全球分布系统，从而提供全球存取。它还提供了实时在线预订，通过互联网。3结合的酒店管理系统3.1存在的系统 ghirs是基础上发展起来的一个
8、存在的酒店管理系统foxhistm。foxhistm股份的最大部分软件市场在酒店业中国。foxhistm版本5具有分布式客户机/服务器架构，服务器经营sco-unix客户端运行微软视窗和使用数据库对操作系统。该系统包括前台系统，物业管理系统，质量管理体系，人力资源管理系统，企业信息门户系统（信息门户），客户关系管理系统（客户关系管理）供应链管理系统（单片机）。该系统主要是基于网络环境。大部分工作是做在一酒店的酒店。它没有客户自助服务。如果消费者想预订房间，酒店工作人员在当地饭店必须帮助客人记录了他的请求，虽然已经做了很多foxhistm系统自动工作。当系统部署在不同的酒店，都属于一个集团，共享
9、数据成为一个问题。举个例子，如果集团拥有十家酒店，会有至少有十个本地数据库来存储用户数据。因为酒店需要真正的时间响应的系统，所以这十个酒店不能部署一个中央数据库不在同一局域网。因此，客人可以有不同的记录在不同的酒店和信息不能共享。以网路服务为这些数据接口，可方便地更换。3.2设计 记得我们最初的思想部署ghirs是节省酒店员工，旅行社与消费者的劳动工作，该系统是连接所有环节的酒店业务链。显示消费者如何，代理，酒店工作人员一起合作有效的系统。消费者如何，代理和酒店工作人员一起工作消费者可以分为2类。一个是会员酒店集团，谁拥有不同类别的会员和获得好处折扣或特价提供的。这些消费者通常贡献很大一部分酒
10、店的利润是作为贵宾。酒店简介，偏好和会员帐户现状。另一类是普通客人。所有这些不同的客人和旅游代理谁可以和许多其他酒店面临的网络接口，让他们做一个预约。常见的客人，只是要求他输入系统预订信息如姓名，联系信息，到达和离开系统。中央处理服务器分发信息适当的酒店。自服务技术非常适合提交文件在长时间运行的业务流程，酒店工作人员可以轻松地处理这些数据和从数据库管理系统和应用服务器。为会员酒店，用户只输入会员号和密码，房间信息，到达出发日期，然后完成请求。因为酒店保持成员的形象，和系统交换剖面在所有酒店集团的服务，酒店员工不同的酒店可以知道客人的个人需求和提供更好的服务。代理工作的消费者受益ghirs以及。
11、他们也可以让消费者和网络服务的接口是开放的，它很容易桥梁系统酒店管理系统。ghirs部署之前，该代理商应单独和过程中保留的数据和分配给不同的酒店，这是一项繁重的工作。但现在代理商可以只按一按钮和所有酒店预订发送到目的地。酒店的工作人员收到的所有请求从不同来源。一些政策适用应答请求。例如，一些非常重要的客人的要求是通过自动确认，客人可以得到承认在非常短时间。请求触发所有连锁酒店业务流程和所有准备工作完成之前，他的到来。但对于普通客户，酒店员工将检查的预期日期是否有空和清洁房间。因为所有的foxhistm组件集成在一起，用户不需要员工改变计算机接口查询房间状态。如果它是一个有效的请求足够的客人的信
12、息和有足够的空间，确认发送回来。如果没有足够的空置房，酒店的工作人员会问客人是否愿意等待时间或转移到其他宾馆的酒店集团或联盟酒店。为转移客人的要求，数据流从本地数据库到中央服务器通过本地网站服务器，然后传递到另一个数据库的酒店服务接口。3.3实现 今天有很多的平台，可以提供能力整合不同系统和提供其他功能，如安全和工作负载平衡。主要产品是企业版本（高级）和。他们提供了非常相同的洗衣清单的特点，虽然以不同的方式。我们选择。网络平台的编程环境，然而，这里我们不主的平台是好还是不。我们的目标是整合这些分散分布系统。事实上，这两个平台的支持和肥皂来完成我们的任务。我们使用微软的互联网信息服务（者）作为网
13、络服务器和数据库数据库服务器。防火墙单独的本地网络的公共网络。这是非常重要的，从安全角度。每个酒店的集团有数据库服务器，应用服务器和网站服务器部署多层系统包括用户界面表示层，业务层，业务逻辑层和数据访问层。C#是通过编程语言为核心的可执行部分。是数据交换的标准格式。附件2：外文原文（复印件）1 Introduction It is generally accepted that the role of web services in businesses is undoubtedly important. More and more commercial software systems ex
14、tend their capability and power by using web services technology. Today the e-commerce is not merely using internet to transfer business data or supporting people to interact with dynamic web page,but are fundamentally changed by web services. The World Wide Web Consortiums eXtensible Markup Languag
15、e (XML) and the eXtensible Stylesheet Language (XSL) are standards defined in the interest of multi-purpose publishing and content reuse and are increasingly being deployed in the construction of web services. Since XML is looked as the canonical message format, it could tie together thousands of sy
16、stems programmed by hundreds of programming languages. Any program can be mapped into web service, while any web service can also be mapped into program . In this paper, we present a next generation commercial system in hotel industry that fully integrates the hotel Front Office system, Property Man
17、agement System, Customer Relationship Management System, Quality Management system, Back Office system and Central Reservations System distributed in different locations. And we found that this system greatly improves both the hotel customer and hotel officers experiences in the hotel business work
18、flow. Because current technologies are quite mature, it seems non difficulty to integrate the existing system and the new coming systems (for example, web-based applications or mobile applications). However, currently in hotel industry there are few truly integrated systems used because there are so
19、 many heterogeneous systems already exist and scalability, maintenance, price, security issues then become huge to be overcome. From our study on Group Hotel Integration Reservation System (GHIRS), there are still challenges to integrate Enterprise Information System (EIS), Enterprise Information Po
20、rtal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM) together because of standardization, security and scalability problems, although GHIRS is one of few integration solutions to add or expand hotel software system in any size of hotel chains envi
21、ronment. We developed this system to integrate the business flow of hotel management by using web services and software integration technologies. In this paper, firstly we describe a scenario of hotel reservation and discuss the interaction between GHIRS and human. Secondly we analyse details of des
22、ign and implementation of this system. The result and implications of the studies on the development of GHIRS are shown in the later part. Finally we discuss some problems still need to be improved and possible future directions of development. 2 Hotel Reservation: A Business Case Study Our initial
23、thinking to develop GHIRS is to minimize the human interaction with the system. Since GHIRS is flexible and automated, it offers clear benefits for both hotel customers and hotel staff, especially for group hotel customers and group hotel companies. Group hotel companies usually have lots of hotels,
24、 restaurants, resorts, theme parks or casinos in different locations. For example, Shangri-La group has hundreds of hotels in different countries all over the world. These groups have certain customers who prefer to consume in hotels belong to the same group because they are membership of the group
25、and can have individual services. The first step of a scenario of hotel reservation is that the consumer plans and looks for a hotel according the location, price or whatever his criteria and then decides the hotel. Then he makes a reservation by telephone, fax, internet, or mail, or just through hi
26、s travel agent. When hotel staff receives the request, they first look if they can provide available services. If there is enough resource in the hotel, they prepare the room, catering and transportation for the request and send back acknowledgement. At last the guest arrives and checks in. The busi
27、ness flow is quite simple; however, to accomplish all these tasks is burdensome for both the consumer side and the hotel side without an efficient and integrated hotel management system. Telephone may be a good way to make a reservation because it is beyond the limit of time and space. Guests can ca
28、ll hotels at any time and any place. However, it costs much when the hotel is far away from the city where guest lives; especially the hotel locates in a different country. More over, if there is a group of four or five people to make reservation together, it would take a long time for hotel staff t
29、o record all the information they need. Making reservation by travel agent saves consumers time and cost, but there is still millions of work for agent to do. They gather the requirements from consumers, then distribute to proper destination hotels. Because these hotels dont use a same system (these
30、 thousands of hotels may use hundreds of management systems), someone, agent or hotel staff, must face the problem how to handle information from different sources with different hotel management systems to different destinations. Web service becomes the tool to solve these problems. Our web service
31、s integrate the web server and hotel management system together, and everyone gets benefit. Booking a room easily anywhere and anytime becomes possible by using GHIRS. Consumer browses websites and finds hotel using his PC, PDA or mobile phone (WAP supported), after his identity is accepted, he can
32、book a reservation. Two minutes later he can get the acknowledgement from the hotel by mobile phone text message or multimedia message, or email sent to his email account or just acknowledgement on the dynamic web page, if he hasnt leave the website. The response time may take a little longer becaus
33、e when the hotel receives the quest, in some circumstance, hotel staff should check if there is clean and vacant room left. The web service is a standard interface that all travel agents can handle, gather and distribute the reservation information easily through internet. When the reservation reque
34、st is acknowledged, hotel staff prepares the room, catering, and transportation for guests. Since the information already stored in the database, every part in the hotel chains can share it and work together properly. For example, staff in front office and housekeeping department can prepare room fo
35、r guests according to the data, staff in back office can stock material for catering purpose and hotel manager can check business report in Enterprise Information Portal integrated with GHIRS by his browser. Then room rent-ratio reports, room status reports, daily income reports and other real time
36、business reports are generated. Managers of the group can access any report of any hotel by the system. In the later part of this paper, we will show how consumers, agents, and hotel staff can efficiently work together by GHIRS. GHIRS is scalable for small-to-large hotel chains and management compan
37、ies, especially good for hotel group. It truly soars with seamless connectivity to global distribution systems thereby offering worldwide reservation access. It also delivers real-time, on line reservations via the Internet. 3 Integration of Hotel Management System 3.1 Existed System GHIRS is develo
38、ped on the base of an existed hotel management system called FoxhisTM. FoxhisTM shares the largest part of software market in hotel industry in China. FoxhisTM version 5 has distributed Client/Server architecture that the server runs Sco-UNIX and client runs Microsoft Windows and it use Sybase datab
39、ase on UNIX. The system includes Front Office system, Property Management system, Quality Management system, Human Resource Management system, Enterprise Information Portal system (EIP), Customer Relationship Management system (CRM) and Supply Chain Management system (SCM). This system is largely ba
40、sed on intranet environment. Most of the work is done in a single hotel by the hotel staff. Its no customer self-service. If a consumer wants to book a room, hotel staff in local hotel must help the guest to record his request, although FoxhisTM system already done lots of automatic job. When the sy
41、stems are deployed in different hotels that are parts of a group, sharing data becomes a problem. Just as an example, if the group has ten hotels, there would be at least ten local databases to store the consumers data. Because hotels need real time respond of the system, so these ten hotels cant de
42、ploy a central database that does not locate in the same local network. Thus one guest may have different records in different hotels and the information can not be shared. By web services as an interface, these data can be exchanged easily. 3.2 Design Recall that our initial thinking to deploy GHIR
43、S is to save hotel staff, travel agents and consumers labour work, the system is to link all the taches of hotel business chains. Figure 1 shows how consumers, agents, hotel staff cooperate together efficiently with the system. Fig. 1. How consumers, agents and hotel staff work together Consumers co
44、uld be divided into two categories. One is member of hotel group, who holds different classes of memberships and gains benefits like discount or special offers. These consumers usually contribute a large part of the hotels profit then are looked as VIP. The hotel keeps their profiles, preferences an
45、d membership account status. The other category is common guest. All these two kinds of guests and travel agents who may trade with many other hotels face the web-based interface that let them to make a reservation. For common guest, the system just requires him to input reservation information such
46、 as guest name, contact information, arrival and departure the system. The central processing server then distributes the information to appropriate hotel. Since web services technology is so good for submitting documents to long running business process flows, hotel staff could easily handle this d
47、ata in and out of database management system and application server. As the membership of hotel, a user just inputs his member id and password, room information, arrival and departure date, then finish the request. Because hotels keep members profile, and systems exchange profile across all hotels of the group by web services, hotel staff in different hotels could know the guests individual requirement and provide better services. Th