Systems and methods for communicating with customers in the hospitality industry

• US 20050144642A1
• Filed: 12/21/2004
• Published: 06/30/2005
• Est. Priority Date: 12/24/2003
• Status: Abandoned Application

• Current Assignee: Gaylord Entertainment Company (Ryman Hospitality Properties, Inc.)
• Original Assignee: Gaylord Entertainment Company (Ryman Hospitality Properties, Inc.)
• Inventors: Ratterman, Craig
• Application Number:
  US11/016,730
• Publication Number:
  US 20050144642A1
• Time in Patent Office: Days
• US Class Current: 725/78
• CPC Class Codes: H04N 21/2143 located in a single building, e.g. hotel, hospital or museum arrangements specially adapted for plural spots in a confined site in broadcast systems H04H20/63; adaptations for transmission by electric cable for domestic distribution in television systems H04N7/106
• CPC Class Codes: H04N 21/25866 Management of end-user data customer care in data networks H04L41/5077
• CPC Class Codes: H04N 21/47202 for requesting content on demand, e.g. video on demand
• CPC Class Codes: H04N 21/4788 communicating with other users, e.g. chatting arrangements for providing for computer conferences, e.g. chat rooms, to substation in data switching networks H04L12/1813; distributed application using peer-to-peer [P2P] networks H04L67/104
• CPC Class Codes: H04N 21/482 End-user interface for program selection broadcast systems using EPGs H04H60/72
• CPC Class Codes: H04N 21/4882 for displaying messages, e.g. warnings, reminders arrangements for providing short real-time information to substation in data switching networks H04L12/1895
• CPC Class Codes: H04N 21/812 involving advertisement data advertising per se G06Q30/02
• CPC Class Codes: H04N 21/8126 involving additional data, e.g. news, sports, stocks, weather forecasts
• CPC Class Codes: H04N 7/17318 Direct or substantially direct transmission and handling of requests

Abstract

An interactive customer computer system for a hospitality facility includes a Web client, a property management system server, an event management server, a facility services server, an advertisement server, a security server, and a Web server. A customer accesses the customer computer system using the Web client. The Web server manages communication between the Web client and the property management system server, the event management server, the facility services server, advertisement server, and the security server. A hospitality facility administrator uses the customer computer system to send a message to a group of customers and to target advertising to customers based on information in the customer database of the property management system server. A customer uses the customer computer system to send a message to another customer and to obtain directions from a customer room to a location within the hospitality facility.

Claims

1. An interactive customer computer system for a hospitality facility, comprising:

a Web client, the Web client presenting information to and accepting requests from the customer;

a property management system server, the property management system server comprising a customer database of the hospitality facility;

an event management server, the event management server providing convention scheduling information to the customer;

a facility services server, the facility services server providing the customer with the ability to request a hospitality service and to review information on the hospitality service; and

a Web server, the Web server connecting to the Web client, the property management system server, the event management server, and the facility services server, wherein the Web server associates the customer with a customer record from the customer database by matching data accepted from a request by the customer with a data element of the customer record.

2. The interactive customer computer system of claim 1, the customer comprising one or more of a hotel guest, a motel guest, a resort guest, a cruise ship guest, and a convention participant.

3. The interactive customer computer system of claim 1, the hospitality facility comprising one or more of a hotel, a motel, a resort, a cruise ship, and a convention center.

4. The interactive customer computer system of claim 1, the Web client comprising one of an in-room terminal and an in-room computer.

5. The interactive customer computer system of claim 1, the Web client comprising a computer kiosk within the hospitality facility that the customer accesses using an electronic room key card.

6. The interactive customer computer system of claim 1, the Web client presenting information to and accepting requests from the customer by one or more of reviewing account information, checking into the hospitality facility, checking out of the hospitality facility, requesting the hospitality facility service, reviewing the hospitality facility service, accessing a mapping system of the hospitality facility, accessing information about local attractions, reviewing messages, and reviewing a convention schedule.

7. The interactive customer computer system of claim 1, the hospitality service comprising one of room service, bell service, valet service, laundry service, housekeeping service, a spa appointment, and a business center appointment.

8. The interactive customer computer system of claim 1, the Web server sending targeted information sent to the Web client based on the customer record.

9. The interactive customer computer system of claim 1, the data element comprising a customer name, a customer identification number, a customer password, a customer room number, a customer email address, and a code from an electronic key card.

10. The interactive customer computer system of claim 1, further comprising a global network in communication with the Web server, the global network providing communication between the customer and an endpoint outside of the hospitality facility.

11. The interactive customer computer system of claim 1, further comprising a second Web client, the second Web client connected to the Web server and presenting information to and accepting requests from a second customer, the second Web client receiving a first message from the Web client and sending a second message to the Web client providing communication between the customer and the second customer within the hospitality facility.

12. The interactive customer computer system of claim 1, further comprising a second Web client, the second Web client connected to the Web server, the second Web client being accessed by a hospitality facility staff member and being used to send messages to customers based at least one of a group code, an affiliation code, and a rate plan code.

13. The interactive customer computer system of claim 1, further comprising an advertisement server, the advertisement server connecting to the Web server and providing a banner advertisement targeted to the customer.

14. The interactive customer computer system of claim 13, the banner advertisement being targeted based on criteria comprising at least one of a guest room, a convention participant name, a group code, an affiliation code, a rate plan code, a hospitality facility location, and a convention, the criteria being stored in the customer database.

15. The interactive customer computer system of claim 13, a click on the banner advertisement being recorded by the advertisement server.

16. The interactive customer computer system of claim 13, the advertisement server transmitting advertisements to more than one hospitality facility.

17. The interactive customer computer system of claim 1, further comprising a security server, the security server connecting to the Web server and providing at least one security service to the customer.

18. The interactive customer computer system of claim 17, the security service comprising one of authenticating an electronic key card, authenticating a magnetic key card, determining the last person to access a customer room, and determining if a customer room door is open.

19. The interactive customer computer system of claim 17, the security server being adapted to indicate whether a housekeeping staff member has entered a room in response to a query sent from the Web client.

20. The interactive customer computer system of claim 1, the Web server having a Web server database comprising information from one or more of the property management system server, advertisement server, the facility services server, and the event management server.

21. The interactive customer computer system of claim 20, the Web server database storing previous stay hospitality service information for the customer.

22. The interactive customer computer system of claim 21, the previous stay hospitality service information being accessed during a current stay of the customer.

23. A method for sending a group message from a hospitality facility administrator to a group of associated customers of a hospitality facility using a Web server of an interactive customer computer system of the hospitality facility, comprising:

displaying a group messaging Web page to the hospitality facility administrator;

receiving, from the hospitality facility administrator, a message comprising a code identifying the group of associated customers;

querying a customer database of the hospitality facility for customers who are associated with the code; and

sending the message to the customers.

24. The method of claim 23, the code comprising of an affiliation code, a group code, a rate plan code, and a code for all checked-in customers.

25. A method for sending a message from a first customer of a hospitality facility to a second customer of the hospitality facility using a Web server of an interactive customer computer system of the hospitality facility, comprising:

displaying a customer search Web page to the first customer;

receiving an identifier of the second customer from the first customer;

querying a customer database of the hospitality facility for customers associated with the identifier;

displaying the customers to the first customer;

receiving a selection from the customers from the first customer;

wherein the selection comprises the second customer;

displaying a messaging Web page addressed to the second customer to the first customer;

receiving a message from the first customer; and

sending the message to the second customer.

26. The method of claim 25, the identifier comprising one of an entire last name, an entire last name and partial first name, and an entire last name and room number.

27. A method for targeting at least one banner advertisement to a group of associated customers of a hospitality facility using a Web server of an interactive customer computer system of the hospitality facility, comprising:

receiving an advertisement campaign from an advertisement server, wherein the advertisement campaign comprises the at least one banner advertisement and a code identifying a group of associated customers;

querying a customer database of the hospitality facility for customers associated with the code; and

displaying the at least one banner advertisement on a Web page sent to an associated customer.

28. The method of claim 27, the code comprising one of an affiliation code, a group code, a rate plan code, and a code for all checked-in customers.

29. The method of claim 27, furthering comprising recording if the customer clicks on the at least one banner advertisement.

30. The method of claim 29, further comprising reporting to the advertisement server a total number of clicks on the at least one banner advertisement performed by the customer and a room number of the customer.

31. The method of claim 27, furthering comprising recording a number of times the at least one banner advertisement is shown to the customer.

32. The method of claim 27, the advertisement campaign further comprising a hospitality facility location identifier.

33. The method of claim 27, the advertisement campaign further comprising a Web page location identifier.

34. The method of claim 32, furthering comprising displaying the at least one banner advertisement on the Web page if the Web page comprises the Web page location identifier.

35. A method for displaying to a customer directions from a customer room to a location within a hospitality facility using a Web server of an interactive customer computer system of the hospitality facility, comprising:

displaying a map service Web page to the customer;

receiving from the customer a map type for the location from the map service Web page and a Web client identifier;

querying a database of the Web server for a room corresponding to the Web client identifier; and

displaying to the customer a map depicting a route from the room to a nearest elevator and from the nearest elevator to the location.

36. The method of claim 35, the may type comprising one of child care, meeting rooms, restaurants, stores, pools, and local transportation.

37. The method of claim 35, the Web client identifier comprising an Internet protocol address.